Fri.Sep 24, 2021

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The Recruitment Tsunami

CCNG

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contact centers using to address a very challenging labor market? (2) What are applicants telling employers, and what will be necessary to keep top talent moving forward?

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Why we need to think of the contact centre as a revenue engine

Eptica

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered.

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Customer Onboarding Specialist Job Description: Templates and Examples

Help Scout

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get

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6 Steps to Rock Your Customer Success Software Implementation

ChurnZero

6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment.

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The Open CCaaS Advantage Report

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.

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The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. View this article on the publisher’s website. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. The companies that used IA during the pandemic had a major advantage because of the visibility it provided into company performance.

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What’s the future of the Customer Success tech stack?

inSided

This week in our blog series, This is Digital Customer Success , our Head of partnerships, Mile Barnes explores why there isn't a blueprint for the CS tech stack and what the future holds. While it’s no longer debatable the importance of Customer Success teams, there are still many questions surrounding what a successful CS org should look like. The priorities, KPIs, and company maturity can vary greatly which impacts how a team is structured.

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How Combining Voice and Video Powers an Omnichannel Customer Experience

3CLogic

Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions. But the exact type of personal interaction each individual prefers can vary.

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How to Improve Your Customer Service

CSM Magazine

Keeping your customers happy is essential to running a successful business, but many entrepreneurs forget to factor customer service into their day-to-day workload. Falling behind on looking after your customers’ needs and failing to resolve their problems can be really detrimental in the long run. From bad reviews to fewer conversions, there’s no telling how poor customer service could negatively impact your venture.

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3 ways to turn your contact centre into a revenue generator

Enghouse Interactive

While always seen as important, customer service has traditionally been viewed as an overhead or cost to the business. Companies understand that it plays a vital role in onboarding and retaining customers, but they’ve not been able to link it to actual revenues. That meant that the major focus within the contact centre was on improving productivity and reducing costs without impacting customer satisfaction.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Manage Call Center Agents

TCN

Whether you are just starting out as a call center manager or are a long-time. The post How to Manage Call Center Agents appeared first on TCN.

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10 Technologies to Transform Customer Experience in 2021

Knowmax

10 Technologies to Transform Customer Experience in 2021.

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Guest Post: How SaaS Companies Can Use Customer Experience to Drive Sales

ShepHyken

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more. SaaS has changed the traditional sales rules. With SaaS, purchases are mainly cloud-based with major demand.

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Sep 24 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Remote, United States Organization: Brightcove As a Customer Success Director, you will drive retention and growth among the most valuable customers by understanding their business needs and helping them succeed. Manage complex renewals involving multiple teams early enough to support renewal and mitigate risks.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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CX Webinar: Driving Customer Lifetime Value with Effortless Experience

CSM Magazine

CX is the key to creating customer lifetime value, and your experiences are what sets you apart in this hyper-competitive landscape. So how do we create experiences that keep the customer coming back for more? Register now to join live or pre-order the recording! Reuters Events have announced the next free customer service & experience webinar: ‘Driving Customer Lifetime Value with Effortless Experience.’.

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Top 10 SaaS Subscription Billing Software for 2021

SmartKarrot

As a SaaS company, you will need to keep track of the recurring billings for your products and services. When you are picking your SaaS subscription billing software, you must ensure that you have considered the specific requirements of your customers before making your decision. On that note, here we have simplified this job for you and have enlisted 10 such top SaaS subscription billing software for 2021.

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10 Powerful Strategies for Creating Winning B2B Customer Experience in the Post-COVID-19 Era

SmartKarrot

The COVID-19 pandemic has taken its toll on the B2B customer experience. We are already seeing the outpouring of orders, commotion in the supply chain, changes in customer behavior, store closures, and more. “Living in the pandemic” has become a new normal, and customers are also rapidly changing their preferences. In such an environment, all the industry experts have opinionated that we might never go back to the old “tried and tested” ways.

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