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Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

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?

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Maximize Your Investment in Upskilling Agents

TechSee

In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. There is a substantial investment from support leadership, often enabling greater agility of contact center resources as agents can support a broader catalog of products.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

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Improve Service Efficiency by Boosting Adoption

TechSee

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. The right support technologies will make your agents more efficient, effective, and productive.

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Dani Apgar named among 50 leaders to follow on Twitter by ICMI

RapportBoost

Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”. is the leading chat analytics platform brands use to boost sales and engage customers. Dani Apgar RapportBoost.AI About RapportBoost.AI.

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Unleash Your Customer Service Team’s Full Potential with Virtual Agents

UJET

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Customers and Business Leaders Win with Virtual Agents, Too. Reduce average handle time.