Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. I mean there are only 24 hours in a day,” explained Kelly McAteer, Customer Experience Manager for Carter Machinery, in a recent phone call about the award. “We

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Babelforce

SEPTEMBER 15, 2021

When this is the case, make training materials available right away so new hires can familiarize themselves with the role. Case study: Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. A good example is the consulting firm Booz Allen.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Genroe

JUNE 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

Management 108

Management 108

AskNicely

NOVEMBER 20, 2018

So who manages the millions upon millions of daily transactions? With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. Debit card purchases, membership dues, utility bills, childcare, tuition… it boggles the mind.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

inSided

FEBRUARY 24, 2021

As so often is the case in B2B SaaS, your company's success hinges on how successful you can make your customers (and your customers’ customers) with your product. Customer feedback, when managed correctly, is what paves the way for sustainable growth. But the tricky part is creating an effective workflow.

Feedback 52

Feedback SaaS B2B Technology 52

Revation Systems

FEBRUARY 6, 2020

This type of data enables contact center supervisors and managers to make adjustments to their contact center on-the-fly to provide better service to patients. With UC tech, contact center management gains an acute awareness of the number of calls in queue at any point in time, how many agents are available and the disposition of those calls.

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

inSided

DECEMBER 1, 2022

For many community managers, it’s not uncommon to build their community strategy from scratch when coming into an organization.

Management 52

Management 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Centriam Customer Experience Lab

JANUARY 25, 2018

Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Data-driven decision making. We all aspire to it.

Marketing 109

Marketing Customer Experience Management Analytics 109

inSided

APRIL 7, 2021

A few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began.

Feedback 52

Feedback Education Management 52

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world. ‘My manager said no’, she said. A couple of minutes later, the assistant returned.

Multichannel 76

Multichannel Customer centricity Sales Management 76

Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

Management 40

Management 40

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

CSM Magazine

MARCH 13, 2024

That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. But you know what’s even better than making a sale? Turning that sale into a loyal, lifelong customer.

Management 52

Management Upselling Marketing Sales 52

inSided

APRIL 21, 2021

We caught up with Moller Toma , Project and Community Manager, and Jeroen van den Belt , Senior Innovation Engineer, at Thinkwise, to find out how they implemented a new customer engagement model and how the Thinkwise Community continues to fuel product ideation.

Engineering 52

Engineering Consulting Consulting Technology 52

CallSource Insights

NOVEMBER 16, 2018

Jamison Wood, Business Development Manager at Magic Valley Electric, knew that she needed additional call handlers to help convert callers to appointments, and believed all of her Customer Communication Specialist (CCS) employees would benefit from call coaching. It’s been a contribution to the growth of our call center.”

Coaching 56

Coaching Scripts Advertising Call Center 56

CCNG

SEPTEMBER 3, 2020

In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years.

Customer Care 369

Customer Care Gamification Contact Center Management 369

Merchants

SEPTEMBER 19, 2018

Operating in a country where the unemployment rate is low, the organisation sought to expand its talent base to manage the rising rate of customer queries. The post Case Study | Compliance and integrated systems made easy in the financial services industry appeared first on Business Process Outsourcing Services | Merchants.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Management 40

Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. One way to prove the value of NPS® is to use external success stories and case studies to show what has […].

Management 40

Management 40

CCNG

MARCH 22, 2023

Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. for livepro®– a state-of-the-art CX Knowledge Management System.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

Natalie Petouhof

MAY 11, 2016

enterprise social networks, collaboration, digital assistants). • Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. talent management, benefits, HR core). • Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront.

Big data 40

Big data CRM Analytics Enterprise 40

ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. However, a long-term enterprise business partnership hinges on the success of the overarching account management process. Here are a few factors to consider: 1.

Accountability 52

Accountability Management SaaS Enterprise 52

Global Response

MARCH 27, 2024

Improved operational efficiency Managers can identify bottlenecks and inefficiencies in the call-handling process by analyzing call data (like call duration, wait times, and resolution times). Managers can ensure the call center is adequately staffed during peak periods and can deliver consistent service. How can you do this?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Noble Systems

SEPTEMBER 19, 2017

How much a call center keeps of their revenue is more important in many cases. Now I know that when call center managers look around they say, “oh yeah, my employees are engaged”, the next question they answer should be, “how can I tell?”

Gamification 40

Gamification Call Center Employee engagement Sales 40

Beyond Philosophy

NOVEMBER 30, 2023

For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. Suppose an account manager lands a new account. This account was a lot of work to convert and to make it work, the account manager had to make some concessions.

Finance 195

Finance Customer centricity Accountability Technical Support 195

CSM Magazine

MARCH 16, 2023

Customer service management is a complex field that requires careful analysis and the ability to craft persuasive essays. Writing an essay about customer service management can be both challenging and rewarding. In this article, we’ll walk you through the steps of writing an effective essay on customer service management.

Customer Service 52

Customer Service Management Finance Surveys 52

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Lack Of Decent Change Management - Often The Cause Of Transformation Derailment!

Contact Center 195

Contact Center CCNG Best practices Technology 195

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. Whether you’re new to the world of management or a seasoned pro, there’s something here for everyone.

Call Center 81

Call Center Marketing Management First call resolution 81

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Like any other field, the world is divided on the efficacy of case studies.

SaaS 10

SaaS B2B Feedback Education 10

delighted

OCTOBER 22, 2019

According to Zoe Soto, Product Manager for Glassdoor, using NPS allows them to “sample everyone and receive more diverse product feedback.”. As Manager of User Research Operations, Lindsey Redinger and her team use the qualitative component of NPS surveying to pinpoint what aspects of the InVision platform can be improved upon.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Beyond Philosophy

OCTOBER 8, 2022

In this episode, we talk with special guest Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , about using video in a Customer Experience. 25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. Follow Colin on LinkedIn and Twitter.

Customer Experience 222

Customer Experience Contact Center Consulting Consulting 222

Customer Interactions

JULY 7, 2015

But this Saturday I had a bit of a disaster on my hands, a disaster that’s reminiscent of something we see all to often in Performance management. Every Saturday I wake up ready to make a fresh batch of pancakes for my house.

Management 28

Management 28