ShepHyken

JANUARY 29, 2024

What is the key to successfully transforming work culture to better serve customers? By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience. ” “People want to work with each other.

Customer Experience 234

Customer Experience Customer centricity Consulting Consulting 234

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. Customer Service/Support teams do the important work of serving customers at the most trying of times: when the product is not working as expected.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front.

Sales 89

Sales Upselling Accountability SaaS 89

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting Expertise Partner with a forecasting expert who understands the unique practices of back-office work. Group similar work together when possible.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

ShepHyken

JUNE 23, 2021

Start by getting a team together to strategize and share ideas. The conversation should begin with a discussion about the companies you believe had success throughout the pandemic. Then determine if any of these changes can work for your company. It doesn’t have to be exactly the same. Make it happen.

Customer Service 340

Customer Service Management 340

ShepHyken

JULY 23, 2021

These interactive features provide a forum for employees to discuss requirements, work schedules, and other project needs. . Most LMS platforms also enable workers to collaborate from a distance, so groups that are dispersed can still work as one unit. Improves Critical Thinking with Simulations .

Feedback 393

Feedback Surveys Management Employee engagement 393

ShepHyken

AUGUST 21, 2020

These successful transformation initiatives have built a strong case for a few organizational qualities shared by simplified, flexible, adaptive businesses. Bring implementation and how to execute it together into the discussion. Use these first examples as opportunities to observe how your model works or does not work.

Customer Experience 617

Customer Experience Government Feedback Management 617

Injixo

MAY 7, 2024

For many years, “burnout” was a word most commonly used together with the word “executive”: executive burnout , implying that it only affects business leaders. Excessive workload and stress at work – particularly common in a hectic work environment like a call center – are not the only causes of burnout.

Employee engagement 52

Employee engagement Call Center Personalization Management 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales Enterprise Best practices Metrics 90

CSM Magazine

MAY 7, 2024

Getting the gang together for some fun team-building stuff is like the secret sauce to making your work vibe amazing! It’s all about building that trust and togetherness, you know? Plus, it’s a smart move because when folks get along, they can tackle big projects together like pros. Hey, guess what?

Morale 52

Morale Employee engagement Personalization 52

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities.

Sales 107

Sales Marketing Metrics APIs 107

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

Global Response

MARCH 26, 2024

Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. Establishing a strong partnership Once you have chosen a BPO vendor to work with, laying a solid foundation upon which you will build your partnership is essential.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. We are energetic about our work. It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. Putting on a CS roadshow is particularly critical in the early stages of Customer Success.

Education 97

Education Sales Management Marketing 97

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? This article will explore the differences between customer success and customer support and how they work together to help businesses succeed. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits.

Transportation 96

Transportation Surveys Technology Contact Center 96

Totango

NOVEMBER 8, 2023

Regardless of technical expertise, anyone can identify what’s working well and spend more time on their best ideas with Mixpanel. Create an open data ecosystem Totango believes in creating an open framework for the entire enterprise tech stack to impact customer success.

Enterprise 92

Enterprise Finance SaaS Analytics 92

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Upselling 109

Upselling Metrics Enterprise Best practices 109

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Best practices 52

Best practices Upselling Analytics Customer Support 52

24-7 InTouch

FEBRUARY 13, 2024

. “This new acquisition will expand our client capabilities in Mexico, strengthen our leadership in the region, and continue our successful path towards growth in new markets globally.” Together with world-class tools, technologies and methods, our team turns the consumer into a long-term relationship for our clients.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy. Working side-by-side with sales. It’s the chocolate in their cake.

Sales 98

Sales Engineering Management Best practices 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 104

Enterprise Best practices Marketing Sales 104

Cyara

FEBRUARY 22, 2024

The last mile of a journey, whether that be a walk to your car after a long hike, a few final numbers added to the odometer as you near your destination, or – more metaphorically and also relevant to this blog post – the last few elements that must work seamlessly together to ensure your contact center agents can serve customers over the phone.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. These results should be the North Star that brings your marketing, customer success, and even your sales team together ,” Karen explained.

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

JivoChat

SEPTEMBER 27, 2022

If you are feeling down or stressed out about your job, finding motivational quotes for work can encourage you to keep persisting and following your dreams. Best Motivational Quotes For Work. 4 - “The only way to do great work is to love what you do. 5 - “Success is the sum of small efforts repeated day in and day out.”

Personalization 75

Personalization Management 75

24-7 InTouch

APRIL 19, 2024

In 2023, the successful implementation of a number of green initiatives created a year of positive environmental impact. In Jamaica, the campus worked together for Earth Day, collecting over 50 garbage bags of trash.

Metrics 52

Metrics Management 52

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Best practices 98

Best practices SaaS B2B Consulting 98

VirtualPBX

OCTOBER 19, 2023

These meticulously crafted guides, tailored for the legal, franchise, dental, real estate, and new business sectors, are your roadmap to success. Our Legal Playbook is designed to help attorneys, whether solo practitioners or established firms, navigate the intricacies of building and expanding a successful legal business.

Real estate 105

Real estate Finance Marketing Enterprise 105

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Personalization 74

Personalization Finance Feedback Scripts 74

Fonolo

MAY 10, 2023

This conference is designed to leave you energized and motivated to lead your team to success. You’ll walk away with hands-on tactics you can put to work immediately. The main stage will feature other remarkable professionals who are redefining the future of work and elevating the customer experience through innovation.

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Education Services Group

JULY 18, 2023

At the other end of the spectrum, journey maps can be tools you work really hard on for a short period of time and then leave in a drawer to gather dust. Now, I want to talk about what happens when you put all the phases of the journey together into one wonderful, cohesive experience for all of your customers.

Journey mapping 52

Journey mapping Customer centricity Customer Experience Surveys 52

Call Design

DECEMBER 5, 2023

Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. They play a critical role in creating a work environment that fosters happy, engaged, fulfilled and aligned (HEFA) employees.

Management 78

Management Analytics Employee engagement Customer Experience 78