CCNG

FEBRUARY 7, 2024

Leadership fatigue and burnout is Real. Today’s challenges of life and business such as market or supply chain fluctuations, wars, layoffs or threats of them, political unrest, inflation, and climate concerns have become “normal” daily contentions. and Canada reporting rates of 52% [1]. More on this in Part 2.)

Management 195

Management Marketing Technology 195

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 137

Customer Service Management Feedback Chatbots 137

CCNG

APRIL 13, 2021

CCaaS vendors keep up with market trends and regularly implement new capabilities and new versions of their software. Of course, on-premise-based solutions are still great solutions and the right option for many companies, so conducting the right level of due diligence on all of the solutions is a critical first step.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. ” “Paying above the market is certainly something that we do. How can companies turn customer support into a competitive advantage?

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

Outsource Consultants

MARCH 27, 2024

As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions. Studies even show that companies with strong female leadership have higher employee engagement and retention. Strong Leadership and Growth Potential Women-owned businesses are experiencing tremendous growth.

Call Center 67

Call Center Government outsourcing call center workforce 67

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

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

APRIL 25, 2023

Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay.

Sales 254

Sales Customer Service Marketing Personalization 254

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. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Healy Jones. George Kocher.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. Shep Hyken interviews Claire Sporton.

Big data 290

Big data SaaS Employee engagement Customer Experience 290

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Totango

FEBRUARY 23, 2024

It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). The first months in a leadership position are critical to setting the tone for your future with the organization. years on average. Those are great ways to build some trust,” Karen said. “And

Marketing 97

Marketing Enterprise Sales 97

ShepHyken

AUGUST 19, 2019

Email inquiries that had been redirected from a chat took an average response time of 20 hours – and some companies took more than two days! Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. The first place to go is to the leadership. Yes, culture is the first step.

Customer Service 291

Customer Service Chatbots Contact Center Metrics 291

24-7 InTouch

NOVEMBER 2, 2023

Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. Mitul and Shane are proven leaders who have been instrumental in our growth and success, and I am excited for their new roles and for what’s next in our company’s evolution as a disruptive market leader.”

Real estate 111

Real estate Finance Contact Center Technology 111

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 362

B2B Journey mapping B2C Telecommunications 362

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. The customer journey is essential to any company’s success. He shares how you can align your customer’s journey with their brand expectations.

Sales 307

Sales CRM Contact Center Customer retention 307

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity. How to create a 5-Star Experience for Your Customers Every Time. Share your business mission and vision with your team.

Advertising 347

Advertising Marketing Feedback Customer Experience 347

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. However, most companies confuse a loyalty program with a discount or incentive program. Does no one want to see change?

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

ShepHyken

MARCH 1, 2022

The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. Leadership needs to take advantage of their knowledge!

Consulting 161

Consulting Consulting Marketing Feedback 161

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

AUGUST 3, 2021

They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work. It’s like they’ve left the other companies in the dust.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Virtual Live Labs

DECEMBER 13, 2021

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. New organizational structures and new leadership development training are implemented. How can leadership drive change that won’t negatively impact performance? Change will always be part of business.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. New organizational structures and new leadership development training are implemented. How can leadership drive change that won’t negatively impact performance? Change will always be part of business.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Inbenta

JUNE 14, 2023

Rivera’s responsibilities include helping Inbenta solidify its leadership position as a responsible provider of Conversational AI solutions, especially important as the AI industry navigates new challenges, rapid adoption and regulatory interest. I am thrilled to join Inbenta’s leadership team as we embark on this mission.”

Government 98

Government Chatbots Enterprise Marketing 98

TechSee

FEBRUARY 6, 2024

As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

Enterprise 109

Enterprise Wait times Personalization Analytics 109

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. Expanded market penetration : stronger relationships generate more referrals and stem negative word-of-mouth. Accordingly, it minimizes waste and maximizes value.

Journey mapping 62

Journey mapping Consulting Consulting Finance 62

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer. .

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan takes on the role four years after joining the company following the acquisition of Team Vision, where he served as General Manager. ” Ioan MacRae, Chief Revenue Officer at Sabio, added: “Gabriel brings a wealth of leadership experience and a passion for customer success. .

Management 52

Management Consulting Consulting Marketing 52

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Automotive 52

Automotive Customer centricity Journey mapping Transportation 52

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

SmartAction

OCTOBER 2, 2023

FORT WORTH, Texas, August 8, 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce the appointment of its dynamic go-to-market team, a strategic alliance aimed at accelerating new growth opportunities and bolstering customer satisfaction.

Marketing 74

Marketing Virtual Agent Customer centricity Sales 74

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. That churn rate replaced GRR as the second top metric is a reflection of the economic uncertainty the market experienced in 2023. Metrics are the language of business. Gross revenue retention (GRR).

Metrics 52

Metrics Finance Surveys Marketing 52

CSM Magazine

FEBRUARY 12, 2024

Ask yourself what you wish to achieve: Is it brand awareness, lead generation, or establishing thought leadership? Organizing events that provide a global experience requires the help of an event production company. Once the objectives are in place, create a blueprint that aligns every element of the event with these targets.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing Customer centricity SaaS Coaching 52

Fonolo

JANUARY 28, 2021

FACT: ‘ Customer perception ’ is a term used to describe a consumer or a group of consumers’ thoughts and feelings about a company. They work closely with agents and keep a close eye on the ground while still maintaining a leadership role. Set and adhere to company values. Align with marketing efforts.

Contact Center 175

Contact Center Management Call Center Feedback 175

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