Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.'

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. Leapfrog common practice norms to true best practices.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. Ensure new hires are crystal clear on best practices and ideal workflows so they can do their jobs efficiently and limit the number of escalated issues – reducing cost per call.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. 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. The best thing that you can do to increase efficiency at a contact center is…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

JULY 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. Lean more about the NobelBiz OMNI+ Call Queue System here.

Wait times 52

Wait times Telecommunications Call Center CRM 52

CustomerSuccessBox

OCTOBER 31, 2021

Customer Success & Experience Influencer, Executive, Speaker, Author, Consultant, Coach, and Board Advisor who is passionate about sharing best practices and lessons learned to help others succeed! Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Why is Quarterly Business Review important?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Beth Carey | Co-founder and CEO, Pat AI.

Government 75

Government Gamification outsourcing Consulting 75

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. If your CFO denies your budget requests, be ready to present them with a tradeoff. “If Is professional services offering trustworthy consulting services?

SaaS 98

SaaS Customer centricity Finance Best practices 98

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The presentation is shown to everyone in the training. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency).

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

DMG Consulting

JANUARY 10, 2019

In addition to AQM evaluations, it is a best practice for supervisors to conduct some live monitoring of interactions to facilitate in-the-moment agent coaching and/or recognition. Once all opinions are presented, the group must reach a consensus on the best way to score each question.

Calibration 48

Calibration Quality management Best practices Analytics 48

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant.

Coaching 106

Coaching SaaS Metrics Accountability 106

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Understand your customer expectations.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

SmartKarrot

NOVEMBER 8, 2022

Role: Global Head of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Heimdal As a Global Head of Customer Success, you will lead a team of Customer Success Team Leads, and share value-based best practices across the team. Recruit, hire, mentor and coach Customer Success team members.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Almost half of our participants (48.2%) were in Customer Service, followed by Sales, Answering/Transferring Calls, Consulting, Customer Account Cancellation/Retention, and Collections.

Scripts 52

Scripts Coaching Contact Center Surveys 52

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

SmartKarrot

APRIL 25, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Best practices 19

Best practices Consulting Consulting Metrics 19

ChurnZero

MARCH 11, 2020

When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

SmartKarrot

AUGUST 29, 2022

Execute consulting projects with customers. Ensure that all agents follow the Company’s best practices for call center management and operations. Review call center staff performance to provide coaching, assistance, and training to agents on an ongoing basis. Translate customer feedback into product requirements.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). His company Practical CSM Academy provides global customer success management consulting, training and certification services. Irit is also the Chief Customer Officer & CEO at CSM Practice.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Amity

APRIL 7, 2017

Leave it up to your board of directors to choose what metrics you should present, and you might find yourself merely explaining churn. Jeff Piper, Co-founder and Chief Customer Officer at SpringCM recommends including three key metrics in your board presentation: Referrals , Reference-ability and Retention rates (aka, the 3 R’s).

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Allison Pickens. Annette Franz. Annette Franz is the Founder and CEO of CX Journey Inc. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Practice

APRIL 17, 2017

Leave it up to your board of directors to choose what metrics you should present, and you might find yourself merely explaining churn. Jeff Piper, Co-founder and Chief Customer Officer at SpringCM recommends including three key metrics in your board presentation: Referrals , Reference-ability and Retention Rates (aka, The 3 R’s).

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

JustCall

JUNE 26, 2023

We will cover various aspects, including the significance of promptly responding to leads, best practices for engaging with prospects, effective techniques for closing deals, and an exploration of software solutions that can assist and enhance the lead conversion process. This statistic underscores the significance of immediate action.

Real estate 52

Real estate Marketing Scripts Personalization 52

DMG Consulting

JANUARY 2, 2018

The point is that there is a lot more that can be done with speech and text analytics, and this sector presents substantial opportunity for both vendors and end users. And QA is often the most effective method for providing timely coaching to agents to improve service quality and increase agent satisfaction and retention.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

SmartKarrot

MAY 3, 2021

I’ve coached cohorts of leaders with nearly identical knowledge and skills yet seen them have wildly varying degrees of success in similar roles. Sample SotC presentation deck 4. Helping Others Understand the Customer – best practices guide Knowledge Transfer: 1. Formulas for net unit and revenue retention 2.

Finance 19

Finance Coaching Consulting Consulting 19

SmartKarrot

JANUARY 27, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Fathom As a Head of Customer Success, you will manage and monitor the client-side of the implementation process, delivering best-in-class client service and meeting every milestone. Provide mentorship and coaching to junior members of the customer success team.

Upselling 19

Upselling Enterprise Accountability Feedback 19

CSM Practice

APRIL 17, 2017

Leave it up to your board of directors to choose what metrics you should present, and you might find yourself merely explaining churn. Jeff Piper, Co-founder and Chief Customer Officer at SpringCM recommends including three key metrics in your board presentation: Referrals , Reference-ability and Retention rates (aka, the 3 R’s).

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

NobelBiz

NOVEMBER 26, 2021

Crises bring out the best and worst in people – it’s up to you to pick what attitude you’ll adopt and the type of leader you’ll be. Christa Heibel, Founder, and CEO of CH Consulting discuss Crisis Leadership and Mindset in Business from our podcast series First Contact: Stories of the Call Center.

Best practices 52

Best practices Management Contact Center Cloud contact 52

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Lincoln Murphy. Jeanne Bliss. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team. Apply here: [link].

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

ChurnZero

APRIL 3, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. Maybe it’s best practices or pieces of the product that they’re not using—all coming out in an automated way, such as providing customer health checks on a quarterly basis with a link to a webinar. How to do your homework before an EBR.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Register for 9am BST Session . Register for 11am EST / 8am PST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28