NICE inContact

JUNE 17, 2019

So, if QM is the main mechanism contact centers utilize to ensure high quality, then it only makes sense that QM programs should evolve to encompass evaluations and feedback on digital channels as well. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Quality management 54

Quality management Analytics Customer Experience Management 54

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Coaching needs to happen in real time from management. Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. The Post-Call Survey application offers a simple, self-serve survey interface that makes building and deploying new surveys quick and easy.

Contact Center 40

Contact Center Feedback contact center solutions Enterprise 40

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. They don’t do anything else except maybe monitor a few calls and give some feedback. Continuous coaching and training helps mitigate this risk.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

MAY 18, 2022

As agents use the playbooks and iterate, they create a data feedback loop which in turn optimizes the playbooks even more to ensure the best possible outcomes for sales and service. The process of incorporating post-call analytics back into a talk track can be lengthy and require hours of work. No one else is doing that. About Balto.

Best practices 52

Best practices Contact Center Coaching Engineering 52

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. It is also interesting to see the salaries commanded by Data Engineers are higher than Data Scientists. So, let me share those discussions and challenges with you.

Analytics 100

Analytics Banking Consulting Consulting 100

Netomi

MARCH 14, 2022

“This could involve getting the technical acumen that you need, you don’t need to be doing the technical development or execution but just need to have the acumen in order to be able to speak to it,” she continued, noting that she may pull aside an engineer in the room for a whiteboard brainstorming session.

Customer Service 59

Customer Service Education Analytics Coaching 59

SharpenCX

MARCH 30, 2021

Data and analytics power your contact center. Ask yourself and your leaders questions to get a feel for what you have and what you’re missing with your current reporting engine. Does my call center technology allow me to solicit customer feedback? What does your data tell you about where you need to coach and develop your teams?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah. Peter Abah is the Head of Customer Support at Hotels.ng.

call center software 210

call center software Call Center Contact Center Analytics 210

Tethr

JULY 11, 2019

Lutron’s contact centers feel less like the “factory floor” model you see in most companies and more like a knowledge work environment similar to what you’d see in a marketing, finance or engineering department. Customers are over-surveyed, and they just aren’t willing to take the time to provide detailed feedback to companies anymore.

Contact Center 81

Contact Center Government Scripts Surveys 81

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Interact with other areas of their business to ensure customer success, such as Product and Engineering.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

FEBRUARY 8, 2023

Work closely with our Product teams to communicate customer feedback and insights, and drive customer-centric initiatives forward. Coach and develop direct reports for growth and development. Manage the day-to-day of the Field Operations Team and communicate customer needs to the engineering and product teams.

Engineering 19

Engineering Best practices Customer centricity Coaching 19

NobelBiz

FEBRUARY 15, 2023

Your call center managers and supervisors Get reliable data from a wide range of analytics and reporting tools that give you information about the past and the present that you can change to make detailed performance reports. Call calibration sessions are a good way to get feedback that can be used to improve things.

Calibration 52

Calibration Call Center Call Logging Quality management 52

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

SmartKarrot

DECEMBER 7, 2022

Build strong relationships of trust & collaboration across internal key functions, including Sales, Product, Engineering, Finance, Legal, HR, and Marketing. Drive consistent improvement by setting targets, noting trends, and coaching based on individual needs.

Customer retention 19

Customer retention Finance Accountability Coaching 19

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Provide regular reporting to the leadership team on metrics, goal attainment, programs, and customer feedback.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

MARCH 1, 2023

Your team needs coaching in order to develop solid connections with the account stirring committees and win repeat business. Strengthen business analytics to support efforts that are essential for long-term growth. Coordinating with Product and Engineering to identify and track local customer requirements.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

AWS Machine Learning

JUNE 24, 2022

For example, you can use the connector to extract standardized study information from protocols stored in Vault RIM and expose it downstream to medical analytics insight teams. To close the feedback loop, the AVAICustomFieldPopulator Lambda function has been created. You can visualize these records using Kibana.

APIs 72

APIs Healthcare SaaS Engineering 72

SmartKarrot

MARCH 16, 2023

Product Feedback: Gather important customer input and organise it into needs that the product team can prioritise and carry out. Be “in the trenches” and help your team produce outstanding results while offering “live fire” coaching and growth.

Upselling 19

Upselling Coaching Engineering Accountability 19

SmartKarrot

SEPTEMBER 23, 2021

Develop and execute custom adoption and expansion plans through excellent analytical, problem-solving, project management and technical skills. Liaise with the Product Owner team regarding customer feedback. Manage customer risk assessment, expansion opportunities and deliver regular performance and activity reports to leadership.

Upselling 19

Upselling Advertising Analytics Coaching 19

SmartKarrot

OCTOBER 31, 2022

Capture product feedback from customers and engage with the product team to improve our product roadmap. Review customer usage analytics and identify customers at risk of churn. Review customer usage analytics and identify customers at risk of churn. Analyzing different data sources to understand the customer’s big picture.

Upselling 19

Upselling Best practices Coaching Engineering 19

NobelBiz

MAY 2, 2023

Flexible working arrangements such as remote work or alternate schedules can reduce stress levels while recognizing achievements through feedback can also help retain top talent within the workforce. Training and Coaching: The success of an outbound lead generation strategy depends on the skills of the contact center agents.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

SmartKarrot

MAY 26, 2021

As a Director of Customer Success, you will hire, coach, and develop the CSM team focused on working with federal government agencies. Work closely with sales, marketing, product, engineering, and support teams to ensure we constantly deliver value to the customers. Meet team revenue targets for renewals and growth.

Engineering 10

Engineering Technical Support Government Coaching 10

SmartKarrot

JULY 5, 2021

Role: Director, Customer Success (Federal) Location: Arlington, VA, US Organization: Decision Lens As a Director of Customer Success, you will manage the Federal customer success team through recognition, training, mentoring, feedback and goal-setting. Provide structured feedback to internal teams and documented client requirement as needed.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

DECEMBER 11, 2020

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. This includes retaining talent and implementing processes designed to manage turnover effectively. Apply here: [link].

Enterprise 10

Enterprise Engineering Finance Consulting 10

SmartKarrot

DECEMBER 4, 2020

Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management. Communicate enhancement opportunities & product feedback across engineering, product, sales & marketing. Collaborating with technical teams on suggested improvements based on customer feedback.

Upselling 10

Upselling Technical Support Feedback Coaching 10

SmartKarrot

SEPTEMBER 18, 2020

Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. It is the largest college recruiting network that serves more than 17 million high school athletes and over 30.000 college and university coaches throughout the USA.

SaaS 21

SaaS Education Coaching Healthcare 21

SmartKarrot

MAY 13, 2021

Clearly communicate customer feedback and trends to key stakeholders in Product, Marketing and Tech. Leverage your analytical skills and knowledge of the programmatic marketplace to influence advertising strategy and execution towards “programmatic-first”.

Advertising 10

Advertising SaaS Coaching Metrics 10

Playvox

FEBRUARY 16, 2024

The Role of AI in Quality Management According to a June 2023 McKinsey report , about 75 percent of the value that generative AI use cases could deliver falls across four areas: Customer operations, marketing and sales, software engineering, and R&D. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

Tethr

AUGUST 22, 2020

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To They include audio analytics, speech analytics and text analytics from customer calls, customer chatbot conversations and customer support case emails.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

SmartKarrot

DECEMBER 22, 2020

Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis. This is a “player/coach” role by design. Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback.

Engineering 125

Engineering Feedback Technical Support Surveys 125

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. Encourage leaving customer feedback both generally about your brand and also about a single important customer touchpoint. So how do you make that happen? #1:

Feedback 64

Feedback Customer centricity SaaS Coaching 64

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Omnichannel Analytics. Omnichannel Analytics. Customer Surveys.

Surveys 55

Surveys Coaching Contact Center Quality management 55

JustCall

MAY 8, 2022

In this guide, we’ll discuss all aspects of sentiment analytics and emotion analysis AI – and how it can help your team deliver an exceptional experience to every customer. However, an automated sentiment analysis engine helps you gain a deeper understanding of your customer’s wants and needs. Choose your feedback channels.

Analytics 52

Analytics Feedback CRM Upselling 52

SmartKarrot

JULY 1, 2022

Define and drive the ideal customer experience in close partnership with senior leadership across Product, Engineering, Marketing, and Sales. Partner closely with the product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed.

Engineering 3

Engineering Upselling Analytics Coaching 3

NobelBiz

FEBRUARY 21, 2023

NobelBiz OMNI+ has personalized Reports Engine that gets your call center reliable data from a wide range of analytics and reporting tools that provide historical and real-time information you can customize to build comprehensive performance reports. And from that feedback you can figure out all your call center pain points.

Call Center 52

Call Center Metrics Coaching Analytics 52