The Northridge Group

APRIL 8, 2024

Organizations (I use this term instead of “companies” because the technology is pervasive, spans commercial, healthcare, government, nonprofit, legal, finance etc.) Let’s break it down. are simply looking for efficiencies. Improve outcomes, get to resolution faster, do more with less and save capital. Full stop.

Technology 131

Technology Finance Government Healthcare 131

Cincom

FEBRUARY 21, 2025

This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. 6- Seamless Collaboration Across Teams CPQ software integrates with finance, operations, and supply chain systems, ensuring that quotes are not just competitive but also profitable and feasible.

Sales 40

Sales Gamification Finance Best practices 40

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. Alice Heiman.

Sales 133

Sales Consulting Consulting Coaching 133

360Connext

AUGUST 14, 2017

Create template for “problem order” emails from account reps. This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Tell Me More.

Real estate 77

Real estate Construction Automotive Coaching 77

ChurnZero

NOVEMBER 22, 2021

Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. After reading this article, you’ll walk away with the budgeting strategies and models needed to have more productive conversations with your Finance team about headcount; no begging required.

Benchmark 98

Benchmark Finance Best practices Sales 98

BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. One percent of one percent… at best. These efforts weren’t useless – they were, as noted, the standard.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Why is that?

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. While finance and the functional expertise helped me in having a financial stability and gave a churn to my brain, I realized that I wanted to work on all those experiences that made me happy.

B2C 65

B2C Finance Customer centricity B2B 65

Interactions

APRIL 14, 2021

Virtually every credit and collections conversation involves the gathering of personally identifiable information, including account ID, social security number, and payment information. Post-call summarization and analytics can describe the actions in the call and assess agent performance to identify opportunities for coaching.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

Skybridge

MAY 8, 2020

Before that, she spent seven years with dmg World Media where she served as Vice President of Finance for their Art and Antiques sector overseeing event management and publishing operations in the USA, England and France. She is a Certified Management Accountant (CMA) and earned her MBA from Capital University in Columbus, OH.

Finance 52

Finance Coaching Contact Center Accountability 52

Skybridge

MAY 8, 2020

Before that, she spent seven years with dmg World Media where she served as Vice President of Finance for their Art and Antiques sector overseeing event management and publishing operations in the USA, England and France. She is a Certified Management Accountant (CMA) and earned her MBA from Capital University in Columbus, OH.

Finance 52

Finance Coaching Contact Center Accountability 52

Skybridge

MAY 8, 2020

Before that, she spent seven years with dmg World Media where she served as Vice President of Finance for their Art and Antiques sector overseeing event management and publishing operations in the USA, England and France. She is a Certified Management Accountant (CMA) and earned her MBA from Capital University in Columbus, OH.

Finance 52

Finance Coaching Contact Center Accountability 52

Customer Guru

MARCH 22, 2018

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. While finance and the functional expertise helped me in having a financial stability and gave a churn to my brain, I realized that I wanted to work on all those experiences that made me happy.

B2C 63

B2C Finance Customer centricity B2B 63

ChurnZero

DECEMBER 18, 2020

I think there’s a very symbiotic relationship that can and should exist with the finance and Customer Success teams because both really need information from the other. Just by its very nature, the finance team really isn’t going to reach out unless there’s a problem to be solved. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

AWS Machine Learning

DECEMBER 21, 2023

Prerequisites For this post, make sure that you have set up an AWS account with appropriate resources and permissions. As per the 2022 NICE WEM Global Survey , 58% of call center agents say they benefit very little from company coaching sessions. For instructions, refer to Onboard to Amazon SageMaker Domain.

Contact Center 111

Contact Center Scripts Interactive Voice Response contact center solutions 111

NobelBiz

APRIL 30, 2024

This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Fonolo

MAY 12, 2020

I remember opening my account there; I remember my mother helping me get the loan for my first car there. As my grandmother got older I would help her with her finances, helping her get to the bank and do the things she needed to do. So we coached her and worked with her, and coached her some more, and she just kept at it.

Contact Center 81

Contact Center Management Banking Abandon rate 81

CX Journey

OCTOBER 19, 2016

haven't assigned owners to questions to ensure you know who's accountable for each feedback item. don't know where to start; you know you're supposed to listen but don't know where to go from there. haven't outlined clear objectives for your listening efforts. haven't asked questions in a way that they are actionable.

Metrics 73

Metrics Feedback Finance Government 73

Callminer

MARCH 6, 2020

The right candidate will offer a mature, authentic, and reflective account of what occurred. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Sue Andrews is the HR & Business Consultant at KIS Finance. Be wary of self-praising, ego-centric responses.

Management 207

Management Customer Service Consulting Consulting 207

ChurnZero

APRIL 27, 2021

million round of financing led by Grotech Ventures in 2017. Account expansion is often a more telling metric at this stage as those companies with high-growth potential will often see off-cycle expansion just a quarter or two into a new customer subscription – the proverbial land and expand. . ChurnZero raised a $2.5

SaaS 98

SaaS Metrics Sales Marketing 98

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. It happens because VCs are experts in financings and most entrepreneurs are not. Venture Deals: Be Smarter Than Your Lawyer and Venture Capitalist.

Engineering 36

Engineering Finance Marketing Sales 36

CSM Practice

SEPTEMBER 18, 2020

When they started, they only had ALL-IN-ONE customer success managers responsible for all of the adoption focus, making sure that customers were getting ROI, renewal of contracts, as well as expanding the account. Small portfolio with large accounts. Large portfolio with mid accounts. Renewals at Scale. Financial acumen.

Upselling 52

Upselling Finance Customer centricity Coaching 52

Amity

MAY 24, 2016

There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such). We hear you -- working in Customer Success is no small task.

SaaS 84

SaaS Engineering Finance Metrics 84

aircall

JUNE 7, 2021

Every account executive (AE) had to achieve a certain individual target that was based on the MRR goal to get their incentives. In creating the perfect sales compensation model, Aircall needed to align the commission plan for each account executive with the overall value that each deal brought to the company. .

Sales 62

Sales Finance Accountability Best practices 62

Outsource Consultants

FEBRUARY 22, 2025

This talent pool allows call centers to offer specialized services across various industries, from healthcare to finance. AI-powered quality assurance tools to analyze calls and coach agents. Cost-Effective Solutions Bangalore’s call centers offer significant cost savings without compromising on quality.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Integrity Solutions

JULY 25, 2023

There’s typically a lack of structure when it comes to learning (often a one-and-done) or ability to share institutional knowledge, mentor and coach people to reinforce and model the behaviors they want customers to see. Yet professional development and training in this area is often ignored or greatly lacking. of all U.S.

Banking 72

Banking Coaching Sales Employee engagement 72

ClearAction

APRIL 29, 2020

This executive will work closely with marketing communications, human resources, strategy, legal, finance, IT, quality and sales leaders to jointly embed and facilitate customer experience excellence ownership and alignment. Ongoing coaching by the VP-Customer Experience’s team is essential. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

JustCall

JANUARY 5, 2023

Businesses can use speech analytics for agent training and coaching, identifying any suspicious incidents in legal compliance domain, making your analysis richer, process enhancements, examining the competition and for sales training and development. Chorus is another enterprise participant in the speech analytics space. Conclusion.

Analytics 52

Analytics Coaching Call Center APIs 52

Callminer

MARCH 6, 2020

The right candidate will offer a mature, authentic, and reflective account of what occurred. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Sue Andrews is the HR & Business Consultant at KIS Finance. Be wary of self-praising, ego-centric responses.

Management 182

Management Customer Service Consulting Consulting 182

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Ongoing coaching and feedback mechanisms. Why are Call Centers Important? Check if the contact center provider offers the following.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

aircall

NOVEMBER 21, 2022

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. Now that we have visibility, we can also coach team members more effectively” ? Want to learn more?

CRM 62

CRM Wait times Consulting Consulting 62

Balto

JANUARY 30, 2025

Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. One reviewer noted, Balto has completely transformed how we coach our agents, saving us countless hours every week.

call center software 52

call center software Call Center Multichannel Coaching 52

aircall

FEBRUARY 26, 2021

The types of duties that a financial services call center agent does depends on the type of financial industry they work in – for example, in a bank, finance company, insurance company, lending institution, or investment firm. Utilizing call whispering to coach sales reps while on calls, without being heard by customers. .

Sales 62

Sales call center software Banking Call Center 62

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department creates competition for access to clients with the operating departments – account management, customer service/success, etc. — already charged and accountable for customer deliverables and outcomes. A permanent autonomous CX department is a high-profile reduction target when finances tighten.

Education 52

Education Finance Accountability Coaching 52

Interactions

APRIL 14, 2021

Virtually every credit and collections conversation involves the gathering of personally identifiable information, including account ID, social security number, and payment information. Post-call summarization and analytics can describe the actions in the call and assess agent performance to identify opportunities for coaching.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

NobelBiz

APRIL 3, 2023

Some industries, such as healthcare and finance, have strict regulatory requirements that call centers must adhere to. Customer satisfaction is calculated in percentage terms by taking into account the number of consumers retained by a business at the completion of a given period.

Quality management 52

Quality management Call Center Management Calibration 52