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

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

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

MARCH 13, 2017

Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

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

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. We’ve discussed how WFM software improves raw scheduling accuracy, using historical data, customer trends, and forecasting models to optimize the workday.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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

If we’re committed to it, we’ll never be done making the customer experience better. Variables like technology, trends, and customer interests make customer experience improvement a complex and evolving challenge. But if we can build strong relationships with our customers, they’ll give us time to solve that challenge.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

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. Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 174

Customer Service Customer retention SaaS Best practices 174

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

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. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

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. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

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

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

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. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

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 178

Customer Service Contact Center Customer centricity Banking 178

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1.

Best practices 72

Best practices Personalization Customer retention Enterprise 72

ProProfs Blog

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. In the next section, let’s understand some employee experience best practices. Source: HR Trend Institute. Source: HR Exchange Network. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Customer health scoring .

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

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. Segmentation should be your first step when organizing your customers into groups. Blog Author: Alex Weihmann.

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

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

NICE inContact

OCTOBER 10, 2019

Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Let’s look more closely at the link between customer experience and customer retention. The key is knowing more about your customers.

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

Kayako

APRIL 1, 2022

Customer attrition risk is real, as over half (54%) of US consumers say that most companies need to improve their customer service. The good news is that this gap represents a significant opportunity for improvements to achieve a good customer experience that will boost eCommerce sales. billion in sales by 2024.

Sales 90

Sales Upselling Personalization Chatbots 90

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.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 126

Best practices Customer retention Upselling SaaS 126

CSM Magazine

JANUARY 9, 2025

Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues. It is a critical element in building trust, ensuring customer retention, and enhancing user satisfaction.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

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. Thank you, Replicant, for this honor!

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

CSM Magazine

MARCH 20, 2025

Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Keep in mind peak hours and seasonal trends. Best practices for handling different customer scenarios.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

Totango

JUNE 26, 2020

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. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98