Vcaretec

JULY 18, 2023

There are extra factors you need to take into account when picking call center outsourcing companies in USA , but working within your budget and timetable is unquestionably a good place to start. Setting up official meetings, at least quarterly, to discuss the direction the project should go is an excellent idea.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

SmartKarrot

JUNE 23, 2023

Manage user training, end-user onboarding, and post-live support to make sure everyone is utilising Searchspring to its greatest potential. Work together with the technical support and implementations team to configure our implementation in accordance with customer needs and resolve any problems that customers may be experiencing.

Consulting 19

Consulting Consulting Technical Support Self service 19

SmartKarrot

NOVEMBER 9, 2022

Expand the revenue in accounts through cross-selling and up-sell referrals. Role: Customer Success Manager Location: England, United Kingdom (Hybrid) Organization: mpro5 As a Customer Success Manager, you will build relationships with key contacts on your accounts and gain a deep understanding of their business needs.

Real estate 19

Real estate Consulting Consulting Technical Support 19

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? tech ops, AWS, technical support). Q: Should you add a sales accelerator to the comp plan of CSMs who have more difficult accounts? We think they’re going to renew at 75%.

SaaS 98

SaaS Metrics Accountability Technical Support 98

NobelBiz

JULY 18, 2023

Each agent has unique abilities – some may be experts in technical support, some may be multilingual, while others may have in-depth product knowledge. Brad Butler, Contact Center Software Consultant @NobelBiz Defining Routing Rules – Algorithms Next comes defining the routing rules.

Management 52

Management First call resolution Contact center software Call Center 52

SmartKarrot

MARCH 20, 2023

Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on. owning SMB and Enterprise account adoption, renewals, and growth across all industries.

Upselling 19

Upselling Enterprise Technical Support Finance 19

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Katherine Dougherty.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. For example, clients don’t need to go through a lengthy account verification process with an agent on the phone to check their balance.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

NobelBiz

AUGUST 22, 2023

Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%. Reliable legal support and compliance: Security-enhanced technology processes allow you to maintain and expand a rich set of third-party certifications.

voip 98

voip Telecommunications Contact Center Contact center software 98

Global Response

FEBRUARY 13, 2022

When you take into account that in 2020 around 60% of consumers stated that they contacted customer service within a month of their purchase, it’s apparent that the traditional call center isn’t going anywhere. Provides consistent customer support and branded messaging. May be either inbound or outbound , or both.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

SmartKarrot

MARCH 10, 2022

Apply here: [link] Role: Associate Director – Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Plentific As an Associate Director of Customer Success, you will be leading client meetings and understanding their businesses, offering creative solutions to complex client challenges.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

NOVEMBER 29, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director – Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals. Apply here: [link].

Coaching 19

Coaching Technical Support Accountability Engineering 19

SmartKarrot

AUGUST 3, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase. Net Retained Revenue).

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TeleDirect

AUGUST 23, 2019

Whether it’s returning a product, seeking technical support, resolving problems with billing, or simply seeking information about a product or service, they want to do it on their schedule, not yours. Providing technical support. They also expect to receive help when they need it. Making outbound calls.

Call Center 83

Call Center Technical Support outsourcing Contact Center 83

Global Response

FEBRUARY 13, 2022

As the customer journey is no longer as streamlined and siloed as it once was—and continues to evolve—the BPO contact center manages all kinds of customer communications, from answering calls and emails, to resolving concerns via web chat or text, and even handling social media accounts and messages. What does a BPO call center do?

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

SmartKarrot

APRIL 28, 2022

Become the primary point of contact for executives and decision-makers of customer accounts. Build and maintain high-quality, long-lasting, relationships with the executives of customer accounts. Visit customers for one on one strategy, roadmap, and alignment meetings (as needed). Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Accountability Engineering 19

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

NobelBiz

MAY 16, 2023

CRM Integration : Integrating your hosted contact center with customer relationship management (CRM) systems allow agents to access comprehensive customer information and history, enabling personalized and efficient support. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SmartKarrot

APRIL 22, 2022

Role: Client Success Director – Public Sector Location: Owings Mills, MD, US Organization: CareFirst BlueCross BlueShield As a Client Success Director, you will manage and develop a set of assigned accounts to increase productivity and sales of company products. Attend industry association meetings and trade shows, as necessary.

Technical Support 19

Technical Support Upselling Coaching Accountability 19

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: One of the first things CSMs need to do is meet with the customer to learn about their specific goals and to set realistic expectations about what it takes to achieve these.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

SmartKarrot

FEBRUARY 4, 2021

Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth. Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors. Deliver Quarterly Reviews, Product Updates, Check-in, etc.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “I Our mission is to create and retain happy active users.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

NOVEMBER 18, 2021

Drive strong internal collaboration with the Account Management, Product, Services, and Support teams, as the quarterback of the customer experience and solution adoption. Perform strategic account planning to identify and forecast opportunities and risks. Travel to customer sites for training or success meetings.

Technical Support 19

Technical Support Best practices Metrics Feedback 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. Line manage the team, cultivate a positive team culture, hold regular 1-on-1 meetings and team gatherings, and make sure that decisions, plans, and goals are communicated and that problems are promptly fixed.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

FEBRUARY 8, 2021

Conduct business reviews and goal-setting meetings. Apply here: [link] Role: Customer Success Manager Location: Remote, Austin, Texas Metropolitan Area Organization: ScienceLogic As a Customer Success Manager, you will manage the customer lifecycle for an assigned number of accounts. Be a true proponent of customer advocacy.

Consulting 10

Consulting Consulting Upselling Customer advocacy 10

NobelBiz

MAY 16, 2023

CRM Integration : Integrating your hosted contact center with customer relationship management (CRM) systems allow agents to access comprehensive customer information and history, enabling personalized and efficient support. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

MARCH 2, 2021

Work closely with the COO to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., This role is focused on customer success management and is not a technical support-related role. Consult with clients on product features, functionality, and onboarding best practices.

Consulting 10

Consulting Consulting Technical Support Best practices 10

SmartKarrot

FEBRUARY 10, 2021

Role: VP, Customer Success – AMERICAS Location: Fairfax, VA, US Organization: Daon As a VP Customer Success, you will ensure profitable delivery of customer deployments and consulting projects. Identify new sources of consulting services revenue. Ensure all account issues are quickly resolved. Apply here: [link].

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

MARCH 8, 2022

With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: One of the first things CSMs need to do is meet with the customer to learn about their specific goals and to set realistic expectations about what it takes to achieve these.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

Jon Arnold

MAY 30, 2017

I was flown up to Boston to meet with the folks at NEC Information Systems where they asked me to write a quick program as part of the interview process. My first project was to develop a call accounting system for NEC’s flagship product, the NEAX 22 series. I was also overseeing the Consultant Program.

Consulting 45

Consulting Consulting Engineering Sales 45

JustCall

APRIL 5, 2022

If you do some research and have patience, you can bag a VoIP account for free. Yes, these types of accounts are not that easy to utilize as compared to the paid services offered by VoIP service providers. Still, it is possible to set up a free VoIP account just by yourself. VoIP operates on the Internet. Teleworking.

voip 40

voip Interactive Voice Response Analytics Sales 40

SmartKarrot

MAY 25, 2022

Make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets. Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands. Ownership of the client inventory and ongoing maintenance.

Education 3

Education Technical Support Upselling Advertising 3

SmartKarrot

JUNE 27, 2022

Develop relationships and coordinate business reviews with senior leaders at our largest and most critical accounts. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: Zellis As a Customer Success Manager, you will have proactive outreach and regular meetings with your customers.

Technical Support 3

Technical Support Accountability Metrics Sales 3

ChurnZero

JUNE 26, 2020

We all know that meeting invite lists carry a certain political connotation , which often leads to participant pandering, bloated meetings, and counterproductive conversations. According to research shared by HBR , the most productive meetings include five to eight people, while other studies claim five as the ideal max.

Technical Support 98

Technical Support Accountability Upselling Consulting 98

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . When our customers meet their goals, we have an easier time meeting our own. . That information is captured in an Account Plan which is a different exercise and tool altogether. .

Management 98

Management Chief Customer Officer Upselling SaaS 98