Coaching Consulting Management Technical Support 
CCNG
MARCH 30, 2022
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.
Totango
JANUARY 22, 2024
These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.
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DMG Consulting
OCTOBER 6, 2023
Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.
TechSee
SEPTEMBER 7, 2021
Visual Assistance 5 Use Cases Beyond Remote Support. Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. Visual Assistance Above and Beyond Remote Support. Training 10K Technicians Within A Few Days!
Callminer
AUGUST 1, 2017
Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.
Taylor Reach Group
MAY 11, 2018
Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. How will you manage the Centers’ workforce? Once on board, how will we train them, coach them and mentor them?
Netomi
JANUARY 5, 2022
Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.
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