Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Tap into best practices from dozens of different companies and years of experience. Click here to read the original post.

outsourcing 67

outsourcing Customer Experience Contact Center Best practices 67

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Outsourcers have an immense pool of customer service and customer experience talent and experience. Here are four ways an outsourcer can help.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. Best Practices For Effective Inbound Calls Strategy 1.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

AUGUST 19, 2022

In this comprehensive guide, we’ll cover everything, from what is an outbound call center and its features/benefits to how you can set it up and follow the best practices. . Outbound call center solutions also help you improve the efficiency of calling your leads and keeping current customers in the loop of new products and services.

Call Center 52

Call Center call center software Outbound sales Sales 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. About CSM Practice.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. What may work for SaaS, may not work for another industry.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

NICE inContact

JULY 12, 2019

This is why you need digital customer service software that can move with you. Digital customer service streamlines the process so your contact center agents can work more efficiently, and this way, no customer ever gets left out in the cold. SaaS technology is key for agility. 3) Problem: Adjusting KPIs.

Customer Service 54

Customer Service call center software Average Handle Time Call Center 54

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. Bill Dettering. Kristian Martell. ShoreGroupInc.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

JULY 20, 2021

I’ve worked with a company that faced challenges with being both global (multi-language support needed, but also major cultural differences in engagement expectations) and also being initially a commodities company before building out a SaaS solution.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. What may work for SaaS, may not work for another industry.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. What may work for SaaS, may not work for another industry.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. This is a visualization of what your company wants customers to think, feel and experience as they progress through their relationship with your product and services.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

JANUARY 18, 2022

Exceptional client service focus with the ability to confidently deal with executives and clients contacts at a senior management level. Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance.

B2B 3

B2B Customer centricity SaaS Service level 3

SmartKarrot

JULY 6, 2020

Process could also involve deciding details of customer engagement in the sales funnel, buyer-journey, post-sales service, and customer lifecycle. The ways in which you determine KPIs; business goals in line with customer success goals; customer categories and corresponding service levels; among others.

B2B 10

B2B Finance Surveys Sales 10

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SmartKarrot

APRIL 23, 2020

Finally, the subscriber discontinues service from the existing service provider and shifts to another service provider. As long as the new service provider does not default on service levels, it is very unlikely that the Company X would revert back to the earlier service provider.

B2B 10

B2B Technology Best practices Service level 10

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Best Practices of Collecting Customer Feedback. But how can you do that? Helps to Increase Customer Loyalty.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

CrazyCall

AUGUST 8, 2019

Service Level. Service Level. Service level is taken into account almost in every call center around the globe. But there is a catch: its meaning depends on the call center service level formula used to calculate it. How does a call center service level formula look like?

Call Center 52

Call Center Metrics Abandon rate Management 52

Comm100

MARCH 30, 2021

A robust ticketing system allows you to set and track service level agreements (SLAs) which makes sure that your agents focus on the most urgent tickets first. Recommended reading: Best Practices for Digital Omnichannel Customer Service. Keep your response promises. Efficient response and resolution.

Customer Service 52

Customer Service Healthcare CRM Banking 52

JivoChat

AUGUST 24, 2021

Conversation ratings are a type of customer service metric that assigns a satisfaction rating to each customer resolution. The higher the rating, the better your team handled the customer’s inquiry regarding speed, service level, and helpfulness. It’s key to our growth. Jeffrey Kagan. Nifty | Chief Revenue Officer.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 82

Chatbots SaaS Engineering APIs 82

AWS Machine Learning

JANUARY 9, 2023

Strict service level agreements (SLAs) need to be met, and a typical request may require multiple steps such as preprocessing, data transformation, feature engineering, model selection logic, model aggregation, and postprocessing. For more information about TCO, refer to The total cost of ownership of Amazon SageMaker. Throughput.

Metrics 74

Metrics Best practices Engineering Management 74