Global Response

SEPTEMBER 21, 2023

The key lies in ensuring your outsourced call center implements some core best practices for e-commerce businesses. In this article, our team—with over 40 years of CX and call center experience—will walk you through those best practices, and how to implement them with your outsourced call center partner.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling. Our brains love stories.

Sales 52

Sales Marketing Accountability Best practices 52

Callminer

FEBRUARY 7, 2018

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

Best practices 207

Best practices Finance outsourcing 207

CSM Practice

MAY 28, 2020

In this guide, let’s explore the available compensation plans, the right framework for thinking about customer success manager salary, and best practices. There is an ongoing debate in the customer success field around the best customer success manager salary structure. Number of case studies generated.

Best practices 126

Best practices Management SaaS Metrics 126

inSided

DECEMBER 6, 2022

Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback.

Best practices 52

Best practices Feedback Technology 52

Genroe

JULY 2, 2018

The post [Case Study] Iron Mountain Doubles NPS? In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 66

Surveys Feedback Personalization Best practices 66

Totango

NOVEMBER 21, 2019

Best Practices for Improving Customer Satisfaction NPS Scores. Here are some best practices you can use to improve customer satisfaction : Track Progress. For instance, if a customer has a score of 9-10, your team should reach out for reviews, testimonials, or case studies.

Best practices 91

Best practices Metrics Education Customer advocacy 91

ShepHyken

JUNE 10, 2016

But as we turned to myriad of resources and whitepapers for answers, we eventually found out that some of best customer service practices we’ve read were in fact from case studies in hospitality industries. At the beginning we did lots of interviews with other customer experience experts to learn more.

Best practices 204

Best practices Customer Service SaaS Education 204

CCNG

MARCH 22, 2023

Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. Here are some best practices for leaders to actively engage front line employees and gig workers, and why those strategies can have a positive impact on the organization.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

Balto

OCTOBER 20, 2022

Call Center Quality Assurance Program Best Practices: Essential Actions to Increase Customer Satisfaction. While most call center professionals have a solid grasp of the fundamentals, there is debate about best practices among QA specialists. Six Ways to Improve Call Center Quality Assurance. Get a Demo.

Best practices 52

Best practices Call Center Gamification Coaching 52

JustCall

AUGUST 10, 2022

And finally, relevant case studies must be discussed with the employees, which can be referred to when working on massive projects. The post 8 Best Practices for Managing Remote Teams appeared first on. Thus projects need to be standardized so that it’s easier for employees. Confirm the availability of proper tools.

Best practices 52

Best practices Management Morale Personalization 52

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Aspect

AUGUST 21, 2019

We will also outline how to get the most out of your existing investment and provide customer case studies so you can see first-hand how we’re simplifying and improving the customer engagement landscape. The post Join us at ACE Europe to discover best practices for delivering greater ROI appeared first on Aspect Blogs.

Best practices 70

Best practices Self service Analytics Education 70

Genroe

JULY 2, 2018

The post [Case Study] Iron Mountain Doubles NPS? In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […]. by Hans Chr.

Surveys 40

Surveys Feedback Personalization Best practices 40

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Let's make this series a collaborative journey!

Contact Center 195

Contact Center CCNG Best practices Technology 195

CustomerSuccessBox

DECEMBER 4, 2018

The SaaS customer retention best practices below will help you understand the needs of your customers so that you can act proactively and maximize renewals. Customer Retention Best Practices. The above are some of the common SaaS customer retention best practices that will improve your retention rate.

Best practices 40

Best practices Customer retention SaaS Metrics 40

JivoChat

JANUARY 17, 2021

A Virgin Airlines case study found that the conversion rate for customers who used live chat was 3.5 Live Chat Support Best Practices. In this section, we’ll cover live chat support best practices for both customer support agents and managers. Live chat support best practices for agents.

Best practices 52

Best practices CRM Customer Support Personalization 52

CCNG

JANUARY 11, 2023

It’s been a theme across business books, case studies, and articles. When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success? It is an opportunity to retain customers and employees—and secure new ones along the way.

Customer Service 195

Customer Service CCNG Education Self service 195

Genroe

JULY 20, 2017

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

Best practices 40

Best practices Feedback 40

Andrew Mcfarland

NOVEMBER 24, 2015

Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.”

Customer Service 59

Customer Service Best practices 59

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. Trained a competing global vendor in best practices. In other words, we assisted a competing vendor in implementing our best practices and success template to ensure a seamless experience for our client and their customers.

Best practices 62

Best practices Enterprise Technology Management 62

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Below are five best practices that will help you enhance agent adoption and improve your service efficiency.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

JustCall

SEPTEMBER 15, 2019

Treat these calls and queries as self-contained case studies. Further reading: 3 Proactive Customer Success practices to reduce churn. Recent search terms: call center boost customer service call center quality The post Quality Assurance – Best Practices to Boost Customer Service appeared first on Justcall Blog.

Best practices 40

Best practices Customer Service Benchmark Scripts 40

Eptica

JULY 29, 2020

Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? Categorie(s): Best Practice In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Airlines Best practices Personalization 98

Eptica

JULY 15, 2020

In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Share this page on: Tweet. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Best practices Customer Service Personalization 119

ClientSuccess

JUNE 27, 2018

This could mean fun, casual blog posts with plenty of memes and visual aides, or a new case study that features an amazing success story. The post 6 Customer Engagement Best Practices During the Summer “OOO” Season appeared first on ClientSuccess. Schedule Critical Checkpoints Well In Advance.

Best practices 40

Best practices Entertainment SaaS Surveys 40

Global Response

JANUARY 31, 2024

Let’s look at a couple of case studies to see the benefits of outsourcing IT support in action. Case Study #1: An established museum and its outsourced IT services provider Background : A celebrated and established museum in New York City had limited in-house IT capabilities.

outsourcing 62

outsourcing Technical Support Best practices Education 62

ForeSee

MARCH 29, 2019

“Listening to the voice of our customers from the beginning of our digital transformation has helped us make the right decisions for our business.” – James Turnbull, Director, Group Digital.

Best practices 40

Best practices 40

AWS Machine Learning

APRIL 12, 2023

Each document type has a separate folder: blogs, case-studies, analyst-reports, user-guides, and white-papers. Based on the ACL, we should be results from all the folders: blogs, user guides, case studies, analyst reports, and whitepapers. User Group Document Type Authorized for Access Guest.

Enterprise 92

Enterprise APIs Engineering Management 92

Nicereply

JUNE 12, 2023

Empower your team members to practice reflective listening and empathize with customers, while also making sure they have the resources and tools they need to do the job right. Real-life case studies : Craft a case study based on a challenging customer situation your team has faced before.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

VirtualPBX

JANUARY 23, 2024

One way to emphasize this is to include specific case studies in your training content. Consider your culture Cybersecurity should become an everyday practice, like signing in and out. It’s not enough to simply lecture agents on best practices, you need to show how they can implement them into their daily workflow.

Call Center 98

Call Center Engineering Education Best practices 98

Beyond Philosophy

DECEMBER 16, 2021

Because of risk aversion, the default from a business standpoint is to adopt a best-practices approach. However, best practices as a customer strategy are inherently reductive. Maybe it’s an article you read or a case study that demonstrated success with various customer strategies you want to employ.

Education 243

Education Best practices Consulting Consulting 243

The Northridge Group

OCTOBER 1, 2020

Best practices for contact center coaching and training. Experience has shown that some of the best practices for developing associates and effectively coaching them include: Informal daily connections. Increased First Contact Resolution and Inquiry Resolution. Customization is key.

Coaching 128

Coaching Contact Center Best practices Management 128