ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. Some of us sped up. Roll the tape back.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates.

Customer Success 118

Customer Success Management Guidelines Customers 118

Vonage

MAY 8, 2017

You need to design a comprehensive training programme, so that everyone starts with the same goals and methods in mind – and this must include how best to record information in your CRM system. Make sure you’re hiring the right people (at the right time). What works for six people can become a mess when applied to 60, 600 or 6,000.

Sales 159

Sales Tips Training Travel 159

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. PIPEDA – Canadian federal law dictating how businesses collect, use, and disclose personal information. Security & compliance . This is a must-have for universities and colleges that need to have their data stored in-country.

Chatbots 205

Chatbots Self Service Video Wait Times 205

Call Experts

JULY 7, 2022

Outsourcing is a business practice where an organization hires outside vendors to perform tasks typically done internally by employees. How outsourcing reduces costs? What Is Outsourcing? . Many small business owners are overburdened with their to-do lists. Outsourcing is used by many small businesses to remain competitive.

Contact Center 52

Contact Center Training Resources Insurance 52

SurveySparrow

FEBRUARY 13, 2023

How 6 companies spotlight their employees + key takeaways How tools like SurveySparrow can make the process smoother 42 employee spotlight questions to get the content you need – professional and fun versions included What is an Employee Spotlight? Source: Crobox Blog Takeaways: Does your organization have lots of employees?

Examples 52

Examples Culture Social Media Video 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Kustomer

NOVEMBER 4, 2020

So, how can businesses ensure their CX is up to scratch? Here are some examples of how businesses use AI to streamline CX: Automated answering service for sorting and routing support. Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Brands must stay on top of CX trends.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. CSMs act as the voice of the customer bringing user experience feedback to the product team.

Customer Success 91

Customer Success Management Exercises Social Media 91

Uniphore

OCTOBER 8, 2021

He’s the co-author, along with Reid Hoffman (Co-founder of LinkedIn), of Blitzscaling, the book that explains how to build world-changing companies like Amazon, Alibaba, and Airbnb in record time. It comes down to an often-overlooked, yet vitally important part of a company: its culture. Chris is an accomplished author and storyteller.

Culture 100

Culture Meeting Examples Customer Centricity 100

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. What is new is having to suddenly pivot from having agents in centralized locations to operating remotely. The idea of having home-based agents is not new for contact centers.

Contact Center 78

Contact Center Management Self Service Omni-Channel 78

Upstream Works

MARCH 17, 2022

When considering vendors offering AI applications, contact centers should consider how well they interwork and support the systems currently in use, rather than looking to replace them altogether. Digital transformation enables a remote working environment and allows contact centers to draw from a much larger pool for hiring agents.

Self Service 78

Self Service Contact Center Call Center Training 78

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. This will be a quarterly series where we ask COPC Inc.

Training 40

Training Self Service Call Center Contact Center 40

Call Experts

SEPTEMBER 22, 2023

So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls. In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls.

Travel 59

Travel Call Center Communication Poor Customer Service 59

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Onboarding Customers.

Customer Success 52

Customer Success Management Financial B2B 52

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. They can also be defined as an organization’s service expectations or objectives, or as guidelines for how to deliver customer service.

Meeting 64

Meeting Customer Service Self Service Customer Service Representative 64

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. It’s important to know how and what KPIs are measured to determine if the objectives are met. It’s important to consider how they organize and support their agents on a day-to-day basis. Update your hiring practices. What is the key to success in a call center? Call Center , Customer experience. Kelly Dell.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

CSM Practice

MAY 13, 2020

Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. We have found useful information on how we can prepare for the “new normal” in the workplace. 33% of all customer success organizations plan to hire additional team members during the pandemic period.

Customer Success 83

Customer Success Survey Customers Trends 83

Interactions

OCTOBER 21, 2020

Like most companies, ours went entirely remote in March. As the coronavirus fallout continues, many companies will be seriously contemplating a permanent shift to remote work but unsure of how to make it happen. Remote work means managers can’t have eyes and ears on employees all day long. Talk it out.

How To 62

How To Culture Meeting Interaction 62

Integrity Solutions

JANUARY 28, 2021

times the exiting employee’s annual salary to hire a replacement. Hiring, training and severance and bonus packages all figure into the hard-dollar costs. In the meantime, the sales manager has to invest time in helping that new hire get ramped up. In some industries, average sales rep tenure is just two years.

Sales 119

Sales Comparison Training Culture 119

West Monroe

APRIL 14, 2020

In the midst of today’s global health crisis, health systems are having to rapidly deploy their non-patient facing workforce for remote work. How is this shift achieved? Below are four stages we have identified for health systems to accelerate a move to a fully remote and productive patient access center. Physically migrate.

Abandon Rate 52

Abandon Rate First Call Resolution Guidelines System 52

Comm100

NOVEMBER 10, 2016

To prepare for the flood of shoppers before the holiday season, many retailers take to seasonal hiring. You see it in the news every year—retailers like Target and Macy’s frequently hire tens of thousands of extra workers to help manage the onslaught of shoppers. How many hours are they looking to work this holiday season?

Abandon Rate 140

Abandon Rate Retail Tips Metrics 140

COPC

NOVEMBER 5, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Bizagi

AUGUST 6, 2020

It’s very likely that if you’ve hired a new employee in the last few months, you haven’t even met them in person, and they haven’t been able to step foot in the office. So how do you impress your new employees? Remote operations will likely achieve passive onboarding with no problem. Be proactive with your onboarding.

Culture 59

Culture Connections Policies Resources 59

Stella Connect

NOVEMBER 9, 2021

How Will You Ensure Temporary Staff Are Meeting Brand Standards? To ensure your seasonal hires represent your brand well, you should focus your efforts in the following areas. To ensure your seasonal hires represent your brand well, you should focus your efforts in the following areas. Hire people who are a good fit.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

Kayako

OCTOBER 29, 2015

It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Flattener #5 argued how outsourcing to India and China is not just for carmakers. A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Oracle

JULY 1, 2020

Now how do you land that position in marketing? While colleges want you to feel that you’ve gotten your money’s worth for that four-year degree, many hiring managers looking to fill marketing and CX jobs will be searching for retail. Don’t wait to get hired to start. ” John Howard, CEO, Coupon Lawn. .

Tips 67

Tips Marketing Social Media Retail 67

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? Naturally, it begins with being very picky about your new hires. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a bad day, we are just trying to survive!

Culture 140

Culture Contact Center Customer Journeys Groups 140

Bizagi

NOVEMBER 20, 2020

As a result, all banks and financial service providers are faced with the challenge of how to continue their business activities. Here’s how you can use process automation to shore up your operational resilience and sail through the storm. Agility and operational resilience. Re-thinking customer service.

Financial 75

Financial Banking Omni-Channel Resources 75

Bizagi

NOVEMBER 13, 2020

Here are three examples of how insurance companies have transformed their claims processes and the benefits this has delivered for both customers and employees. Enabling remote working for employees. This was all completed remotely, so nobody actually met in-person throughout the project.

Insurance 52

Insurance Examples eBook Banking 52

Bold360

MARCH 5, 2020

His blueprints include: How great CX rests on a solid foundation of vision and culture. How technology and processes support your talent. Your EX makes or breaks your CX — and it starts from the moment you hire. When you’re hiring, knowing your purpose leads right into knowing what you should look for in a hire.

Culture 59

Culture Employee Experience Insurance Government 59

Circular Edge

FEBRUARY 22, 2023

Blog Credit: Andy Chase “If everyone is moving forward together, then success takes care of itself.” avoiding ‘Churn’ at your cost) Innovation Still Not Coming to Fruition – Enterprises today are under increasing pressure to innovate and transform their business, and many who hire MSPs do so for that very purpose.

Management 52

Management Innovation Resources Analysis 52

Help Scout

AUGUST 31, 2021

Section 1: About the job Start with information about your business and how it operates. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world.

Examples 94

Examples Social Media Customers Customer Service Representative 94

Stella Connect

FEBRUARY 15, 2022

Nearly 49% of the CCW Digital survey respondents say they will be considering offering remote customer service work options and greater flexibility with agents’ schedules to meet changing employee preferences. It’s no secret that call centers have high turnover. First, an Answer About Why Call Centers Have High Turnover.

Call Center 52

Call Center Contact Center Study Employee Engagement 52

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. This capability is quite recent, and it’s important for contact center leaders to understand how much chatbots have evolved.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Circular Edge

FEBRUARY 26, 2021

Blog Credit: Andy Chase. Whether negotiating your next MSP renewal or exploring on demand support or managed services for the first time, hopefully your team finds some value in this analysis as you look to realize a successful & innovative long-term remote support partnership.

Innovation 52

Innovation Resources Analysis Conference 52

Stella Connect

FEBRUARY 2, 2022

You’ll find yourself constantly hiring agents who don’t last as long as you hoped for, putting you right back in the costly recruiting process all over again. Here’s a deep dive into call center turnover — what it is, how to calculate it, and what you can do to reduce attrition and run a best-in-class customer service team.

Call Center 52

Call Center How To Training Customer Service Training 52