Playvox

NOVEMBER 29, 2022

The reality is people are apt to “cut corners” to make their day easier, and it’s no different in a customer service center environment where stress levels and turnover are high. Agents are dealing with numerous customers with different personalities and different communication skills. Other Avoidance Factors To Consider.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Here are some additional resources from ClientSuccess : The Customer Success Webinar Series. Customer Success eBooks.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Uniphore

JUNE 7, 2021

In our recent webinar with CallMiner , we asked our audience what they want the most out of agent assist — and what their biggest hesitations are. Even in a world of self-service, great customer service matters, perhaps more now than ever. Jacada’s Agent Assist gets it done through: Best practice reminders.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. Webinar Attendee Survey template On a scale of 0 to 10, how would you rate our recent webinar?

Surveys 59

Surveys B2B Feedback Education 59

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. We were happy to share the experiences of one of our international financial services group customers using our V-Person virtual agent to provide customer support.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

APRIL 19, 2023

At an organizational level, longer wait times due to bad time management will result in poor customer experience, and, in turn, a loss of customer loyalty. All of these factors, however, can easily be avoided with a change of mindset — and some best practices — not only for the agent but for the organization as a whole.

Time management 56

Time management Contact Center Management Schedule adherence 56

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Noble Systems

MAY 11, 2021

The use of speech recognition technology with conversation analytics also allows quick identification of process gaps that can undermine a company’s customer experience. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. Ebook: Learn From Every Customer Conversation .

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Kayako

AUGUST 22, 2019

Email & Webinars. Customer Success & Support . Training webinars. Taking the time to understand the importance of this stage in the customer journey will help you define the activities you need to carry out to ensure visibility. SEO/Organic (Webpages, Blogs). Social updates. Review sites. Comparison Pages.

Engineering 56

Engineering Best practices Marketing Accountability 56

ClientSuccess

AUGUST 30, 2018

When it comes to building a culture of customer success, Carine recommends making your onboarding, training, and activation experience as easy as possible for the customer, no matter what. Bring the best parts of personal service over to your professional team to ensure your customers feel special. .

SaaS 40

SaaS Best practices Personalization Metrics 40

Noble Systems

MAY 20, 2021

Download this infographic to see how analyzing your customer conversations gives you powerful business information that can help fuel improvements in departments throughout your organization. Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. You may find it’s the quality of your products or services but more likely, it’s the customer service experience they have had.

Best practices 59

Best practices Metrics SaaS Customer Service 59

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52