Fri.May 22, 2020

On-Trend: At-home Agents

Contact Center Pipeline

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […]. Remote Working at-home agents call center contact center flexible scheduling remote staffing models remote work WAH WFH work from home work-at-home

The Value of Strong Customer Relationships

Satrix Solutions

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading to quick business decisions that might permanently damage an organization’s viability by degrading the customer’s experiences.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A Step-by-Step Guide to Create a Questionnaire

ProProfs Chat

You’ve probably heard how a good questionnaire is the backbone of any market and social research. But the success of any questionnaire depends on how effortlessly it blends with the needs of the target audience and their ease of giving appropriate inputs. A sure shot way of ensuring success using these is incorporating the use of the best questionnaire tool. In case it’s going to be your first time venturing into this mode of marketing, then let’s start with the basics first.

Guest Post: How to Walk the Customer Experience Tightrope

ShepHyken

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare. Add to the mix unwelcome noises, a strong wind, and other distractions, and you might think, even for the most experienced performer, that getting to the other side is nearly impossible.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The Ultimate Guide to CSM Compensation Plans

CSM Practice

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for effective customer success managers and teams, there is no standardized incentive model to compensate them.

SaaS 63

More Trending

COVID-19 Research

pindrop

Consumer experience and biometrics are at a crossroad as consumers nervously re-emerge . By Vijay Balsarubimaniyan, CEO Pindrop. I recently did something I haven’t done in years: I went for 3 months without getting on a plane. Since I founded Pindrop in 2011, I have been traveling 8-10 times a month. In recent months, like millions of others worldwide, I’ve been indoors, working hard in close contact with my family, observing social distancing to try to minimize the spread of COVID-19. .

5 Best Practices for a Remote Customer Success Team

Totango

Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In 2016, that number had risen to 37 percent. That number was already expected to keep growing, but recent events have caused telecommuting to spike as employees switch to working from home in order to limit the spread of COVID-19. Even after the current crisis fades, experts say that it’s likely that many workers will continue to telecommute.

A Quick-Start Guide to Low- and High-Touch Onboarding Outreach Using Plays

ChurnZero

Customer onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Whether through automated or manual monitoring, Customer Success must remain hypervigilant during onboarding to ensure customers stay the course. Creating a well-defined outreach strategy ensures Customer Success consistently connects with customers throughout this pivotal phase.

Best Practices for Working from Home with InGenius

InGenius

In these strange times, working from home has likely started to become a routine as you adjust to the new normal. Hopefully this means you've settled into your new workspace and can now focus on making the most of your home office set up. At the same time, nothing is quite normal, so your day-to-day tasks may look different than they did 2 months ago. One thing that can be a sure constant for you though is that InGenius still works the same.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The Best Call Center Team Names

Comm100

Note: This blog post was originally published on March 8, 2018, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. When it comes to building a smoothly functioning and well-knit team, a lot of factors have to be taken into consideration. Apart from appointing team functions based on skills and personality, team cohesion has to be kept uppermost in mind.

How to Create Online Questionnaire Easily

ProProfs Chat

You’ve probably heard how a good questionnaire is the backbone of any market and social research. But the success of any questionnaire depends on how effortlessly it blends with the needs of the target audience and their ease of giving appropriate inputs. A sure shot way of ensuring success using these is incorporating the use of the best questionnaire tool. In case it’s going to be your first time venturing into this mode of marketing, then let’s start with the basics first.

Moving from a State of Shock to a Steady State

CSM Practice

About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer engagements abruptly slowed down and within days were put on hold or stopped completely. At that time, did customers care about value and success? Did anyone care about KPIs? Or were they mostly worried about keeping themselves and their loved ones safe?

The E-commerce Guide: How to Tackle eCommerce Customer Pain Points

ProProfs Chat

There is no magical pain relief spray to ease customer pain points. Every challenge needs your undivided attention. Period. Online transactions are going through the roof and beyond- In 2019 , U.S. online retail sales amounted to 365.2 billion US dollars. This figure is expected to double in the next 5 years, making life difficult for offline retailers. . The numbers do look promising, however, a lot still lies on the table that needs to be figured out.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

COVID-19 Global Update May 22, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, governments across countries and regions including the UK, Ireland, the European Union, India, ASEAN, Australia, New Zealand, Costa Rica, the US and Canada continue to revoke lockdowns or announce relaxations to kickstart economic activities. The following is a roundup of key events that have happened around the world in the last 24 hours. Global.

AI and Machine Learning for Small Business (Microsoft Growth Center)

Answer Dash

Science-fiction books and movies feature machines that are smarter than humans. These genius robots and computers are either a blessing or a curse. Artificial intelligence (AI) powers them. AI is part of reality now. It’s already in use in our daily lives. Large businesses are taking advantage of its benefits. What about small business? Does it have a role to play in your company? Is AI right for your small business?

41

Brand Move Roundup – May 21, 2020

C Space

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon). Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Guidance for Customers

Brad Cleveland

Call Center Contact Center Customer Service Videos

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Guidance for Customers

Brad Cleveland

Call Center Contact Center Customer Service Videos