Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. When call tracking software and a CRM merge, the sales team will have access to live customer insights which will allow them to follow up on leads quickly and efficiently. Mihai Corbuleac. csITsupport. Stacy Caprio. Stacy4Startups.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. As we’ve expanded to new countries in Europe, North America and Australasia, we’ve been able to add new country telephone numbers, and new consultants in minutes.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales. of sales reps made their quota. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.'

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

CX Global Media

JULY 12, 2019

Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales. Joe heads Coca-Cola’s 300+ person Inside Sales and Service team and serves as Site Manager. EXPERT SESSION – Unleashing Agent Retention.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Outsource Consultants

MAY 8, 2024

Fast forward to… 2013: The Inter-American Development Bank recognized Colombia’s potential, calling it a “hidden jewel” for outsourcing in Latin America. But at Outsource Consultants, we believe a “top 10” list might not be the most effective approach. That’s where Outsource Consultants come in.

outsourcing 67

outsourcing Call Center Education Consulting 67

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: “Nanorep accurately replies to our customer inquiries, from pre-sale questions about products and policies to order tracking and shipments.

Contact Center 116

Contact Center Technology Self service Call Center 116

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we’ve seen firsthand how Philippine call centers have transformed CX strategies for companies across various industries. In 2013, BPO revenue rose to $15.5 Additionally, Filipino agents’ product expertise and upselling abilities contributed to a 15% boost in sales.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Todd Olson, Pendo.io

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

CSM Magazine

MAY 14, 2024

Founded in 2013, CommBox is a customer service and engagement platform built with Generative AI and Automation at its core, helping brands dramatically lower CX costs. Partners can expect tailored onboarding and support, technical training, marketing and sales assistance, and event and campaign exposure.

Marketing 52

Marketing Consulting Consulting Technology 52

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m And they should think big: don’t let them relegate the goals to post-sales or pre-sales. I’m adding my views to Carolyn’s, to emphasize the best practices that she described.).

Customer Experience 66

Customer Experience Government Engineering Finance 66

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership. His career kicked off with a campus hiring event out west, where he landed a job at RBC. About CSPN.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s case, its core customers appreciated getting good deals through discount sales.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Vonage

JULY 7, 2017

For example, the retail touchscreens from IQMetrix can be used as a tool by a human salesperson, allowing them to share the “endless aisle” with customers (items that may not be on the shelf of a store but are, in fact, available for sale). Millennials aren’t always comfortable talking with sales staff. That’s so 2013.

Customer Experience 71

Customer Experience Scripts Consulting Consulting 71

NobelBiz

MAY 25, 2023

Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform. In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. Since then, the CDP market has grown rapidly.

call center software 98

call center software Call Center APIs Contact Center 98

C3Centricity

MAY 1, 2021

However, product segmentations are useful for operations, sales and retail. This analysis was first developed in the 70’s by the Boston Consulting Group. This post is regularly updated from the original version first published on C3Centricity in 2013. Contact us here or check out our training offers here. .

Customer centricity 97

Customer centricity Marketing Best practices Consulting 97

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Comm100

AUGUST 24, 2016

It’s important that customer service representatives understand the full sales life cycle and how clients interact with it. Educate your service team on the original sales experience so that they’re better equipped to handle a wide variety of situations. You have an aggressively sales-obsessed customer care strategy.

Customer Service 71

Customer Service Customer Care Scripts Sales 71

CSM Magazine

OCTOBER 15, 2018

Carlos Muñoz is Teleopti’s Director of Sales Engineers for the Americas. Since joining Teleopti in 2013, Carlos has leveraged his know-how to help scores of some of the most well-known and successful companies in the world with WFM solution deployments and consulting engagements.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Jon Arnold

MAY 30, 2017

I was promoted to manage the national sales engineering team. This group provided our sales group both sales and technical support through high level presentations, complex configurations, responding to RFP’s, etc. I was also overseeing the Consultant Program. It was truly revolutionary for the time.

Consulting 45

Consulting Consulting Engineering Sales 45

Nicereply

DECEMBER 22, 2020

US consumers spent three trillion US dollars in the retail industry over the 2013 holiday season, and online retail sales are predicted to rise 21% higher in 2018 compared to 2017. For example, customers may be particularly unhappy with retail in a given year, but very happy with the consultancy industry.

Wait times 59

Wait times Morale Consulting Consulting 59

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. And that starts with the hand-off process between sales and customer success.

Coaching 0

Coaching Upselling Engineering Marketing 0

Taylor Reach Group

MARCH 26, 2018

Conference co-chairs Paul Greenberg, Brent Leary, and the editors of CRM magazine are working together again to bring you some of the best CRM analysts and consultants, project leaders, and vendors in the industry. You'll have the opportunity to hear from the brightest and most influential people in the CRM industry. This is it. The big one.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Answer Dash

JANUARY 9, 2019

According to David Clarke , Global CXO, Experience Consulting & Digital Consumer Markets Leader at PwC, it takes transcendence for some companies to truly pivot. The purchase of The Washington Post in 2013 for $250 million and Whole Foods for $13.7 However, it’s often not just the framework of the company that needs to transform.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

Infinity

OCTOBER 20, 2019

To compound the importance of personalisation, Boston Consulting's experience states that brands who create personalised experiences are seeing increased yearly revenue 4. Agents can see which types of holidays have been browsed before the customer picked up the phone and then tailor their sales message appropriately.

Chatbots 40

Chatbots Consulting Consulting Banking 40

CSM Magazine

JUNE 12, 2020

With global online retail sales expected to exceed $6 trillion dollars by 2023 9 , companies like Ace Hardware, Amazon, Wal-Mart, and Home Depot are leveraging e-commerce capabilities to add speed and new delivery options for consumers. Edward (2013). E-commerce. Gainsville, Florida, Gleim Publications. Freeman, R. Stakeholder Theory.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Your goals should not be limited to making sales quickly.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Blair Pleasant , analyst and consultant about Unified Communications. Wade Wiant , Vice President of Sales and Channels at Mediu. For now, the consumer market is all about driving sales, either online or in-store.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership. Handpicked related content: 7 Things Great Call Center Managers Do Every Day. Learn more at ADP.com.

Customer Service 67

Customer Service Metrics Call Center Banking 67

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. As simple as this strategy is, it’s proven to be so effective that Ring’s online sales in the United States increased by 180% in December 2020. Five years later, Amazon acquired it for $1.1

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. After 10 years of corporate experience, sufficient apprenticeship under the auspices the CXPA, and with a CCXP certification in-hand, I started my own consulting practice in 2014.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

C Space

JULY 2, 2020

But the team has dug in its heels, with owner Dan Snyder saying in 2013 he would “never change the name.” General Mills, which produces brands such as Pillsbury, Cheerios and Annie’s , reported that net sales spiked 21% to reach $5 billion for the fiscal quarter ending May 31. billion throughout the same time period.

Airlines 52

Airlines Advertising Automotive Multichannel 52

Natalie Petouhof

MARCH 6, 2017

He is perhaps best known for the 2013 critically acclaimed box office smash “Lee Daniels’ The Butler,” in addition to his 2009 feature “Precious: Based on the Novel by Sapphire,” which was nominated for six Academy Awards including best motion picture of the year and best achievement in directing. 1-selling Greek yogurt brand in the U.S.

Finance 40

Finance Advertising Engineering Entertainment 40

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. This was back in 2013. Maybe you invite them to more training or offer a consultation.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. This was back in 2013. Maybe you invite them to more training or offer a consultation.

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. And so I think that the sales team should be held accountable when we’re seeing this kind of issue. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice.

Management 52

Management Upselling Accountability Chief Customer Officer 52