Kapta Customer Success

DECEMBER 19, 2022

It’s essential to understand what the world looks like through the eyes of your customers if you want to become their trusted advisor. That’s why you need to have radically authentic conversations with your customers where you show up as a peer when you’re talking to executives.

Accountability 40

Accountability Coaching Management 40

CSM Magazine

JANUARY 22, 2024

Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. Accounting companies should communicate clear time frames for responses.

Accountability 52

Accountability Customer Service Best practices Technology 52

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Accountability Sales Upselling 87

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

Expivia

JANUARY 26, 2022

But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. To transform your call center, you need to rethink your approach to contact center management.

Call Center 105

Call Center Contact Center Management Employee engagement 105

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. There are a few reasons for this, but one of which is that account reassignments are, in my opinion, one of the most overly complicated processes in the Customer Success space. So let’s get into it.

Accountability 59

Accountability CRM Management Personalization 59

Callminer

MARCH 9, 2020

Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating. Managing Shifts. Below, we have amassed 25 highly useful buying tips to help you in that process. Scheduling Software Buying Tips for Call Centers.

Best practices 182

Best practices Call Center Analytics Metrics 182

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

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

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

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Here are five top tips for setting better KPIs and crushing your goals: Call Center Tip #1 — Don’t Choose Too Many KPIs. Call Center Tip #2 — Set Realistic KPIs. Call Center Tip #3 — Avoid KPI Cannibalization.

Management 76

Management Calibration Call Center Average Handle Time 76

Fonolo

FEBRUARY 18, 2021

We’ve got eight essential tips so you can start improving your contact center today. TIP: Ask yourself: is this issue a symptom of a larger problem? By taking this step, your contact center management team can make strategic data-driven decisions. But you’ll need more than that. Unsure where to start?

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. Client success manager and Customer Success Manager. Client success manager Customer success manager Clients are their prospects Customers are the prospects. What is customer success? Salary comparison.

Accountability 52

Accountability Customer Support Management Upselling 52

Fonolo

AUGUST 24, 2021

8 tips for creating an ideal call center environment. Here are some tips to improve your call center environment: 1. Your management team should be transparent on how agents can adopt these values and answer any questions they might have. TIP: Regular communication is great, but it should also be clear.

Call Center 148

Call Center Morale Best practices Contact Center 148

Inbenta

MARCH 15, 2021

However, these ticketing softwares are not self-sufficient and require active management so that they don’t become backlogged with unresolved requests. This article will outline six tips for you to implement to ensure the smooth operation of your ticketing system, and thus that you are making the most of your ticket management software.

Customer Support 81

Customer Support Management Chatbots voip 81

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. And if so, do you have any tips on what to post? Any tips on how to get started building these out? . JD : Absolutely!

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

CSM Magazine

JULY 25, 2022

As the internet continues to grow, so does the importance of reputation management. There are a few key things you can do to help manage your company’s reputation. During this article, we will discuss all the different tips and tricks you can utilize in order to manage the reputation of your company.

Management 59

Management Feedback Accountability Customer Service 59

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization.

Accountability 52

Accountability Sales Customer retention B2B 52

ProProfs Blog

JUNE 7, 2019

billion emails , out of which business emails account for 108.7 Here are some email management tips that will help you understand your current productivity score and increase it by 90%. Making use of these tips will reinvent how you write, reply, receive, organize, and even think about emails. #1.

Management 84

Management Accountability Banking Marketing 84

CSM Magazine

APRIL 16, 2024

They can handle a multitude of tasks, such as answering frequently asked questions, guiding users through the site, managing account inquiries, and even offering tips and information on games.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

Kapta Customer Success

AUGUST 20, 2018

What account management style does your organization use? Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. In fact, KAM is Customer Success for the accounts that matter the most to your organization. It’s not! That’s it!

Accountability 40

Accountability Management B2B Consulting 40

Fonolo

OCTOBER 4, 2022

The same goes for contact center management. 3 Tips to Improve Call Routing in Your Contact Center. The post 4 Tips for Effective Skills-Based Call Routing first appeared on Fonolo. If you were to use a forward player as your goalie for the penalty kick, you would not be setting your team up for success.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Vcaretec

JUNE 6, 2022

Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year. You’re always going to have customers queuing up for service, and you need to have a logical system for creating and managing that queue.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . 3 Tips That Can Help!

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Nicereply

JUNE 3, 2021

Although you may or may not have adopted chatbots yet, this piece will give you an introduction to them, explain how your business can utilize this technology, and provide some tips on how to avoid common mistakes. Guiding individuals through feedback forums or setting up accounts. Tips for Avoiding Common Chatbot Pitfalls.

Chatbots 52

Chatbots Customer Support Management Feedback 52

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. To be a successful key account manager well into the future, you need a proven track record of helping your customers grow their accounts through the products and services your company offers.

Coaching 53

Coaching Accountability Management Consulting 53

ProProfs Blog

OCTOBER 16, 2020

9 Proven Tips and Tricks to Create an Anonymous Survey. Bonus Tip (Well.it’s a surprise!). With no fear of judgment, respondents get an excellent avenue to redress their grievances.For example, in the case of employees who collectively face a pay issue, anonymity helps their voice reach the top management. .

Surveys 158

Surveys Construction Personalization Feedback 158

Fonolo

APRIL 8, 2021

Operations, customer experience, and quality of training are also huge factors that should be considered by management. Then, use the following tips in your strategy to empower your agents and improve your FCR score. It collects information about their query such as their name, account number, and more.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

Nicereply

JUNE 2, 2022

Here are six tips you can follow for a stellar social media customer service. Have the URL for this knowledge base on your business’s social media account page. You may want to look at implementing one for your social media accounts now. Add a separate account for customer support. Run a social media audit.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly. Continuously iterate “Iteration is key,” Taylor agrees.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers.

Best practices 98

Best practices Feedback Management Surveys 98

CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new and finding the right candidate for the job can certainly frustrate the hiring manager. Tip 1: Productivity.

Management 49

Management Upselling Coaching Accountability 49

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

Amity

JULY 13, 2017

SaaS Tattler Issue 104: Team Management Tips for Amazing Customer Success Leadership. Managing a team is never an easy task. Like anything, leadership takes work, this is why we’re dedicating this week’s SaaS Tattler to improving your management skills. • The Management Skills You Need to Lead Your Team.

Management 56

Management Morale SaaS Accountability 56

ConvergeOne

JANUARY 19, 2021

In the previous installment of this blog series , we shared seven cybersecurity tips to prepare your organization for 2021. This blog post includes seven more tips to help protect your organization from cyber-attacks. Cyber Tip 9: Are you protecting your home environment from cyberthreats? Remember to be a good online neighbor.

Finance 89

Finance Banking Accountability Personalization 89