Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. You wouldn’t exercise just once in a lifetime and say that you were done. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis.

Coaching 113

Coaching Morale Employee engagement Sales 113

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Relationship management. Time management. Initiative.

Management 90

Management Upselling Coaching Best practices 90

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

JustCall

APRIL 4, 2023

’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. You’ll be surprised to know that training is not simply restricted to ‘troubleshooting.’ It is as simple as that.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Nicereply

NOVEMBER 13, 2023

Ability to use positive language As we spoke about communication and how using the right tone is important, customer service reps must always use positive language and tone while interacting with the customers even in a tough scenario. Negotiation Negotiation is one of the most important skills needed for customer service.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Vonage

APRIL 12, 2016

It’s just astonishing that a customer who can only remember bad experiences would still believe the company had amazing service. You can try this exercise on your own. It’s not a magic customer service unicorn that will make all your dreams come true. Tactics for personalised customer experience.

Wait times 67

Wait times Customer Service Time management Personalization 67