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. William is the Career Development Manager at VelvetJobs , with over 12 years’ experience in career advising, coaching, and recruitment. William Taylor.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection.

Start-ups 99

Start-ups Technology Technology 99

CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. It can be seen in the goals your exec team sets for the business, your mission, vision and values, the way your exec team talks about your business, customer charters and more. We’ve all been there. CX work sure isn’t easy.

CX 208

CX Education Social Media Government 208

UJET

JANUARY 22, 2020

Customer support. We’ve all felt the frustrations of customer support, but never really thought about what it could be. And while other industries have leveraged software, emerging technologies, and digitally-focused business strategies, traditional customer support solutions have remained frustratingly stagnant. The weather!

Innovation 112

Innovation Technology Technology Sales 112

CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. It can be seen in the goals your exec team sets for the business, your mission, vision and values, the way your exec team talks about your business, customer charters and more. We’ve all been there. CX work sure isn’t easy.

CX 182

CX Education Social Media Government 182

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. And while it’s true we’ve done a lot of work towards advancing the careers of individual contributors, there’s still a long way to go.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. So, I had to make a career pivot.

Customer Service 86

Customer Service CX AI Start-ups 86

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. I have handled several disgruntled employees in my career as a user experience manager…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Help Scout

APRIL 29, 2021

Look for ways to hear their voices regularly , perhaps on sales calls or in the support queue. Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Learn how Help Scout aligns sales and support.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Customer Bliss

MARCH 23, 2022

The goal is to run a courageous company full of only people who thrive and perform in this type of environment. On Netflix’s blog , senior software engineer Ludovic Galibert wrote, “I truly wish more companies would offer their employees generous parental leave and employees would take advantage of it, especially dads.

Engineering 55

Engineering Start-ups Innovation 55

Customer Service Life

AUGUST 30, 2019

This article was originally published on the FCR blog on July 17, 2019. We can all rattle off a laundry list of companies we’ve contacted for support that left us the same or worse by the end of the interaction. No one takes a job with a goal of failing or leaving the place in shambles. Image by Michal Jarmoluk from Pixabay.

Start-ups 115

Start-ups Customer Service Contact Center Customer Experience 115

PeopleMetrics

SEPTEMBER 12, 2019

That’s the focus of this blog post. No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience. If you’re working with a mid-tier, value-oriented brand, the goal may be to achieve a certain standard throughout each channel, such as professionalism or efficiency. Conclusion.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

UJET

APRIL 21, 2020

Through my years in customer service, I’ve had countless discussions and seen numerous strategies on how to meet and exceed business goals around customer experience improvements. And lastly, the mobile-first experience is what people want and where customer support is going. What excites you about this opportunity at UJET?

Contact Center 72

Contact Center Engineering CRM Technology 72

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

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. This can result in increased productivity and efficiency, allowing them to serve customers more effectively and promptly.

CX 64

CX Technology Technology Construction 64

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Customer Bliss

SEPTEMBER 18, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. We’ve done the work to bring the leaders together , we’ve created a consensus around some actions, and we’ve even renamed those actions from a customer goal point of view.

CX 133

CX Customer Experience 133

Intercom

MAY 9, 2023

“Even when it comes to AI, one of the most exciting topics in the world right now, it’s important to think about why and how you will use a new tool – and how it fits in with your team and strategy” As a support leader, you’ve welcomed new team members lots of times. Check out this blog post for tips on optimizing your help content for Fin.

AI 59

AI Start-ups Customer Service Technology 59

Intercom

FEBRUARY 1, 2022

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . Support could be visualized as a dance between you and your customers. of support teams in 2022. .

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

Intercom, Inc.

AUGUST 15, 2018

Managers oversee their team members’ work and career development. To set up the conversation, I thought it would be useful for everyone listening to get a brief rundown of your career to date. I had a 13-year career at Microsoft, where I started as an intern working on video games, if you can believe it. Short on time?

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

Zendesk

JUNE 15, 2021

A strong community of loyal advocates can serve as an extension of your sales and support teams and offer unique insights and experiences that benefit other customers and your company. Why customer advocates are important for sales and support teams. Why customer advocates are important for sales and support teams.

Sales 64

Sales Net Promoter Score Social Media CRM 64

Execs In The Know

OCTOBER 20, 2022

Talent needs talent: Hires leaders with deep experience coaching and developing teams, and invest in training for leadership to help grow and support your frontline workers. . Brand immersion: Ensures leaders immerse themselves in the client brand’s goals and challenges. . The contact center is an extension of the client brand .

Contact Center 52

Contact Center CX Start-ups Finance 52

Intercom, Inc.

AUGUST 18, 2022

Staff engineers must understand the needs of the company so they can help it reach its goals. So, I went back to what I loved – building websites” Back then, having a career in tech, especially as a software engineer, was not as cool and hot as it is today. If you enjoy our discussion, check out more episodes of our podcast.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Callminer

AUGUST 1, 2017

Simply institute daily and weekly goals to reward employees with small items such as lapel pins or fidget toys for hitting or exceeding those goals. Discover and provide purpose/meaning … set quarterly goals outside of day-to-day responsibilities. We strive to be at 15:1 with team lead support on deck during the call.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

ProProfs

JUNE 26, 2023

This type is often used to establish a standard of competence for employees, enhance their professional development, and provide a basis for career advancement. Enhances Career Prospects Another benefit of certification programs is that they can be a powerful asset when seeking employment or advancement within an organization.

Compliance 52

Compliance Education Start-ups Social Media 52

ProProfs

AUGUST 7, 2020

This blog post provides a breakdown of all that you should know about the topic. As a practice, you can offer career development programs in employment contracts to add value to the job offerings and foster a sense of loyalty. It keeps them busy in rewarding activities that promote their professional development and career growth.

Innovation 98

Innovation Education Business Growth Start-ups 98

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. And so, it’s crucial that companies design employee experiences that support and empower them. Annette: Sure.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1. Question 3.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

DMG Consulting

JULY 9, 2021

Given the direction of the contact center market in supporting more agile hiring practices, this blog post will address a couple of the questions surrounding WAH and hybrid employees. Question #1: Should contact center managers, supervisors, team leaders, QM specialists, WFM administrators, etc. be allowed to work from home?

Contact Center 67

Contact Center Technology Technology 67

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Ask about their goals.

Technology 44

Technology Technology Engineering Start-ups 44

Execs In The Know

MAY 10, 2021

Supporting employees by ensuring their mental and physical wellbeing is truly a priority. Fun” activities, wellness opportunities, and interest groups: Fun activities could be with their own teams, or cross-functional teams, but the goal is to bring people together in a way that has nothing to do with work.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Lucid Software.

Sales 40

Sales Start-ups Touchpoint 40

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes. Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Mentor Questions.

Start-ups 40

Start-ups Sales 40

CSAT.AI

JULY 24, 2019

Chairs with limited or no back support, non-adjustable workstations and uncomfortable headsets, contribute to repetitive strain injuries. Motivating competitions for the most sales or successful calls or a reward for the fewest days absent provide a goal with a tangible benefit. Flat career paths are a hard sell.

Contact Center 59

Contact Center Sentiment Analysis AI Sales 59

PeopleMetrics

MAY 24, 2018

My goal is for you to find answers to at least some of your burning questions, including those you didn't know to ask. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. P.S. What did you think of this blog post? Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : AspireIQ.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41