ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.

Metrics 75

Metrics Upselling B2B SaaS 75

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. One hundred and twenty days later they had a perfect switchover with no negative customer impact.

Service level 195

Service level CCNG Contact Center Healthcare 195

Contact Center Pipeline

FEBRUARY 8, 2023

As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors.

Customer Experience 130

Customer Experience 130

Nicereply

FEBRUARY 8, 2023

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster. Many of these phone calls aren’t particularly pleasant to start out with.

Wait times 105

Wait times Customer Service Personalization Management 105

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

kommunicate

FEBRUARY 8, 2023

Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84 to 52.7 million in 2020, and 37% of people used telemedicine in 2021. What do these numbers mean for the future of healthcare? The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog.

Healthcare 92

Healthcare 92

JivoChat

FEBRUARY 8, 2023

If you work with marketing or you are an entrepreneur who wants to know how to promote your brand, social media marketing courses can be very helpful. Digital marketing is fundamental when it comes to conquering visibility and engaging with your target audience, and social media networks have a very significant role in this. There are multiple social media platforms available nowadays, such as Instagram, Facebook, Twitter, Pinterest, and LinkedIn.

Marketing 75

Marketing Advertising Accountability Analytics 75

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

SaaS 71

SaaS Upselling Accountability Sales 71

Concentrix

FEBRUARY 8, 2023

Business executives face business analytics challenges to optimize business performance with data. Read this new blog.

Analytics 62

Analytics Feedback Customer Experience Management 62

NobelBiz

FEBRUARY 8, 2023

Know what you believe in Fred Stacey : It only made sense for me to, to focus this portion, which is the open forum and just the open discussion on leadership because I mean, you’re, although I had early mentors in leading contact centers, no one really ever, provided great guidance as far as the, the art side of leadership and how to grow and build scale.

Contact Center 52

Contact Center Management Personalization 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Hodusoft

FEBRUARY 8, 2023

Transform Your Insurance Business with Hosted PBX In today’s fast-paced business environment, staying abreast with the latest technologies is more important than ever. One area that is often overlooked but can make a significant impact on a business’s performance is the phone system. A modern, hosted PBX system is a cloud-based phone system that allows businesses to make and receive calls over the internet, and can therefore bring numerous benefits to an insurance business where eve

CRM 52

CRM Call Logging Analytics Personalization 52

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. Recent stats suggest over 90% of SaaS startups fold within three years due to the intensely competitive nature of the market. So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams?

SaaS 52

SaaS Metrics Advertising Upselling 52

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. In this guide, we’ll help you understand what call center workforce management is and why it’s important.

Call Center 52

Call Center Management call center workforce Contact Center 52

Calltools

FEBRUARY 8, 2023

Consumers expect an immediate response when they call a business for customer service, with recent research estimating that 90% of them feel this way. If they are kept waiting too long, they may hang up and abandon the call, resulting in missed opportunities for providing excellent customer service. These are five strategies to reduce abandon rates in your call center and enhance the customer experience.

Abandon rate 52

Abandon rate Contact Center Interactive Voice Response Abandon Call 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

CSM Magazine

FEBRUARY 8, 2023

GoSee , which provides car, campervan and RV hire worldwide, has partnered with PCI Pal , the global SaaS provider of secure payment solutions for business communications, to secure its contact centre payments and enhanced the payment experience it provides. 8×8, a longstanding global PCI Pal partner, was selected by GoSee to manage an upgrade of its contact centre telephony platform.

SaaS 52

SaaS Technology Sales Management 52

Babelforce

FEBRUARY 8, 2023

Voicebot and Chatbot. These terms have been cropping up more and more as AI technology finds its way into pretty much every industry. They’re dominating the headlines, they’re gaining new capabilities, and sometimes they even pass the Turing test. But when you scratch below the surface, you’ll find that many voicebot definitions sound just like the chatbot definition you already have open in another tab (and vice versa).

Chatbots 52

Chatbots Interactive Voice Response Average Handle Time APIs 52

TCN

FEBRUARY 8, 2023

Contact center technology is quickly advancing, and it is up to you to keep up. The post Contact Center Technology to Improve Your ROI appeared first on TCN.

Contact Center 52

Contact Center Technology 52

SQM Group

FEBRUARY 8, 2023

Discover 10 tips for improving agent performance and customer satisfaction through call center agent coaching sessions.

Coaching 52

Coaching Call Center 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Voiptime

FEBRUARY 8, 2023

In this issue, you'll discover: How to use micro-level call center management to cut costs per call, hour, and decision-making? How to foster customer loyalty through the right agent engagement? How to satisfy customer expectations in a predictable fashion? How to obtain the knowledge gaps regarding contact center quality assurance development and implementation?

Call Center 40

Call Center Contact Center Metrics Customer Experience 40

SmartKarrot

FEBRUARY 8, 2023

Role: VP Customer Success Location: United States (Remote) Organization: Unifyed As a VP of Customer Success, you’ll drive Customer Success Outcomes. Increase renewal rates and reduce churn. Expand revenue in accounts through cross-sell and up-sell. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

Engineering 19

Engineering Best practices Customer centricity Coaching 19

CSM Magazine

FEBRUARY 8, 2023

Workplace injuries are a common occurrence. Whether you work in a more dangerous industry like construction or get injured in an office environment, accidents can happen that lead to you missing time at work. This puts your livelihood at risk if you and your family are dependent on that income. It is important to know that you can recover from this situation and secure your future.

Construction 10

Construction Finance Best practices Personalization 10

AWS Machine Learning

FEBRUARY 8, 2023

Machine learning (ML) has become ubiquitous. Our customers are employing ML in every aspect of their business, including the products and services they build, and for drawing insights about their customers. To build an ML-based application, you have to first build the ML model that serves your business requirement. Building ML models involves preparing the data for training, extracting features, and then training and fine-tuning the model using the features.

Benchmark 77

Benchmark Metrics APIs Engineering 77

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

CSM Magazine

FEBRUARY 8, 2023

Are you looking for ways to make some extra money on the side? With so many opportunities available, it can be hard to know where to start. Luckily, plenty of side hustle ideas can help you boost your income fast. From freelancing and tutoring online to participating in focus groups or renting out your home, these top side hustle ideas will help you earn extra cash quickly and conveniently.

Surveys 10

Surveys Marketing Feedback Management 10

ChurnZero

FEBRUARY 8, 2023

Washington, D.C., February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. In just a few years, ChurnZero’s rapid growth has seen the company go from new entrant status to an industry leader, employer of choice, and acclaimed innovator in the Customer Success category.

Customer Experience 98

Customer Experience Management 98

CSM Magazine

FEBRUARY 8, 2023

Calabrio, the workforce performance company, today announced it has been named in G2’s 2023 Best Software Awards , on the Customer Service list. As the world’s largest and most trusted software marketplace, G2 is visited by 80 million software buyers each year. Its annual Best Software Awards rank the world’s best software companies and products based on authentic, timely reviews from real users.

Customer Service 52

Customer Service Customer centricity Coaching Contact Center 52

Nuance

FEBRUARY 8, 2023

All our healthcare work is directed at a single goal: providing the world’s clinicians with the tools and support they need to thrive in their roles and deliver the high standard of care patients deserve. That’s why we’re honored to have our solutions ranked #1 by healthcare leaders in KLAS Research’s 2023 Best in KLAS [.] The post Best in KLAS recognition for Nuance Dragon Medical One, CAPD, and PowerShare appeared first on What’s next.

Healthcare 84

Healthcare 84

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

NobelBiz

FEBRUARY 8, 2023

Chri sta Heibel : And so I was excited to see you start recently doing a lessons I’ve learned videos series this week is a good example… Understanding Core Values Steve Bederman: We’re doing a show on, core values and how the idea that people and businesses. Very detailed mission statements together and, and try to really broadly encompass all of the things that are important to them.

Consulting 52

Consulting Consulting Contact Center Technology 52