CSM Practice

DECEMBER 19, 2021

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. You need to layout your journey first. What, why, and how are you going to solve the problem at hand needs to be explained.

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CRM Brand ambassadors Best practices SaaS 98

Andrew Mcfarland

DECEMBER 19, 2021

From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake.

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NobelBiz

DECEMBER 19, 2021

The abandoned call rate represents the proportion of abandoned calls compared to the total number of calls made. In general, it should not be more than 5%. Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Depending on the source of the call, your agents employ a variety of strategies to reduce call abandonment.

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Abandon rate Contact Center Abandon Call Wait times 52

JivoChat

DECEMBER 19, 2021

Improving efficiency and optimizing time is a challenge regardless of the size of your company or the number of people you have to manage in your team. The Agile methodology was developed to help with that, and Agile Project Management tools can make the implementation process much easier. . A good leader is always looking for solutions to improve their leadership and to provide support in the best way possible.

Management 52

Management Analytics Feedback SaaS 52

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Infinity

DECEMBER 19, 2021

Welcome back! In this section of Highlights and Insights, we’ll take a look at our ambitions for supporting customers with our call intelligence products. For many businesses, the intel hidden on phone calls remains invisible, and that means many revenue-generating opportunities are being missed. That’s why our new VP of Sales, Oyin Bamgbose, is on a mission to transform how to listen to, work with and tailor the best services for all of our existing and prospective customers.

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Sales Analytics Customer Experience 52