Hello Customer

APRIL 9, 2020

It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. As Steven Van Belleghem puts it: “the world is getting the biggest digital training course it has ever seen.”. Delhaize is a very good example of taking all of the above into account.

Best practices 98

Best practices Customer Experience Feedback Morale 98

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. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

JULY 22, 2020

For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. And of course, be sure that all agents are made aware of performance expectations during onboarding and training.

Call Center 182

Call Center Customer Service Best practices Coaching 182

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. into company routines.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. The best thing that you can do to increase efficiency at a contact center is…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Integrity Solutions

DECEMBER 18, 2019

Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. They appreciate the investment and tell others that their new coach is the best! Equip your managers to coach your reps. By Bruce Wedderburn. Your players are thrilled. But they keep losing tough matches.

Sales 58

Sales Coaching Telecommunications Accountability 58

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. 3) Create accountability for key contact drivers. This is not a “blame game”.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

ClearAction

SEPTEMBER 29, 2016

In addition to reaching out with special thanks to all our consulting clients, online customers, and team members throughout October, we are offering many activities that YOU may enjoy: October 1-31 : Coaching 10% Discount Code = CXDAY. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

CrazyCall

SEPTEMBER 4, 2018

Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling. Sales influencers adore doing this.

Sales 129

Sales SaaS CRM B2B 129

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

Taylor Reach Group

AUGUST 26, 2020

A much smaller sample with lower degree of confidence would still be good enough to provide reasonable measurement (of course the sample size relates to the size of the centre and the overall number of contacts). Having an overall FCR number without knowing which contact / account was or was not an FCR is not helpful.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Noble Systems

AUGUST 4, 2020

Post-call analytics identifies best practices and gaps for training and coaching opportunities. Real-time speech analytics provides instant feedback to collectors during the interaction to achieve a desired result, adhere with compliance guidelines, or get a call back on course.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Also, a customer segmentation best practice is to create a category for lapsed customers. Of course, the flipside of being able to gather data all the time is that it’s easy to overload your customers.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Robert Davis

JANUARY 29, 2020

The contact center side-by-side coaching model by Robert C. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs, there is nothing more important than a commitment to coaching and a set of robust coaching tactics. By Brad Baumunk , President and COO, Robert C.

Coaching 12

Coaching Contact Center Best practices Customer retention 12

Avaya

OCTOBER 10, 2016

With my small, independent team acting as drivers and coaches, business units across the company have steadily improved Avaya’s NPS score over the past five years—recently reaching a new high of 59. Establish Best Practices. And of course, we continued to raise the bar on the minimum acceptable level over time.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

CustomerSuccessBox

FEBRUARY 23, 2022

Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function. This is required by your success team in order to streamline the process of establishing a strong CS practice. Optimize your Account Expansion strategy.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. Provide coaching and feedback to reinforce regulatory compliance in day-to-day operations. After training, consistently monitor calls. call centers.

Call Center 62

Call Center Telemarketing Government Healthcare 62

SmartKarrot

JUNE 11, 2021

If you have wonder what the best certifications for aspiring customer success managers are, you are at the right place. You need to choose the right course that offers trainings, more information, and certifications. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Work alongside the C-level sales leaders within accounts to create data-driven solutions for supercharging sales. Ensuring best practices across clients in line with agreed processes.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

APRIL 21, 2022

Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers. Coach team members to be the expert on the client’s business, strategy, goals, objectives, and organization/contacts. Partner with the Sales organization to identify revenue opportunities in existing accounts.

Coaching 19

Coaching Technical Support Education Self service 19

aircall

MARCH 16, 2018

Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. Ongoing refresher courses”. Account executives can act as brand ambassadors as well as points-of-contact for newly acquired clients.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Enghouse Interactive

NOVEMBER 27, 2020

Essentially, they need to be able to see everything from the customer perspective and to then use this understanding to communicate in ways that take the customer’s emotions into account and helps manage the situation effectively. That means they need the confidence to make decisions, all guided by overall company guidelines and approaches.

Self service 58

Self service Benchmark Scripts Best practices 58

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. It doesn’t have to be a sale, per se—it is more like account management – just proper, healthy, Key Account Management to keep the customers loyal and make sure that they were getting value.

Accountability 45

Accountability SaaS Consulting Consulting 45

Amity

MAY 24, 2016

There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such). We hear you -- working in Customer Success is no small task. ” Ellie Wilkinson.

SaaS 84

SaaS Engineering Finance Metrics 84

Customer Centric Support

SEPTEMBER 1, 2016

Typically when a change is made in a contact center environment, it is leadership reviewing a set of metrics, deciding on a course of action, and announced to the agents as “the new thing.” Most change should flow in the opposite direction. As Petra Coaching says, “A players will not play with C players for long.”

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

CustomerSuccessBox

JUNE 8, 2022

Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Those are two areas that I really love working with customers, and of course, optimizing onboarding, coming up with churn, retention strategies and health scores, and everything else. The following is what she has to say. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

TLC Associates

OCTOBER 1, 2019

or “How much can I contribute to my health savings account?” That’s why we monitor calls for performance, reinforcing their successes while coaching them on how to better implement open enrollment best practices. We agree that when consumers ask “What’s the difference between a PPO and an HDHP?”

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

SmartKarrot

MAY 27, 2020

Role: Customer Success Manager Location: Detroit, Michigan Organization: Dynatrace The Customer Success Manager is responsible for preserving and growing subscription renewals from the assigned named accounts, for Digital Experience Management (DEM) solutions in the assigned territory by driving adoption using a customer engagement lifecycle model.

Coaching 10

Coaching Accountability Education Best practices 10

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. 3 Success Coaching. It will also help you figure out how to quickly renew and expand your customer’s accounts. is a podcast that provides tips and tricks from the best in customer success.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

SmartKarrot

DECEMBER 28, 2020

Understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and execute the same. Coach users to be experts on the terminal, Excel add-in, API, and data integration. Process Improvement (attend awareness/courses, participate in improvement projects as subject matter experts).

Engineering 10

Engineering APIs Upselling Coaching 10

Robert Davis

APRIL 5, 2018

And, of course, once a customer is acquired, a well-planned and carefully curated outbound contact strategy can be very effective in upgrading customers, cross-promoting other products and services and building brand loyalty and share of wallet over time. If outbound is not a core competency of your vendor, look elsewhere.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

SmartKarrot

APRIL 19, 2020

You will be responsible for mapping out the Customer Journey and objectives over the course of relationship and tracking progress. You should be able to understand the customer’s needs and make them successful by recommending best practices in deploying software and aligning the right services to promote successful customer outcomes.

Best practices 10

Best practices Consulting Consulting Government 10

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84