The document provides guidance on building an effective quality assurance program for contact centers, outlining the components and benefits of QA, best practices for developing evaluation forms, monitoring criteria, calibration processes, and mechanics like transaction selection, coaching, reporting and more. It aims to help contact center managers establish a formalized ongoing QA process to measure agent performance, improve consistency of customer interactions, and demonstrate a commitment to customers and agents.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Mind the Gap: Balancing Growth and Efficiency in Tougher Times with Point Ninesaastr
In the last few weeks, the VC funding environment has changed dramatically. In this session, Christoph will share tactical advice on how to weatherproof your financial plan for the funding downturn.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Mind the Gap: Balancing Growth and Efficiency in Tougher Times with Point Ninesaastr
In the last few weeks, the VC funding environment has changed dramatically. In this session, Christoph will share tactical advice on how to weatherproof your financial plan for the funding downturn.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
How to Scale Your Customer Success Management OrganizationGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Starting a new job could be a stressful time of one's life. It seems that all the pressure's on to make the perfect impression but not annoy any future colleagues. How to manage this transition? Ron Elsdon specializes in career development and walks us through navigating the first 90 days of a new job. See the complete webinar at http://bit.ly/aT9F3I
Employee Life Cycle PowerPoint Presentation Slides SlideTeam
Use this professionally designed Employee Life Cycle PowerPoint Presentation Slides to scan the various stages an employee goes through within an organization. HR managers can utilize this content-ready HR model PowerPoint slideshow to optimize the progress of employees. Map the employee lifecycle to not only attract the best talent but to also enhance the customer experience. This HR lifecycle PowerPoint presentation comprises of different stages in the career of an employee, starting from recruitment to termination or retirement. Use this ready-made employee lifecycle complete PowerPoint presentation templates to build great teams. This content-ready HR cycle PPT deck covers topics like employee lifecycle framework, talent acquisition, current vacancies, job description, candidate assessment, employee management, attendance tracker, and more. These PPT templates are customizable. You can edit the template as per your requirement. Change the color, text, icon, and font size as pe your requirement. Grab this complete presentation on HR model to increase the employee engagement and maximise your returns. Elaborate on the contents of the deal with our Employee Life Cycle Powerpoint Presentation Slides. Clarify every aspect of the agreement.
Lesson 1 developing and communicating a strategic visionSamuel Lee Mohan
In this lesson you learned that a vivid description of a business owners’ or management’s aspirations for the future and delineates the company’s strategic course and long term direction. You also learned that a company’s Vision is unless unless it is effectively communicated to lower levels of management and staff, company-wide.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Horizontal vs Vertical Career Pathing: How to Make Promotions WorkBizLibrary
Receiving a promotion is the epitome of an employee’s growth and success, but many companies are misusing promotions. As high performers reach their peak, they’re being promoted to managers solely based on performance. This type of career pathing is creating a domino effect in companies. The newly promoted managers often do not have the skillset to manage, therefore their employees become disengaged and your bottom line starts suffering more and more. How can we stop this domino effect from happening?
Join Tiffany Kummer from BizLibrary as she explains her strategy for career pathing using two different approaches, vertical and horizontal. Not everyone is meant to manage (or wants to), and that is okay. Tiffany will show you how you can still advance your high performers without putting them and your company in an unfavorable position.
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
How to Scale Your Customer Success Management OrganizationGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Starting a new job could be a stressful time of one's life. It seems that all the pressure's on to make the perfect impression but not annoy any future colleagues. How to manage this transition? Ron Elsdon specializes in career development and walks us through navigating the first 90 days of a new job. See the complete webinar at http://bit.ly/aT9F3I
Employee Life Cycle PowerPoint Presentation Slides SlideTeam
Use this professionally designed Employee Life Cycle PowerPoint Presentation Slides to scan the various stages an employee goes through within an organization. HR managers can utilize this content-ready HR model PowerPoint slideshow to optimize the progress of employees. Map the employee lifecycle to not only attract the best talent but to also enhance the customer experience. This HR lifecycle PowerPoint presentation comprises of different stages in the career of an employee, starting from recruitment to termination or retirement. Use this ready-made employee lifecycle complete PowerPoint presentation templates to build great teams. This content-ready HR cycle PPT deck covers topics like employee lifecycle framework, talent acquisition, current vacancies, job description, candidate assessment, employee management, attendance tracker, and more. These PPT templates are customizable. You can edit the template as per your requirement. Change the color, text, icon, and font size as pe your requirement. Grab this complete presentation on HR model to increase the employee engagement and maximise your returns. Elaborate on the contents of the deal with our Employee Life Cycle Powerpoint Presentation Slides. Clarify every aspect of the agreement.
Lesson 1 developing and communicating a strategic visionSamuel Lee Mohan
In this lesson you learned that a vivid description of a business owners’ or management’s aspirations for the future and delineates the company’s strategic course and long term direction. You also learned that a company’s Vision is unless unless it is effectively communicated to lower levels of management and staff, company-wide.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Horizontal vs Vertical Career Pathing: How to Make Promotions WorkBizLibrary
Receiving a promotion is the epitome of an employee’s growth and success, but many companies are misusing promotions. As high performers reach their peak, they’re being promoted to managers solely based on performance. This type of career pathing is creating a domino effect in companies. The newly promoted managers often do not have the skillset to manage, therefore their employees become disengaged and your bottom line starts suffering more and more. How can we stop this domino effect from happening?
Join Tiffany Kummer from BizLibrary as she explains her strategy for career pathing using two different approaches, vertical and horizontal. Not everyone is meant to manage (or wants to), and that is okay. Tiffany will show you how you can still advance your high performers without putting them and your company in an unfavorable position.
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
Lean Six Sigma and the Three "Rs" of Customer Servicecathylums
This Green Belt presentation shows the valuable role that Lean Six Sigma can play within Marketing to make data-driven decisions that lead to increased revenue, ROI, and stronger relationships.
Lean Six Sigma For Municipal GovernmentStephen Deas
This presentation took place June 4, 2009 at the Texas Municipal Human Resources Association mid year conference in San Antonio, Texas. The presentation was given by Waters Consulting, Inc. and Quality Minds, Inc. The presentation covers using lean six sigma to improve municipal government and the role of Human Resources in the lean six sigma initiatives within municipal governments
It’s a well known fact: More companies focus on customer service effectiveness during a downturn than when sales are buoyant and the economy is on the boil. The approach is right. Customer retention becomes a key focus area during a downturn, as it is 10 times more expensive to create a totally new customer than selling some more of your existing product portfolio to existing customers. Most companies lose some 20-25% of their customer base annually for a variety of reasons. An effective retention strategy will in fact be able to squeeze growth out of arresting attrition! Many companies will also take the approach that the existing customer base is an asset worth protecting and what better way to keep customers than by providing exceptional customer service!
Lean-Six Sigma may conjure up visions of a complex production / logistics based initiatives designed to improve industrial processes and drive costs out. Little is in fact known about lean-Six Sigma applied to the customer service environment. In this paper we will explore some approaches and find some pretty good arguments why lean-six sigma based programs are particularly effective in the customer service environment.
Training Slides of Managing Service Quality and Customer Satisfaction discussing the importance of Quality.
For further information regarding the course, please contact:
info@asia-masters.com
www.asia-masters.com
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEClearAction
The Annual ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.
This is a study of the journey to world-class performance in how business-to-business firms:
(1) listen to customers,
(2) view customers,
(3) center employees on customers, and
(4) center business on customers.
It explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.
THIS IS A SAMPLE OF SELECTED PAGES FROM THE REPORT
See http://ClearActionCX.com
The most successful businesses can connect the dots. We give you the tools to do just that.
So who should read the book? Anyone that is planning, designing, implementing, remediating and contributing to their businesses performance.
The most successful businesses can connect the dots. We give you the tools to do just that.
So who should read the book? Anyone that is planning, designing, implementing, remediating and contributing to their businesses performance.
http://www.realisingpotential.com.au/connecting-the-dots/
Nine Easy Steps for a Quick Customer Experience Tune-upSAP Asia Pacific
Customer experience (CE) is the new imperative. However, among the top concerns companies have regarding
CE are cost and delayed return on investment. The good news is that there are short-term actions you can take
now and see benefits in the near term.