Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. Leveraging technology is effective in reducing losses in eCommerce.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. SevenRooms collaborates remotely. March marks the official one-year anniversary of the COVID-19 pandemic.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

Intercom, Inc.

JANUARY 16, 2020

Andrey and his team are finding out. So too are teams of every discipline across the globe who are embracing Miro as a collaborative tool unlike any other – a vast canvas for them to create and share ideas. My co-founder and I were running a design agency and we noticed a persistent problem in communicating ideas to remote clients.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. Let’s look at some strategies to improve both customer and agent effort scores simultaneously, helping brands achieve customer loyalty and agent happiness.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

ProProfs

MAY 8, 2020

Managing this growing breed of virtual teams training-wise can be challenging but not impossible. In this blog post, I will take you through some of the main areas of training a virtual team and the strategies that you should deploy for the purpose. 3 Main Areas of Virtual Teams Training. So, here we go.

Social Media 85

Social Media Government Start-ups Technology 85

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Tell us a bit about yourself?

Contact Center 72

Contact Center Engineering CRM Technology 72

SurveySensum

FEBRUARY 27, 2024

Your team members are buzzing with energy, and you feel a surge of creativity and motivation. So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. It’s 2020, and many businesses are utilizing remote work. Build a diverse team. Your team has to know you as a person, not just a supervisor. Joe Bailey.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Totango’s dynamic assignment feature lets you scale your customer success management by automatically matching team members to customers who need assistance based on fit, skill and availability. We Work Remotely.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Totango

JUNE 26, 2020

Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points. Now is the time to lean on your Customer Success team. Automating this monitoring process by using an early warning system can give your team time to react to potential churn or capitalize on opportunities for growth.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

Intercom, Inc.

APRIL 29, 2021

And if starting a new role wasn’t challenging enough, the show started filming a couple of weeks before the COVID-19 crisis, meaning that we got to watch in real time as she faced the challenges of pivoting to remote work. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Intercom, Inc.

FEBRUARY 25, 2021

CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Building your multi-faceted, multi-skilled CX team with Annette Franz , on Fireside Chats Without the Fires. A team of many hats. TThere are so many things the CX team has to be.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Hodusoft

JANUARY 17, 2024

It’s the acronym for Unified Communications as a Service. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Totango

MAY 19, 2020

You can do this in five ways: Re-tune Your Digital Engagement Strategy Be Proactive and Deliver Value Collaborate with the Rest of Your Organization Do More with Less Create a Community for Sharing Best Practices. Re-tune Your Digital Engagement Strategy. Create a Community for Sharing Best Practices. Do More with Less.

Finance 77

Finance Education Sales Technology 77

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer.

Customer Relationship 63

Customer Relationship Start-ups Technology Technology 63

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. They can actively listen, empathize, and communicate in a clear and friendly manner.

CX 64

CX Technology Technology Construction 64

Hodusoft

FEBRUARY 29, 2024

In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Remote Work Challenges As per a recent study , 30 percent of MSPs will continue working from home even four years after COVID.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them.

Contact Center 52

Contact Center Touchpoint Government CX 52

Totango

JUNE 2, 2020

It can also reduce the stress of dealing with sudden change, as having protocols in place ahead of time will save you and your team from having to make difficult strategic decisions in the midst of a critical situation. Promote seamless, consistent communication among team members and with customers.

Start-ups 62

Start-ups Customer Retention 62

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. But before we learn about this uniquely powerful employee engagement strategy , let’s understand what employee engagement is and why it’s super-important for business growth. You can let employees take quizzes individually or as teams.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Totango

APRIL 24, 2020

Your existing communication cadence is not direct or frequent enough. Attain 6X CS efficiency improvement by involving broader teams. Your existing communication cadence is not direct or frequent enough. . Having a cadence of regular communication is key to supporting customers and making sure they don’t feel alone.

Customer Acquisition 62

Customer Acquisition Start-ups Sales Technology 62

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. What is UCaaS?

Contact Center 52

Contact Center Social Media ML Technology 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. View this session now (quick and free registration required). ………………………………………………… Getting Ready for What Comes Next: Key Trends Driving Your Data Strategy.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

ClientSuccess

MARCH 13, 2020

If you haven’t already, make sure you’re following him on Twitter and on the SaaStr blog. Long Live Net Dollar Retention “ Luckily he shared on LinkedIn that he’d be turning his presentation into a blog post. How to ensure successful cross-functional communication. Resources for Embracing Remote Work.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

ClientSuccess

MARCH 13, 2020

If you haven’t already, make sure you’re following him on Twitter and on the SaaStr blog. Long Live Net Dollar Retention “ Luckily he shared on LinkedIn that he’d be turning his presentation into a blog post. How to ensure successful cross-functional communication. Resources for Embracing Remote Work.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

Beyond Philosophy

MAY 9, 2019

In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value. This technology communicates much about customers’ real-time feelings in an interaction through the capture of microexpressions.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on.

NPS 74

NPS Finance Technology Technology 74

ProProfs

MAY 29, 2020

The challenges of working in a team are always there, no matter where it is located. Apart from its significant advantages, virtual teams have their share of challenges. In this blog post, we’ll be looking at ten such real challenges of virtual teams and see how to tackle them in the best way with the right strategies and tools.

Start-ups 59

Start-ups Government Gaming Education 59

Hodusoft

FEBRUARY 8, 2023

In this blog, we explore how a hosted PBX phone system can help an insurance business, talk about its features and also help you navigate the path of transition from your current business phone system to a cloud-based PBX system. Let’s look at some undeniable perks of implementing a hosted PBX business phone system.

Compliance 52

Compliance CRM Customer Relationship Management Customer Relationship 52

Totango

MAY 29, 2020

Maintain Communication. Lean on Win-Back Strategies. Maintain Communication. Some will be forced to scale back dramatically, such as those that supply the hospitality industry, while others may be presented with opportunities for rapid expansion, like the tech industries that power remote work. Manage Customer Goals.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

Hodusoft

JUNE 21, 2023

This blog post details everything about call centers starting from different types of call centers, how they work, what call center software is, how it works, and how to set up a call center. A call center is an organization (or a team or department within a large organization) that handles both incoming and outgoing calls.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

SugarCRM

MAY 24, 2022

Without true alignment, every email nurture campaign, whitepaper, blog, or webinar marketing produces is a wasted effort. To ensure total alignment, marketing teams must start with a strategy that accounts for and visibly supports sales goals. Do your sales reps and marketing team members even know each other?

Sales 26

Sales CRM Start-ups Customer Relationship Management 26

1 to 1

MARCH 28, 2022

Individuals who are looking for a remote work environment with flexible hours are increasingly joining customer care, back office, growth services, data annotation, and content moderation teams. Providing interactive training, introducing them to internal staff, and including them in team meetings can make a difference.

CX 52

CX Contact Center Innovation Customer Satisfaction 52