TechSee

JUNE 16, 2022

Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Customers expect better and faster pre and post purchase services. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Construction 406

Construction Chatbots Consulting Consulting 406

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Our step-by-step guide helps both to start and develop a voice of the customer program.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. So, how do you encourage your retail business to stand out by creating a company culture that employees feel invested in while offering top of the line customer service? 1. Empower Your Staff to be Efficient and Flexible.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. It includes interactions with people, processes, products and services. In This Article: What is Customer Experience?

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

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

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

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

Beyond Philosophy

MAY 5, 2022

Foster a culture of experimentation. This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. However, we should still try. Define the theory…or not.

Metrics 195

Metrics Consulting Consulting Surveys 195

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Now, as all you married people know, I was telling the truth in this instance, but there are times when I don’t. A culture that takes care of employees happens from the top down. A culture that takes care of employees happens from the top down.

Construction 341

Construction Consulting Consulting Customer Experience 341

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Beyond Philosophy

MAY 7, 2020

People almost universally align on their distaste for their cable company. Do you love your cable company? . If you do, you are in the minority. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

AUGUST 25, 2015

However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well. Laszlo Bock, Google’s senior vice president of People Operations explained in his book, “ Work Rules!”

Feedback 419

Feedback Customer Experience Management 419

Global Response

MARCH 27, 2024

By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. This comprehensive guide offers insight into how you can revolutionize your customer service through data-driven decision-making. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Peter Lavers

MAY 11, 2020

Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed! Are you building it, or compromising it through counter-cultural, knee-jerk, or short-term tactics? Insight led. Falling sales and profits?

Customer centricity 130

Customer centricity B2B Sales Accountability 130

Nicereply

NOVEMBER 16, 2023

The power of open-ended questions lies in the insights they unlock. The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. Unlike yes-or-no questions, open-ended ones pave the way for people to express themselves fully. ”, “How?”,

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Feedback 83

Feedback Chatbots Analytics Metrics 83

24-7 InTouch

JANUARY 23, 2024

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. EQ For Success Building a culture where collaboration, cooperation, and care are recognized as essential elements of success is critical for high growth brands.

Metrics 52

Metrics Surveys Technology Personalization 52

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

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

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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

Global Response

MARCH 26, 2024

You can even ask for references from their current and past clients to gather further insight. It streamlines processes, saves money, and improves the overall quality of customer service. While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

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

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible.

Morale 78

Morale Gamification Contact Center Quality management 78

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. Conference Coverts to On-demand Learning. CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Analytics 120

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

ShepHyken

MARCH 19, 2021

Their responses were insightful, specific, and encouraging, and we asked Shep if he would be happy to share them in guest post format on his website. I think the only qualification you need for a career in CX is a real passion for people. COO at ultimate.ai Sonja Hild, Customer Service Expert at BSH.

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. But one should stand strong among all the others: to keep on learning. Books are a fantastic resource to develop a brand new skill or to complement and improve an existing skill—like leading a team or hiring effectively. Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

24-7 InTouch

FEBRUARY 28, 2023

“We need to teach people that it’s ok to show care for one another at work.” How can high-growth companies integrate this value into their company culture successfully? shares his perspective on how companies can foster a culture of well-being while maintaining growth. Our SVP of Well-Being and Resilience, Chris Harrison, Ph.D.,

Technology 52

Technology Personalization 52

CX Global Media

JULY 8, 2019

During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. And the way to reach more people than ever before is to take advantage of the same technologies that have turned our industry upside-down. Conference Coverts to On-demand Learning.

Contact Center 120

Contact Center Education Coaching B2B 120

Peter Lavers

FEBRUARY 21, 2019

It presented a huge opportunity to learn about emerging technologies, get one-on-one advice from experts, and hear about the successes and challenges faced by global business leaders and industry disruptors. HR – staff engagement/talent/culture/performance management. here are the top 10: #AI - Artificial Intelligence.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

Integrity Solutions

JUNE 13, 2023

Manager behavior is a large driver of people leaving — or staying at — companies. According to research in MIT’s Sloan Management Review , toxic work culture is the biggest factor that leads to people quitting. Why does a coaching culture matter?

Coaching 86

Coaching Employee engagement Sales Management 86

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? Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

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