ShepHyken

JULY 1, 2019

3 Tips to Empower your Sales Team, Inspired by Top Sales Organizations by Falon Fatemi . Forbes) Business-to-business (B2B) and business-to-consumer (B2C) sales have traditionally been two different beasts, relying on two distinct sets of fundamentals and best practices. But times are changing. LiveHelpNow!)

Journey mapping 302

Journey mapping Customer Service B2C Big data 302

JustCall

JUNE 30, 2020

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance. Regular sales reporting will help you a great deal in tracking your progress.

Sales 52

Sales Metrics Analytics Scripts 52

JustCall

NOVEMBER 25, 2022

The power of E-Commerce Intelligence in Boosting Sales. According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. Clearly, this means that every retail business has to master the world of online sales. The figure looks set to rise even further in the future.

Sales 52

Sales Marketing Benchmark Metrics 52

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Tips, Tricks, and Hacks for Remote Selling.

Sales 98

Sales CRM Analytics Chatbots 98

JustCall

JULY 28, 2021

Your sales management efforts are directly proportional to your sales team's productivity. So, if you want to oil your revenue generation machinery, sales management is where you should start. Sales is the sum of building teams, training them, setting sales goals, and tracking growth. What is Sales Management?

Best practices 52

Best practices Sales Management Coaching 52

JustCall

MARCH 13, 2020

It would take more than just the run-of-the-mill sales pitches to gain his loyalty. Seasoned sales representatives can help you get a foot in the door. This is why it is important to conduct regular sales training programs for your team and produce an adept salesforce. Your sales team is the main point of contact with customers.

Sales 59

Sales Coaching Feedback Consulting 59

Maru Group

APRIL 17, 2023

Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? This whitespace exercise allows you to see what emotional levers are aligned or similar and which need to be adjusted to attract more consumers to your brand or product.

Metrics 74

Metrics Marketing Feedback Sales 74

Maru Group

APRIL 6, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 The Marketing Department has been spending money on your brand’s new campaign and sales are up, but your brand tracking metrics are not significantly improving. Or even worse, trending in the opposite direction vs. sales. You might ask yourself, now what?

Metrics 58

Metrics Surveys Sales Marketing 58

Outsource Consultants

APRIL 12, 2021

It turns out it’s a great exercise to help you anticipate your training needs for agents across geographies. The right tools and the right emphasis on regional training will take you far, but it will inevitably fall short if you’re not aimed at winning across key metrics. Create role-play scenarios that sharpen sales rebuttals.

Management 125

Management outsourcing Average Handle Time Gamification 125

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. The bottom line is there is no "magic metric."

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Track relevant metrics. When it comes to Customer Success, nearly every organization should be monitoring metrics like customer satisfaction score (CSAT) and Net Promoter Score (NPS).

Best practices 94

Best practices Education Metrics Feedback 94

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Continue the games onto the sales floor, virtual or in-person, with these engaging call center games. If it doesn’t, you’re probably not alone. TIP: Why stop the fun?

Call Center 148

Call Center Abandon rate Gamification Education 148

Vistio

MARCH 11, 2024

Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. If you work in a contact center, you know just how crucial a well-trained agent can be. But how can you tell if your training program is actually doing its job?

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

NobelBiz

JANUARY 16, 2024

These goals can include providing support generating sales or gathering market insights. These objectives may include providing support, generating sales, or gathering market insights. ” Call center metrics allow businesses to measure their call center’s performance and identify areas that need improvement.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

ChurnZero

JUNE 11, 2021

During that time, health score factors (that are based on features, use cases, processes, leadership, and KPIs) have likely changed which affect the metrics associated with your health score. . This exercise begins with being introspective. Do you have a Sales-to-Customer Success issue where customers are not a good fit?

Metrics 96

Metrics SaaS Accountability Sales 96

Nicereply

NOVEMBER 27, 2023

One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. Whether you are new to the world of customer experience metrics or are looking for ways to improve your current methods, this comprehensive guide will offer valuable insights. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

JustCall

MARCH 6, 2023

The customer care experience of a call center boosts not only loyalty and engagement but also promotes sales. Managers should ask themselves what they want to achieve, examine productivity metrics, and have clear objectives for these incentives for call center employees. Call center agents have a significant and demanding task.

Call Center 52

Call Center Gamification Metrics Upselling 52

CustomerSuccessBox

DECEMBER 13, 2021

What are the KPIs and metrics you track for onboarding? Having a retrospective with a customer on the onboarding experience can be a great exercise too if the customer is willing. Pre-sales / Post Sales). Pre-sales to set the stage of what the experience will be and how to prepare for onboarding.

Best practices 52

Best practices Consulting Consulting SaaS 52

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Track relevant metrics. When it comes to Customer Success, nearly every organization should be monitoring metrics like customer satisfaction score (CSAT) and Net Promoter Score (NPS).

Best practices 52

Best practices Education Metrics Feedback 52

Taylor Reach Group

JANUARY 11, 2018

Organizations with high volatility in contact volumes or where call volume is driven by marketing activities such as flash sales, find this model less than ideal. The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’. None of these metrics speak to the quality of the interaction.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Calltools

JANUARY 24, 2018

While your sales team fills your CRM, your customer service team is the lifeblood of your company. Run them through role-playing exercises to see how they handle potential interactions with customers. Agents should know what you expect of them, including metrics and KPIs you plan to uphold. Incorporate Role-Play.

Customer Service 58

Customer Service First call resolution Metrics Coaching 58

Skybridge

SEPTEMBER 2, 2020

4 Key Metrics That Are Worth a Bigger Investment. As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets. Check out these four metrics. By Daniel Newman.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

C Space

FEBRUARY 12, 2020

I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are. It takes sport, athletics, exercise, and activity and creates a sense of empowerment. It’s a process.

Marketing 52

Marketing Customer centricity Banking Metrics 52

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. She even includes several exercises in the book. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

JustCall

SEPTEMBER 5, 2023

Independent real estate agents have the potential to boost a brokerage’s sales while offering specialized services. Without clear metrics or time frames, it becomes challenging to assess whether the goal has been accomplished or if further efforts are needed. This goal lacks specificity and measurability.

Real estate 52

Real estate Construction Feedback Morale 52

Fonolo

JANUARY 31, 2023

Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? This is an engaging exercise, and also demonstrates how different customer profiles could play out in real life. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue.

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

Interaction Metrics

OCTOBER 16, 2023

For example, Satisfaction Metrics were replaced in the early aughts by the Net Promoter Score, which has, to some extent, been eclipsed by the Customer Effort Score. Other metrics include the Ease of Business Score, Competitive Edge Score, Brand Compliance Score, and more. Get in touch!

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

delighted

APRIL 7, 2020

Take a break from metrics. How a home exercise equipment and fitness class startup uses feedback to flag improvements for product entries in a new market. This exercise equipment startup implemented Delighted to aggregate and analyze customer feedback associated with the roll-out of a completely new product line.

Customer retention 52

Customer retention Customer Experience Feedback Surveys 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Help Scout

JUNE 3, 2021

For example, sales may use the shared inbox or chat features to interact with potential leads, or product and marketing might use metric insights to better understand customers’ wants and needs. Do a secondary sales call for any deeper information. Do an initial demo call with a salesperson. Listen to their feedback.

Sales 104

Sales Feedback Accountability CRM 104

Global Response

MARCH 16, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Having agents do role play exercises, update scripts or FAQs, practice common scenarios or demonstrate new techniques are all helpful training exercises. Ready to perfect your CX?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Totango

SEPTEMBER 24, 2020

In the post-sales journey, onboarding is the first step toward helping the customer use your product to achieve their business goals. You learn about your customers during every interaction, and by following their product use using customer success metrics.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

CustomerSuccessBox

OCTOBER 5, 2021

Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. If you can focus on improving NRR, all the other metrics would improve as most of them are directly or indirectly affected. Net Retention Rate (NRR).

Upselling 59

Upselling SaaS Metrics Accountability 59

Transparent BPO

JULY 9, 2019

Those exercises gave the agents a much better understanding of, and appreciation for, what the customer goes through, enabling them to more clearly showcase the benefits of having meds sorted and delivered. Somehow, Transparent BPO broke record after record on all metrics, with a group of new agents.”

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. A: You can do a lot of meaningful things.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64