SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. Millennials account for more than half of all employees in the U.S., Managing a workforce composed of different generations introduces a myriad of cultural difficulties, along with unique challenges for each group of workers.

Management 76

Management Call Center Coaching Contact Center 76

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today. Bottom line…You need both.

Quality management 52

Quality management Call Center Management Coaching 52

SharpenCX

AUGUST 11, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. Give the team an education budget. Enter the education budget. What is an education budget? Coach agents on an ongoing basis.

Customer Service 67

Customer Service Coaching Education Construction 67

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. With only one in three workers receiving positive recognition on a weekly basis, managers are inadvertently opening the door for them to leave.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. Ok, let me backup.

Call Center 84

Call Center Management Coaching Contact Center 84

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . It can be easy for managers to unintentionally push the “fake it till you make it” mentality. Product and services education should be a priority for training a new customer service rep.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Integrity Solutions

MARCH 23, 2022

Imagine that you coach a college rugby team. Low prospecting activity Prefers to call happy customers and friendly prospects Will only call prospects that he or she knows won’t answer Will use social media and emails to the exclusion of making calls Views selling as: Educating the customer. Coach to Sales Mindset.

Sales 52

Sales Coaching Education Accountability 52

Sykes

SEPTEMBER 29, 2020

In her current role, she manages a global team of intelligent automation solution architects and is responsible for the company’s delivery across several significant automation tools. “I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

In her current role, she manages a global team of intelligent automation solution architects and is responsible for the company’s delivery across several significant automation tools. “I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???.

Accountability 98

Accountability Coaching Education Telecommunications 98

SharpenCX

JUNE 16, 2021

As a manager, you aren’t just around to keep business going and guide your employee’s professional development. Consider some of these actionable steps you should take as a manager to create equality in your call center for new hires and loyal employees. Read Next]: Build Trust on your Call Center Team With These 10 Coaching Methods.

Call Center 67

Call Center Education Coaching Construction 67

Horizon CX

MARCH 10, 2023

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 on technology and Pelco products was free to all customers.

Education 52

Education Finance Accountability Coaching 52

Blueship Call Center

OCTOBER 9, 2023

Often, when businesses strive to improve their performance management systems, they are motivated by the company’s bottom line. Empathy will assist you in concentrating on improving customer happiness, which will have an impact on your bottom line, as part of your performance coaching objectives. It makes everything clear.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Script adherence is heavily influenced by an agent’s trust in their manager and beliefs about their coworkers’ work ethics. In terms of education, 37.2% had less than 5.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Nicereply

AUGUST 3, 2021

Ideally, you’ll have an account manager in addition to a team lead. The account manager is your primary point of contact—the person you call when something is changing, you need to plan for the future, or the team isn’t meeting your goals. The team lead supervises your agents and manages the day-to-day operations.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

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. She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace. Follow Jeanne on LinkedIn 6.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. And it seems like they always are. It has always been. Why is that?

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Enghouse Interactive

MAY 21, 2019

Enghouse Interactive Educates – #2 in a series. Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Max started his sales career path in Udemy, an online education startup where he had to create a sales process from scratch with the least amount of resources. And they did. In October.

Sales 129

Sales SaaS CRM B2B 129

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Good search tools allow the manager to zero in on the specific interactions requiring attention, evaluation and further agent coaching. Call Monitoring.

Quality management 40

Quality management Management Best practices Coaching 40

TeamSupport

NOVEMBER 10, 2020

Develop a portfolio of services programs to provide access to technical expertise, account management, skills development, and subject matter expertise. It offers a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success.

Customer Support 59

Customer Support B2B Coaching Education 59

JustCall

NOVEMBER 25, 2022

Through thorough conversation analytics that include emotions, objections, intent, and more, the platform enables managers and sales representatives presence in every call. Users: Sales; Sales Executive Industries: E-Learning; Education Management Market Segment : 59% Mid-Market ; 38% Enterprise. Users: CEO; Account Executive.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

ChurnZero

JANUARY 4, 2024

“The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. “I’m calling it now,” says CS management coach Ryan Johansen. Hiring and teams will continue to grow at a steady pace.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

CSM Magazine

OCTOBER 25, 2022

Combining Dan and Ryan’s experience growing cloud-first brands through targeted sales and customer success initiatives is key to our long-term plan to increase market share, while continuing to proactively support, educate, and delight our customer community,” said Tom Goodmanson , president and CEO of Calabrio.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

CustomerSuccessBox

SEPTEMBER 30, 2021

Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. Reality is that with hundreds of data points, it is impossible for the human mind to comprehend, analyse, correlate and configure rules for Account health and alerts with accurate thresholds.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Ajay Agarwal , Bain Capital Ventures, Managing Director, @ajay_bcv, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Balto

AUGUST 29, 2023

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk. Some industry-specific data protection regulations, such as HIPAA (Health Insurance Portability and Accountability Act), also emerged to maintain privacy and security for protected health information.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. Education and experience opened up opportunities for me, but these opportunities were not all functional or technical ones. Shekhar Kulkarni. Mr. Kulkarni has been working with Saint Gobain group for the past 13 years.

B2C 63

B2C Finance Customer centricity B2B 63

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. Education and experience opened up opportunities for me, but these opportunities were not all functional or technical ones. Shekhar Kulkarni. Mr. Kulkarni has been working with Saint Gobain group for the past 13 years.

B2C 65

B2C Finance Customer centricity B2B 65

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Nurture relationships with key contracts in critical accounts. Apply here: [link].

Coaching 19

Coaching Education Government Upselling 19

JustCall

AUGUST 7, 2023

This means that it takes into account customer preferences, purchase history, browsing patterns, etc., Such proactive customer journey management not only keeps the sales pipeline moving but also capitalizes on upselling and cross-selling opportunities. to recommend products and services.

Chatbots 52

Chatbots Sales Surveys Upselling 52

SmartKarrot

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets. Apply here: [link].

Education 19

Education Revenue potential Technical Support Accountability 19

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. We are about to launch our second course designed for CSM’s and Account Managers in charge of expansion revenue. At a small 2-30 person company we are coaching CEO’s and team leads.

SaaS 84

SaaS Consulting Consulting Coaching 84

Lumoa

FEBRUARY 6, 2018

Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations. It starts inside the business - communicate, communicate, communicate and educate, educate, educate. Be prepared to pilot new things – try, fail and learn fast before trying again.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. Useful features Call Routing Call Recording Call Management Blended Call Center Call Logging, Virtual Call Center, Call Reporting , etc.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52