Tue.Aug 03, 2021

How to Create a Call Center Performance Report


You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs).

Don’t Make These Frequent Freemium SaaS Mistakes


A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model.

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Everything You Need to Know About Recurring Revenue


No matter what role you are in at your SaaS organization, metrics are key to your success. They help you evaluate performance of the business, team as well as individual contributors.

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5 Ways to Reduce Your Contact Center’s Average Time in Queue


When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Effective Communication in Customer Success


Optimize business communication for customer success growth with these effective strategies


More Trending

Building an AI Program with LiveVox is Easy


Artificial intelligence facilitates easier, more intuitive interactions for both agents and customers. Over time, a track record of great interactions adds up to a base of loyal customers and a balance sheet of strong revenue. Are you harnessing AI to its full potential?

Amazing Business Radio: Ray Wang

Shep Hyken

Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc.

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12 Questions You Should Ask When Interviewing an Outsourcer


If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. For many companies, outsourcing is the best next move.

Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud


Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for its operating system environment. At the same time, its premises-based contact center system was up for annual maintenance renewal.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Introducing the VirtualPBX Spark Plan


We have made some big changes to our Business Phone Plans lately. What’s the biggest? Our introduction of the new VirtualPBX Spark Plan.

Kicking the digital front door open


Over the last 18 months, organizations of every kind—from global enterprises to healthcare providers—leaned into technology to help them deliver their services. Brands began serving more customers through their digital channels. Physicians became used to delivering patient care via video calls.

How FAQ Software Can Help Your Small Business

Help Scout

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. Some of those questions are niche and require personalized attention; however, many are routine with standard answers.

Customer Visibility – Why it Matters, Benefits, the Role of CS


Ensuring that your customers feel valued is quintessential to your business. If you wish to develop healthy, long-term relationships, it is vital to have access to all of your customer information.

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Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Here’s What’s New from July 2021| Kommunicate Product Updates


In July, we have added some powerful features to your favorite customer support automation tool. Let’s jump into new features! KOMPOSE BOT BUILDER Drag & Change order We’ve added an ability to drag and change the order of the chatbot replies in an intent.

2 new survey types: 3-point CSAT surveys and 7-point CES surveys


As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal.

Five reasons why chatbots fail. (And how to make yours a runaway success.)


In recent years, chatbots and virtual assistants have become a staple of service in almost every industry and sector. But some are much more beloved—by the brands that have created them, and the customers that use them—than others.

Everything You Need to Know About Recurring Revenue


No matter what role you are in at your SaaS organization, metrics are key to your success. They help you evaluate performance of the business, team as well as individual contributors.

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The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. Photo: McDonald’s Corp. . McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer.

How Nutanix Powers Product Innovation and Customer Engagement with its Advocacy Program


Your customers have a wealth of knowledge about your product’s ins and outs and ups and downs, but how are you tapping into that knowledge? Nutanix, a leader in private cloud, hybrid and multi-cloud computing, continually looks for ways to improve its products and services for customers.

Chatbots, Influencers and More: How Businesses Can Use Twitter

CSM Magazine

As a business, are you looking for new ways to market yourself to the public? Are you tired of paying exorbitant amounts on marketing and want to know if Twitter is a platform that will benefit your business? Twitter is a social networking site that has become an important tool for businesses.

Boost Confidence and Customer Service With AI-Driven FAQ Software


The incoming flow of requests entering companies’ customer services can rapidly become overwhelming without a clear process in place. Having an FAQ section is one of the easiest ways to deal with this.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Free Webinar: Changing QA & Coaching – Forever!

CSM Magazine

On August 9, Balto will be revealing two products that will revolutionize the way you score and coach calls. This is for you if: You’re tired of randomly sampling a fraction of calls. Your QA software (spreadsheet?) takes a PhD to understand. Your team is spending way too much time finding coachable calls. You want to scale excellent conversations across your entire organization. When: August 9, 2:30 PM CT. Host: Marc Bernstein, CEO, Balto. Attendees: 106 contact center leaders and growing.

How Instant Messaging Is Changing the Way Companies Conduct Business


Share This Story Instant messaging is a ubiquitous part of daily life for the majority of consumers. Over 41 million messages are sent out from messaging apps every minute while popular messaging apps like Facebook Messenger and WhatsApp are used by nearly 3 billion users.

Protected: Codifying our Human Desires

C Space

Password Protected. To view this protected post, enter the password below: Password: Submit. Communications & Messaging


Features of knowledge base that improve CX by 60%


Features of knowledge base that improve CX by 60%. KM Software Knowledge Base Benefits of Knowledge base knowledge base benefits


How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Aug 03 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Redwood City, CA, US Organization: Exo As a Customer Success Director, you will manage a team who nurture the overall customer relationship, establishing a trusted advisor-type relationship to ensure overall customer satisfaction.

TCN Operator Selected as a 2021 SaaS Awards Finalist for Best SaaS Product for Customer Service/CRM


GEORGE, Utah – Aug. 3, 2021 – TCN, Inc., a global provider of a. The post TCN Operator Selected as a 2021 SaaS Awards Finalist for Best SaaS Product for Customer Service/CRM appeared first on TCN. Press

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Knowledge transfer from sales to Customer Success


In this era of SaaS and subscription businesses, getting the user to buy your product is only the beginning of a long journey ahead. During the entire process with the customer, pre-sales and post-sales, there is a need for a close relationship between Customer Success and Sales.

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