Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

ChurnZero

NOVEMBER 9, 2021

One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention. To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

DECEMBER 23, 2019

Turns out, handling customer issues with knowledgeable and friendly service is how you build trust and earn customers for life. That’s why 71% of consumers said employees have a huge impact on their customer experience. Use these 7 agent-first metrics to give your team the performance knowledge they need.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

APRIL 16, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Use customer and agent data to improve call center performance and deliver better customer service. Here’s how. .

Customer Service 67

Customer Service Construction Coaching Metrics 67

SharpenCX

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. Part 1: Identify Your Least Loyal Customers.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

MARCH 30, 2021

Here’s a step-by-step data framework to unify your call center technology and deliver a better customer experience. Read Next] 4 projects that will boost your customer and agent experience. Can my supervisor customize reports with both historical and real-time data? What’s my call transfer rate?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

inmoment

DECEMBER 5, 2019

Don’t just experience the experience transformation: own it. And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1:

Feedback 52

Feedback Metrics Coaching Customer Experience 52

Noble Systems

JUNE 30, 2020

Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience. They can uncover trends and identify issues and address them quickly to improve quality and prevent measurable declines in the customer experience. What is Speech Analytics?

Analytics 98

Analytics Contact Center Call Center Scripts 98

JustCall

APRIL 4, 2023

Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. Data Analysis You can also use data to identify trends and optimize your sales process.

Call Center 52

Call Center Sales Inbound sales Upselling 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Both of which impact your customer outcomes in the long run.

Morale 67

Morale Call Center Contact Center Coaching 67

inmoment

DECEMBER 5, 2019

Don’t just experience the experience transformation: own it. And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1:

Feedback 40

Feedback Metrics Coaching Customer Experience 40

SharpenCX

FEBRUARY 18, 2020

Execs expect you to balance your department budget, improve customer experience, shrink agent retention, and grow revenue. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for.

Call Center 84

Call Center Coaching Management Contact Center 84

SharpenCX

JUNE 22, 2021

Pair info with real experiences and fresh ideas to ingrain concepts in your agents’ minds. Read Next]: Crafting Narratives to get your Executive Team on Board: Metric Storytelling to Advocate for your Call Center Team. They also encourage self-coaching. Watch for trigger words from customers, like “cancel” or “angry”.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

aircall

JULY 7, 2021

When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates. You’ll also see an improvement in customer acquisition and retention rates. . This means prioritizing the customer experience pays off now more than ever.

Call Center 62

Call Center Analytics Self service Sales 62

ClientSuccess

FEBRUARY 22, 2019

While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. I think the number one and two more critical skills of successful customer success managers are problem solving and resolution skills. Expectation Setting.

Management 58

Management SaaS Coaching Accountability 58

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. And it is these experiences that forge lasting connections rather than just merely serve the customer. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

ClientSuccess

MARCH 20, 2018

Head of Customer Success. Customers ultimately value results over relationships and the best companies are delivering results through extraordinary customer experiences.”. Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”. Nate Williams.

Coaching 40

Coaching SaaS Engineering Best practices 40

SmartKarrot

FEBRUARY 12, 2021

The content is a mix of videos, articles, free audio books, ebooks, and podcasts. SaaSMetrics is a blog focuses on operations, metrics, financials, and other SaaS services. It also helps understand sales, SaaS metrics, and business growth. There is information on sales metrics, models, and aspects that will contribute to growth.

SaaS 23

SaaS B2B Metrics Sales 23

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. And it is these experiences that forge lasting connections rather than just merely serve the customer. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Noble Systems

MARCH 19, 2021

As are agent training, best practice conformance, and identifying trends to help improve processes and drive a better customer experience. Call monitoring is another essential component for the small business call center, for both agent performance metrics and quality assurance. Omnichannel Contact Capabilities.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ChurnZero

MARCH 11, 2020

This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. And today I see many of my customers doing the same thing.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

AUGUST 24, 2018

From : Vic Kasoff , Director of Customer Experience. As I prepared for the Certified Patient Experience Professional exam, this book helped me put great patient experience into perspective, as well as highlight meaningful tricks Disney uses to ensure a memorable and impactful interaction with clients. Company : stensul.

Management 40

Management Chief Customer Officer Best practices SaaS 40

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ChurnZero

MARCH 20, 2020

As Customer Success hiring surges , SaaS companies must look inward to define their ideal candidate profile for this oft-misunderstood, blended role. And, although it’s not a one-skillset-fits-all position, there are overarching commonalities that every Customer Success professional must possess. Customer Success Around the Web.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. The customer retention that follows these efforts makes them worth it.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

SharpenCX

MARCH 4, 2020

We don’t remember what we ate for dinner last night or how many customer interactions we cycled through during the day. This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. Before a bad behavior becomes a bad habit.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

SharpenCX

APRIL 8, 2020

And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. And, nearly 70% of customers hiss palpable frustration before even reaching a live agent. Give agents visibility into queue metrics. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and happy customers. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SharpenCX

SEPTEMBER 16, 2020

Download Now] Use the data that lives in your contact center to build a better customer experience. As customer expectations continue to rise, so do the expectations for your agents to execute a near-perfect customer experience strategy. . Regular Coaching and Feedback.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67