Sykes

MARCH 5, 2020

Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality. As recently as 2016, SYKES realized that women made up only about 14% of all tech accounts. International Women’s Day. “An

Education 90

Education Coaching Accountability Technology 90

Kayako

APRIL 12, 2022

Texas Tech University is a top institution focused on advancing higher education, research, and health care. The situation reflected poorly on their brand as a top higher education institution. . Staff was trying to manage support requests using a shared Outlook account. Jordan McNamara, Community Manager, Envato.

Customer Service 118

Customer Service Self service Education Technical Support 118

Talkdesk

APRIL 14, 2016

The Sales Effectiveness track at TOPO Sales Summit 2016 explored the plays and tactics that contribute to the effectiveness of the world’s top sales teams. Review all prior account history to gain context and perspective. Messaging should include buyer-specific content designed to educate the prospect over the course of campaign.

Sales 40

Sales Outbound sales Best practices call center software 40

Wowdesk Blog

DECEMBER 1, 2019

All business need to handle complaints of some type, certain industries—like healthcare, government, education, financial services, and retail—additionally have to bear in mind how failing to resolve a customer complaint may hurt the business reputation or imply regulatory compliance issue.

Management 72

Management Government Healthcare Banking 72

CrazyCall

APRIL 9, 2019

Then in 2016 she became one of the Top 50 Marketing Thought Leaders and joined the ranks of Inc. Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. In 2016, The Bridge Group expanded their offer with Account Based Revenue services.

Sales 133

Sales Consulting Consulting Coaching 133

ProProfs Blog

OCTOBER 31, 2018

educational and entertaining emails, asking for feedback, curated content). Managing social accounts these days go beyond knowing the right image size for your profile and cover photos. If your customer relationship management process do not take online queries and complaints into account, you’re missing out on a great opportunity.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Sykes

MARCH 5, 2020

Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality. As recently as 2016, SYKES realized that women made up only about 14% of all tech accounts. International Women’s Day. “An

Education 52

Education Coaching Accountability Technology 52

Amity

JUNE 28, 2016

Now that we’re halfway through 2016, we can check in on how accurate some of those 2015 predictions were, and how those trends are impacting Customer Success. Back in February, HubSpot shared this infographic , highlighting data-driven decisions as a trend to watch in 2016. Driven by data. Outbound Returns.

B2B 51

B2B Outbound sales Accountability SaaS 51

Fonolo

JANUARY 16, 2018

According to DMG cloud-based contact centers accounted for only 11.4% of total seats in 2016, so we still have a long way to go. Cisco flirted with the top spot in Q4 of 2015, and then took a solid lead starting in Q4 of 2016. Cisco vs. Avaya. Avaya held the title of largest contact center market share for a long time.

Call Center 67

Call Center Contact Center Airlines APIs 67

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Using Workplace by Facebook as their corporate communication platform, their support team will post a status update in a group that marketing can leverage to create content aimed at educating and helping more customers at scale.

Marketing 109

Marketing SaaS Sales Surveys 109

Nicereply

JUNE 18, 2020

Baremetrics also automates a follow-up email to canceled accounts. In 2016 we attended SupCon f in New York City and were able to meet with several of our customers while learning more about our industry. — Viktor Magic (@viktormagic) November 16, 2016. Tyler Wanlass (@twanlass) November 18, 2016.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ijgolding

JANUARY 15, 2016

Never before had there been a global body to represent people like me – a group of experienced specialists whose major interest is to continually develop their specialism and educating the business world as to the benefits CX Professionals can bring to the party. Organisational Adoption and Accountability. that is right….professional

Customer Experience 56

Customer Experience Customer centricity Government Education 56

Amity

OCTOBER 12, 2016

you want to deliver value and education to help them make informed decisions. When it comes to your first clients, you need to do whatever it takes to get your accounts live. In this article, Nora Landis-Shack gives concrete strategies to make sure your emails deliver value and never sound irritating. First impressions are everything.

SaaS 64

SaaS Upselling Metrics Education 64

CSM Magazine

NOVEMBER 9, 2020

“In 2016 I was doing my apprenticeship in admin which involved a mix of study and working at a learning centre. I still use Alison.com and have completed courses in a variety of subjects including: touch-typing, project management and accountancy. However, I always wanted to work in customer service.

Education 52

Education Accountability Customer Service Management 52

Revation Systems

OCTOBER 16, 2017

increased by 40 percent between 2015 and 2016. million (August 2016). New York-based Newkirk Products announced mid-2016 that more than 3.46 million (August 2016). million of its patients , becoming the single largest healthcare data breach of 2016. Department of Health and Human Services Office for Civil Rights.

Healthcare 48

Healthcare Best practices Education Accountability 48

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Labor Market Describe your primary labor market including post-secondary education rates and unemployment rates. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

SharpenCX

JUNE 23, 2020

Millennials account for more than half of all employees in the U.S., It’s projected the total labor force will increase by nearly 7% from 2016 to 2026. Read Now: How to Educate your Skeptical Customer Service Reps on New Digital Transformation Processes for a Better Experience. But there’s another trend at play.

Management 76

Management Call Center Coaching Contact Center 76

LiveChat

NOVEMBER 27, 2018

If you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016 to reach its peak in September 2017. None of our live chat agents had previous experience with chatbots, so it was a challenge for support leaders to introduce it in a fun, educational way.

Chatbots 71

Chatbots Customer Service Education Accountability 71

aircall

MAY 18, 2022

This ensures diverse representation and equitable, inclusive, and accountable practices are at the core of how we operate. . HC: In 2016, I attended an executive panel discussion where CEOs shared their views on the importance of DE&I in the workplace. EG: What inspired you to work in the DE&I space? .

Education 62

Education Employee engagement Accountability Management 62

NICE inContact

DECEMBER 14, 2016

Obvious things to take into account are your fiscal year and budgetary process, your business seasonality, and major agent vacation times. A 2016 study indicated that the majority of contact center agents have 5 or more years of experience and plan to stay for the long-haul. Engage Key Players Early To Become Change Champions.

Contact Center 55

Contact Center Technology Management contact center solutions 55

JustCall

AUGUST 31, 2022

Bloomington had a census population of just over 84,000 people in 2016, with a thriving commercial and academic community. In addition to this, the construction of various locations throughout Bloomington has increased the city’s focus on education and health care. Access your account. Brief History of the Area Code 812.

voip 52

voip Healthcare Construction Education 52

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. Educating customers in-product and with actionable content is important as customers become more sophisticated.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

JustCall

AUGUST 22, 2022

In light of these, probably the greatest ventures in the city are advanced education, medical coverage, medical services, assembling, innovation, and horticulture. In 2016, Madison, Wisconsin, was positioned at number 5 on the Forbes rundown of “Best U.S. When your account has been created, sign in with your details.

voip 52

voip Government Telecommunications Education 52

Amity

FEBRUARY 9, 2016

” This should involve coordination across the enterprise, on both an individual account level and a systemic level. With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

SaaS 60

SaaS Customer retention Education Best practices 60

VHT

OCTOBER 18, 2018

Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. They can also access customer history, account information and product lists to personalize service or offer upsells.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Avaya

AUGUST 31, 2016

The 2016 Rio Olympics may be over, but the excitement is still palpable. On the other hand, financial organizations need to securely deliver anywhere/anytime/any-device account access to customers while ensuring fraud prevention. Think about it: U.S. All of this needs to be done while remaining compliant with industry regulations.

Surveys 47

Surveys Healthcare Analytics Education 47

Stratifyd

APRIL 8, 2019

Since she had spent her entire life in China, she wanted to continue her education and experience life in another country. “My because of its reputation for higher education,” Hu said. It's a super cool account that produces fashion trend reports, outfit guides, and shopping bucket lists. I knew that I wanted to come to the U.S.

Finance 40

Finance Education APIs Engineering 40

JustCall

JUNE 26, 2020

9 out of 10 global consumers want to text with businesses, but only 48% of businesses are equipped with SMS, s tatistics as reported by Global mobile messaging report 2016. In education - SMS is automated in response to a trigger. See How SMS Bots Revolutionize Education Industry. SMS Support Features For Business.

Real estate 52

Real estate Education Sales Feedback 52

aircall

OCTOBER 25, 2018

That figure was up from 33% in 2016 and 26% in 2015. In other words, it is content designed to educate prospects on exactly how the product or service will deliver the value they expect. CSO Insights found that in 2017, nearly 60% of sales leaders had a dedicated sales enablement function. No fluff, get down to the nitty-gritty.

Sales 75

Sales B2B Outbound sales SaaS 75

Education Services Group

OCTOBER 21, 2021

In PwC’s latest annual CEO survey , 36% of CEOs said they are focusing more on productivity through automation and technology – up 124% compared to 2016. The programs and processes a CS CoE develops then become the guidelines for all service delivery and customer-facing teams.

Best practices 52

Best practices Metrics Analytics Enterprise 52

Fonolo

FEBRUARY 13, 2019

Having to restate account information already given.” Within contact center products sold, cloud-based products accounted for 23.3% of in 2016; 26.4% As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. Repetitive announcements.”

Contact Center 57

Contact Center Call Center APIs outsourcing 57

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Without this capability, you’ll find yourself duplicating effort and wasting time on administrative tasks such as switching between tools to log notes and keep accounts up-to-date. Laura Hinojosa, Account Executive at Subsync.

CRM 62

CRM Wait times Consulting Consulting 62

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The value that the CXPA offers resides in both education and networking. Organizational Adoption and Accountability Without commitment from the entire organization, a customer experience transformation is not possible. Customers evolve.

Customer Experience 40

Customer Experience Journey mapping Customer centricity Metrics 40

LiveChat

OCTOBER 31, 2019

You can set up educational opportunities and over the course of several emails, share more and more details on how best to use your product or service. Additionally, welcome programs can also ask new customers to sign up for a newsletter or create an account. What was remarkable in 2016 is now only average.

Chatbots 57

Chatbots Wait times Call Center Sales 57

Noble Systems

MAY 18, 2017

Do you look like an Archie Bunker show of the 1970’s or Modern Family 2016? Aside from this, finance department’s can work out creative ways to provide options to earn extra money, which can include performance based incentives, education allowance etc. innovative. Promote innovation and diversity.

Call Center 40

Call Center Finance Education Technology 40

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. So, how will the bank branch be impacted?

Banking 40

Banking Multichannel Customer advocacy Upselling 40

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. What are my top 20 (or top 10) accounts where I as a leader should be focusing my time? What clients have been silent recently?

Metrics 40

Metrics Airlines SaaS Education 40