Customer Guru

MAY 22, 2018

Not just that, he must be coached and held accountable and his/her progress must be tracked. In a survey by McKinsey Quarterly in 2009, praise from immediate supervisors and attention from company leaders were found to be just as important or more important than financial rewards. Communicate and do it transparently.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

CSM Magazine

DECEMBER 5, 2017

Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important. Customers expect a higher level of accountability and companies need to prepare their staff to be able to manage these situations effectively.

Customer Service 80

Customer Service Gamification Self service CRM 80

Quality Contact Solutions

JULY 19, 2018

QCS has been working with this client on an on-going basis since 2009. The client has an internal telemarketing sales organization (called Medallion Group) and they outsource the small and medium accounts to Quality Contact Solutions. QCS currently staffs about 30 full-time employees for this account.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. This helps management train and coach to ultimately mitigate compliance risk. Customers calling to check on or change a delivery date, make an appointment, place a repeat order, get an account balance, make a payment, or update account information do not necessarily need to talk to a live agent.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Kayako

FEBRUARY 25, 2016

Some of our favourite bits include promotion committees, performance management, goal setting, the peer interview process and how Google coaches a squad of elite interviewers. Bonus: Jim Collins published a new book in 2009 titled From Good to Great to Gone — apparently, 11 of the 60 companies studied fell to mediocrity or worse.

Engineering 36

Engineering Finance Marketing Sales 36

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. It’s important to track Churn as a % of number of customer accounts lost, and Churn as a % of recurring revenue lost. Instead, the use of internal benchmarks is a much more for effective way to improve satisfaction within your accounts.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

JustCall

JANUARY 31, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. If you have 2 users on your account, the lowest Dialpad plan will cost you $40 a month. As your business grows, you can add unlimited users at no extra cost.

voip 52

voip Enterprise Interactive Voice Response CRM 52