NobelBiz

FEBRUARY 21, 2023

Allowing them to efficiently schedule agents, which allows for a reduced wait time for the customers, resulting in an improved experience and increased customer satisfaction. Enhance customer satisfaction: Through data collection on customer interactions and feedback, contact centers gain valuable insight on customer experience.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Kayako

APRIL 6, 2017

Almost every department will touch a new feature before support is involved. In UserVoice’s survey of Product Managers , it was found that customer support is involved in product development only 58% of the time. Kayako includes our support team early in the product development process. Our experience involving support.

Feedback 103

Feedback Coaching Metrics Customer Support 103

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. Here, we revisit some of the highlights from this special edition of our Support Superheroes virtual series, held on International Women’s Day, March 8.

Customer Service 59

Customer Service Education Analytics Coaching 59

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. By merging your routing engine, your operations team can take control of task distribution logic. This ultimately means better experiences for your customers.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Ensure successful deployment of products purchased by customers thru Radware professional services. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

APRIL 7, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Hire, develop and retain a team of high-performing Customer Success Managers. Represent Coursera as an executive sponsor and build relationships with key customers. Drive strategy of land and expand within the customer base.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

FEBRUARY 8, 2023

Manage Customer Success Activities like Onboardin, Training, Professional Services, Customer Support, Customer Success Management etc, Create cadence for review within the team. Work closely with our Product teams to communicate customer feedback and insights, and drive customer-centric initiatives forward.

Engineering 19

Engineering Best practices Customer centricity Coaching 19

NobelBiz

FEBRUARY 15, 2023

Repeat for Every Agent in Category of Calls Calibration is particularly important in customer support, but it can also be used in other settings where agents are interacting with customers and rating calls. Call calibration sessions are a good way to get feedback that can be used to improve things.

Calibration 52

Calibration Call Center Call Logging Quality management 52

SmartKarrot

APRIL 28, 2023

You’ll be the alpha dog, coaching, mentoring, and directing our customer success managers to give each and every one of our clients an excellent experience. Deliver top-notch support and customer service to customers via phone, email, and video calls.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

MAY 20, 2022

Collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap. Work collaboratively with other senior executives and departments across the company, including Product, Engineering, Sales, Finance, and others. Identify and overcome barriers to product adoption.

Engineering 19

Engineering Best practices Finance Coaching 19

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. By merging your routing engine, your operations team can take control of task distribution logic and instill a set of processes that are less time-consuming. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer retention 19

Customer retention Finance Accountability Coaching 19

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. Peter Abah is the Head of Customer Support at Hotels.ng. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work.

call center software 210

call center software Call Center Contact Center Analytics 210

SmartKarrot

DECEMBER 10, 2021

Role: Director – Customer Success Location: Nashville, TN, US (On-site) Organization: Rain Instant Pay As a Director of Customer Success, you will support the growth of the organization by recruiting, hiring, training, and coaching top talent Customer Success Managers. Apply here: [link].

Advertising 19

Advertising Coaching Feedback Engineering 19

SmartKarrot

MARCH 1, 2023

Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. Program administration and customer support.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

FEBRUARY 22, 2022

As a Customer Success Executive, you will be working with UK sales management, agrees and implements sales, marketing, and training initiatives to drive sell-through of FootBalance products. Provides retail training and coaching to enhance customer experience and drive rate of sale. Apply here: [link].

Accountability 19

Accountability Coaching Sales Engineering 19

SmartKarrot

MARCH 16, 2023

Product Feedback: Gather important customer input and organise it into needs that the product team can prioritise and carry out. Be “in the trenches” and help your team produce outstanding results while offering “live fire” coaching and growth.

Upselling 19

Upselling Coaching Engineering Accountability 19

SmartKarrot

FEBRUARY 9, 2023

Monitor the slack channels and support requests for customer service, answer questions, and collaborate across departments to address issues. Establish quarterly business reviews (“QBRs”) to gauge the health of your customers, get feedback, and communicate planned product upgrades.

Finance 19

Finance Accountability Coaching Engineering 19

SmartKarrot

SEPTEMBER 23, 2021

Provide ongoing product expertise as customer use evolves over time. Review and escalate customer support tickets and enhancement requests. Offer as needed non-conflictive services for customer tasks such as loading data. Liaise with the Product Owner team regarding customer feedback.

Upselling 19

Upselling Advertising Analytics Coaching 19

SmartKarrot

AUGUST 11, 2021

Apply here: [link] Role: Director of Strategic Customer Success Location: Buffalo-Niagara Falls Area, US Organization: Airtable As a Director of Strategic Customer Success, you will support the growth of the organization by recruiting, hiring, training and coaching top talent Managers and Individual contributors.

Engineering 10

Engineering Upselling Accountability Coaching 10

Kayako

DECEMBER 17, 2015

Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. Everyone who works a shift gets 1.5

Management 60

Management Technical Support Customer Support Coaching 60

SmartKarrot

JUNE 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention.

Enterprise 10

Enterprise B2C Education Coaching 10

Kayako

DECEMBER 17, 2015

Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. Everyone who works a shift gets 1.5

Management 48

Management Technical Support Customer Support Coaching 48

SmartKarrot

DECEMBER 11, 2020

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. Work with the Customer Support, Sales, and Product teams to facilitate a seamless customer onboarding process.

Enterprise 10

Enterprise Engineering Finance Consulting 10

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

SmartKarrot

JANUARY 27, 2021

Apply here: [link] Role: Director of Customer Success Location: San Francisco, CA, US Organization: Nacelle As a Director of Customer Success, you will recruit, manage, coach, and inspire a team of technical on-boarders and customer support/success.

Upselling 10

Upselling Airlines Education Accountability 10

Playvox

FEBRUARY 16, 2024

Remote and hybrid agents need cloud-based tools and advanced technologies to support customers around the globe. Customer support centers need to minimize labor and operating costs and are often focused on cost reduction strategies. Customer loyalty, needs, wants, and preferences have shifted.

Quality management 75

Quality management Contact Center Management Best practices 75

SmartKarrot

OCTOBER 23, 2020

Develop company-wide customer success motion onboarding processes, between Compliance, Marketing, Sales, Product, and Technology to identify opportunities and risks of onboarding and retention. You will lead the Customer Support function to continue to meet the demand of the growing partner base as the business scale up and growth needs.

Finance 10

Finance Upselling Accountability outsourcing 10

SmartKarrot

DECEMBER 22, 2020

Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 64

Feedback Customer centricity SaaS Coaching 64

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Here are their great insights.

Customer Service 71

Customer Service Engineering Coaching Self service 71

JustCall

MAY 8, 2022

In recent times, smart customer support teams have steered their approach in how they engage customers. However, an automated sentiment analysis engine helps you gain a deeper understanding of your customer’s wants and needs. Choose your feedback channels. Centralize all the feedback.

Analytics 52

Analytics Feedback CRM Upselling 52

SmartKarrot

SEPTEMBER 30, 2021

Role: Customer Success Director Location: Columbus, OH, US Organization: PeopleConnect Staffing As a Customer Success Director, you will handle all pre-sales engineering, sales, and demonstrations of products to prospective clients with the insurance industry. You will work in London office hours.

Customer advocacy 3

Customer advocacy Engineering Accountability Coaching 3

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

NobelBiz

FEBRUARY 21, 2023

Indeed, multiple organizational divisions may be involved in acquiring and retaining a consumer: customer support, and even after-sales service. It is also crucial to collect the following vital information: Customer lifetime: How many years or months has your consumer placed orders with you?

Call Center 52

Call Center Metrics Coaching Analytics 52