Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Comm100

DECEMBER 16, 2024

By integrating AI-driven solutions into service workflows, businesses can streamline processes, optimize resource allocation, and deliver consistent, data-backed experiences that impact both customer retention and the bottom line. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills. Ultimately, it boils down to providing customers with outstanding real-time service.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Interaction Metrics

FEBRUARY 20, 2025

A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships. Provide workshops and targeted coaching based on NPS insights. Retention rate: A high NPS should ideally reflect strong customer retention.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. Advanced Monitoring Tools: Equipping supervisors with advanced monitoring tools that offer real-time analytics and insights enhances their ability to monitor and respond to customer interactions effectively.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Investing in quality management and assurance enables you to deliver seamless customer service, as well as keep customer churn rates at a minimum.

Quality management 52

Quality management Call Center Management Contact Center 52

ClientSuccess

JUNE 11, 2019

May be required to deliver training sessions and workshops. Customer Service – Role requires a customer support mentality. The focus is on servicing the customer with specific requests and providing in-person or telephone support. The primary focus is on product adoption and utilization of software.

Upselling 40

Upselling Coaching Customer retention Metrics 40

TLC Associates

JUNE 20, 2019

Seasonal agents might not have received proper training to resolve issues or ongoing coaching to improve their skills. Santa needs elves in the workshop and your business needs agents to keep handle times low and satisfaction high. Want the best results from your retail customer service? Overcoming Workforce Shortages.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SmartKarrot

MARCH 3, 2022

Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. Keep customers informed of process and procedural changes. Maintain customer satisfaction and loyalty.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

SmartKarrot

OCTOBER 7, 2021

Apply here: [link] Role: Customer Success Director Location: Remote, San Francisco, CA, US Organization: MURAL As a Customer Success Director, you will manage a team of CSMs and ensure they are driving adoption and growth within their portfolio of accounts. Co-ordinating implementation and Support hand-over for customers.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries. Jeanne Bliss. Nils Vinje.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

MAY 10, 2021

Ensure customer retention by working with the customer to understand, measure, and consistently deliver high ROI. Driving the customer’s business transformation and operational excellence. Work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals.

Best practices 10

Best practices Enterprise B2B Coaching 10

SmartKarrot

JULY 27, 2020

Interestingly, this provides a one-on-one coaching program for customer success executives. One of the most helpful customer success resources you can follow. Cisco Customer Success Manager (DTCSM) by CISCO – This certification offers a solid framework to the takers. Here is a list of top 10 customer success podcasts.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

ChurnZero

OCTOBER 30, 2023

Stories may trigger a hormonal response in the brain that author and coach David JP Phillips called an Angels Cocktail in a talk for TEDx Stockholm. Indeed, that was the key message behind a presentation by Keishla Ceaser-Jones and Stephanie Workman-Bolden at BIG RYG , the Customer Success Leadership Conference.

Customer retention 52

Customer retention Accountability Surveys SaaS 52