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. What will help them achieve their goals?”.

Upselling 92

Upselling Education Contact Center Coaching 92

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Taylor Reach Group

MARCH 18, 2021

Managing day-to-day consumer response activities, ensuring customer satisfaction in all interactions by setting and driving improvement in consumer response metrics and running continuous improvement projects. Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others.

Management 129

Management Best practices Coaching Education 129

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

NOVEMBER 23, 2021

Balancing education and engagement. Balancing education and engagement is essential if you want your training to sink in. 5 Best Practices for Training Remote Call Center Agents. Education + Engagement = Call Center Training games! However, this doesn’t mean your agents aren’t suited to the job.

Call Center 148

Call Center Abandon rate Gamification Education 148

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. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Encourage honest and open communication.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. 1: SuccessHACKER. 4: Blake Morgan.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. Providing training and coaching: Training and coaching call center agents is an important part of the job. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

SharpenCX

OCTOBER 13, 2021

So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Look for technology with targeted coaching and personalized remote training. >> Read Next: 4 Work from Home Best Practice Tips to Guide your Remote Team to Success.

Contact Center 128

Contact Center Technology Coaching Analytics 128

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

Eptica

JUNE 12, 2019

Outline objectives and success metrics As with anything you do, start from the beginning; always start with outlining why you’re launching a VoC program, what the objectives and desired outcomes are, and how you’ll measure success of the program. What gives? Keep the questions focused on the experience.

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

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

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

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

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace. Follow Jeanne on LinkedIn 6.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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

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. What metrics do you watch closely? How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

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. Of course, we do the usual business reviews on all of our metrics and how we’re performing.

Coaching 52

Coaching Customer Service Finance outsourcing 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

Solvvy

OCTOBER 25, 2022

A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. Like customer satisfaction index metrics , customer service KPIs show how well your team performs in a particular area and how it trends over time. . Monitor Customer Satisfaction Metrics. Re-Training.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

PeopleMetrics

OCTOBER 24, 2014

Here are three warning signs to look out for if you are concerned your improvements may not be reflective of reality: Your outcome measure (that means: Net Promoter Score, Customer Satisfaction Score, Customer loyalty, or other customer experience metrics) is on the rise, but: The number of customer problems and complaints isn’t similarly declining.

Education 54

Education Metrics Feedback Coaching 54

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

aircall

APRIL 5, 2021

Let’s look at some best practices and tips for doing this in your own call center. . Working in teams therefore tends to be a morale booster for everyone (as long as performance metrics are shared amongst distributed teams ). Best Practices for Time Management. Coach sales and support agents in real-time.

Call Center 59

Call Center Best practices Sales Morale 59

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 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

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

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. DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Flavio has a B.S.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

FEBRUARY 21, 2018

Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”. Call monitoring software provides the ability to review recorded calls, complete preloaded forms and provide performance feedback to agents, along with key reports and metrics. Alison Diana.

call center software 210

call center software Call Center Contact Center Analytics 210

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Mainly those that gauge the candidate’s capability to deal with customers in the best way possible.

Management 207

Management Customer Service Consulting Consulting 207

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Proactive stewardship of all customer service/success-related metrics such as case volume, case resolution, and response time.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

APRIL 18, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Apply here: [link] Role: Sr.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

NobelBiz

APRIL 11, 2023

It’s also rumored that ChatGPT might render a good number of jobs obsolete, careers in education, finance, software engineering, journalism, and graphic design are under jeopardy. However, it will be important to approach this integration carefully and thoughtfully, with a focus on improving the contact center metrics.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

SmartKarrot

OCTOBER 22, 2021

Engage customers and facilitate education and access to standard methodology guidance. Accelerate customers’ time-to-value through consultative outreach and coaching. Evaluate customer engagement by monitoring service utilization metrics and reach out to prevent stagnation through education, best practices, or consultation.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

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.

Engineering 19

Engineering Coaching Upselling Feedback 19