Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 83

Surveys Feedback Banking Best practices 83

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Calibration Quality management 88

JustCall

AUGUST 8, 2023

You can’t really escape meetings at work. But you can avoid the mindless note-taking that comes with it—with an AI meeting assistant. In this guide, we will decode virtual meeting assistants and how you can use them to be more productive and multitask without losing your mind (or time). What Is an AI Scheduling Assistant?

Accountability 52

Accountability Feedback Personalization Marketing 52

Global Response

MARCH 26, 2024

While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. This includes GDPR for data protection and ISO certifications for quality management.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Accountability 71

Accountability Management Upselling Enterprise 71

TeleDirect

JULY 1, 2021

Accountable care organizations (ACOs) are the critical link between Medicare patients, providers, and payers. Given the tremendous amount of communication between all three parties, and the sheer volume of transactions, it helps to have a call center to manage both front-end transactions (appointments, outpatient procedures, etc.)

Accountability 71

Accountability Call Center Healthcare Business Process Outsourcing 71

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Accountability 63

Accountability Management Upselling Enterprise 63

Nicereply

NOVEMBER 7, 2023

Delivering negative feedback shouldn’t dismantle—it should empower. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. Right up until you have to give them negative feedback. But there is some good news: There’s usually a best way for an individual to receive feedback.

Feedback 59

Feedback Construction Scripts Engineering 59

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Onboarding Hero: Smokeball Guiding customers to success at scale with smart, digital playbooks. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

customer sure

JANUARY 16, 2024

With that in mind, Customer experience management is the process of interpreting, measuring and improving CX. Understanding customer experience is one thing, but knowing how to manage it is at the core of providing a better experience for your customers, no matter where they are on their journey.

Customer Experience 62

Customer Experience Management Journey mapping Metrics 62

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues.

Best practices 72

Best practices Upselling Coaching Accountability 72

Hello Customer

JUNE 1, 2021

After launch, companies should capture feedback to know whether they made the right choices. Imagine that a bank has a customer which hasn’t used his bank account for years, but still pays for it. The amount of empowerment the frontline staff gets from the management. Let me call my manager." Get in touch!

Marketing 98

Marketing Customer centricity Banking Feedback 98

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 70

Accountability APIs Metrics Engineering 70

customer sure

JANUARY 19, 2022

The feedback programme is discussed, weighed up, and surveys are produced and tested. Then after careful planning, customers are contacted and asked to provide their thoughts and feedback. And many of your customers will willingly provide this feedback. There are certainly a few variables to consider and think through.

Feedback 62

Feedback B2C B2B Surveys 62

ChurnZero

JUNE 25, 2021

Customer Success is an emerging industry, and so it’s understandable that there’s some confusion around how it differs from the longer-standing functions of Customer Support, Account Management, and Professional Services. There are Customer Success Associates, Customer Managers, Directors, and so on.

Accountability 52

Accountability Customer Support Management Consulting 52

Spearline

APRIL 1, 2021

Poor audio quality can be a large inconvenience during virtual meetings, especially when everyone is remote working. Make an effort to keep your meetings in a quiet environment. Try to avoid joining a meeting from your vehicle. To avoid feedback, don't rely on your computer’s iffy built-in microphone and speakers.

Entertainment 80

Entertainment Telecommunications Accountability Feedback 80

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 67

Accountability Management Upselling Customer centricity 67

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. Managing Remote Contact Center Agents. Although there are a lot of similarities, there are also a great many differences between managing a team, and managing a remote team — especially a contact center team! Focus on results.

Contact Center 133

Contact Center Management virtual call center Call Center 133

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

CustomerSuccessBox

JANUARY 19, 2022

What is an account transition? An ‘ account transition’ is the process by which an existing or a new customer account is transitioned from one member of the Customer Success team to another. In an ideal world, your Customer Success Managers would have a great relationship with the customers. A CSM is overloaded.

Accountability 52

Accountability Feedback Management Customer Experience 52

JustCall

MARCH 28, 2023

When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. As a manager, establishing that relationship takes a little more time when working remotely.

Sales 52

Sales Management Morale Employee engagement 52

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 72

Accountability Management Upselling Customer centricity 72

CSM Magazine

OCTOBER 18, 2023

In the realm of project management, distinguishing between an Enterprise Project Management System and other types of businesses is essential for making informed decisions. Enterprise management systems are designed to handle multifaceted projects that span various departments, locations, and even international boundaries.

Enterprise 52

Enterprise Management Analytics CRM 52

Andrew Mcfarland

SEPTEMBER 24, 2022

When choosing a career in project management, consider what the ideal candidate looks like. This article will outline a project manager’s most essential qualities and traits, including the ability to coordinate multiple communication channels and a strong personality. You should be able to manage the team and lead by example.

Management 62

Management Morale Accountability Education 62

Andrew Mcfarland

SEPTEMBER 25, 2022

When choosing a career in project management, consider what the ideal candidate looks like. This article will outline a project manager’s most essential qualities and traits, including the ability to coordinate multiple communication channels and a strong personality. You should be able to manage the team and lead by example.

Management 62

Management Morale Accountability Education 62

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 93

Management Upselling Coaching Best practices 93

SharpenCX

JULY 29, 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. That’s why it’s so important to focus on how to make every employee meeting successful for both parties. Hold each other accountable.

Accountability 67

Accountability Feedback Management Employee engagement 67

CSM Magazine

MARCH 3, 2023

” Customer service managers know this better than anyone, having the monumental task of establishing relationships with employees, customers, and other management teams. Customer service managers are the main hinge point in handling disputes and set the tone for how a business will be perceived from the outside in.

Customer Service 52

Customer Service Management Feedback Personalization 52

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Legal advisors.

Management 87

Management Journey mapping Best practices Metrics 87

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CustomerSuccessBox

JUNE 21, 2021

The success of your company depends on how you deal with the needs and goals of your customers.That’s why many businesses are shifting their customer strategy, including the ongoing customer growth plan from the Account Manager to the Customer Success Manager. Read about the responsibilities of a customer success manager.

Management 52

Management Feedback Accountability Technology 52

CSM Magazine

MAY 10, 2024

Financial entities must not only meet but strive to exceed the standards that customers anticipate. Customers no longer rely solely on physical branches and are increasingly turning to digital channels like mobile banking apps, online platforms, and even social media for real-time access to their accounts and financial advice.

Banking 52

Banking Customer centricity Feedback Surveys 52

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

Hello Customer

JUNE 30, 2022

So, why should your customer feedback process not be seamless and unified? You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. Why should you integrate your systems with Hello Customer?

Feedback 52

Feedback APIs CRM Surveys 52