Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Totango

OCTOBER 25, 2022

Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

PeopleMetrics

MAY 30, 2015

I’m reminded of three (somewhat related) things: The fascinating Temple Grandin , who revolutionized the cattle industry by being able to approach livestock practices from the perspective of cattle. Objectified , a documentary by Gary Hustwit, detailing the processes of industrial design.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Finally, he presents the concept of “customer Service as an Experience.” It’s if the customer comes back.

Customer Service 182

Customer Service Customer retention SaaS Best practices 182

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Use CRM integrations to access customer history instantly.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Best Practices for Onboarding New Tenants to the ISP Network Flawless tenant onboarding is critical for an ISP’s success.

Best practices 98

Best practices Feedback Education Self service 98

Outsource Consultants

JANUARY 16, 2025

It’s not just about monitoring calls; it’s about continuously improving every customer interaction. This guide will walk you through the essential steps to create and maintain a top-notch QA program that aligns with your business goals and exceeds customer expectations.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. Knowing this, it is critical that you plan your self-service options well.

Self service 402

Self service Best practices Customer Experience Call Center 402

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jeff is truly obsessed with customer service. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeleDirect

DECEMBER 24, 2024

In this comprehensive guide, we’ll explore why outsourcing customer support is a smart strategy for businesses of all sizes, highlighting its benefits, applications, and best practices. These technologies enhance efficiency, improve response times, and provide valuable insights into customer behavior.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Reducing response times can be achieved by: Using call routing systems to direct customers to the right department. Fast responses improve customer retention rates and brand reputation.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. If you still have some questions, talk to the customer success team of the company you are considering.

Customer Service 203

Customer Service Best practices Surveys Feedback 203

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1. This helps agents respond faster and with confidence.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. According to the Cvent report , highly engaged employees can increase the average customer retention rate by 18%. Make a thorough research on the competitive salaries your industry is offering. Source: Prolific Living Inc.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

CCNG

JANUARY 11, 2023

During this uncertain time, you might also be lulled into thinking that your customer service or support center is the best place to trim spending. As someone who has been in this industry on and off for 30+ years, that would be a mistake.

Customer Service 195

Customer Service CCNG Education Self service 195

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Ensure they provide real-time reporting and analytics to track customer interactions.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. These costs will vary by industry.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. How to best segment your customers comes down to your product and usage characteristics.

Best practices 72

Best practices Upselling Accountability SaaS 72

OctopusTech

JULY 21, 2023

Successful companies out there leverage this important information to boost customer retention and conversion rates. By coming up with a solid customer data management strategy, one can collect, organize, and analyze all the information using customer database management software.

Best practices 62

Best practices Management Upselling Sales 62

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. What Customer Success Can Do.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. A growing industry full of fresh talent. Customer Success is growing, which is no surprise.

Metrics 98

Metrics Benchmark CRM Technology 98

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 188

Customer Service Contact Center Customer centricity Banking 188

customer sure

JANUARY 20, 2025

But a general purpose tool doesnt entirely solve the problem because works still needed to train it to understand your industry sector, and expertise is required to sense check the results. Ideally youll use a Voice of the Customer platform with integrated AI features which removes the additional work. Thats simply not true.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? Of course, the task is far from easy but with the right tools and best practices, it is achievable.

Best practices 52

Best practices Customer Support voip Coaching 52

ShepHyken

FEBRUARY 25, 2024

How Customer Experience Drives Business Growth by Impact Networking (Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line. Louis Magazine (St.

Customer Service 175

Customer Service Customer advocacy Average Handle Time Customer centricity 175

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” But retaining customers is not as easy and simple as it sounds! You would be surprised to know the sheer number of companies across industries struggling to retain customers.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Calls that are too short may not fully resolve issues, leading to repeat interactions that harm FCR and customer satisfaction.

Best practices 52

Best practices Call Center Metrics Management 52