Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Harvey wrote “ The Abilene Paradox: The Management of Agreement ” years ago. I wondered who made the plan in the first place since none of us wanted to go. That’s the bad news.

Personalization 195

Personalization Management 195

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s a big splurge for us, and we look forward to it. We draw on that sum willy-nilly as we need to feel better about certain purchases. Listen to the podcast: I am excited.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Learning about the way people process social information can potentially lead to more efficient interactions within organizations.

Management 392

Management Accountability Consulting Consulting 392

Beyond Philosophy

JANUARY 5, 2023

However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! None of us are as clever as all of us. Usually, not much.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. They do short write-ups and share them with their managers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case.

Customer Service 294

Customer Service Management Customer Experience 294

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Here’s a snapshot of their other “hot takes” from their discussion and some key takeaways.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Either way, this article is for you.

Customer Service 139

Customer Service Management Feedback Chatbots 139

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. Learn more about the Stevie Awards at [link]. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Steve DiGioia

MARCH 20, 2023

Read 3 Reasons Why Successful Teams Earn Your Trust. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years. My team knows that. I had a great team and was sure we’d do a fine job. Was I wrong?

Sales 182

Sales Management Customer Service 182

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re glad to be a member of a team that puts customers’ needs first.

Technology 76

Technology Coaching outsourcing Customer centricity 76

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. The best managers are passionate about what they do.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Learn more about specific partnerships and integrations in our recent announcement. We use Totango as a customer success solution to keep track of our customer’s journey from sign-up to advocacy.

Enterprise 112

Enterprise Best practices Feedback Education 112

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Use the Workshop Planner to create an action plan. Tell your team about the training and what to expect. Consider sharing it in a team meeting.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

24-7 InTouch

FEBRUARY 13, 2024

Mexico is truly special with a talented bilingual workforce that is also geographically close to our US-based client partners,” said Mike Henderson, Global Chief Operating Officer at IntouchCX. Noel Orozco will remain with IntouchCX as Country Manager for Mexico. This is the third acquisition by IntouchCX in the last 5 years.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Momentum Telecom

NOVEMBER 21, 2023

We are thrilled to combine teams and expertise with Momentum and continue our commitment to pushing the boundaries of innovation in the world of voice-enabled Microsoft Teams and collaboration. Garcia will join the Momentum team as EVP of Modern Workplace & UC. High performing teams do more, achieve more, and win more.

Technology 111

Technology Management Marketing 111

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Your incumbent team are being personally impacted. Be considerate about what roles they have to play in the transition. Love them or hate them, in business, as in life, transitions are inevitable.

outsourcing 71

outsourcing Customer Care Best practices Management 71

AWS Machine Learning

APRIL 22, 2024

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. In this solution, HyperPod cluster instances use the LDAPS protocol to connect to the AWS Managed Microsoft AD via an NLB.

Scripts 84

Scripts Engineering Management Benchmark 84

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue? An analyst reviews trends using speech or text analytics software discovering many support tickets about the same issue.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center outsourcing Management Feedback 83

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

AWS Machine Learning

OCTOBER 24, 2023

This post is co-authored by Dhurjati Brahma, Senior Systems Architect at T-Mobile US, Inc and Jim Chao, Principal Engineer/Architect at T-Mobile US, Inc and Nicholas Zellerhoff Associate Systems Architect at T-Mobile US, Inc. T-Mobile US, Inc. In addition, market research based on U.S.

APIs 88

APIs Engineering Metrics Technology 88

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion. These behaviors will guide our strategy as we continue to evolve and innovate.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Outsource Consultants

FEBRUARY 26, 2024

The benefit for our clients is ongoing performance management, where we literally check in monthly on how the BPO provider is performing. This could be a huge game changer as you’re able to now leverage the same agent to manage so many more languages through translation technology. ’ I light up. I thrive on those chats.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Totango

JULY 11, 2023

Totango enables CS teams to drive outcomes quickly We recognize that in today’s challenging environment, most businesses are laser-focused on retaining and growing current clients, and they’re turning to their customer success teams to make it happen. ” — Juan G., ” — Juan G.,

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

AWS Machine Learning

APRIL 18, 2024

Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. When you’re done, you’ll wonder how you ever managed without it! Do not use this solution to stream, record, or transcribe calls if otherwise prohibited. Region Launch Stack US East (N.

APIs 106

APIs Accountability Analytics Entertainment 106

Customer Service Life

DECEMBER 4, 2023

A customer called us out on YouTube Several months ago I received a message from a member of our marketing team alerting me to a comment we had received on one of our YouTube videos. I realize there may be varying opinions about this practice, but for a small business, it’s never trivial to add another support channel.

Contact Center 100

Contact Center Self service Personalization Accountability 100

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Automotive 99

Automotive Journey mapping Self service Sales 99

ProProfs Blog

MAY 6, 2020

To find an answer to this question let us shave a look at some of the stats. Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments?

Management 162

Management Customer Service Best practices Entertainment 162

Solvvy

MAY 20, 2022

You need a vision for how things can be better than the status quo, a talented team, some luck, and most of all, perseverance. You trusted us when we were just a fledgling startup, you challenged us, you contributed ideas, and most of all, you allowed us to serve you and hundreds of millions of your users.

SaaS 126

SaaS B2B Management Marketing 126

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. US Employee Engagement Research Report COPC Inc. Honing a team leader’s skillset is fundamental to broader contact center employee engagement initiatives.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 89

Sales Enterprise Best practices Metrics 89