Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well. Billion last year.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. Without the right training, it’s easy to make mistakes.

Call Center 98

Call Center Engineering Education Best practices 98

Beyond Philosophy

NOVEMBER 1, 2019

We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. . You will recall that the Intuitive System is fast, automatic thinking associated with emotional reactions, and the Rational System is slow, deliberate thought related to logic.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

AUGUST 8, 2016

Some organizations make excuses for their bad experience. They claim their experience is inherently bad so they can’t improve it. EQ is a vital skill for customer-facing employees. A laugh goes a long way to kick off someone’s vacation. A good laugh makes the whole day better for everyone.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

MAY 16, 2016

Why is it our fault? Because what we think makes us happy isn’t what does it all, and by our thinking this way, we make achieving happiness impossible. One of his friends asked him why he would bother studying happiness at Harvard because, as his friend put it, “What could a Harvard student possibly have to be unhappy about?”.

Consulting 0

Consulting Consulting Sales Personalization 0

Beyond Philosophy

FEBRUARY 18, 2021

In its most general terms, a habit is a learned predisposition to react in a certain way based on a particular set of cues. The intuitive part of your brain is continually looking for ways to help, to make things easier. When you engage in repetitive behavior, then that automatic part of your brain starts to recognize it.

Consulting 244

Consulting Consulting Customer Experience Management 244

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well. So, What Do We Mean by Authentic Emotion Measurement? It’s a fair question.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. Without the right training, it’s easy to make mistakes.

Call Center 52

Call Center Engineering Education Best practices 52

Beyond Philosophy

SEPTEMBER 1, 2015

The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh It also describes managers penalizing people for having family or medical emergencies, and encourage each and every employee to tattletale on their co-workers. For my part, I don’t believe it’s as bad as all that.

Banking 241

Banking Customer centricity Management Customer Experience 241

Creative Virtual

OCTOBER 5, 2021

For me, it’s the woman who ran a little hair salon in her basement and always handed out combs – and insisted on chatting with each kid forrrr-ever , slowing you down from getting to all the houses with the good treats! Why do those kinds of treats get a bad rep? It requires a team effort across the entire company.

Technology 105

Technology Customer Experience Marketing Customer Service 105

CX Accelerator

MAY 8, 2018

Stories are a great way to make communicating complex information simpler, they provoke thought and learning, and they can often guide our actions in a way that’s clearer than cold NPS or CSat figures. Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center?

Contact Center 160

Contact Center Customer advocacy Morale Education 160

ProProfs Blog

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. And, meeting customer expectations is one of the ways to accomplish so effectively.

B2B 204

B2B Banking Personalization Employee engagement 204

ProProfs Blog

JANUARY 7, 2020

It only takes one bad experience for the customer to swear off your business forever. . But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ShepHyken

MARCH 31, 2018

The father of the child who left Joshie behind shared their experience in a blog post. The father of the child who left Joshie behind shared their experience in a blog post. Good and bad experiences handled the right way, make social customer care far more important than basic customer service. Even millions!

Marketing 218

Marketing Customer Service Airlines Self service 218

Russel Lolacher

JUNE 19, 2022

She’s the author of the Workplace Wisdom blog and she’s a frequent contributing author to Harvard Business Review and Forbes as well as a speaker, including for TEDx where her talk on “Why There’s So Much Conflict at Work and What You Can Do to Fix it” is close to 400,000 views. Workplace Wisdom Blog. Russel Lolacher.

Coaching 98

Coaching Personalization Consulting Consulting 98

teleopti

MAY 20, 2019

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs).

Customer Service 85

Customer Service Technology Service level Management 85

ShepHyken

JUNE 5, 2023

When done the right way, it’s a revenue generator. Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. I’ve even used it.

Customer Service 37

Customer Service Chatbots Customer Support Customer Experience 37

ViiBE Blog

APRIL 8, 2021

This experience is affected by several factors, including processes, training, and technology. A good call center will strive to improve the customers experience constantly. To achieve this, you must provide each employee with sufficient training to be an effective communicator and interact with customers in a professional manner.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Global Response

MARCH 27, 2023

Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” Why Customer Service Is So Important If you’re looking to improve customer service within your organization, you probably don’t need much convincing on why it’s important.

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Russel Lolacher

SEPTEMBER 20, 2022

Brass Tack Thinking Blog. And here is why she’s awesome. As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Connect and learn more about Amber on her platforms: Twitter. Dear F **s Newsletter. PLAY AND SUBSCRIBE.

Marketing 111

Marketing Employee engagement Feedback Personalization 111

ProProfs Blog

DECEMBER 22, 2019

There was a time when offering a good product at a reasonable price was enough for a company to stand out from competitors. This blog focuses on the proactive customer service approach and how can you shift from this reactive customer service to start a proactive one without overhauling any department entirely.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. How do you teach good customer service? He also suggests incentivizing your employees so that they feel valued.

Customer Service 52

Customer Service Airlines Feedback Technology 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. How do you teach good customer service? He also suggests incentivizing your employees so that they feel valued.

Customer Service 52

Customer Service Airlines Feedback Technology 52

Beyond Philosophy

SEPTEMBER 15, 2022

We all had different ways of coping with the lockdown. In many ways, Dobrev says, this is very representative of a global study across different industries. The Big Miss: How Organizations Overlook the Value of Emotions. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This means they will voluntarily advocate for your brand and promote your business by word of mouth.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ProProfs Blog

APRIL 24, 2020

But rather than following them, why not see what really worked for them? That’s why we aim to explore customer service psychology in detail and different tips that can help you create a better support experience. And we’ve all tried to follow their footsteps. You record and understand customer pain-points better.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

CSM Magazine

APRIL 23, 2020

You can’t get rid of an employee like this quick enough. Poise – Always cool under pressure and never seems to get “rattled” when things go bad. Curious – Interested in why things are, why they happen, and how to improve on the present way of doing things. You’re a good listener too.

Customer Service 52

Customer Service Morale Scripts Best practices 52

Nicereply

FEBRUARY 27, 2020

Driving the equivalent value from these meetings is essential, not just because of the time spent away from helping customers, but because you wouldn’t just use that much company money without good reason. No one should be caught off guard when asked for an update or not understand why he or she is in a specific meeting.

Construction 64

Construction Customer Support Feedback Technology 64

Integrity Solutions

JULY 26, 2018

It was a pretty simple question, but it was a good one, and it made a huge difference for this customer. It was a pretty simple question, but it was a good one, and it made a huge difference for this customer. The teller felt good about it, too. Why Good Questions Go Unasked. The customer is floored.

Banking 55

Banking Coaching Sales Advertising 55

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies that find a way to meet that standard will succeed, and those that don’t will struggle. Many of the unique webinar’s talking points are expanded here in this article.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

ShepHyken

MARCH 7, 2022

But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers. They are always popular.

Customer Service 32

Customer Service Airlines Upselling Advertising 32

aircall

FEBRUARY 7, 2017

How does customer service stress affect employees? How does customer service stress affect employees? This overwhelming prevalence means that stress as a phenomenon greatly affects employees and employers alike. Stress is responsible for high employee turnover. Customer service stress is no exception.

Customer Service 89

Customer Service Personalization Management Call Center 89

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. So, why not use them as a means of providing feedback? Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

Comm100

MAY 10, 2018

You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. If you work in customer service, chances are you know the signs of a complaining customer. Complaining Customers Care.

Feedback 80

Feedback Customer Care Scripts Customer Service 80

Russel Lolacher

JANUARY 8, 2022

Why people struggle to speak plainly. So on the show today we have Leslie O’Flahavan and here is why she’s awesome. So on the show today we have Leslie O’Flahavan and here is why she’s awesome. But this is why she’s on the show. Check out all the episodes of Relationships at Work.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Branch Mesenger

MARCH 20, 2018

The difference between good service and friendly service. How technology is changing the way frontline employees handle customers. We'd like to talk a little bit about customer service in 2018, whether or not the employee always comes first, anticipatory customer service and tech for tech bridging the human connection.

Customer Service 48

Customer Service Airlines Technology Upselling 48

Vistio

MARCH 15, 2022

He has worked for large multinational corporations in business development, technical support, and strategic planning throughout his career, and is recognized as a seasoned leader and gifted communicator who understands how technology aligns with businesses and client objectives to drive operational performance and cost savings.

Gamification 52

Gamification outsourcing Contact Center Technology 52