SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. 15 Essential Habits of Amazing Contact Center Team Leaders : Invest in your own professional development and read through these 15 habits.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

CX Accelerator

SEPTEMBER 24, 2019

You have probably come to the role from a place where you are deeply convinced of the benefits of customer centricity and it’s a part of the fabric of who you are. That drive is essential and a part of what will make you so convincing in your role, so draw on it! Most people know what salespeople or customer service representatives do.

Customer centricity 182

Customer centricity Education Government Personalization 182

Totango

MARCH 1, 2022

Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace. What suggestions do you have for companies that are trying to promote a culture that embraces women in tech?

Education 100

Education Technology Engineering Enterprise 100

Nicereply

JULY 3, 2023

Supporting non-techies requires a patient and empathetic approach, focusing on clear communication to bridge the knowledge gap. IT support is no exception. As we know, IT support aims to keep business processes running smoothly and increase customer satisfaction. Another approach is to simplify IT support.

Technical Support 52

Technical Support Personalization Feedback Management 52

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Nicereply

JUNE 20, 2023

If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. We often hear a lot about sales enablement, which is the process and practice of ensuring sales teams have the right information and tools to help them sell more effectively. What is support enablement?

Sales 100

Sales SaaS Customer Support Best practices 100

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . But then again, is managing remote teams similar across various departments? Source: Deloitte Millennial Survey.

Management 162

Management Customer Service Best practices Entertainment 162

ProProfs Blog

APRIL 2, 2020

Happy to share that we at ProProfs kicked off our continuity plans well in time and are glad to share how we cracked the code and are able to keep the ball rolling while still keeping our teams safe and motivated. Besides, it helps our teams with efficient time management. Project Management & Collaboration. Google Docs.

Construction 151

Construction Surveys Time management Management 151

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

ProProfs Blog

AUGUST 6, 2021

Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you. Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Blueship Call Center

OCTOBER 9, 2023

There are several doable techniques to boost your team’s effectiveness in customer service. Empathy will assist you in concentrating on improving customer happiness, which will have an impact on your bottom line, as part of your performance coaching objectives.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

aircall

AUGUST 6, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn about the benefits of this type of workplace and how to leverage collaboration while working with both in-person and remote employees. Here we’ll go over what traits to look for when you’re building your team. Collaboration.

Customer centricity 77

Customer centricity Education Personalization Management 77

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. She is excited to help bring people into tech and views support as the door to do it. Desiree: Support has a special place in my heart.

Coaching 98

Coaching Personalization Feedback Management 98

24-7 InTouch

FEBRUARY 28, 2023

Having a strong sense of empathy helps team members effectively help customers, and also creates a positive work environment. Being a true advocate means taking actionable steps to support it. How can high-growth companies integrate this value into their company culture successfully?

Technology 52

Technology Personalization 52

Global Response

JUNE 20, 2023

Besides that, the strong focus on technology and innovation lend Tunisia’s call centers a strong infrastructure and innovative culture to develop better customer experience strategies. But just because Tunisia is a strong location for call centers doesn’t mean it’s the right location for you. So how do you know?

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Nicereply

OCTOBER 4, 2022

That doesn’t mean writing a blank check; it means making strategic investments and orienting your processes and policies in a way that helps team members deliver the experience you want. Empowering a great customer experience requires providing the right tools and resources to your team. These 12 tools will help you with that!

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. When a company makes a commitment to changing operations that support the customer experience , what are some proven methods for getting the ball rolling and staying on track? . What role does company culture play in creating successful change at an organization? .

Management 40

Management Government Education Call Center 40

IdeasUnlimited

JULY 13, 2023

Marking a Milestone IdeasUnlimited is a collection of global expertise collaborating with each other in order to deliver industry-leading support services. A vital part of its network is the Philippines branch that forms the backbone of the firm’s call center service. Motivation determines what you do.

Entertainment 52

Entertainment Call Center Management Personalization 52

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. Through these questions, we dig deeper, encouraging a culture where thoughts are shared openly and ideas flourish. How does our meeting structure support or hinder our goals?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Lumoa

MARCH 8, 2023

Often, teams are judged based on feedback that is not relevant to their area of responsibility, which creates internal challenges and affects customer satisfaction. The rest is likely about pricing, customer support, or connection problems. Internal teams struggle to deliver relevant feedback to the right groups.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. Companies across the world are increasingly embracing the hybrid workforce, spurred, in part, by the COVID-19 pandemic. By the Numbers.

Real estate 104

Real estate call center software Call Center Wait times 104

aircall

JULY 23, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn about how to leverage collaboration while working with both in-person and remote employees and how to hire hybrid employees. A hybrid workplace gives you and your team the freedom to choose how, when, and where to work,” Helen says. “At

Real estate 62

Real estate Construction Personalization Employee engagement 62

aircall

JUNE 23, 2022

Aircall has positioned itself as a leader in the unified communication and collaboration space. Aircall is a flexible cloud-based phone solution that integrates with popular CRMs and helpdesk tools to help manage and streamline customer support and sales departments.

APIs 62

APIs Metrics Technology Sales 62

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. The future of customer experience is decided. Probably not. How to overcome those challenges? Read the full answers here below.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. Base + Bonus. Shortcomings of Base + Bonus Model.

Management 87

Management Accountability Sales Upselling 87

ProProfs Blog

MAY 21, 2020

So, to help you hire the right customer service, support, and experienced team members, we’ve created a small guide for you. Discuss the Work-Culture & What Candidates Can Expect. What Are the Different Customer Support Job Descriptions You Can Post? Customer Support Representative. Customer Support Specialist.

Customer Service 166

Customer Service Engineering Customer Support Management 166

JustCall

APRIL 3, 2023

Team Collaboration has become a permanent fixture in the world of businesses today. That is because collaboration in the workplace allows teams to: Develop a unique team chemistry Brainstorm together to generate new ideas Complete complex or multi-tier projects on time, etc. What Is Team Collaboration, Exactly?

Morale 40

Morale Feedback Management Personalization 40

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. Five Core Areas of Functional Responsibility.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ProProfs Blog

MAY 30, 2019

Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Create a Customer-Centric Culture.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

Global Response

JULY 10, 2023

This is due in part to the strong Western influence in the Philippines, as well as the dominance of the BPO industry. Again, the focus on customer service and call centers in the Philippines create a strong cultural emphasis on high-quality education and training, resulting in better quality compared to other offshoring destinations.

Call Center 62

Call Center outsourcing Technical Support Education 62

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. Build a diverse team. If you are looking for team members who are all the same, then the company won’t grow. Hassan Alnassir. Embrace failure.

Call Center 182

Call Center Management Scripts Coaching 182

ChurnZero

APRIL 1, 2022

Sharon explains that part of the lie of imposter syndrome is that you can’t admit to it, because what if that negative voice is right? Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? Wait…what???

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

NameShouts

JUNE 25, 2020

We solve problems by first looking at our own experiences, habits, culture and understanding of the world. Our brains are wired to efficiently process information, and part of that requires using our own previous experience to solve future problems. Have you ever been stuck on something? It was in front of you the whole time.

Marketing 98

Marketing Personalization 98

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. This is part of the transformation in bringing these cloud entities together under one harmonized process and enabling the OneSAP mindset.

Upselling 115

Upselling Accountability Metrics SaaS 115

Fonolo

SEPTEMBER 14, 2023

strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Relevant: Focus your goals on what the company needs as a whole and pertain to the needs of each team member.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Totango

JUNE 12, 2020

No longer solely the role of the CS team; customer-centricity belongs to everyone and requires collaboration across sales, executives, product groups, and marketing groups. . True collaboration requires three essentials: Access to a digitized and centralized data hub . Technology that makes collaboration and engagement seamless.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62