CCNG

NOVEMBER 1, 2023

Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. Happier agents lead to improved customer experiences, reduced turnover, and increased productivity. By effectively managing up, we can secure a seat at the strategic planning table.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

Chief Customer Officer 94

Chief Customer Officer Best practices Feedback Enterprise 94

AWS Machine Learning

DECEMBER 1, 2022

Now with shared spaces in Amazon SageMaker Studio , users can organize collaborative ML endeavors and initiatives by creating a shared IDE application that users utilize with their own Amazon SageMaker user profile. Data workers can even collaborate on the same notebook concurrently using real-time collaboration capabilities.

Engineering 67

Engineering Personalization Management 67

The Petrova Experience

APRIL 3, 2024

But agencies cannot do that alone, especially while managing multiple internal and external demands. Customer experience includes the strategy that guides every interaction with a customer, in and out of your space , at every step of their relationship with you. Now, these interactions can be positive, productive, and supportive.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

UJET

AUGUST 5, 2020

When you have someone living abroad, you gain a new perspective which helps globalize the product, the service, and the user experience. You could get yourself a desk at a coworking space to accelerate this or learn while pitching your product to find these important insights. Remote Work Management. Project Management.

Personalization 133

Personalization Marketing Management Accountability 133

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. Collaboration. Collaboration among agents and managers is critical to the continued success of most operational call centers. Room Capacity.

Call Center 182

Call Center Coaching Morale Analytics 182

VirtualPBX

APRIL 27, 2022

Remotes also reduce overhead by not being tied to office space and potentially freeing up expensive office spaces for more employees. Studies have shown that engagement, productivity, and loyalty tend to improve when companies embrace virtual work. It creates a work-life balance that leads to higher productivity.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

CSM Magazine

APRIL 9, 2024

Fostering Confidence in a Virtual Space For customer support agents who are adjusting to remote work arrangements, maintaining efficiency and handling customer interactions with professionalism can feel daunting without the right tools.

Customer Support 64

Customer Support Analytics Quality management Management 64

Beyond Philosophy

JANUARY 12, 2022

It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. The VOP adds another data stream from a crucial part of a customer’s experience—using the product. In a recent podcast, we hosted Tobias Goebel ( @tpgoebel ) Product Marketing Principal at Twilio IoT.

Contact Center 195

Contact Center Enterprise Technology Engineering 195

SharpenCX

DECEMBER 8, 2021

As illustrated in the graph below from Buffer’s State of Remote Work Report , remote employees primarily struggle with collaboration, communication, and loneliness while working from home. So, we’ve compiled 4 clear rules to live by in your remote call center to keep agents engaged and productive while they work from home.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Fonolo

AUGUST 26, 2021

Here we’ll go through the three common environments, how COVID-19 altered and continues to alter them, and how to optimize each environment to improve agent productivity , customer experience, and profits. Update your call center technology to ensure your agents are productive and prepared, and to reduce IT support costs.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

Chief Customer Officer 62

Chief Customer Officer Best practices Feedback Enterprise 62

Spearline

SEPTEMBER 30, 2021

As the business world now considers new norms of working, many are looking to “hybrid” models offering staff more work-from-home flexibility with brick-and-mortar office facilities available to support occasional on-site collaboration and team working. Once in a meeting, is the collaboration and information exchange comfortable?

Telecommunications 98

Telecommunications Marketing Personalization Management 98

VirtualPBX

JUNE 9, 2021

Today’s guest post was provided by Lucas Campbell, a digital marketing manager with experience in that position from traditional and remote office locations. It has proven effective for both management and employees across industries. Productivity levels have not decreased as many analysts had predicted.

Marketing 98

Marketing Surveys Management Personalization 98

AWS Machine Learning

APRIL 11, 2023

Streamlit applications are useful for presenting progress on a project to your team, gaining and sharing insights to your managers, and even getting feedback from customers. For more information, refer to Amazon SageMaker Studio and SageMaker Notebook Instance now come with JupyterLab 3 notebooks to boost developer productivity.

Scripts 72

Scripts Automotive Engineering Healthcare 72

JivoChat

FEBRUARY 22, 2023

Outsourcing is a business practice in which an organization entrusts certain parts of its production or services to a third-party provider outside the company. This includes expertise in SEO, content creation, social media management, and more - all of which can be used to achieve a pleasant marketing efficiency ratio.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

TechSee

MAY 10, 2021

Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results. Not all high-tech products are easy to sell. Stephen Brown – UK/EU Account manager.

Sales 109

Sales Enterprise Accountability Engineering 109

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

aircall

SEPTEMBER 29, 2021

How to maximize productivity. A successful hybrid work environment gives employees the ability to work productively, regardless of where they are located. They may work some days at home (or at a coworking space or coffee shop) and others in the office. Productivity. What Is a Hybrid Work Environment? Cost-effectiveness.

Metrics 71

Metrics Feedback Management Personalization 71

VirtualPBX

MARCH 19, 2020

Whether you’re on the path toward full- or part-time remote work, it’s essential that you make use of the proper remote team collaboration tools. Keep reading to dig into a few of these options with us – including feedback about how the VirtualPBX team uses all these products on a daily basis. Google GSuite.

Accountability 133

Accountability Marketing Personalization Feedback 133

JustCall

JANUARY 23, 2024

A WhatsApp Shared Inbox is a virtual space that your team can collectively manage. Here is why WhatsApp Team Inbox is the appropriate tool for your business: Improved Team Collaboration A Shared Inbox allows for seamless collaboration. A Shared Inbox allows your team to manage queries collectively.

APIs 52

APIs Upselling Accountability Analytics 52

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. Remote teams also have the potential to increase productivity.

Management 88

Management Gamification Calibration Quality management 88

Nicereply

JUNE 20, 2023

Since CX is part of all of these functions, it is important to understand how each company defines CX and how collaboration works across the business at every customer touch point. And because CX touches just about every other function, collaboration across teams is also critical. There are still advantages to working in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Outsource Consultants

JUNE 6, 2022

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort.

Gamification 128

Gamification At home agents Morale Employee engagement 128

VirtualPBX

JUNE 21, 2023

VirtualPBX empowers businesses to create virtual offices and seamlessly connect remote workers , eliminating the need for physical office space. Furthermore, embracing remote work promotes work-life balance, boosts employee morale, and increases productivity.

voip 98

voip Call Logging Telecommunications Morale 98

CSM Magazine

JULY 28, 2022

For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”. The CRM Solution. 30% growth of the firm’s contact base. Zero reporting lag time for dashboard-based reporting (vs.

CRM 105

CRM Construction Enterprise Sales 105

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Listen, learn, share… in other words, collaborate. Assuming a cost-center mindset.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

JustCall

DECEMBER 13, 2022

One of the successful products of this innovation is a conference bridge. From diminishing employee productivity, engagement, collaboration, retainment, and trust, the economic cost of inefficient communication stands as high as $62.4 Third, creating a perfect meeting space for a video call is taxing.

voip 52

voip Telecommunications Morale Employee engagement 52

aircall

JUNE 23, 2022

Aircall has positioned itself as a leader in the unified communication and collaboration space. Aircall is a flexible cloud-based phone solution that integrates with popular CRMs and helpdesk tools to help manage and streamline customer support and sales departments.

APIs 62

APIs Metrics Technology Sales 62

ChurnZero

JANUARY 25, 2024

Related resource: Learn to speak your customers’ love languages with Bob London How customer success roles and skillsets are changing in 2024 From CSMs to CS operations specialists, individual contributor roles are demanding skills and specializations that go far beyond the “traditional” skills of relationship management.

Education 52

Education Upselling Consulting Consulting 52

JustCall

AUGUST 25, 2022

What is Cross-Team Collaboration: Best Practices to Improve It! Besides a work schedule, it is also vital to enforce activities and collaborations that ensure good motivation levels of the personnel and a fun working environment. What is Cross-Team Collaboration? Why is cross-team collaboration important?

Best practices 52

Best practices Coaching Employee engagement Engineering 52

Nicereply

JUNE 12, 2023

Let’s explore twelve crucial things for managers to keep in mind when training new customer service team members. During new hire training, customer service managers can: Communicate the significance : Clearly articulate the importance of each customer interaction. Let’s be clear: no one will ever know everything about your product.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

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? So if you’re looking for answers on how best to manage customer renewals, then read on! So, which renewal ownership model is best for your organization?

SaaS 71

SaaS Upselling Accountability Sales 71

Fonolo

AUGUST 24, 2021

A work environment plays a great role in a company’s culture, productivity, and overall success. Here are some ways that your work environment affects your agents: Productivity. Agent turnover, customer experience, morale, and productivity are all vital components of a call center that you should make sure are in a good state.

Call Center 148

Call Center Morale Best practices Contact Center 148

Cisco - Contact Center

FEBRUARY 19, 2021

Businesses now compete not only on products and services, but also on the quality of the interactive experience they can offer to their customers. And they really appreciate it when you can anticipate issues and proactively reach out to them. This is the future of customer experience.

Customer Experience 122

Customer Experience Contact Center APIs contact center solutions 122

JivoChat

APRIL 23, 2023

And despite widespread mockery (albeit from older folks) and criticism (honing in on data collection and a perceived inanity), the short-form video sharing app TikTok has swiftly secured a position as a dominant player in this space, boasting a massive user base — and that user base happens to span the globe.

Advertising 75

Advertising Marketing Analytics Metrics 75

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207