CSM Practice

JANUARY 13, 2021

Problems interpreting data for accurate forecasts. Reporting and predictive modeling for more accurate forecasts. These are the keys to scaling your renewal process effectively: 1. Once customer outcomes have been captured, you can proceed to design a scalable renewal process with a high chance of forecastable success.

SaaS 98

SaaS Customer centricity Accountability Education 98

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

NOVEMBER 24, 2022

I wish all contact center employees were like them.” ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

JM Robbins & Associates

SEPTEMBER 8, 2018

During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. With desperation in your eyes, you pace the floor of the center with the expectancy of a new father. Who owns the customer experience?

Contact Center 48

Contact Center Chief Customer Officer Employee engagement Customer Experience 48

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

NobelBiz

FEBRUARY 22, 2023

Contact channels are proliferating. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

Contact channels are proliferating. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

ClearAction

JANUARY 20, 2018

We define MO as a thorough, end-to-end operational discipline that leverages processes, technology, guidance, and metrics to run the marketing function as a profit center and fully accountable business. Marketing operations (MO) is a term that is sometimes used differently across organizations. Clarity and Consistency Fuel MO Excellence.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

ClearAction

JANUARY 20, 2018

We define MO as a thorough, end-to-end operational discipline that leverages processes, technology, guidance, and metrics to run the marketing function as a profit center and fully accountable business. Marketing operations (MO) is a term that is sometimes used differently across organizations. Clarity and Consistency Fuel MO Excellence.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

JustCall

MARCH 29, 2022

While the fundamentals of sales remain the same, the way it is done has seen significant transition over the years. And a big part of the reason for that is hyper-competition across industries, which has pushed sales automation into the mainstream conversation. Now, just selling more isn’t sufficient. What is Sales Automation?

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

C Space

DECEMBER 6, 2021

The “inward“ part of the cycle will be with us for some time. UPS drivers have become an intrinsic part of their communities. Recent forced constraints have created a newfound focus on and gratitude for fundamental human needs of safety, love and belonging.In this, we are seeing both a fight for and a flight to simplicity.

Transportation 59

Transportation Airlines Automotive Marketing 59