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., And, how do you ensure the necessary coaching and training is available for your multi-generational team? Be personal with your coaching and training.

Management 76

Management Call Center Coaching Contact Center 76

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. In terms of education, 37.2% Let’s go back to the basics: What is the goal of a script?

Scripts 52

Scripts Coaching Contact Center Surveys 52

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

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 Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Metrics: Is there a metrics framework set up to measure customer experience? Further, are these metrics analyzed and used to drive improvement? What is that one initiative you are really proud of?

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

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. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

JustCall

NOVEMBER 25, 2022

Users: Sales; Sales Executive Industries: E-Learning; Education Management Market Segment : 59% Mid-Market ; 38% Enterprise. Contact centers may enhance important business metrics across all client touchpoints by utilizing Observe.AI Users: CEO; Account Executive. An Intelligent Workforce Platform called Observe.AI

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

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

CustomerSuccessBox

FEBRUARY 28, 2022

Reviewing the KPIs and metrics is the best method to see how well you’re doing in each phase of your customer relationship. Time to first value is a critical metric that must be achieved flawlessly. This step is educating clients and showing them what further they can do with a platform.

Upselling 52

Upselling Customer advocacy SaaS Education 52

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Metrics: Is there a metrics framework set up to measure customer experience? Further, are these metrics analyzed and used to drive improvement? What is that one initiative you are really proud of?

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

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. Hard skills are often gained through education or specific training. Or, only had your head in the metrics of your call center.

Call Center 84

Call Center Management Coaching Contact Center 84

JustCall

DECEMBER 10, 2020

As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. Now, all of this is useless if the next step is not taken: Daily coaching for the first 3 months. Explain the Importance of KPIs and Metrics.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.”

Management 98

Management Call Center Metrics Entertainment 98

JustCall

SEPTEMBER 5, 2023

Transparent performance evaluations are meant to hold real estate agents accountable and help them grow. When it comes to real estate agents, performance assessments serve as a catalyst for goal-setting, and enabling them to seek further education and achieve their full potential. This goal lacks specificity and measurability.

Real estate 52

Real estate Construction Feedback Morale 52

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 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

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

Customer Guru

MARCH 7, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Metrics: Is there a metrics framework set up to measure customer experience? Further, are these metrics analyzed and used to drive improvement? What is that one initiative you are really proud of?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

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. Outstanding Customer Success Strategists. Download the List.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ChurnZero

DECEMBER 18, 2020

Q: What key metrics can Customer Success share with product to help prioritize their goals? What are your metrics? Those metrics are going to look at the impact. Does the Player/Coach Model Work for Customer Success Leaders? – Then, help them connect some dots and offer them some information. What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Creator Deck As a Head of Customer Success, you will coach, recruit, train, and mentor an exceptional team of customer success professionals, while playing a hands on role with many of the largest strategic accounts.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

Education Services Group

FEBRUARY 5, 2021

Over 25% increase in employee count to bring specialized skillsets to client accounts. Won Customer Success industry awards from Success Coaching and Customer Contact Central. ESG’s services improve metrics and enable clients to accomplish their ultimate goal of reduced churn and increased retention.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Amity

JUNE 21, 2017

We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful. In the past few years, as the Customer Success field has been maturing, a greater depth of understanding of the subtle differences among terms, metrics and success factors in the field has been emerging.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

OCTOBER 10, 2022

Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Assist in the on-going technical and sales education and development of the broader team. Manage technical account queries on behalf of the team of BDMs.

Education 19

Education Healthcare Accountability Coaching 19

SmartKarrot

JANUARY 3, 2023

Manage a direct team of 2 people and be a leader, mentor, and coach. Hold and constantly improve/streamline client account opening and onboarding to provide an excellent Customer Experience journey. Development of territory and account development, training, and educational plans. Client support and issue resolution.

outsourcing 19

outsourcing Upselling Accountability Coaching 19

SmartKarrot

MARCH 10, 2022

Proactive stewardship of all customer service/success-related metrics such as case volume, case resolution, and response time. Reduce churn and drive new business growth through innovative practice and metrics-driven strategy. Ensure retention of key clients and growth of their accounts.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

MARCH 7, 2022

As a player-coach, you both will manage the enterprise customers as well as lead, motivate and enable a team of high-performing Customer Success Managers as we grow and scale the team. Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth.

Enterprise 19

Enterprise Engineering Accountability Government 19

SmartKarrot

SEPTEMBER 22, 2022

Own the Customer Success team’s performance metrics and be responsible for guiding the team to meet and exceed goals. Focus on developing the Customer Success team – coaching them to deliver ROI and strategic guidance for their customers. Prevent churn by maintaining strong and meaningful relationships with customers.

Technical Support 19

Technical Support Accountability Coaching Education 19

SmartKarrot

DECEMBER 16, 2022

Director, Customer Success, you will lead and coach a team of high-performing managers across multiple functions including CSM, success at scale, renewal managers, and academy teams. Continue to build the Customer Education strategy to better enable all users. Apply here: [link].

Education 19

Education Coaching Engineering Self service 19

SmartKarrot

DECEMBER 12, 2022

Build & Sustain relationships with identified accounts by becoming trusted advisors to decision-makers and executive buyers. Ensure high-quality Account Plans are in place for all customers. Lead training, coaching, consultation, education, and best practices to the CS Team. Apply here: [link]. Apply here: [link].

Best practices 19

Best practices Government Coaching Accountability 19

aircall

MAY 16, 2017

As the representative of the team as a whole, the manager is accountable for its success, or lack thereof. Accountability. Managers are expected to take into account the support team’s performance metrics and implement change accordingly. Every tech support call is an opportunity to educate. Experience.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. In my experience, depending on the size of the account, the customer success manager is assigned to multiple accounts and is separate from the team that renews the customer’s contract.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes.

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

MAY 23, 2022

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

Finance 19

Finance Upselling Consulting Consulting 19

SmartKarrot

APRIL 18, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Client Success Manager, you will handle a portfolio of enterprise merchant accounts to develop strategic, long-term business relationships. Supporting the account team in preparing customer periodic business reviews. Apply here: [link].

Advertising 19

Advertising Customer advocacy Finance Best practices 19