Quality Contact Solutions

MARCH 2, 2022

What’s the correlation between hitting your sales goals and leprechauns? Closing sales deals is like the journey to finding your pot of gold—a lot of challenges, obstacles, and some tough leprechauns… errr, I mean prospects, ?along Find your pot of gold by setting sales goals. a nalyzing sales metrics.

Metrics 98

Metrics Sales Telemarketing Outbound sales 98

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The author of this short article shares his take on the similarities and differences between the two. I Debate Myself by Steve Olenski.

Journey mapping 298

Journey mapping Customer Service B2C Big data 298

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Voiptime

JANUARY 2, 2023

We are not now discussing any social or other functions of a business, because it doesn’t relate to the topic of this article - the fact remains that the main goal for every sales organization is to do as many sales as possible. So, there are numerous questions to answer in this case - what are sales key metrics?

Metrics 40

Metrics Sales Advertising SaaS 40

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy. by Mary Drumond.

Customer Service 291

Customer Service Chatbots Contact Center Metrics 291

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Individual agent metric 2.

Customer Service 193

Customer Service Metrics B2C B2B 193

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 92

Sales Coaching Brand ambassadors B2B 92

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. eWeek) Priorities of sales teams are facing mandates for change, thanks to intense new competition online among vendors of all types.

Customer Service 290

Customer Service Surveys Marketing Sales 290

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences.

Customer Service 167

Customer Service Multichannel Call Center Contact Center 167

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. A couple of years ago, these metrics had a proclivity towards transactions and sales.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Enterprise Accountability Metrics 71

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Top Five Bonus.

Customer Service 211

Customer Service Customer retention Call Center Metrics 211

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. When people think of top-line growth, they often think of Sales. But Customer Success? Not so much. Health Scores.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 106

Sales Marketing Metrics APIs 106

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The author of this article poses this question: In what ways are elite brands going the extra mile to keep customers satisfied?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

JivoChat

AUGUST 1, 2023

Sales tools are necessary regardless of the size of your company. They can make the sales team work much more productively, save time, and increase profit as a consequence. Pen, papers, post-its, a whiteboard, the telephone, all of those items are sales tools, and very useful ones. Check out the article to know more.

Sales 75

Sales CRM Analytics Chatbots 75

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Customer success owns a large portion of that metric. Get a crash course on Customer Success metrics .

SaaS 98

SaaS Metrics Customer retention Upselling 98

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 5-year-old company, which has few peers in the market, is on track to do $50 million in sales this year. My Comment: This article is excellent.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Here are four customer service skills that the author of the article feels companies have to relearn. Here are my top five picks from last week. I hope not.)

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

Nicereply

AUGUST 1, 2022

Customer satisfaction metrics are crucial for improving the user experience. Lower metric scores show a business isn’t doing well in certain areas. But many companies don’t use customer satisfaction metrics at all, so they’re unaware of major issues. or any similar metric. What Is Customer Satisfaction Measurement?

Metrics 52

Metrics Surveys Customer effort Feedback 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

JivoChat

OCTOBER 16, 2022

Writing attractive email subject lines for sales can be the factor that makes someone open your email or not. Check out the article to know more. . How to Write a Good Email Subject Line For Sales. Your customers want to feel seen by you, and you can show that they matter to you by personalizing the email subject line for sales.

Sales 75

Sales Personalization B2B outsourcing 75

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. In this article, we’ll break down the advantages and disadvantages of Justcall and explore alternative phone systems that will help you get the most out of your customer support team and generate maximum profit. .

Sales 62

Sales CRM Interactive Voice Response Coaching 62

JustCall

AUGUST 7, 2023

There are several aspects to a successful sales call. Depending on which stage of the sales funnel your prospect is in, the intent and treatment of the sales call must be different. This helps create follow-up strategies, assign quality scores to the lead, and analyze sales performance. What is a Sales Call Summary?

Sales 52

Sales Contact center software Contact Center Coaching 52

aircall

JANUARY 13, 2023

There are many Novocall alternatives on the market, and most (if not all) of them promise to help your business improve sales and CSAT scores. Have a look at the Novocall alternatives that are ideal for creating more generative sales and support interactions while reducing costs. . This is the key to increasing sales and CSAT scores.

Sales 62

Sales CRM Morale Interactive Voice Response 62

Quality Contact Solutions

FEBRUARY 17, 2022

Sales leaders are one of the most critical assets to your company. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. But what makes sales leaders great? Here are 10 qualities that great sales leaders have in common.

Sales 98

Sales Telemarketing Best practices Coaching 98

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. So how can you know which are the best metrics to track for your business? This is why less is more—by trying to track every metric possible, you may actually lose sight of which metrics are most important for your goals and struggle to get results.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

CX Global Media

APRIL 10, 2017

If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? More sophisticated sales and service interactions require the support of additional assets. I also share a few capabilities that initially stood out to me on-site. About Grypp.

Sales 120

Sales Contact Center Customer effort Call Center 120

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Creating a Post-Sales Process for Customer Success by guest writer Brooke Goodbary. 3 Sales Strategies That Are Fueling Your Churn Rate by guest writer Mark Dacanay. We've got just what you need.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107