Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Callminer

FEBRUARY 21, 2018

When call tracking software and a CRM merge, the sales team will have access to live customer insights which will allow them to follow up on leads quickly and efficiently. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff. Stacy Caprio. Stacy4Startups.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethical Sales Practices and Your Brand Promise.

Sales 52

Sales Morale Coaching Surveys 52

Steve DiGioia

JULY 31, 2017

Forbes magazine contributor Carmine Gallo explained, “Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.” Menlo Coaching suggests it manifests in the decision to tell bad news some of the time. Listen Customers rarely come before their need is urgent.

Coaching 100

Coaching Sales Customer Experience 100

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

CSM Magazine

DECEMBER 3, 2024

Zendesk Sell: Align Support with Sales Customer support and sales often work in silos, but Zendesk Sell breaks those barriers. It integrates sales data directly into Zendesk, giving agents a 360-degree view of customer interactions. This app is invaluable for maintaining high-quality customer support and nurturing agent growth.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. He has worked with and coached senior managers at leading brands in North America. John Formica Follow @JohnFormica. Kristina Evey Follow @KristinaEvey. Nienke Bloem Follow @NienkeBloem.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. An author and a frequent international speaker on customer service, contact centers, cx, operational transformation, CRM, sales, and team building.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

Toister Performance Solutions

MARCH 22, 2018

How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix.

Coaching 55

Coaching Call Center Sales Management 55

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Quality Contact Solutions

DECEMBER 16, 2020

In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. In many cases, I would refer to this as “asking for the sale”; however, depending on the script’s objective, perhaps that isn’t the same call to action.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

GetFeedback

NOVEMBER 23, 2019

Benioff used the example of a Newsweek magazine cover titled, “ Can You Trust Your Toaster? ” . The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc. This theme of together was coupled with the concept of trust.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

CSM Magazine

JULY 19, 2024

The new tool unites key features including call coaching, smart follow-ups, and action plans to create personalized conversations with leads. Magazine’s Best Places to Work list. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before. The objective?

Personalization 52

Personalization Coaching Marketing Sales 52

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

NOVEMBER 29, 2024

The Bottom Line Giving people the option to attend meetings with audio only isn’t just a courtesy; it’s an essential practice in creating a more productive, inclusive, and flexible workplace.

Morale 52

Morale Coaching Personalization Sales 52

Mindtouch

APRIL 17, 2017

Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. David Mihala , Oracle, HCM Sales Director Italy/Spain/Portugal & HCM Alliance & Channel South Europe Team leader, @dmihala, LinkedIn. Andy Mowat , Box, Sr.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. The Sales team would do hour-long demos with our customers to get them up to speed.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

Calltools

JUNE 19, 2019

Anyone responsible for hiring inside sales reps has one goal: hiring people who perform well. For example, you need a particular set of skills to run a call center tasked with quick sales. If you’re starting a sales team from scratch , reviewing the traits listed below will help you clarify your requirements.

Sales 40

Sales B2C Consulting Consulting 40

Cincom

MARCH 6, 2020

Managed Service Providers (MSPs) can exploit classical management tools such as the Pareto Principle to boost sales and profitability. Perhaps the single biggest difference between sales and marketing, today versus 20 years ago, is the vast amount of data that managers have at their disposal. Sales Candidate Selection.

Management 66

Management CRM Sales Metrics 66

Fonolo

JANUARY 14, 2020

He’s been featured in The Economist, Computerworld, BizTech Magazine, alongside many others, where he focuses on exploring the connection between customer services and technology. He was also the winner of HDI’s Lifetime Achievement Award . Top Pick: The one-sentence business case for customer experience. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. Naturally, everyone wants to have low churn rates and high sales figures, but that’s hard to accomplish sometimes. Reducing churn by just 5% can increase profits by as much as 25-125%.

Sales 52

Sales Big data B2B Metrics 52

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

CSM Magazine

MAY 26, 2021

The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales. No call back on Wednesday, so I sent the company a message via Facebook Messenger, no response back.

Service level 111

Service level Customer Service Coaching Sales 111

Callminer

MARCH 6, 2020

promotional products distributor located in Chicago, IL, which was recently ranked by Print+Promo Magazine as the 13th largest distributor of promotional products in the US. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Zakiyah Toor is a Freelance Writer.

Management 207

Management Customer Service Consulting Consulting 207

RapportBoost

DECEMBER 2, 2018

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category. is the leading chat analytics platform brands use to boost sales and engage customers. RapportBoost.AI

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

CallSource Insights

DECEMBER 12, 2019

An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. Many dealerships that have a BDC start by having it for their sales department, but these dealerships can find much success by also incorporating a service BDC. A BDC doesn’t have the word “center” in its name for nothing.

Automotive 52

Automotive Coaching Best practices CRM 52

CSM Magazine

JULY 3, 2017

Performance management software (PMS) is a system designed to track the immense amount of data attached to the sales and customer service processes. It then analyzes this data in order to transform it into the kind of insights that can improve sales and customer service, both collectively and for every individual employee.

Customer Service 44

Customer Service Coaching Gamification Sales 44

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. YT: And if I think about all the great Sales folks that I’ve worked in the past, nice is a word I would use to describe all of them. I describe all of them as nice.

Marketing 52

Marketing Sales Customer centricity Coaching 52

Callminer

MARCH 6, 2020

promotional products distributor located in Chicago, IL, which was recently ranked by Print+Promo Magazine as the 13th largest distributor of promotional products in the US. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Zakiyah Toor is a Freelance Writer.

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

FEBRUARY 18, 2020

Some recent research by Customer Experience Magazine indicated that 80 percent of Brits are having to contact call centres during their working hours. For example, car manufacturers could energise their pre-sales efforts by empowering existing customers to convince prospects to sign up for a test ride.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

CSM Magazine

MAY 27, 2016

This takes a healthy investment of time, money, training, coaching and recognition. We know from our research that if a company creates a high performance atmosphere and continually coaches and trains their employees, this level of committed service is achievable. There are no sales clerks that don’t care in an Apple store.

Customer Service 72

Customer Service Advertising Coaching Sales 72