Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. And they’ll need their issues resolved quickly so they can get back to their holiday season to-do lists.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

Uniphore

JUNE 16, 2021

AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. In fact, 67.4%

NPS 59

NPS Net Promoter Score Contact Center Call Center 59

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. 2) Create forms to complete ongoing evaluation.

Contact Center 70

Contact Center Social Media 2019 Document 70

Stella Connect

MARCH 30, 2022

Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Nixed the idea of a call center rewards program for similar reasons? Designing a Call Center Rewards Program: 3 Questions You’ll Need to Address. Ready to motivate your agents ?

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Customer Identification.

Technology 122

Technology Customer Service Contact Center Call Center 122

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center White Paper 2021 2022 52

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. She brings with her nearly 10 years of customer success, coaching, and other customer-facing experience! We felt completely blindsided. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Company : Marketware.

Leadership 41

Leadership Customer Success Competitive Advantage Reference 41

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up. Did you know?

Contact Center 81

Contact Center 2021 Call Center Social Media 81

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. What Is Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

JANUARY 4, 2024

In this blog, we will look into four categories of charts. But with visuals, it’s like a map guiding you through a data adventure. Surprisingly, that’s precisely what we are going to explore right now! What a coincidence! Basic Charts Specialty Charts Advanced Charts Combination Charts Let’s crack the code!

Insights 52

Insights Roadmap Sales Information 52

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Brief won’t be easy, but I can try!

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Should it be customer service? Well-trained operators mean better customer satisfaction.

Social Media 46

Social Media Customer Service Strategies Customer Service Download 46

Gainsight

NOVEMBER 30, 2020

Hundreds of video and phone meetings coaching CS community members on career options. [TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. And I’m personally all in as CEO for this next phase. And 2 years is too long.

Customer Success 101

Customer Success 2013 Books Events 101

Grade.us

APRIL 4, 2017

They’re too busy putting out fires, running from one problem to the next. They’re fighting to keep their doors open, to cover payroll or get new customers. Many feel they don’t have the time to focus on review management. Review management is useless… In their mind, review management is a luxury. But it’s fuzzy.

Management 38

Management Marketing Sales Feedback 38