Playvox

MAY 26, 2021

For more information about how you can implement cross-selling and upselling, including best practices from contact centers that are currently cross-selling and upselling, I highly encourage you to read the full research report. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

Fonolo

MARCH 28, 2023

Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. Providing training and coaching: Training and coaching call center agents is an important part of the job. You’ll also need data analysis, project management, and customer feedback analysis skills.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Tethr

MAY 28, 2020

They should be educated on how to provide a low-effort experience, the significance of customer loyalty and all the selling points against your industry’s top competitors. Clarify best practices. Give them continuous feedback. Consistently monitor rep performance and give them the feedback they need to improve.

Call Center 75

Call Center Coaching call center software Education 75

SharpenCX

OCTOBER 13, 2021

Look for technology with targeted coaching and personalized remote training. Without frequent feedback and training, your agents can feel insecure about their performance. Look for cloud technology that makes it possible for you to coach agents remotely so you can give frequent, focused feedback. >>

Contact Center 128

Contact Center Technology Coaching Analytics 128

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. Brad Dashnaw is the CEO of one of the top companies in the Digital Marketing space for Higher Education and Automotive Companies with over 4,000+ succesful clients.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. The best thing that you can do to increase efficiency at a contact center is…”. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Serenova

MAY 13, 2020

With this critical information, you can identify exactly where each agent is delivering great service while uncovering opportunities for additional training, coaching and tools. You can determine the coaching and training that will have the greatest impact on customer experience. Also, encourage their feedback in the process.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Expivia

MAY 9, 2021

If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. You want to educate your associates on all of these. What Is Quality Monitoring in a Call Center?

Call Center 98

Call Center Education call center association Analytics 98

Eptica

JUNE 12, 2019

OK, so, you’re listening to customers and getting all of this great feedback, but the experience isn’t improving. There are a ton of best practices for proper survey design and VoC program design; educate yourself on these and incorporate them into your program. What gives? Don’t sell with your surveys.

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. Remote agents aren’t disadvantaged by not having onsite training, It’s just more important that their training is structured and contains all the best practices to be successful.

Scripts 82

Scripts Best practices Coaching Education 82

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 best approach is to take failure as a lesson. Embrace failure.

Call Center 182

Call Center Management Scripts Coaching 182

Tethr

FEBRUARY 13, 2020

Don’t skimp out on educational programs to provide support for those that need it. That’s the difference between being a manager and being a coach. Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Feedback is king.

Call Center 83

Call Center Coaching call center software Benchmark 83

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. Remote agents aren’t disadvantaged by not having onsite training, It’s just more important that their training is structured and contains all the best practices to be successful.

Scripts 72

Scripts Best practices Coaching Education 72

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? And, it’s your responsibility to know what the best team should offer. A Good Coach. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

JustCall

MARCH 9, 2023

To train your agents on proper call center etiquette, follow these tips: Create thoughtful training material and keep updating it in real-time Educate agents on treating customers with patience, respect, and empathy Train agents to keep customers ‘in the know’ at all times.

Call Center 52

Call Center call center software Construction Best practices 52

Tethr

JUNE 5, 2020

Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. This helps keep them engaged and shows that you care about their continuous education. Ask your agents what they need. Gamification works.

Morale 65

Morale Contact Center Gamification Scripts 65

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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. In terms of education, 37.2% had an advanced degree, and less than one percent completed their education at the middle school level. had a 4-year college degree, 6.9%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Expivia

MAY 13, 2021

If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. You want to educate your associates on all of these. What Is Quality Monitoring in a Call Center?

Call Center 52

Call Center Education call center association Analytics 52

ChurnZero

JUNE 25, 2021

Account Managers practice inbound, reactive coaching by responding to specific inquiries when a customer reaches out. Customer Success acts as a proactive coach to the customer. They provide the customer with consultative feedback and best practices tailored to the customer’s context.

Accountability 52

Accountability Customer Support Management Consulting 52

JustCall

SEPTEMBER 5, 2023

When it comes to real estate agents, performance assessments serve as a catalyst for goal-setting, and enabling them to seek further education and achieve their full potential. After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects.

Real estate 52

Real estate Construction Feedback Morale 52

ChurnZero

JANUARY 28, 2022

Collect feedback and adapt. So, I’d like to give a quick shoutout to Lauren Dill , Director of Success & Services at Ellevation Education, and Kelly Jo Drey , Partner Success Operations Manager at FreeWill. Instead, consider using a phased approach that allows you to consolidate feedback and drive meaningful change early on.

SaaS 98

SaaS Feedback Coaching Education 98

Balto

AUGUST 29, 2023

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk. Since its existence, there haven’t been any rules or regulations that govern contact center common practices. History of Call Center Compliance Call centers date back to the 1960s.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 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! Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. How does it help your customers?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Squelch

DECEMBER 19, 2019

What is your educational background? Eight or nine years ago, I was doing a keynote for connected women in technology in Rome and as part of my talk, I shared that my formal education had ended when I graduated from high school at the age of 16. Everyone in the audience kind of gasped. The product is great.” is incredibly rewarding.

Coaching 52

Coaching Customer Service Finance outsourcing 52

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Max started his sales career path in Udemy, an online education startup where he had to create a sales process from scratch with the least amount of resources. And they did.

Sales 129

Sales SaaS CRM B2B 129

JustCall

MARCH 28, 2023

Observe and listen to the teams Take the time to listen to the experiences, challenges, and feedback of sales and customer support agents. This can include conducting trials and demos, seeking feedback from team members, and comparing features and pricing.

Morale 52

Morale Sales Feedback Construction 52

aircall

NOVEMBER 21, 2022

How can you expect to hit ambitious targets when you’re wasting time manually updating your CRM or educating new employees on the steep learning curve of complicated phone systems? In addition, the Activity Feed enables you to track and manage your team’s call activity and coach them in real-time all from within the Aircall dashboard.

CRM 62

CRM Wait times Consulting Consulting 62

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. If you notice a problem, the best way to solve it is to involve agents in the evaluation process. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

PeopleMetrics

OCTOBER 24, 2014

This is a big red flag because: Companies are developing more sophisticated Closed Loop Feedback systems. The good, the bad and the ugly of customer feedback is only made available to a chosen few. In a later post, I’ll share best practices for how to set improvement targets that make a real difference to your customer experience.

Education 54

Education Metrics Feedback Coaching 54

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

CSM Magazine

OCTOBER 6, 2021

By implementing changes to Interactive Voice Response (IVR) design, outreach & education and agent training, they expect to reduce defect rate by 40%, resulting in increased customer satisfaction and employee engagement. They discovered there were four top categories of dissatisfaction, including: 1. help finding a dentist 2. treatment 3.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

SmartKarrot

DECEMBER 12, 2022

Role: Customer Success Lead – Lark Location: San Francisco, CA, United States Organization: ByteDance As a Customer Success Lead, you will deeply understand the customer journey and develop best practices for the team to deploy, which accelerate value for the customers in a timely manner. Apply here: [link].

Best practices 19

Best practices Government Coaching Accountability 19

Education Services Group

JULY 26, 2022

Through my years of experience coaching CSMs in working directly with customers, I’ve put together this list of proven tips to help my fellow leaders of Customer Success to guide their teams through challenging customer situations and better equip them for success. CSMs should think about what makes a situation memorable for them.

Coaching 52

Coaching Finance Feedback Sales 52

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Provide guidance to customers on new software upgrades, vulnerabilities, best practices. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19