Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Callminer

AUGUST 1, 2017

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. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Provide first-level troubleshooting for Criteo products and features.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

JULY 14, 2021

Establish service levels and requirements for the department. Work cross-functionally with Sales, Marketing, Engineering, and Finance to deliver the best customer experience for the customers. This is a “player/coach” role by design. Monitor team performance on key metrics and employee satisfaction.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

ShepHyken

FEBRUARY 1, 2019

Customer service is everyone’s job— from sales reps, finance, IT, operations, to management— and the more employees buy into it, the more they will exceed in providing higher quality service. – Roll out the customer service initiative to everyone. – Celebrate the success of amazing customer service!

Customer centricity 224

Customer centricity CRM Finance Coaching 224

JustCall

DECEMBER 1, 2022

The total time a consultant works on ACW is called “closing time,” although the client is not involved in this phase. According to the International Finance Corporation, ACW should take approximately 6 minutes to complete post-call formalities after each customer interaction. Consultant Behavior. Updating colleagues.

Call Center 52

Call Center CRM Coaching Contact Center 52

SharpenCX

JANUARY 14, 2020

And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Can you boost morale, improve your service level, and retain customers without the extra cash? For example, work with your finance team to send payment reminders to your customers.

Call Center 76

Call Center Customer Service Morale Finance 76