Beyond Philosophy

MAY 5, 2022

Luckily for me, my podcast partner, Professor Ryan Hamilton from Emory University, is an expert in this, so he shared his five rules for creating behavioral experiments in a recent episode that I thought I would share here well. Foster a culture of experimentation. Shockingly (ahem), they did. Luckily, no one died.

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. It’s a question many of you have been asked as well, in various forms. 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.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

MARCH 7, 2019

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. Most people can write a decent survey question that is clear and unbiased.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

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. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Liveops

OCTOBER 11, 2018

Matching culture and language resolves customer needs faster. Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents. not only have an inherent understanding of the same culture as a U.S.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. 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

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. In the NFL, the best teams are those that consistently draft well. In the NFL, the best teams are those that consistently draft well.

Coaching 60

Coaching Sales Accountability CRM 60

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. by Jeremy Watkin and Community.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

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

ShepHyken

AUGUST 7, 2020

Remember, Walt Disney once said, “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do. Know Your Customers Well. Always Ask For Customer Feedback.

Customer Service 313

Customer Service Feedback Personalization Surveys 313

Beyond Philosophy

DECEMBER 5, 2016

There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer behavior. Wells Fargo Scandal. At Wells Fargo, it can be argued that none of these exist.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. Sadly, many people think that it’s all about just giving the customer what she wants, saying “yes,” and bending over backwards for her. An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer centricity 200

Customer centricity Journey mapping Feedback Customer Care 200

ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

24-7 InTouch

JANUARY 23, 2024

In recent years, the corporate well-being landscape has undergone significant transformation. Initially, well-being programs focused primarily on physical health as part of employee benefits. However, a shift has occurred in recognizing that well-being includes mental health as well as physical health.

Metrics 52

Metrics Surveys Technology Personalization 52

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

Global Response

NOVEMBER 6, 2023

This goes for call center outsourcing providers as well. Outsourcing is a common business practice—but is it a good one? Some companies may wonder if working with an outsourcing company—especially in another country—is even ethical. Sure, it may be more affordable, but is it a good idea?

outsourcing 62

outsourcing Call Center Transportation Metrics 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

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. High-quality call centers are a cornerstone of success for businesses in today’s competitive landscape.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. It’s about empowering people with technology. How did we get here?

Enterprise 52

Enterprise Technology Customer Experience Management 52

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. High-quality call centers are a cornerstone of success for businesses in today’s competitive landscape.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

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

JivoChat

APRIL 23, 2023

That’s not quite at Facebook levels, but it’s astonishing given the form of the content, and it reflects the platform quickly becoming a hotbed for viral content and cultural exchange. After all, short video clips cross cultural divides very effectively. Music, facial expressions, dances: they function universally.

Advertising 75

Advertising Marketing Analytics Metrics 75

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

Expivia

JANUARY 26, 2022

There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. . There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. . Define Your Call Center Culture.

Call Center 105

Call Center Contact Center Management Employee engagement 105

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. In more recent years, many brands have advocated for employee and organizational well-being. Our SVP of Well-Being and Resilience, Chris Harrison, Ph.D.,

Technology 52

Technology Personalization 52

DMG Consulting

FEBRUARY 19, 2024

Work experience and culture make a difference. These insights are very relevant to contact centers, and they help explain the extremely high levels of dissatisfaction in these operations today in the U.S. As it turns out, these departments perform extremely well and effectively regardless of whether agents are onsite or remote.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

Fonolo

JANUARY 17, 2023

When people talk about conversational AI, they’re usually referring to chatbots. To get started with this technology, companies will need to identify and quantify agents’ skills and expertise, as well as their personality type and communication style. It’s clear that AI’s impact on customer care and CX will be profound.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

CSM Magazine

MARCH 6, 2024

Tools like these can help improve efficiency and output by providing insights into daily operations. This isn’t about breathing down people’s necks. Fostering a Culture of Accountability People tend to bring a sense of responsibility when they know their productivity is being monitored.

industry standards 52

industry standards Benchmark Coaching Accountability 52

Lumoa

MARCH 8, 2023

This is easier said than done, especially for the bigger companies with well-established protocols, but change is imperative for future success. In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

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

Nicereply

MARCH 14, 2023

Notable quote: “ How do we get people to act on our ideas? But one should stand strong among all the others: to keep on learning. 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. Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

Peter Lavers

FEBRUARY 24, 2015

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. Anyway, as a small contribution to fill this gap, let me share a few reflections on what I have found helpful to consider when creating a customer insight strategy. How can customer insight help achieve the goals of the business strategy?

Best practices 162

Best practices Marketing Benchmark Feedback 162

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

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. Create a positive customer-centric culture amidst the support team. Improve your operator’s ability to communicate well with your customers. Well, let’s bring that notion to a halt. Theodore Roosevelt. Understand your team members better.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

The Northridge Group

AUGUST 31, 2023

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67