Taylor Reach Group

MARCH 18, 2021

Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others. Educating stakeholders across the organization and organizing regular best practice reviews. Experience developing internal processes, procedures and best practices for an organization.

Management 129

Management Best practices Coaching Education 129

JustCall

JANUARY 23, 2024

Notable features of the JustCall integration include call recording for improved coaching and best practices compliance; native sales dialer for optimizing outbound calling campaigns and lead engagement; SMS/text tools for convenient customer scheduling, reminder, promotional and other notification; and AI-based call analytics and call scoring.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Balto

JUNE 20, 2023

Real-Time Coaching helps supervisors support their agents in make-or-break moments with live call coaching alerts, live listen, live transcription, and agent chat. To learn more about how Balto works with Zoom Phone and Zoom Contact Center to improve call outcomes, visit the listing on the Z oom App Marketplace.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. The Five Best CRMs for B2B Businesses in 2022. Many CRM apps are available for B2B businesses of all sizes – from small to large enterprises.

B2B 80

B2B Sales CRM Enterprise 80

Vistio

JUNE 10, 2022

I think when we kind of put all our eggs in one basket, when we rely on one organization to provide that type of insight, it’s not always the best idea. What is your advice to enterprise leaders looking to choose a BPO to work with regarding handling their customer service department? You kind of skimmed over that.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. Initiative.

Management 91

Management Upselling Coaching Best practices 91

DMG Consulting

SEPTEMBER 12, 2023

From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

DECEMBER 2, 2022

These AI-based assistants function as virtual coaches, providing agents with context-based guidance obtained from knowledge bases, FAQs, intranets, and other sources as needed to improve agent efficiency, accuracy, and quality.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Balto

OCTOBER 25, 2022

“At the end of the day, the Index is an actionable tool: leaders at any contact center should be able to bookmark it for real-time information on what consumers are thinking, feeling, and saying so they can coach their agents accordingly.”. We’re just starting to tap into it,” said Lior Torenberg, Head of the Conversation Excellence Lab.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

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

Tethr

JULY 6, 2020

Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insights from their calls. 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.

Call Center 112

Call Center At home agents Contact Center Contact center software 112

Monet Software

MARCH 26, 2020

According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. How are you using your quality program for scoring and coaching, and what will those features look like once in the cloud? So you’re thinking of moving to the cloud for your customer engagement solutions.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Tethr

FEBRUARY 13, 2020

That’s the difference between being a manager and being a coach. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Automatically surface impactful coaching opportunities to help your reps reach their goals. Be clear on objectives.

Call Center 81

Call Center Coaching call center software Benchmark 81

TechSee

OCTOBER 10, 2019

Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time. Each live session also offers opportunities to create new best practices that can easily be shared with colleagues. The post Creating a collaborative contact center culture appeared first on TechSee.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CX Global Media

JULY 8, 2019

Lance shares how he intentionally does things different than most executives with his practices, behaviors and values that enable the entire enterprise to capitalize on greater value from their contact centers. The post How to Hire Right in Contact Centers: Top Experts Reveal Secrets appeared first on Call Center Coach.

Contact Center 120

Contact Center Education Coaching B2B 120

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

DMG Consulting

SEPTEMBER 6, 2023

This reduces handling time and increases the first contact resolution (FCR) rate, which is a win for the customer, enterprise, and agent. Due to innovations in automation, analytics, and AI, companies that are willing to invest in RTG systems and best practices can transform how their contact centers operate.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release. ROSWELL, Ga.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

CSM Magazine

JANUARY 19, 2023

It’s time for contact centre leaders to drive CX best-practice across the whole enterprise, whilst encouraging their agents to become brand guardians with the power to influence corporate perception, boost customer loyalty and profits using the data-infused sweets in their store.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Tethr

JUNE 5, 2020

Using listening enterprise software like Tethr, you can offer each rep a personalized training program based on actionable insight from their calls. 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.

Morale 65

Morale Contact Center Gamification Scripts 65

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Plus, as they will with automated bots, your agents pick up best practices over time. Empower agents with customized training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

CustomerSuccessBox

DECEMBER 6, 2021

He is also a consultant, coach, and trainer for technology professionals across 30 countries. His book “Practical CSM” is the bible for anybody embarking on the journey of customer success. Nils is a leadership coach, and has been recognized as one of the Top 25 Customer Success Influencers. Nils Vinje. Sue Nabeth Moore.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

TLC Associates

DECEMBER 10, 2019

Whether you’re handling customer service in-house or working with an outsourced contact center , there are specific best practices that can help improve your Net Promoter Score in a measurable way. It allows your brand to address obscured customer complaints and collect comments that can make an impact enterprise-wide.

Customer Service 40

Customer Service Coaching outsourcing Feedback 40

ClearAction

NOVEMBER 3, 2017

We evolved the VoC program out of Marketing, merging with the Customer Care and Business Operations teams to maintain independence as a best practice. Go beyond your enterprise feedback management system. The executive team realized they needed to really understand all of their customers and adapt to them. “We

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

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

Monet Software

MAY 27, 2020

Today’s KM is a game changer both for driving efficiencies across an enterprise and providing a personalized customer experience. Whether you’re looking to grow your skills and explore best practices—or gain real-world, actionable tips to execute now and going forward—check out our on-demand content.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

DMG Consulting

NOVEMBER 13, 2017

Here are some best practices to help your agents be successful as they acclimate to their new responsibilities: Training – An effective sales training course should teach agents to recognize a sales opportunity and segue from a non-sales issue into a sales interaction.

Technical Support 48

Technical Support Contact Center Coaching Customer Service 48

Tethr

MARCH 3, 2020

Your remote agents need to be provided with the best tools and trained on how to use them. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls.

Call Center 81

Call Center At home agents Management contact center workforce 81

SmartKarrot

MAY 11, 2023

Share passion, best practices and empower partner practices with a focus on leveraging payment plan technology to build their business. Train and coach personnel who interact with customers to enhance their loyalty. Create and put into practise methods to enhance the client experience.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

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 worked closely with the product team as well as developing the processes and coaching the new hires.

Coaching 106

Coaching SaaS Metrics Accountability 106

Calabrio

NOVEMBER 1, 2016

Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” Treat the project as an enterprise function. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start?

Analytics 81

Analytics Contact Center Consulting Consulting 81

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