ShepHyken

FEBRUARY 22, 2022

Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers. Every leader needs to understand their leadership style.

Coaching 307

Coaching Personalization Customer Service Management 307

Beyond Philosophy

DECEMBER 31, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. However, it doesn’t have to be. It reminds me of rabbits.

Consulting 221

Consulting Consulting Call Center Customer centricity 221

CCNG

DECEMBER 27, 2023

Our world today is grappling with a mix of formidable challenges. Add to this our daily personal, family and job stresses, and it's clear why many feel overwhelmed and ultimately disengage or worse. It's a complex landscape. What's the most effective tool we have for this?

CCNG 195

CCNG Employee engagement Contact Center Customer Care 195

Cisco - Contact Center

APRIL 11, 2024

It’s one thing to claim leadership in cloud security; it’s another to have that leadership acknowledged by industry experts. That’s why we’re thrilled to announce our recent recognition by Frost & Sul… Read more on Cisco Blogs

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Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Management 195

Management Feedback Customer Service Customer Experience 195

CCNG

JANUARY 31, 2024

How can we efficiently transfer the evolving knowledge to both our workers and customers? How do we manage that knowledge in a way that our multi-generational employees or gig workers can utilize? How do we serve up that same knowledge to our customers in the way they want it so they will continue to be our customers?

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Anything less is a failure, in our eyes, and requires corrective action and root cause analysis follow-up. Closing the Operational Gap.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Usually, not much. Rule #2: Be humble.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

CCNG

NOVEMBER 22, 2023

Supervisors, Managers, Directors, and all members of the departmental leadership team can implement strategies to foster an environment of inclusion and create Rock-Solid Employee Engagement. Creating a Rock-Solid Leadership Development Program means investing in middle management and arming the company for potential growth.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

NOVEMBER 1, 2023

Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

FEBRUARY 7, 2024

Leadership fatigue and burnout is Real. In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded. In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded.

Management 195

Management Marketing Technology 195

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. We ask our associates how we are doing in helping them excel at their jobs. ” “As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.”

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

CCNG

SEPTEMBER 13, 2023

Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / investment / capabilities, lessons learned, associate engagement success. Alcon senior leadership requires a 4 x 1 work schedule with Friday being a flex day.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

APRIL 10, 2019

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers. He began to lose respect for his leadership.

Customer Service 301

Customer Service Personalization Customer Experience 301

ShepHyken

JANUARY 28, 2020

They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. Quotes: “Our fundamental responsibility as leaders is to give people a circle of safety.”. Leadership looks at the people they have the privilege of leading and defines success as the development and growth of those people.”.

Employee engagement 347

Employee engagement Management Customer Service 347

CCNG

JULY 10, 2020

And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership. So today I’d like to talk about leadership. Inspires us. Motivates us.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago. So, what is EQ?

Management 195

Management Personalization Call Center Customer Experience 195

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. SERVANT LEADERSHIP Whatever your title or position, be a servant leader who will CARE for your people first. GREAT leadership is not top-down, one-way, communication to employees.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. We wrapped up our discussion by talking about "What is your company's 'why'?".

CCNG 195

CCNG Surveys Personalization Management 195

CCNG

SEPTEMBER 6, 2023

This is especially true for higher level leadership positions (Director and up). We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. If you don’t make progress with a hiring company you can always apply through the job postings.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

AUGUST 3, 2022

An Edinburgh Airport spokesperson said, “Unfortunately, we have seen a rise in the amount of abuse our teams are facing from passengers. Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .

Airlines 325

Airlines Customer Support Customer Service 325

ShepHyken

DECEMBER 6, 2022

The company’s leadership needs to be aligned with its customer experience goals. What is – What is the current state of our company’s culture? . What wows – How can we use innovative techniques and tools to push our goals? . What if – What could we fix that is out of line? . What is legal? .

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Cisco - Contact Center

MARCH 5, 2024

Today, I am thrilled to share exciting changes to Cisco’s Executive Leadership Team that are designed to accelerate our innovation, drive greater simplicity, and double-down on our growth e… Read more on Cisco Blogs

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ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

24-7 InTouch

FEBRUARY 13, 2024

Most significantly, Beliveo will signal IntouchCX’s entry into Mexico with a state-of-the-art facility located in Guadalajara, strong executive leadership, and continued partnerships with media and technology clients. Beliveo was founded in 2011, and has a focus on providing scaled operations to global brands from Mexico.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Contact Center Pipeline

AUGUST 23, 2017

Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Getting to this […].

Contact Center 393

Contact Center Enterprise Customer Service Analytics 393

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). The culture of any organization is defined by leadership. More and more people are complaining about bad customer service. A bad culture is the problem.

Customer Service 263

Customer Service Education Customer Experience Personalization 263

ShepHyken

MARCH 18, 2024

Specifically, we can create higher levels of personalization and use data to better understand our customers. My Comment: Our customer service and CX research found that only 18% of American consumers believe the government provides good customer service. Our customer support agents need AI more than our customers.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

Outsource Consultants

MARCH 27, 2024

As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions. Studies even show that companies with strong female leadership have higher employee engagement and retention. Strong Leadership and Growth Potential Women-owned businesses are experiencing tremendous growth.

Call Center 67

Call Center Government outsourcing call center workforce 67

Call Center Weekly

JULY 24, 2017

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. Agents need to be built up by the leadership team. When the front line has confidence in the leadership team, they will be more open to coaching, modifying their behaviors, and they’ll adapt to change easier.

Contact Center 273

Contact Center Morale B2C Coaching 273

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Playvox

MARCH 7, 2024

It also notes that proactively working on leadership and communication styles, strengthening hybrid and flexible work modalities, and delving into creating professional career plans, enables a clear and actionable path to climb the corporate ladder, encouraging the creation of more vacancies where women can grow professionally.

Best practices 87

Best practices Surveys Consulting Consulting 87

24-7 InTouch

NOVEMBER 2, 2023

This leadership change follows Greg Fettes’ immediate transition from Chief Executive Officer to his new role as Executive Chairman of IntouchCX and Laivly, where he will continue to advise on both companies strategic vision. said Kotecha.

Real estate 111

Real estate Finance Contact Center Technology 111

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

Contact Center Pipeline

APRIL 16, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies.

Contact Center 250

Contact Center Consulting Consulting Technology 250

ClearAction

MAY 25, 2023

The table above is a glimpse of our root cause resolution. Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118