Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. As Jacob says: “Being a leader doesn’t mean you’re better than other people.

Contact Center 52

Contact Center Morale Coaching Technology 52

Select VoiceCom Blog

APRIL 17, 2023

By outsourcing non-core processes , you will save on overhead costs and gain more time to focus on scaling your business. BPO also streamlines operations, resulting in faster turnaround times, improved quality, and increased customer satisfaction. You can also use the framework to simulate how it works for different scenarios.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

aircall

SEPTEMBER 25, 2018

You’ll never get a better opportunity to analyze your own behavior, learn what mistakes you’ve made, and increase sales efficiency moving forward. Pour coffee on your keyboard. Take your shirt off. What should you do now to turn this failure into future success ? Listen to your conversations. Search for new jobs.

Sales 109

Sales Feedback Marketing Call Center 109

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. The Proof Is In The Pudding.

Self service 67

Self service B2C B2B Education 67

ChurnZero

APRIL 14, 2020

This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . All business models rely on one thing: the people who like your product or service, buy it, and keep your company afloat. Feedback vs. review.

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Plus, 71% of consumers would decrease their support for a brand if they don’t have a human customer service representative available to speak to at all. .

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Enterprise 45

Enterprise APIs Contact Center Engineering 45

ChurnZero

JULY 1, 2022

Your operations must be down pat to scale, successfully at least. Just ask your friends in marketing or sales. Customer Success operations is a necessity, not a luxury. ” Learn how to make a business case for CS ops and more in the Q&A below. You’re having customers put all their issues on you.

Accountability 52

Accountability Metrics Management Personalization 52

Comm100

JANUARY 5, 2017

Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. Consider: What is your company’s refund policy?

Customer Service 43

Customer Service Marketing Accountability 43

ChurnZero

JULY 1, 2022

To scale, your team’s operations must be down pat. Just ask your friends in marketing or sales, which defined their spaces for ops long ago. ” Learn how to make a business case for CS ops and more in the Q&A below. What is the mission of CS operations, and how does it support the CS team?

Accountability 52

Accountability Metrics Management Personalization 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Peter Armaly.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

FEBRUARY 22, 2022

As smart technologies continue to evolve, industries such as healthcare, finance, construction, education, retail, etc., are taking advantage of modern solutions. Augmented Analytics is one such emerging technology that has completely changed the way people perceive data analytics, data manipulation, monitoring, and, data literacy.

Analytics 10

Analytics Multichannel Construction Technology 10

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. instead of focusing only on KPIs and metrics it’s important to make the customer successful.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

Nicereply

JULY 20, 2021

One of the biggest pitfalls for businesses across the globe is the declining customer retention rate. Businesses make it their goal to increase their customer base, but forget to retain the existing customers. Still, most businesses do not have a fool-proof strategy to retain their clients.

Personalization 105

Personalization Customer retention Customer Support 105

Global Response

JULY 17, 2023

Cloud-based solutions are paving the way for modern call centers to become more efficient, reduce operating expenses and deliver superior customer experiences. Cloud-based solutions are paving the way for modern call centers to become more efficient, reduce operating expenses and deliver superior customer experiences. Here’s how.

call center solutions 62

call center solutions Call Center Bilingual agents Analytics 62

Hodusoft

AUGUST 23, 2023

Choosing the Right Multi-Tenant IP PBX Software for Your MSP Business A managed services provider (MSP) is an information technology (IT) services firm that manages infrastructure as well as a range of functions and processes for clients. How Does Multi-tenant IP PBX Software Benefit Msps? Read on and thank us later.

Technical Support 52

Technical Support voip Analytics CRM 52

ProProfs Blog

DECEMBER 20, 2018

Customers today want their voices heard and problems resolved with the minimum turnaround time (TAT). Customer service, thus, is now recognized as the primary focus for enhanced customer interaction, loyalty, and retention. Businesses with a well-crafted customer service approach do experience 92 percent customer retention.

Customer Support 92

Customer Support Surveys Sales Self service 92

ClientSuccess

APRIL 20, 2020

If you’re like most organizations over the past few weeks, you’ve received orders (whether government-mandated or from your leadership team) that have forced your team to work remote for the foreseeable future. Here are three big ways remote working impacts customer success teams: 1) Staying on top of critical projects.

Government 52

Government Accountability Personalization Management 52

aircall

APRIL 22, 2022

However, a truly unified communications system today requires switching over to VoIP phone systems and cloud-based phone systems, which can offer a feature-rich and intuitive upgrade to older analog, PBX, or IP systems. . A small business phone system is necessary for your company if you need to handle more than a couple of calls.

voip 62

voip Interactive Voice Response Call Center Sales 62

Nicereply

MAY 16, 2023

Using email templates for customer onboarding can help streamline the process and provide your clients with a consistent and positive experience. Are you struggling to onboard customers effectively and efficiently? This demonstrates that effective customer onboarding is critical for the success of your business.

Upselling 52

Upselling Feedback Best practices Personalization 52

PeopleMetrics

JANUARY 25, 2018

In many cases, other federal laws or regulations might address how that information must be protected (e.g., In other cases, however, there may not be a law, contract or agreement that specifically addresses how the CUI data received from the federal government should be protected. Photo by Priscilla Du Preez on Unsplash.

Education 79

Education Government CRM Self service 79

bold360 Blog

APRIL 25, 2019

How would you like a tactical advantage for your company that allows you to outpace your competition by an ever-widening margin, year after year? One of the silver bullets to help improve companies at all levels of customer maturity is deploying AI into the customer workflows. Organization. Technology.

Surveys 40

Surveys Metrics Consulting Consulting 40

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success. By Swati Sahai.

Analytics 41

Analytics Metrics Journey mapping Enterprise 41

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. They need to massively scale.

Marketing 80

Marketing Customer centricity Coaching Sales 80

teleopti

FEBRUARY 4, 2019

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service. The shift from product to customer service is turning everything on its head. Three golden rules for new-style customer service.

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48

CrazyCall

MAY 20, 2019

Yet, you wouldn’t like to fall behind your competition and what they’re doing. To help you stay on the front of the race we’ve compiled a list of 97 super-effective sales tips that will help you take your sales skill to the next level. Find your favorite ones and make them stick with you! Sales Tips from Top Sales Gurus.

Sales 123

Sales Coaching Scripts Education 123

SmartKarrot

OCTOBER 28, 2022

Building value-driven strategic connections with your important clients can aid in long-term development and retention, maximizing the income potential. These managers serve as a link between the business and the many parties involved with the customers. Imagine that you run a thriving software business with hundreds of customers.

Accountability 10

Accountability Management Upselling B2B 10

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Analytics 43

Analytics Metrics Government Journey mapping 43

customer sure

NOVEMBER 4, 2014

Takeaway: Innovative Apple accessory vendor, StudioProper, believes you should add opportunities to ‘meet’ customers, be it by email, phone or otherwise. Customers relish in the opportunity to talk directly with you, something that is so rarely available to them and is an instant differentiator. Remember how heavy it was

Feedback 97

Feedback Benchmark outsourcing Management 97

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 97

Chatbots Journey mapping Personalization Customer Support 97

Select VoiceCom Blog

SEPTEMBER 29, 2022

The exponential growth of technology paved the way for drastic shifts in traditional businesses in the past ten years, particularly in how they operate and engage with customers. It’s a cost-efficient option that gives your company more time for core business work. Read on and let this infographic be your guide!

outsourcing 52

outsourcing Technical Support Business Process Outsourcing Technology 52