Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. High-quality call centers are a cornerstone of success for businesses in today’s competitive landscape.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

ChurnZero

APRIL 15, 2021

At ChurnZero’s recent virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to: Weigh the pros and cons of Customer Success owning expansion. Make your Customer Success team comfortable with upsells and cross-sells. It was with mixed success.

Upselling 64

Upselling Accountability Sales SaaS 64

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

Netomi

SEPTEMBER 20, 2021

AI-powered chatbots provide a more human-like experience, are capable of carrying on natural conversation, and continuously improve over time. Key features. Dedicated customer success team. Key features . Knowledge Base Management. Key features: One-click-install for WordPress. Chatbots are used by 1.4

Chatbots 126

Chatbots APIs Surveys Analytics 126

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. Key providers are building professional services and resources to assist customers with strategic AI plans. The industry continues to change, most recently with the emergence of omnichannel management. More Blogs Menu. through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Call Experts

JULY 27, 2023

By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights. In today’s competitive market, ensuring every customer interaction is handled with care and professionalism is crucial for success. How the Customer Service Call Center has Impacted Business.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future. where I became their first Client Success Manager.

Accountability 71

Accountability Metrics Feedback Enterprise 71

CrazyCall

APRIL 9, 2019

Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals.

Sales 133

Sales Consulting Consulting Coaching 133

Horizon CX

JUNE 2, 2020

How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? How profound was that considering where we are at this very moment in 2020. This starts during the hiring process.

Customer centricity 52

Customer centricity Employee engagement Consulting Consulting 52

Netomi

FEBRUARY 28, 2022

From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way. One of her key drivers is employee motivation and empowerment.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 66

SaaS Metrics Accountability Technical Support 66

ProProfs Blog

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . Any experience that they have is primarily a direct outcome of the quality and skill of the team. . The success of your business will depend on how skillfully you handle your customer service problems.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

aircall

DECEMBER 28, 2020

The question of how to scale distributed teams is a little more complicated. If you’re able to find and retain employees who have the skills you need, this might not be the right time to implement a distributed team model. You’ll have more time to invest in their skills and alleviate the costs associated with rehiring.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

SmartKarrot

OCTOBER 25, 2023

In the ever-evolving realm of business, Key Account Management (KAM) remains a pivotal aspect of sustaining and nurturing crucial client relationships. The stakes in managing key accounts are high; these are typically the clients that account for a significant portion of revenue.

Accountability 10

Accountability Management Best practices Healthcare 10

Noble Systems

OCTOBER 21, 2020

Let’s look further at the ACD meaning for a call center, the benefits for an ACD call center, and how other technologies can work with the ACD software to provide even greater value. How does it work? How does the ACD know where to send the calls, to get them to the right places? What does an ACD do?

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

SmartKarrot

MAY 15, 2023

In the fast-paced and ever-evolving world of business, nurturing strong and lasting relationships with key clients is crucial for success. Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth.

Accountability 10

Accountability Management Best practices Customer retention 10

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Nicereply

JUNE 18, 2020

Really happy customers are the secret sauce to long term success. How to use this resource. If you’ve been tasked with increasing customer retention, boosting customer engagement or lowering churn, this post should provide inspiration on how to get started. And we’re going to help you delight them. Customer Churn Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ConvergeOne

MARCH 11, 2021

The company said, "it continues to see increased use of these vulnerabilities in attacks targeting unpatched systems by multiple malicious actors beyond HAFNIUM," signaling an escalation that the breaches are no longer "limited and targeted" as was previously deemed. Asia, and Europe. History of Hafnium Attack. That post is detailed here.

Government 60

Government Enterprise Accountability Scripts 60

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

CSM Practice

MAY 10, 2021

Should you charge for Customer Success?! In reality, startup companies are often puzzled about the most effective approach to charging for customer success without increasing the churn risk. In this blog we will share a step-by-step approach to charging for customer success without hurting your net retention rate. .

Sales 52

Sales Education Marketing Accountability 52

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model?

SaaS 54

SaaS Metrics Accountability Technical Support 54

Help Scout

JANUARY 27, 2019

So when our Head of Customers Team, Abigail Phillips, is hiring new team members, she is looking for people with a diverse set of skills and a willingness to constantly learn. Acting as a knowledge resource for the rest of the company, particularly during Whole Company Support times. Here’s what that looks like at Help Scout.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

Amity

MAY 9, 2016

We sat down with Julie Persofsky , VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years. How did you get started in Customer Strategy and what was your path into your current role? How is your team structured?

Coaching 56

Coaching Upselling Accountability Sales 56

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. You need to continue to modify your strategy and hence the cyclical approach.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Workplace Wisdom Blog. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. KEY TAKEAWAYS. How to be more compassionate.

Coaching 98

Coaching Personalization Consulting Consulting 98

ChurnZero

JULY 24, 2020

which provides an exploration of how technology is transforming trust. They allow us to “show how trust is a conduit for new ideas to travel.”. Customer Success as an Agent of Change: Why Trust Matters. Customers don’t value your word, which as consultants, is how you effect change to drive success.

Surveys 59

Surveys Consulting Consulting Upselling 59

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. We’ve looked at which skills your team should cultivate. Nevertheless, we feel that continued excellence should be acknowledged. We’ve cherry-picked the very best apps to empower your team.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. You need to continue to modify your strategy and hence the cyclical approach.

Metrics 49

Metrics Upselling Journey mapping CRM 49