ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. If your product managers say they would rather use their experience to set the prices, do not believe them.

Customer Experience 267

Customer Experience Accountability CRM Enterprise 267

InGenius

MARCH 26, 2020

Contact center leaders may not be jumping for joy at the thought of managing a remote workforce for a variety of reasons, including an increase in the difficulty of effectively managing their teams. CRM admins can use their expertise to help supervisors drill down on average talk time and total time for improved monitoring.

Contact Center 93

Contact Center Management Call Logging CRM 93

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. CRM software can help you to understand what drives your audience to interact with your products or services.

CRM 52

CRM Customer retention Metrics Sales 52

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools.

B2B 274

B2B Customer Support CRM B2C 274

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

TechSee

SEPTEMBER 9, 2020

Repair and maintenance costs already account for an eighth of annual rental income , and those costs are rising fast – by almost 8% year on year. To deliver personalized tenant experience, property management organizations need to address a number of challenges. But of course, that’s just one side of the coin. Reducing Costs.

Management 145

Management Engineering voip outsourcing 145

Method:CRM

JANUARY 8, 2019

Without a good construction accounting software, businesses will likely collapse. Important considerations for your accounting software. Determine what your construction company needs in its accounting software. Determine if your current accounting software meets those needs. The accounting ecosystem you can’t ignore.

Construction 63

Construction Accountability CRM Enterprise 63

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Whether it’s product queries, account issues, appointment rescheduling, or general doubts, they want timely and correct solutions – always.

CRM 52

CRM Customer Service Banking Chatbots 52

Playvox

OCTOBER 19, 2021

According to an article published on TechTarget , 35% of businesses report having difficulty finding contact center agent candidates with the necessary skills. Managers who want to meet customer demands will typically ask their agents to work more hours. ENJOYING THIS ARTICLE? Higher overtime costs. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Totango

NOVEMBER 27, 2023

All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. Those insights empower CS teams to proactively deliver maximum value to customers, reduce churn risks, uncover accounts with high and low engagement, and maximize growth through expansion revenue.

B2B 94

B2B CRM Enterprise Upselling 94

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. – the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company.

Customer Service 388

Customer Service Morale Sales Coaching 388

Babelforce

JUNE 23, 2022

Call management software helps contact centers run smoothly and successfully. In this article, we’ll look at six features you should look out for when choosing the best call management software for your business. Defining call management software. Defining call management software. Customizable routing.

Interactive Voice Response 52

Interactive Voice Response voip Management Self service 52

Andrew Mcfarland

FEBRUARY 24, 2023

Resource managers are an essential part of any business. They manage resources such as time, money, and people to ensure that projects stay on track and objectives are met. We’ll also discuss some tips for resource managers to help them succeed. What is a resource manager? What does a resource manager do?

Management 48

Management Education Finance Accountability 48

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 93

Management Upselling Coaching Best practices 93

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 102

Customer retention Upselling CRM SaaS 102

JivoChat

APRIL 26, 2022

If you are looking for a solution to help you manage your website, automate tasks, enhance its performance and analyze results. Short for Content Management System, a CMS can be defined as a software application that enables you to create a website, publish, edit, and manage its content. What is CMS? Benefits of Using a CMS.

Management 75

Management Analytics Engineering CRM 75

Totango

APRIL 6, 2023

VBRs provide account-specific data with real-time metrics that increase customer engagement and retention. By using the Outlook integration , your Outlook emails will automatically be logged as touchpoints in Totango, so customer success managers can see all customer interactions in one place.

Enterprise 88

Enterprise CRM Sales Customer retention 88

CSM Magazine

JUNE 8, 2023

In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Technology 52

Technology Customer Service Chatbots CRM 52

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. This article will discuss what operations management is, why it’s important, and how you can apply it to your business. What Is Operations Management?

Management 62

Management Education Call Center virtual call center 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Method:CRM

APRIL 11, 2023

In this article, you’ll learn all the benefits of a Xero customer portal. Benefits of a Xero customer invoice portal With a Xero customer invoice portal, your customers take control of their financial data and transactions while your accounting software stays secure. Managing their account settings. Uploading documents.

Banking 94

Banking Wait times Accountability CRM 94

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. To make informed cross-sell and upsell suggestions, integrate CRM systems.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Share this article. Share this article. This is why customer experience management, meaning a process of tracking customer expectations and undertaking relevant actions, has become one of the focus points of businesses across different industries. Customer experience.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

Totango

NOVEMBER 23, 2021

There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. Your CRM Can’t Handle Your Workload Anymore. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. You Can’t Evaluate Customer Health.

Upselling 94

Upselling CRM Revenue potential Feedback 94

Playvox

JULY 6, 2022

But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. Schedule adherence is easily overlooked because it can be difficult to calculate without a Workforce Management System.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

CSM Magazine

SEPTEMBER 20, 2021

Managing knowledge is critical to successful self-service, but it’s difficult to achieve it. The advantages of self-service: A self-service customer portal is one of the most powerful applications for knowledge management. How can customer relationships be improved with knowledge management?

Self service 52

Self service Management Customer Service Surveys 52

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. This essential tool automates the process, ensuring accuracy and efficiency in call management. This information facilitates performance analysis, accountability, and targeted training and coaching for agents.

Call Logging 59

Call Logging voip Contact center software CRM 59

ChurnZero

MARCH 9, 2023

said customer relationship management (CRM); 65.9% said task/project management; 46.3% said learning management system (LMS); 26.6% said customer engagement/community management; and 4.8% nearly 1,000 respondents answered as follows: 82.5% said support (i.e. ticketing); 48.9% said CX/survey; 37.0% said chat; 34.4%

CRM 52

CRM Surveys Best practices Technology 52

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Proactively offering personalized menu actions due to their recent activity in other channels: “I see you’ve recently viewed your checking account online.

Interactive Voice Response 240

Interactive Voice Response Customer Experience Self service Contact Center 240

Quadient

MAY 23, 2022

While every business function that touches the customer influences the experience, the primary responsibility and accountability lands with the contact center. Quadient is a global leader in the document management industry. So, if customer experience is the new battleground, then the contact center is out front leading the charge.

Contact Center 105

Contact Center CRM Call Center Personalization 105

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”.

Customer centricity 52

Customer centricity CRM Self service Surveys 52

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. All three platforms are suitable for enterprises with large data sources.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CSM Magazine

OCTOBER 5, 2023

Blade Roofing, a nationwide roofing company, has rolled out a BigChange job management system to significantly reduce administration and eliminate paperwork. The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work.

Engineering 59

Engineering CRM Finance Enterprise 59

LiveChat

SEPTEMBER 23, 2019

CRM (Customer Relationship Management). CRM is a system that allows you to gather and store information about your customers. If you’re already using it, there’s a good chance that your CRM is already connected to LiveChat. Read more about the benefits of LiveChat and CRM integration. Knowledge Base.

Management 57

Management Chatbots CRM Analytics 57

JustCall

SEPTEMBER 29, 2023

For businesses relying on Copper, the leading CRM for Google Workspace users, there’s exciting news on the horizon. JustCall’s Copper integration offers seamless communication with click-to-call and click-to-message features for effortless contact management.

APIs 52

APIs CRM Accountability Management 52