Gainsight

FEBRUARY 21, 2023

Standardization should outline clearly defined actions for handling customer inquiries, resolving complaints and operationalizing feedback. Additionally, a cadence of regular and consistent customer communications needs to be defined so that customers know what to expect from your business.

Customer Success 52

Customer Success Multi-Channel Webinar Call Recording 52

Interactions

JANUARY 7, 2021

L imited human-to-human contact and skyrocketing consumer demands highlighted the urgency and necessity of technology to streamline operations, especially the ability for businesses and consumers to communicate. Those with effective automated customer experience applications were able to react quickly and effectively.

2021 62

2021 Customer Experience Customer Journey Mapping Call Recording 62

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

ProProfs Chat

JANUARY 29, 2020

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. Obviously they won’t. . Your employees , of course.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

Avaya

JANUARY 29, 2019

Avaya IX Workforce Engagement delivers all the applications organizations need to get the most value from agents while generating high-quality customer and agent experiences. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

CSM Magazine

APRIL 28, 2021

Think of a “single pane of glass” where complete customer journeys are reflected, from the channels used, to previous purchases and past conversations. What agents, supervisors and other operational team members want is a common, consistent experience using one interface for all their desktop applications.

Omnichannel 59

Omnichannel Telecommunications Call Recording Connections 59

Talkdesk

OCTOBER 29, 2020

Mobile-first real-time communication tools Today’s customer service complexity is a pressing challenge for organizations. Many businesses have intricate customer journeys that require sales representatives, field teams, local branches or stores, and on-site agents to interact with customers.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

Education Services Group

MAY 5, 2020

Whether you’re training customers , onboarding your newest awesome CSMs , or working on a project with your coworkers, here are some of my top tips for making sure your remote session runs smoothly. Effective internal communication within your company will drive effective external, client facing communications and meetings as well.

Presentation 52

Presentation Download Call Recording Reference 52

CSM Magazine

AUGUST 31, 2018

Therefore, it’s essential you know on average how many calls it takes before a conversion is made to help refine your agencies’ sales funnel and create a customer journey map. Call recording and quality scoring is essential for improving your agencies’ customer journey.

Metrics 40

Metrics ROI Advertising Customer Journey Mapping 40

SmartKarrot

APRIL 20, 2023

Escalation Playbook: This playbook is a valuable resource that contains all the necessary steps to take when there is a customer issue that goes beyond the experience and expertise of the customer success team. The book provides necessary guidance for them to follow so that they can boost customer renewal rates.

Customer Success 19

Customer Success Books Customers Customer Satisfaction 19

SmartKarrot

APRIL 20, 2023

One often overlooked source of valuable information is phone calls – a vital communication channel for businesses of all sizes. Call intelligence has been around for some time, but it’s still surprising how only a few organizations take full advantage of this powerful toolset.

Insights 10

Insights Call Center Call Recording Technology 10

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Leadership 52

Leadership Sales Call Recording 2023 52