Infinity

DECEMBER 12, 2018

A contact centre call queue is a fundamental cog in the customer experience journey machine. It cannot be overlooked and has a huge impact on satisfaction results, targets, and even complaint resolutions. 50% of people reported stopping mid-purchase when they encountered bad customer service 1.

Wait times 40

Wait times Complaint resolution Customer Experience Customer Service 40

SmartKarrot

JUNE 29, 2021

Work cross-functionally within DocMatter to drive customer success and continually work to improve customer experience. Lead, develop, and grow teams of high-performing Partnership Account Managers, Strategic Account Managers, and Customer Success Managers. Manage churn and down-sell processes and metrics for the region.

Complaint resolution 10

Complaint resolution Accountability Upselling Metrics 10

SmartKarrot

APRIL 23, 2020

A Customer Success benchmark report found out that following are the titles used in a Customer Success team: CSM or CS-rep (61%) VP of CS Managing Director CS CSM Director KAM or AM Customer Experience Others. CSM – Customer Experience in Totality vs Touch Points. That is the CSM function.

Management 10

Management Complaint resolution Customer retention Engineering 10