Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Be GREAT out there!

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

OCTOBER 12, 2022

We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion. Wouldn’t that influence how they lead their teams? Wouldn’t that influence how they lead their teams?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Everything goes downhill.

Call Center 142

Call Center Abandon rate Education Contact Center 142

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Some of the answers were so inspiring!

Airlines 243

Airlines Contact Center Education Service level 243

Toister Performance Solutions

APRIL 27, 2023

Do your customer service goals inspire the team? It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees.

Self service 99

Self service Surveys Banking Customer centricity 99

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. I agree with this one, and it’s an area I have discussed before.

Customer retention 195

Customer retention Sales Consulting Consulting 195

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Oh, so that’s customer service, right?”

Customer centricity 282

Customer centricity Education Government Personalization 282

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. By having access to this technology, they can better understand the customer issue and thus provide a better fix.

B2B 266

B2B Customer Support CRM B2C 266

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. When reviewing, it’s important to set achievable goals for your employees.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Oh, so that’s customer service, right?”.

Customer centricity 208

Customer centricity Education Government Personalization 208

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Some of the answers were so inspiring! Zig Ziglar.

Airlines 182

Airlines Contact Center Education Service level 182

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Some of the answers were so inspiring! Zig Ziglar.

Airlines 182

Airlines Contact Center Education Service level 182

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Yet managers continue to fall short. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Callminer

APRIL 21, 2020

Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Oh, so that’s customer service, right?”.

Customer centricity 182

Customer centricity Education Government Personalization 182

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Recalibrating the team on current vs. desired future state performance. Refocusing team managers to listen to calls with the “ ear of the customer ”.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We give it to the customer-facing teams…. Because the employees have only been given the job description, what we want them to achieve in their daily work.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It’s about the promise of your organization. Measurable. Contextual.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

B2B 62

B2B Feedback B2C Enterprise 62

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Further, how customers feel they are serviced greatly impacts how they perceive your brand.

Customer Experience 77

Customer Experience First call resolution Employee engagement Contact Center 77

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? And what better way to expand your knowledge than picking up a book? They can also help refresh your memory with old knowledge and tactics you’ve nearly forgotten. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Real Blue Sky

NOVEMBER 21, 2023

It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations. With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), we’re reminded again.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

JustCall

DECEMBER 1, 2022

The leaders need to re-evaluate how to foster a positive experience and build a productive team. So how do you encourage remote call center agents? What opportunity can you offer them to significantly improve your return on investment? Over 25 % of virtual teams are underperforming.

Call Center 52

Call Center Management Agent burnout Scripts 52

Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Best practices 98

Best practices SaaS B2B Consulting 98

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

CSM Magazine

SEPTEMBER 11, 2023

He said: “Getting the most from your WFM tool isn’t just about software; it’s about the strategic alignment of operational processes and resources to meet overall business objectives.” It’s no secret that workforce management (WFM) is at the core of effective business operations.

Management 52

Management Entertainment Consulting Consulting 52