Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. Along with customer service, they also write a lot about marketing, sales, and business logistics. White papers.

Customer Service 82

Customer Service Coaching Education Best practices 82

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off tactics may result in spikes in sales, they do not produce sustained improvements in sales performance. Because the psychology of sales, like most things, is fairly complex.

Gamification 52

Gamification Sales Contact Center CRM 52

Vonage

MARCH 26, 2018

During the webinar, Wyndham Hudson, NewVoiceMedia’s Vice President of Product, Sales and Service, cited Forrester’s CX equation : Customer experience is 25% if a customer can achive their goal, 25% the ease of the solution and 50% how it made the customer feel. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

JustCall

MAY 12, 2021

Sales enablement is the key to unlock the full potential of your sales reps. Equipping sales teams with the right tools, resources, and techniques increases your likelihood of converting leads. Having a skilled sales team is good. But, before we jump into that, let's get a quick understanding of what is sales enablement.

Sales 52

Sales call center software Scripts call center solutions 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer.

Sales 52

Sales Coaching Accountability Personalization 52

DMG Consulting

FEBRUARY 12, 2019

At an agent level, contact handle-time outliers – whether significantly higher or lower than average – can help supervisors identify coaching and training opportunities. For more information about KPIs and balanced scorecards, see DMG’s white paper: Top KPIs for Managing Customer Service, Sales and Collections Contact Centers.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them. An often-used subjective measure of ‘quality of service’ is call scoring.

Best practices 159

Best practices Call Center Banking Contact Center 159

Fonolo

JANUARY 14, 2020

Kate Nasser — also known as ‘The People Skills Coach’ — has been helping Fortune 500 leaders become more dynamic and inspirational for the past 25+ years. . Their blog focuses on several topics including start-up culture, sales, and marketing, but they really excel in their posts on customer support, success, and CX.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Vonage

FEBRUARY 13, 2017

Monitoring call centre agents can create better coaching opportunities. In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. Speech analytics helps to retain customers and reduce churn.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Rosie Ryan.

Management 207

Management Customer Service Consulting Consulting 207

CSM Magazine

MAY 26, 2021

This is particularly true when it comes to B2B sales cycles, which tend to be much longer than B2C sales cycles on average. Examples of this could include having webinars to coach them through particular challenges that they’re having. Therefore, there are many steps along the way to conversion.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do. Rosie Ryan.

Management 182

Management Customer Service Consulting Consulting 182

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Social media is also an effective sales channel.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Let your customers contact you in ways that work best for them. We live in a digital world.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CSM Magazine

NOVEMBER 28, 2017

However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage. The need to be as proactive as possible is huge driver in contact centres. About the Author.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Social media is also an effective sales channel.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Xaqt

FEBRUARY 6, 2020

A manager may receive an alert stating that call volume is over forecast today and calls are backed-up in queue ; that sales conversion is below goal; or even that your call monitoring application is flagging a call that needs a manager’s review. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. With a dedicated customer service staff working alongside marketing, IT, sales, and more, customer issues can be handled at once, without any annoying transfers. Should it be customer service? Well-trained operators mean better customer satisfaction.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Integrity Solutions

NOVEMBER 20, 2024

The road to success in sales is filled with challenges, highs and lows. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.”

Sales 95

Sales Coaching Accountability B2B 95

Fonolo

MARCH 10, 2020

You can always educate sales and service strategies, especially if the employees you are coaching have great attitudes and desire to succeed. This white paper explores key areas that are sure to shake up the industry. The numbers back this up too. Organizations that go beyond experience and assess candidates’ underlying.

Call Center 102

Call Center Contact Center outsourcing Coaching 102