TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more.

B2C 156

B2C B2B Feedback Customer Experience 156

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

FEBRUARY 7, 2024

Leadership fatigue and burnout is Real. Forty-four percent of the global workforce is chronically stressed or burn-out, with the U.S. and Canada reporting rates of 52% [1]. In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded. More on this in Part 2.)

Management 195

Management Marketing Technology 195

24-7 InTouch

NOVEMBER 2, 2023

Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role.

Real estate 111

Real estate Finance Contact Center Technology 111

Outsource Consultants

MARCH 27, 2024

Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level. As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions.

Call Center 67

Call Center Government outsourcing call center workforce 67

CCNG

JANUARY 3, 2024

Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. The rightful challenge from leadership was that of sample-size. Our initial process was painfully manual.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

CCNG

OCTOBER 6, 2020

Yep, I’m guilty of all these virtual leadership sins! If you are using a global meeting calculator app to identify the ideal time to meet, or you are identifying ways to maintain focus and engagement, you are proactively adapting to virtual leadership. You will save yourself time and potential embarrassment!

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

JANUARY 12, 2021

The other half is the people in the trenches, who connect those leaders and companies with solutions. If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment). If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).

Customer centricity 184

Customer centricity Customer Experience Customer Service 184

Beyond Philosophy

APRIL 15, 2019

Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. However, with employees scattered around the globe and the regular employee churn an organization has, keeping a company’s customer culture alive is difficult. Implementation can have its challenges.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Playvox

MARCH 7, 2024

Deloitte’s Women @ Work: A Global Outlook 2023 report presents findings from over 5,000 women surveyed in 10 countries, highlighting the importance of hybrid work, schedule flexibility, and a more significant commitment from organizations to support gender pay gap and gender equality.

Best practices 87

Best practices Surveys Consulting Consulting 87

Momentum Telecom

AUGUST 22, 2023

Acquisition Expands Reach of Momentum’s Managed Network Offering ATLANTA – August 22, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has completed its transaction to acquire Asset Black , a Savannah, Ga.-based based managed network provider.

Customer centricity 98

Customer centricity Sales Management 98

Steve DiGioia

FEBRUARY 7, 2022

” What is a Company Standard? A company standard is the “specification of a product or process to be repeatedly and consistently used in the company”, (IGI Global). ” Are Company Standards Important? Wow, that sure sums it up! Many just want a paycheck.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Inbenta

JUNE 14, 2023

Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform. As the market matures, security, compliance and privacy will become a top priority for companies looking to leverage AI solutions.

Government 98

Government Chatbots Enterprise Marketing 98

CCNG

MARCH 16, 2022

We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. We are currently in a season with a focus on Leadership. Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. A notoriously difficult group to reach are conspiracy theorists called the Flat Earthers, people who reject the idea of global earth.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Reichheld says most companies have mangled the original NPS concept with leaderboards that compare scores between employees or withholding compensation related to it. Reichheld started investing in the companies that consistently scored well.

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

FEBRUARY 28, 2022

It’s Time to Change How We Build Companies & Brands by Chris Malone. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. It seems obvious, but if that were true, more companies would be focusing on these two very important ideas?

Customer Service 173

Customer Service Customer Experience Personalization Sales 173

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

JULY 17, 2023

While prioritizing customers over employees can drive short-term revenue growth, it will cost companies in long-term employee retention and engagement. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. You’ll have to share your information (name, email, company, etc.)

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty.

Customer Service 59

Customer Service Scripts Banking Analytics 59

Momentum Telecom

OCTOBER 10, 2023

By integrating G12 Communications’ expertise in voice-enabled Microsoft Teams and Operator Connect solutions into Momentum’s portfolio, the company is poised to offer an unparalleled suite of services to customers. “We All business is human—and when custom technology empowers human ingenuity, people and companies thrive.

Technology 98

Technology Management Marketing 98

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

24-7 InTouch

MARCH 8, 2023

Read on for Darlene’s thoughts on empowering women in the workplace, challenges companies face when addressing DEI, and her strategy for developing a diverse and inclusive global team at IntouchCX. Women are underrepresented in key leadership roles within organizations.

Metrics 98

Metrics Personalization 98

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. Yes, by prevention of issues.

Journey mapping 62

Journey mapping Consulting Consulting Finance 62

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 75

Customer Experience Customer centricity Customer Care Best practices 75

Transparent BPO

OCTOBER 27, 2023

The awards honor and recognize the companies, contact centers, and individuals who provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

outsourcing 62

outsourcing Contact Center Customer Service 62

ShepHyken

JUNE 13, 2022

Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. consumers’ perceptions of 221 companies and federal agencies. Between supply chain problems and employee issues, it is difficult for many companies to provide the same level of service they have in the past.

Customer Service 167

Customer Service Government Customer Experience Sales 167

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Rodriguez replaces outgoing MD Santiago Martinez, who is stepping down from the position after four years in charge.

Management 52

Management Consulting Consulting Marketing 52

24-7 InTouch

JANUARY 13, 2023

“ 24-7 Intouch , a global leader in contact center and technology solutions, announced today it is changing its corporate name to IntouchCX to better align with its accelerated growth, new solution offerings, and positioning as a market innovator. IntouchCX currently operates globally in a work from anywhere model.

Employee engagement 98

Employee engagement Contact Center Technology Marketing 98

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. About C Space.

Technology 98

Technology Engineering Consulting Consulting 98

aircall

JULY 18, 2022

ET – Aircall, the business phone system , today announced that Michael Haske will join the company as Chief Executive Officer (CEO) effective September 2, 2022. Pailhes co-founded Aircall in 2014 and has led the global company to achieve over $1bn valuation and scale to serve more than 13,000 customers in over 100 countries.

SaaS 62

SaaS Marketing Management 62

Acquire BPO

MARCH 2, 2021

Matt will drive strategy, streamline operations and maximize performance across several key areas of the organization, including the global HR process, compliance and Workforce Management (WFM). His leadership will ensure we continue to help our clients #OutsourceWithConfidence. I’m delighted for Matt to join us as COO.

outsourcing 98

outsourcing Engineering Surveys Sales 98

IdeasUnlimited

MARCH 28, 2024

This recognition by the Houston Award Program, acknowledges the company’s outstanding contributions to the local community and its exceptional service in the business sector. With its global reach, round-the-clock availability, and diverse range of services, IdeasUnlimited is redefining global support, one satisfied customer at a time.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

Transparent BPO

OCTOBER 15, 2020

FOR IMMEDIATE RELEASE Financial veteran Natalie Dickey will serve a role to support the rapidly growing company Rockville, MD (October 15, 2020) — Transparent BPO, a global contact center, and business process outsourcer, today announced the hiring of Natalie Dickey as Vice President of Finance. appeared first on Transparent BPO.

Business Process Outsourcing 114

Business Process Outsourcing Finance outsourcing Contact Center 114

COPC

MAY 23, 2023

Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention. ’s Employee Engagement Research uncovered a crucial takeaway for effective team leadership in the contact center industry: the power of education and skill building.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88