24-7 InTouch

JANUARY 23, 2024

In recent years, the corporate well-being landscape has undergone significant transformation. The Importance of Well-Being Programs It’s not enough to have standalone well-being programs – they must be interwoven into the fabric of the brand’s culture. All of these outcomes can significantly supercharge growth.

Metrics 52

Metrics Surveys Technology Personalization 52

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. How would you welcome people in - both as staff and clients?

Morale 164

Morale B2B Customer Experience Sales 164

ShepHyken

AUGUST 6, 2023

25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 156

Customer Service B2C Customer retention Government 156

Beyond Philosophy

MARCH 7, 2019

This lesson I learned when I was working at my last corporate gig at British Telecom. It was a cultural issue. Specifically, you need to know how your Customer Experience makes people feel. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

CSM Magazine

JANUARY 19, 2024

A strong foundation in business administration equips individuals with the necessary skills to navigate the complex world of business, making strategic decisions, managing people effectively, and maneuvering through the financial landscape. Effective People Management Effective people management is a core business administration skill.

Finance 59

Finance Technology Engineering Management 59

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Beyond Philosophy

NOVEMBER 22, 2017

Orientation : In this stage, the employee settles into the job, integrates with the corporate culture, familiarizes himself/herself with coworkers and management, and generally establishes his/her role within the organization. The same can be said of employees. The challenges in this stage are employee engagement and retention.

Banking 223

Banking Enterprise Consulting Consulting 223

Beyond Philosophy

MARCH 16, 2023

So, I wanted to share his insight here with you, too. For my part, people focus on the wrong things. Morgeson says that’s a common fallback excuse used in corporate culture, but it isn’t what the data shows. Years ago, in my corporate job, I was responsible for customer research and reporting it to the team.

Technology 221

Technology Marketing Self service Customer Experience 221

CX Accelerator

SEPTEMBER 16, 2022

Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Lack of process.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 83

Customer Experience Government Accountability Engineering 83

CSM Magazine

SEPTEMBER 14, 2023

At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa. email, chat, live, social, etc.) email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Global Response

FEBRUARY 28, 2024

The healthcare industry requires the highest level of precision and customer service. Patients need support as they navigate personal health issues and complex insurance coverage. Doctors’ offices, hospitals, and insurance providers can all become overwhelmed handling both patient care and back-end administrative tasks. It’s a win-win.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Noble Systems

JUNE 3, 2020

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used to explain that the culture of your company always determines success, regardless of how effective your strategy may be. It can often be difficult to identify what your company’s culture is.

Morale 85

Morale Contact Center Government Consulting 85

24-7 InTouch

FEBRUARY 28, 2023

“We need to teach people that it’s ok to show care for one another at work.” The concept of corporate well-being has changed dramatically over the last 20 years. How can high-growth companies integrate this value into their company culture successfully? Being a true advocate means taking actionable steps to support it.

Technology 52

Technology Personalization 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

BlueOcean

APRIL 20, 2023

The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business. If you haven’t listened already, I strongly urge you to on Apple Podcasts or Spotify.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

Blueship Call Center

DECEMBER 12, 2023

The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting. Conversely, choosing the wrong vendor might result in subpar work, a lot of stress, and higher than-anticipated outsourced expenses.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Beyond Philosophy

SEPTEMBER 13, 2016

It must also be recognized that people and processes in a business model, representing ‘inside-out’ advocacy creation with customers and ambassadorship with employees, are a priority before effective word-of-mouth initiatives can, or should, be launched. Be authentic, transparent, and honest. Be both strategic and tactical.

B2C 341

B2C B2B Wireless Customer centricity 341

The Northridge Group

MARCH 8, 2024

She believes working for a Woman-owned business after working at a fast-paced agency has provided a wealth of insight into the sharp contrast of managing people. “ Whatever the story, there’s lessons to be taken and to be learned. And yet, they smile. They thrive. These are their stories. I value those relationships immensely.”

Consulting 135

Consulting Consulting Telecommunications Advertising 135

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. People cry at their desks, sometimes past midnight. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims.

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

Toister Performance Solutions

APRIL 11, 2019

Bill Lumbergh, the clueless executive, announces a new culture initiative in an all-hands meeting. "So A new report from the consulting firm PwC shows this type of executive disconnect from corporate culture initiatives is real. Yet the true culture is how people think and act. I recommend this proven process.

Consulting 67

Consulting Consulting Surveys Feedback 67

Russel Lolacher

MARCH 2, 2022

People that will just pick up a phone or message back and forth to share some guidance, insight or an ear. One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. It’s strategic. It’s proactive.

Customer centricity 59

Customer centricity Accountability Enterprise Sales 59

Beyond Philosophy

JULY 4, 2016

Digital innovation in banking can be seen in the transformative way people transact and organize their finances. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. And, they prefer to co-create the services desired.

Banking 225

Banking Customer centricity Big data Finance 225

Peter Lavers

NOVEMBER 16, 2017

Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. Media meant one- or two-way communications devices e.g. TV, radio, telephone, website, email, webchat, face-to-face, etc. And things are still changing fast!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Nicereply

NOVEMBER 3, 2022

Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. Let’s explore how to ensure your customer support team truly reflects your organization’s customer-centric culture.

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

CX Global Media

JULY 12, 2019

You can get access to agent retention expert insights and tools anytime, anywhere. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Retention of productive agent is a major concern of HR professionals and business executives. Playbook and Planner.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. The Business Dictionary). falls short?

Customer Experience 73

Customer Experience Morale Sales Marketing 73

inmoment

JULY 9, 2019

Culture (Support System): Strong company culture isn’t strictly about benefits and perks. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. 5 Elements for Employee Experience Measurement.

Employee engagement 68

Employee engagement Surveys Metrics Feedback 68

SharpenCX

JUNE 23, 2020

It only takes a few pop culture references that you don’t understand to feel alienated from the rest of your group. These generational gaps cause more challenges than simply a few pop culture references getting lost in the mix. Challenge #1: Expectations in Company Culture and Work Styles. Ohh it’s a classic!

Management 76

Management Call Center Coaching Contact Center 76

Beyond Philosophy

AUGUST 15, 2019

Is it to reward people who interact with customers? There is observational data today in social media, also, meaning it’s not what people tell you in a poll but what people tell their friends. . The company’s manufacturing people, service delivery people, and so on, have metrics to gauge their quality.

Metrics 312

Metrics Finance Surveys Consulting 312

Lumoa

FEBRUARY 20, 2018

Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. This will lead you to reduce churn and increase your revenue. Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

CSM Magazine

JUNE 1, 2021

47% of agents say that customer sentiment is the biggest impact or detractor on workplace culture. New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Medallia was joined by Microsoft and EY Canada as sponsors of the research.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Nicereply

JUNE 20, 2023

I asked for her insights on recruiting in general , some key considerations for hiring customer experience talent, and how technology can (or cannot) help. Recruiting a customer experience talent is always a challenge. Hiring is important for every role at a company. The time and effort to interview, onboard, and train are costly.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

teleopti

SEPTEMBER 18, 2019

Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. It’s time to win friends and influence people, here are three ways to get started: 1. Involve your people in decision-making around new processes and technology.

Management 57

Management Customer advocacy Employee engagement Self service 57

Russel Lolacher

JUNE 15, 2021

“Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. All good and necessary. It got a little magical. Try it and see. #cx

Customer Service 128

Customer Service Journey mapping Surveys CRM 128