CSM Magazine

APRIL 13, 2022

[ii] Just how do those running the show (aka the operations of the contact centre) juggle agent schedules and skills throughout the day while planning for future recruitment, coaching and training, as cost-effectively as possible? Here are three ideas for inspiration: 1. The goal was to eliminate putting calls on hold.

Analytics 59

Analytics Coaching Best practices Technology 59

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Magazine

JUNE 8, 2020

Your churn rate is a very important metric and it is something that determines the overall performance of your company. There are situations where you will see less than ideal metrics and won’t know what kind of issue needs to be fixed. Reducing churn by just 5% can increase profits by as much as 25-125%. Newsletters. Final thoughts.

Sales 52

Sales Big data B2B Metrics 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Engineering Upselling Marketing 0

Cincom

MARCH 6, 2020

Extending the Pareto Principle to the real world, 20 percent of your products would account for 80 percent of your profits, and 20 percent of your sales force would drive 80 percent of your sales. Neil Patel, writing for Entrepreneur Magazine cautions us, “As pervasive as the Pareto Principle may seem, however, it’s not a magic trick.

Management 66

Management CRM Sales Metrics 66

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Besides that, she’s also been featured in Entrepreneur Startups and Selling Power magazines. Alice Heiman. Co-founder and CRO at TradeShow Makeover.

Sales 133

Sales Consulting Consulting Coaching 133

CSM Magazine

AUGUST 4, 2021

What if the digital leader had a quick and easy way to share these insights with her colleagues in branches and the contact center to better empower branch employees, coach agents on this topic, and improve customer experiences? Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Customer Experience Customer Service Contact Center 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. The right candidate will offer a mature, authentic, and reflective account of what occurred.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. The right candidate will offer a mature, authentic, and reflective account of what occurred.

Management 182

Management Customer Service Consulting Consulting 182

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. And those are often signs that people aren’t able to express, and they’re not being supported by their leadership appropriately.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

CSM Magazine

JULY 3, 2017

It’s tempting to talk about success in terms of metrics, stats, costs, blah blah, but how much are you talking about the customer in day-to-day interactions? So, if you’re in accounting, remember that your customer is not your boss who wants the reports on time. Secret 3: Focus your team on what matters. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

Netomi

NOVEMBER 8, 2021

They can recommend responses to agents or even coach agents in real-time. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. The most advanced help desk platforms use a combination of human and machine intelligence.

Chatbots 52

Chatbots Enterprise Self service CRM 52

CallSource Insights

AUGUST 15, 2019

These technologies enable dealers to define KPIs, determine where there is room for improvement, and track these metrics over time. Phone handling standards must be set, tracked, and scored for accountability and growth. Fixed Ops Magazine, January/February 2019. 2: Increase Connectivity. KPI – Answer Rate. References: 1.

Automotive 8

Automotive Sales Technology Metrics 8