Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. Subscribe today right here.

Consulting 248

Consulting Consulting Management Coaching 248

Toister Performance Solutions

FEBRUARY 20, 2020

One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. This exercise might yield some surprises!

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

JustCall

OCTOBER 6, 2023

That said, businesses often struggle with delivering consistent support for a positive customer experience. Moreover, according to McKinsey, resources spent on customer experience without securing consistency are ineffective investments. To do this, round up the key stakeholders and consult them.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

Taylor Reach Group

OCTOBER 31, 2021

In the same report Taylor Reach advocated for developing and implementing WFH-focused solutions and processes such as Quality, Coaching, Training, WFM, etc. Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff. to strengthen their WFH capabilities, performance, and effectiveness.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Global Response

JANUARY 31, 2024

Access to legal expertise and resources to ensure ongoing compliance : Being based in the same country, domestic call centers have easier access to local legal experts, consultants, and advisors. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center Telemarketing Government Healthcare 62

CX Journey

NOVEMBER 12, 2015

But it is a timely reminder to not get so focused on automating your service experience in such a way that may work for Gen X or Y but could disappoint your richest customers (Baby Boomers). Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience.

Gamification 63

Gamification Airlines Construction Coaching 63

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. Excellence in customer service in the new normal by Jeff Wolf. It’s imperative we create trust and confidence with our customers.

Customer Service 32

Customer Service Coaching Consulting Consulting 32

ChurnZero

FEBRUARY 28, 2020

A: I’ve certainly seen where onboarding is owned by Customer Success, and areas where it’s owned by Professional Services or Support, where there is a handoff. From a customer experience standpoint, we always recommend making that experience as seamless as you can. A: I’d think through that problem a different way.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

Comm100

JUNE 25, 2019

Support agents are the de facto front-line of any company’s customer experience (CX). However with costly onboarding and training costs and high turnover , contact centers don’t can struggle to build excellent agent experiences. Humans will always be essential to the customer experience. While AI may (never?)

Chatbots 49

Chatbots Contact Center Coaching Consulting 49

JustCall

MARCH 13, 2020

Sales training is the process of guiding and training your sales team for the actual grind- facing customers, and selling the product. The main purpose of coaching your sales team is to get them ready to face customers, take them through the product, and get more sales success. What is Sales Training? Excellence in Inside Sales.

Sales 59

Sales Coaching Feedback Consulting 59

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

CX Journey

JANUARY 17, 2018

In either training or coaching, the need to "know your stakeholders" is a common one. Of itself, the above exercise has identified too many stakeholders for you to viably manage. Anyone who has worked on project/change management will be familiar with the Boston Consulting Grid (BCG). This is where the exercise looks like a BCG.

Analytics 51

Analytics Coaching Management Consulting 51

ChurnZero

MARCH 11, 2020

What advice would you give us to help serve our customers better in the future? Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? Some of these questions could be awkward to ask for an account or customer success manager who’s been involved in the relationship.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Comm100

JULY 9, 2019

to coaching each employee to success, measuring and providing feedback along the way. Option three is by far the best to develop happy, engaged staff, giving them what they need to become successful and confident before they get anywhere near customers. I strongly believe that humans will always be essential to the customer experience.

Contact Center 40

Contact Center Chatbots Coaching Feedback 40

360Connext

AUGUST 14, 2017

Customer experience can be a lot like this! There are some big things, but within the customer journey there can be a crazy amount of small things. One exercise I’ve done with clients is to create a CX Punch List. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation.

Real estate 77

Real estate Construction Automotive Coaching 77

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Download Now: Learn how a better (and less stressful) agent experience benefits your bottom line and customer outcomes. When we know work is a source of stress, we do what we can to cope.

Call Center 76

Call Center Morale Metrics Abandon rate 76

aircall

JUNE 16, 2021

Airbnb, for instance, uses an exercise called the “ 11-star experience ”, where it walks its teams through examples of poor guest experiences and discusses what it would take to get it to four or five stars. From there, they work their way up to 11 stars by making experiences transformative, personalized, and memorable.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Connecting the Dots

OCTOBER 20, 2021

A customer delight formula does not require personal interaction on the phone. A customer delight forumla must be measured, analyzed, trained, and managed. Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. 48% of delight was created by chat, email or video chat.

Entertainment 62

Entertainment Coaching Airlines B2B 62

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Customers are complaining about extended wait times and an inability to reach their CSM. Best Practices.

Benchmark 98

Benchmark Finance Best practices Sales 98

NobelBiz

JANUARY 17, 2022

Average handling time varies according to a business’s customer experience philosophy, the products/services it delivers, and the organizational structure of its support group. AHT is a measure that, in general, reflects an attempt to improve customer exchange. To put it another way? How do you address this as a leader?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). This comparison, based on their tenure and other performance metrics, can lead to the provision of additional coaching if they are lagging the expectation or team performance, or benchmarking if they are exceeding the expectation and team performance. Login time. Available time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Consulting 52

Consulting Consulting Personalization Contact Center 52