TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CrazyCall

SEPTEMBER 4, 2018

Sales influencers adore doing this. 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 129

Sales SaaS CRM B2B 129

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. 3: The Principle of Authority.

Consulting 419

Consulting Consulting Personalization Accountability 419

Integrity Solutions

JUNE 23, 2022

Conduct account reviews. This is a consultative conversation where you demonstrate that you are their partner. Salespeople need to get account reviews scheduled now , not when times get tough and the customer knows you want to sell them something. Instead, plan and prioritize accounts and prospects.

Coaching 75

Coaching Sales Accountability Consulting 75

Totango

JANUARY 22, 2024

In 2024, CS teams leveraging AI will stand out from the rest by quickly identifying customer problems and trends in data, providing account summaries to executives, and streamlining workflows. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

ShepHyken

MARCH 18, 2022

Even though he fired more than 5,000 of them for creating unauthorized and bogus accounts, it was really the culture that he created that failed. If you reward sales and growth but talk about being customer-obsessed, the behavior you see will still only be sales-driven, not customer-driven. He blamed his employees. .

Customer centricity 162

Customer centricity Coaching Consulting Consulting 162

The Northridge Group

APRIL 8, 2024

Organizations are saving millions of dollars and connecting to clients on THEIR terms by automating these tasks but including someone to ensure the email sent back is correct—one way to use automation and AI without the worry of hallucinations and bad emails.

Technology 105

Technology Finance Government Healthcare 105

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

B2B 91

B2B CRM Enterprise Upselling 91

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

TechSee

MARCH 7, 2023

She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven. Sabine was recently recognized as a nominee for Sales Confidence’s TOP 50 UK SDR Managers of 2022.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

DMG Consulting

SEPTEMBER 16, 2017

Thank you for your interest in DMG Consulting’s publications. Should Customer Service be a Sales Channel? It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Donna Fluss is president of DMG Consulting LLC. Monthly DMG Newsletter.

Sales 48

Sales Customer Service Contact Center CRM 48

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. What makes these enhancements compelling is that the vendors have taken into account both the need for new capabilities and the importance of making them easy to use.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

JUNE 29, 2017

Should Customer Service be a Sales Channel? . It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Some of the recordings are reviewed by a quality management team who evaluate, score and coach agents on their performance. Customer Service is an Art.

Sales 48

Sales Customer Service Contact Center Consulting 48

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. Real-time guidance and next-best-action applications are a much more positive and practical approach to coaching and training, as they provide direction to agents right when it’s needed.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Coaching and training.

Management 90

Management Upselling Coaching Best practices 90

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Return Customer

MAY 16, 2018

Signing up a new customer is not the end of a sales journey. Coach Marks . A popular way to onboard such customers is through coach marks. Coach marks are essentially graphical overlays that highlight the various buttons and sections of your website. Onboarding Tools. There are several ways this is done. Online Courses.

Coaching 71

Coaching Consulting Consulting B2B 71

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. You have to break it up, build in some engagement, and consultative questions when appropriate. ” It’s important to note that engagement and consultative based questions in your script don’t mean you have to sacrifice structure. Instead, I have multiple questions.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

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. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? appeared first on ClearAction Customer Experience Consulting. Lynn Hunsaker.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

NobelBiz

APRIL 3, 2023

Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management? Customer satisfaction is calculated in percentage terms by taking into account the number of consumers retained by a business at the completion of a given period. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department creates competition for access to clients with the operating departments – account management, customer service/success, etc. — already charged and accountable for customer deliverables and outcomes.

Education 52

Education Finance Accountability Coaching 52

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant.

Coaching 106

Coaching SaaS Metrics Accountability 106

NobelBiz

NOVEMBER 27, 2023

This information facilitates performance analysis, accountability, and targeted training and coaching for agents. Enhanced Call Categorization: Modern call logging software allows businesses to categorize calls based on specific criteria, such as sales inquiries, customer complaints, or general inquiries.

Call Logging 59

Call Logging voip Contact center software CRM 59

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. ” Jayme started her career with Clearlink eight years ago as a sales agent. Senior Account Manager, SYKES Pasewalk ???. Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. ” Jayme started her career with Clearlink eight years ago as a sales agent. Senior Account Manager, SYKES Pasewalk ???. Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

Education Services Group

FEBRUARY 5, 2021

The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. New sales bookings closed were 261% to annual target. Over 25% increase in employee count to bring specialized skillsets to client accounts.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

Steve DiGioia

DECEMBER 5, 2016

Whether a best-selling author, keynote speaker, top sales trainer or customer service guru they were gracious enough to share their view on this one (1) question: As an organization gets larger there is a tendency for the mindset to change from “the customer comes first” to “higher profits and lower payroll first”. Grant Cardone. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

DMG Consulting

JULY 10, 2022

Another way to look at this is to consider that people-related expenses generally account for 55 to 65 percent of a contact center’s budget; only 20 percent is spent on technology. This will also require a company to give the management team adequate time to work with and coach their employees and the tools to do the job.

Contact Center 48

Contact Center Technology Coaching Consulting 48

Robert Davis

NOVEMBER 7, 2019

Let RCDA help you exceed your customer experience, sales and retention goals by doing these things “uncommonly well” Leadership Continuous Improvement Plan (CIP) and Floor Management Strategy. Proper coaching is key to developing and retaining the right employees. Side-by-Side Coaching. Monthly Performance Review.

Contact Center 48

Contact Center Coaching First call resolution Accountability 48

CallSource Insights

JUNE 12, 2019

Potential customers must phone your business and engage with a real person to book an appointment before the sale is finalized. Ensuring great call experience and outcomes are also vital not only for your brand reputation and customer experience, but it directly correlates to your sales. Set specific goals. Number of prospect calls.

Management 40

Management Coaching Advertising Accountability 40

Robert Davis

SEPTEMBER 11, 2018

In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. Provide opportunities to practice with coaching. Creating Accountability Through Setting Expectations and Agent Ownership. Demonstrate.

Contact Center 48

Contact Center Coaching Consulting Consulting 48