CSM Magazine

MAY 12, 2022

In our last article , I outlined technology guides to enable heightened wellbeing across the contact centre and de-stress employees in the face of increasing complexity. I summarised the benefits of Workforce Engagement Management (WEM) solutions and their power to de-stress agents, supervisors and senior managers. About the Author.

Coaching 59

Coaching Analytics Chatbots Self service 59

CustomerServ

DECEMBER 16, 2022

In contrast, other companies and brands said that it was their best year on record. However, the Philippines is, and will likely remain, the de facto offshore destination for English-language BPO services. Other companies continue to experience a spike in demand and increased volumes, calling for more call center agents.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

BlueOcean

OCTOBER 4, 2022

Anne Bibb, founder and CEO of Remote Evolution , says the companies who invest in the employee experience realize growth four times faster than those that don’t. And—most importantly—understand that a strong communication strategy looks different from one company to the next—there’s no size fits all. First, get back to basics. “If

Entertainment 62

Entertainment Customer Experience Contact Center Technology 62

Nicereply

JUNE 21, 2021

These skills can be hard to illustrate in an interview and require development throughout your career. Early in my technical support career, a customer asked me about an unusual upgrade path. When you remain calm, it will help de-escalate the situation and give the customer confidence in your response. Speaking Up.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

CSM Magazine

NOVEMBER 3, 2022

According to 88% of contact centre managers, brand perception also directly influences overall company revenue. Do a better PR job on agent careers – with recruitment, attrition, and retention being key priorities, it is more important than ever that careers in customer service are seen positively by the general public.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

OCTOBER 5, 2021

These threats are highly crucial for governments, large companies, high-profile individuals, and top organizations. De La Salle – College of Benild also offers an Executive Diploma Program in Cybersecurity to finally kickstart your career in defeating cyber pirates.

Government 52

Government Engineering Technology 52

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. What is it that motivated you to advance your career in the customer experience profession?

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

Nicereply

AUGUST 22, 2022

At the health insurance company Sana Benefits, Director of Member Operations, Hilary Dudek and her team deal with this every day. The best support agents that I’ve worked with in my career all, without fail, have an extremely high emotional intelligence that enables them to excel at what they do. I understand you’re feeling ABC.

Customer emotions 52

Customer emotions Healthcare Service level Management 52

Vcaretec

JULY 27, 2020

For this reason, many businesses choose to outsource their support to customer care specialists who are specifically trained in empathy, de-escalation, and problem solving. Call centers offer fantastic careers internationally, so there will be a large candidate pool to choose from. Time zones can become an issue.

Call Center 52

Call Center outsourcing Airlines Education 52

C Space

JANUARY 19, 2021

My goal is to end LGBTQ+ discrimination for anyone wanting to pursue their careers and livelihood irrespective of gender, identity or sexual orientation.”. He is a leading consultant on the subject of Brand Ethics and has advised over 50 of the top global Fortune 500 companies on LGBTQ+ topics.

Consulting 52

Consulting Consulting Finance Marketing 52

Anexa BPO

SEPTEMBER 5, 2021

Even companies that were deemed “essential services” had to navigate the newly implemented processes that were necessary to safely keep their doors open. And here’s where BPO (business process outsourcing) companies can support those types of initiatives. It’s common knowledge that world-wide economies were shattered by COVID-19.

outsourcing 40

outsourcing Business Process Outsourcing Technical Support Sales 40

ijgolding

MARCH 27, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the fourth of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; and the third with Kathy van de Laar – here ). In my opinion, it is simple.

Customer Experience 59

Customer Experience Engineering Technology Personalization 59

Balto

AUGUST 13, 2022

The supervisor role was simply the next step toward better pay and career growth. Many companies implementing a flat organizational structure ask people to do a little of everything a supervisor would do — QA calls, set up schedules, train new agents, etc. Well, maybe. Not everyone is itching to manage people. Incentives: A Mixed Bag.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Amity

NOVEMBER 28, 2018

[ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. I started my career at SAP as product support, and then went on to be a consultant. In your everyday life, what does success look like?

Coaching 106

Coaching SaaS Metrics Accountability 106

Monet Software

FEBRUARY 19, 2019

Others seek a career. This is the time to de-stress. Better training results in better performance, and more individualized attention results in agents feeling more valued by the company. We believe in spreading the love to your agents as well. Here are three tips to keep their hearts loyal to your contact center.

Contact Center 59

Contact Center Analytics Coaching Interactive Voice Response 59

SharpenCX

JUNE 23, 2020

Challenge #1: Expectations in Company Culture and Work Styles. Gen Z and Millenials often care about mental health issues and prefer companies that also value a healthy work-life balance. As a leader in your company, it’s difficult to know the best way to accommodate these varying expectations.

Management 76

Management Call Center Coaching Contact Center 76

Help Scout

JANUARY 27, 2019

Help Scout is still a small company, and our Customers Team finds itself not just delivering great support for a constantly improving and expanding product, but also delivering elements of our sales, finance, business development, and marketing functions. Career growth for customer support agents. Culture Specialist.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

Nicereply

JANUARY 25, 2023

So this clarity and training helps with career development when people have yearning to grow or move to other parts of the organization. Many companies cascade goals from “Company” to “Team.” Training on how, where, and what they can do as part of their role is one step of a self-sustaining team.

Coaching 52

Coaching Employee engagement Metrics Engineering 52

SharpenCX

MAY 26, 2020

The Temkin Group reports that 87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. Use 1:1s to create a career path with your agents or supervisors. And, what’s the effect of these well-researched answers?

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Amity

FEBRUARY 6, 2017

Say you’ve built a career supporting customers. ” If you were to draw a venn diagram on what makes a Customer Support and Success Professional effective, there would be a definite overlap, so it is not unprecedented to think this could be a natural career move. It’s what you enjoy, or in the least have fallen into.

Customer Support 87

Customer Support Analytics Surveys Personalization 87

Russel Lolacher

SEPTEMBER 6, 2022

A few reasons they are awesome – They are the co-founders of Talent Collective, a consulting agency helping organizations grow their talent through effective coaching, compensation planning and career design. Crystal has played key hiring roles in companies such as Yelp and has advised 50+ startups. Over to Annika. Well, damn.

Consulting 52

Consulting Consulting Coaching Marketing 52

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. That accomplishment may be somewhat de rigueur these days but my sense is that this might be the extent of it within some organizations.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

NICE inContact

JANUARY 19, 2016

An agent’s relationship often begins many weeks prior to handling the first customer interaction and academic research has found that the candidate’s perception of the hiring process has a direct impact on his or her overall satisfaction with the company and his or her performance potential. Each phase is de. Jobs, and the like.

Entertainment 48

Entertainment Contact Center Coaching Employee engagement 48

Nicereply

MARCH 31, 2019

Imagine if ALL your support calls involved a 10 hour, 46-minute romp (like that now-legendary Zappos call ) through any topic under the sun, dictated only by where your customer’s joie de vivre takes them? And the word on the street is that support agents just love these calls.

Wireless 81

Wireless Surveys Self service Personalization 81

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. A common mistake is to confuse job perks with company culture. And the key to achieving that is to build a thriving company culture. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

VirtualPBX

JUNE 4, 2020

The company has used Slack extensively, and within its talks to “dramatically reduce meetings and the number of emails sent,” other project management software has been considered. Prioritizing Company Culture. Nguyen noted that this daily video call has helped keep the company culture alive. It’s helped us tremendously.

Engineering 84

Engineering Education Personalization Morale 84

Contact Center Geek

MARCH 22, 2019

She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls. She is taught all about the products and services your company offers and how to overcome objections and answer customer questions.

Management 48

Management Coaching Contact Center Schedule adherence 48

Fonolo

MARCH 17, 2020

Almost four years ago we decided that our company … needed to change. For an automotive company, in a rapidly changing and highly competitive environment, poor customer service is the kiss of death,” Romano wrote, with strategic scrutiny. A Career Takes Flight (or Rather, Takes Off). It’s a lot of information.

Automotive 67

Automotive Abandon rate Feedback Technology 67

SharpenCX

FEBRUARY 4, 2020

Trends show as companies use more technology, they also rely heavily on those with strong people skills to help implement the tech. Your job also requires you to care for and manage a whole team of individual personalities with needs and career goals. How can you resolve conflict without using words to de-escalate emotions?

Call Center 84

Call Center Management Coaching Contact Center 84

CX Journey

NOVEMBER 6, 2014

Among us we have two family men, two career people, one small business owner, and a so-called “dirtbag climber” working at least two jobs to make ends meet. More to the point, none of us knows our way around the roads of this beast known as Ciudad de México. How many days exist between now and our climb date? Conclusion: Guide, please!

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Callminer

MARCH 6, 2020

Hassan Alnassir is the founder & owner of Premium Joy , a toy company selling educational foam playthings for children. This question helps you to assess whether the employee’s values in this regard align with yours as a company. Maciej Duszynski is the career expert at Zety. Have you tried our product/service? PremiumJoy.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Hassan Alnassir is the founder & owner of Premium Joy , a toy company selling educational foam playthings for children. This question helps you to assess whether the employee’s values in this regard align with yours as a company. Maciej Duszynski is the career expert at Zety. Have you tried our product/service? PremiumJoy.

Management 182

Management Customer Service Consulting Consulting 182

Nicereply

NOVEMBER 7, 2023

It could eventually have ramifications on their job at the company. Maybe you know your agent wants to develop their career into a leadership or executive role. When we don’t de-escalate and address their concerns appropriately, they feel like we’re not listening which increases their frustration. Assume good faith.

Feedback 59

Feedback Construction Scripts Engineering 59

SmartKarrot

JUNE 10, 2020

This blog is mainly focused on career building tips along with latest CS insights from the industry. #4 By Diana De Jesus. Andrew was tired of hearing stories about some magical silver bullet that solved churn for company X. 5 Subscribed: Why the Subscription Model Will Be Your Company’s Future. 3 Success Coaching.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

CSM Magazine

MARCH 30, 2020

No one really expects you to know everything so share whatever is known and make the information visible through email, the company intranet, company website or social media. A lot of companies are communicating internally on a daily and even hourly basis. Do your best to de-mystify fear and reduce panic. Show Empathy .

Government 119

Government Airlines Coaching Personalization 119