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De Corona crisis hebben het motto van thuiswerken versneld ingang doen vinden. Enghouse, specialist in communicatiesoftware bundelt inzichten die ze gedurende de eerste 3 weken van de crisis kon zien.

Business

"Hoe schakel ik mijn contact center om naar een contact center@home"
Webinar

Pre-Sales & Operations manager
Pascal Smet

Productivity?
Distractions?
Work/life
balance?

By definition,
a crisis means
there’s no time to plan

Technical
pragmatic approach
Suppliers
Change

Your Customer service
employees
Plan
Get dressed and go to work
Team meetings

Your Customer service
employees
Leadership & guidance
Focus on your customers
Communicate

Contact center
software that
grows together
with your
business
VCC
EICC
The perfect match
for your business
Enghouse
Cloud
Is your business
ready for heaven?

Thank you for your attention.
Thanks!!
Tune in!
Next webinar
Thu 16 april

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Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible. In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success. With a set of documented standard steps, you'll be able to streamline and unify your onboarding process into a proactive game plan.

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A smooth and effortless onboarding process is critical to customer success. Yet, onboarding is multi-faceted. The first touches on the customer journey can be a mix of product, people, and processes, adding to the complexity of the task. For that reason, it can be difficult to know what to prioritize, how to improve, and even where to start. While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.

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For most CSMs, adoption is the lifecycle stage that comes between onboarding and renewal, but it’s also a process, an action, a metric. Adoption is a critical step to Customer Success, but there’s a lot of uncertainty around what it means exactly, and how to make sense of it. In this webinar, we discussed: • The key metrics to evaluate customer adoption • How to monitor adoption • Proactive measures CSMs can implement to influence adoption • Reactive action points to course correct a rocky adoption • The connection between adoption and Customer Success

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