Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). Raising an NPS isn’t easy. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

aircall

DECEMBER 16, 2022

Coach your team in real-time . Having features that let you coach and train your team discreetly empowers you to support team members in real-time and curate the best possible experience for your customers. The stronger the training, the stronger the team. . What makes Aircall a great alternative to Justcall? .

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. In 2014, I decided that I wanted to be in another function. Shekhar Kulkarni. Mr. Kulkarni has been working with Saint Gobain group for the past 13 years. In the process, if someone feels happy, there is nothing like it.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. In 2014, I decided that I wanted to be in another function. Shekhar Kulkarni. Mr. Kulkarni has been working with Saint Gobain group for the past 13 years. In the process, if someone feels happy, there is nothing like it.

B2C 63

B2C Finance Customer centricity B2B 63

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. They manage different types of customers and focus on the proactive “coaching” activities.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JULY 8, 2016

Since its release in 2014, Slack has become a force to be reckoned with. Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” Offices around the world (including ours!)

call center software 40

call center software Morale Call Center Coaching 40

ChurnZero

MARCH 6, 2020

With millennials’ growing notoriety as job-hoppers , its critical that companies figure out how to retain today’s largest employee base, which accounts for 35% of the global workforce. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . For a high-earner, this cost can amount to 2x their annual salary.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” When supervisors receive little formal leadership training, and are never evaluated on metrics like the engagement levels of their team and the quality of the coaching that is done, it is easy to see why agents get frustrated.

Calibration 40

Calibration Contact Center Surveys Advertising 40

Comm100

OCTOBER 11, 2017

Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. What account-specific info can be given online? Get Faster, More Convenient Support to Customers. Set Up the System.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

CustomerSuccessBox

JUNE 8, 2022

But if your solution has been fully embedded in critical processes, and you had the relationship is deepened and the breadth of relationship that you needed, most likely you would have champions within your customer’s account already a champion for you. I think there should be some accountable ability across multiple functions.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Comm100

MAY 1, 2018

million have Snapchat accounts. However, they fail to account for many of the individual experiences that shape us as humans. A 2014 study by the ASTD Workforce Development Community with Joseph Grenny and David Maxfield found that each generation had one or more problems with at least one other generation. within their fields.

Management 56

Management Education Surveys Government 56

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. Well, because that impacts accounting, and we were going to make their lives difficult. Robyn Petree-Guzman. I had moved to the Midwest with cold winters for a job. And after three cold winters, I decided I need to move back to Texas where I belong. Robyn Petree-Guzman.

Coaching 59

Coaching Engineering Personalization Feedback 59

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

SmartKarrot

JANUARY 28, 2022

It was transformed into the #GiveFirst hashtag at Techstars around 2014. . High-level service, intimate conversations, reaching out to accounts of interest can help improve and enhance customer loyalty. With a Give First attitude, you can coach your customers to use your products in the best manner. Final Words.

Management 10

Management Brand ambassadors SaaS Engineering 10

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2014. Self Service as a Consumer Preference.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years.

Sales 129

Sales SaaS CRM B2B 129

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Nicereply

MARCH 14, 2023

A book about leadership skills The Culture Map By Erin Meyer Published: 2014 Length: 290 pages The Culture Map should be an indispensable book on your shelf if you lead multicultural teams or have customers from different backgrounds (and that’s pretty much all of us). People are messy.” You’ve become the bad person in this scene.

Management 98

Management Call Center Entertainment Metrics 98