TeamSupport

SEPTEMBER 16, 2020

Whether Support is motivated by customer retention, operational efficiency, financial contribution, or attainment of customer satisfaction, the key is to define and achieve positive business results from support operations with strategies that align to tangible and measurable support metrics. Learn more at servicexrg.com.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

JANUARY 12, 2021

Expand efforts to build customer proficiency through training, coaching and skills development. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeamSupport

SEPTEMBER 8, 2020

The full value of customer support can only be realized when you have well-defined processes, metrics, and systems that can help you manage and meet customer expectations and capture the insights learned from each customer interaction. The Value of Customer Support. Learn more at servicexrg.com.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Customer Relationship Metrics

JULY 26, 2017

Pierce, O’Driscoll, Coghlan, 2004). Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).

Contact Center 211

Contact Center Calibration Construction Surveys 211

TeamSupport

JANUARY 26, 2021

Formal efforts to help customers develop proficiency with products through training, knowledge transfer, best practice guides, and coaching can reduce “how to” questions – another significant source of support demand. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

B2B 64

B2B Customer Support Technical Support Coaching 64

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?

Management 98

Management Call Center Metrics Entertainment 98

ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95