SmartKarrot

JANUARY 20, 2023

You’ll also standardize the renewal process in cooperation with the Sales team to maximize retention. He/she will be focused on mentoring and coaching a team focused on client engagement, account planning and strategy, contract negotiation, and commercial business strategy. Be an escalation point for the CSMs and customers.

Government 19

Government Upselling Accountability Customer centricity 19

C Space

MAY 28, 2020

A just-released survey from Adobe Advertising Cloud has revealed that a significant proportion of the American population is still buying luxury goods and still, surprisingly enough, wants to see luxury advertising. The survey’s most surprising finding deals with young consumers and luxury.

Real estate 52

Real estate Advertising Transportation Government 52

BlueOcean

AUGUST 21, 2019

Are agents “coached” for performance or are they just “corrected” for making mistakes? Essentially, if you were the individual on the other end of the line, how would you have responded to a CSat survey after the interaction? Is the sales team comfortable leaving you alone to do sessions with agents or are they hovering anxiously?

Contact Center 63

Contact Center outsourcing Government Sales 63

SmartKarrot

AUGUST 29, 2022

Conduct ongoing surveys of tickets, calls, and customer accounts to ensure quality control. Review call center staff performance to provide coaching, assistance, and training to agents on an ongoing basis. Identify and develop upsell and cross-sell opportunities with the Sales team. Apply here: [link].

Best practices 19

Best practices Call Center Benchmark Government 19

CSM Practice

DECEMBER 29, 2020

And then there’s some of us who have businesses that serve airlines and governments, and entertainment like cinemas or retail and those of us who have these kinds of customers actually have been negatively impacted and are going through a shrinking market type of trends. What are they doing? What are the initiatives?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Hire, train and retain a high-performing customer success team.

Government 16

Government Upselling Coaching CRM 16

C Space

JULY 21, 2020

The deal orders daily testing for the league’s thousands of players, coaches and staffers at the start of camp, and technologically advanced contact tracing when the virus is detected. Motorway.co.uk , another used car marketplace, said it had enjoyed record sales of as much as £1.6m

Transportation 52

Transportation Sales Benchmark Government 52

Taylor Reach Group

JANUARY 11, 2018

If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s. Similarly, CCO initiatives to capture CSAT (via post-call surveys), NPS or FCR, tend to fall under a limited risk/reward model.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Lumoa

OCTOBER 31, 2018

Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

C Space

JUNE 4, 2020

The chief executive of the fashion company behind Coach and Kate Spade has spoken out in support of the Black Lives Matter movement, even after the brand’s stores were damaged during protests over the weekend. Ford also said that sales of its luxury Lincoln brand in China reached 5,000 units last month, up 22%.

Finance 52

Finance Government Advertising Coaching 52

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

ChurnZero

MARCH 20, 2020

In a government context, a diplomat nurtures lasting relationships between nations, fosters complex dialogues and negotiations, and gathers critical information pertinent to national interests. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Be a Department Diplomat.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

Helpware

AUGUST 28, 2018

Setting goals for a customer service team aside from sales targets, call times, and hang-up rates is a great way to give your team an extra push to use their excellent customer service skills consistently. It is commonly a one-off event that will consume a few minutes of your day. There are many ways this can be done.

Customer Service 43

Customer Service Scripts Benchmark Government 43

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

APRIL 28, 2022

Context is everything in sales and customer service. Call intelligence is the process of recording, analyzing and reporting inbound or outbound customer calls with the primary objective of driving valuable insights that can be used in optimizing sales and customer support processes. Manage sales performance. Call automation.

Sales 52

Sales Coaching CRM Metrics 52

SmartKarrot

MARCH 14, 2022

Collaborate closely with new business sales leadership and their teams to ensure new clients are properly transitioned to the AM/CS teams. Coach and develop team members with a hands-on approach. Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use a cross-functional, vested team to govern the program. Here’s a summary of what we learned. .

Banking 91

Banking Coaching Government Analytics 91

Vistio

JULY 11, 2022

And so sometimes it might make sense for IT to report into marketing and sales or in other words, up to revenue. Two years ago, EY did a survey where they said that some 41% of respondents were investing in accelerating automation as businesses prepare for the post-pandemic reality. That’s what the survey found as one example.

Technology 52

Technology Self service Contact Center Analytics 52

aircall

JANUARY 19, 2021

The Merriam-Webster dictionary puts them together and defines autonomy as “the quality or state of being self-governing” or “self-directing freedom.” . In a business sense, an autonomous workplace refers to a workplace where employees have the tools to govern themselves within the parameters given to them by the company. Call logging.

voip 62

voip Interactive Voice Response Sales Government 62

8x8

OCTOBER 17, 2018

My high school football coach was fond of shouting “let go of the piano” to increase hustle. They also have an eCommerce website and a contact center with inside sales and customer success agents. Using speech analytics, they get sentiment analysis based on 100% of calls to drive coaching and training.

Contact Center 73

Contact Center Abandon rate Coaching Analytics 73

Dialer 360

SEPTEMBER 30, 2019

Additionally, these criteria must be a part of coaching and training. This may include sales reports, CRM system reports, the total number of lead generations, and even bank statements. Data can come from a variety of sources; e.g., customer satisfaction surveys, mystery shopping, automated IVR surveys, focus groups, etc.

Call Center 26

Call Center First call resolution Average Handle Time Service level 26

NobelBiz

MAY 2, 2022

The call distribution technique, like the queueing process, is governed by your rules. Because your contact center is a vital touchpoint for most consumers, coaching agents to develop specific skills may help your company score better in NPS surveys. They can, for example, phone the sales department to speak with a salesman.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

SmartKarrot

JANUARY 20, 2022

OneTrust puts security, privacy, and data governance into practice. It helps hotels improve direct sales by eliminating the interference of hotel booking aggregators who take a cut as affiliate fees. Refract allows sales managers to access this information. Cognism is a sales acceleration tool that focuses on B2B sales.

SaaS 10

SaaS Advertising B2B Transportation 10

JustCall

MARCH 29, 2022

Revenue generation, for the longest time, was exclusively a sales and marketing role. Set up your reps for success with every call using micro-coaching, and response suggestions based on hundreds of situational prompts. Reward and replicate top-performing behaviors and prioritize coaching for reps who are falling behind.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Balto

SEPTEMBER 12, 2023

The Organizational Ripple Effects of a Customer-First Mindset Most Customer Experience (CX) programs place more emphasis than necessary on transactions, where customers can report their satisfaction level with a simple post-transactional customer feedback survey. This approach has worked in the past, but today, it’s far from being sufficient.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52