Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Steve DiGioia

OCTOBER 29, 2015

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia.

Advertising 213

Advertising Sales 213

Cisco - Contact Center

SEPTEMBER 10, 2023

Today, Cisco announced Nicole Isaac has joined the company’s Government Affairs organization as Vice President of Global Public Policy. Leading a team of experts, Nicole will drive Cisco’s policy age… Read more on Cisco Blogs

Government 52

Government 52

Playvox

NOVEMBER 1, 2022

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy? What’s The Purpose Of A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Pipkins

MARCH 3, 2020

Brush Up On Your Policies. It’s time to brush up on your policies. 3) Create policies that work best for your particular business, such as the number of hours, breaks and lunches, safety regulations, and security information. Brush up on your policies. Businesses and schools will all be closed for a long time.

Management 94

Management 94

ConvergeOne

MARCH 1, 2022

ConvergeOne works with school districts, higher education institutions, and organizations across many sectors to analyze their network security and prepare for the detailed assessments insurers are now requiring before a policy can be purchased.

Education 94

Education Technology Marketing Management 94

Cisco - Contact Center

MAY 25, 2023

It had been a hot minute since I last put together a blog, and I was thinking about what might be an interesting topic. Well, as is typical, I thought about what I’d recently run across, or worked… Read more on Cisco Blogs

98

98

Customer Service Life

NOVEMBER 18, 2020

What’s the policy in these cases? Finally, by employing this “one to say yes, two to say no” policy, we continue in our quest to do both what’s best for the customer AND the business. Two to say no” Policy in the Contact Center appeared first on Customer Service Life.

Contact Center 111

Contact Center Finance Customer centricity Management 111

CSM Magazine

JULY 20, 2023

As organizations embrace the benefits of remote and on-site work, it becomes essential to establish a robust hybrid work policy. Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance.

Accountability 40

Accountability Coaching Best practices Feedback 40

Olympia Consulting

DECEMBER 12, 2016

Recently, l had an interesting experience with an organization and their “customer policy”. It actually went past the normal language of most legal agreements and spelled out the do’s and … The post Customer Policies?? appeared first on Olympia Consulting.

Consulting 60

Consulting Consulting Customer Experience 60

SharpenCX

MARCH 6, 2018

The post The Dark Side Of Call Avoidance Policies appeared first on Sharpen Contact Center Software. It’s a fact - some agents are going to do sneaky things to get out of taking calls. But should they be fired for it? [.].

Contact center software 98

Contact center software Contact Center Customer Experience 98

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. The post 4 Ways Your Policies Can Ruin Your Customers’ Experiences appeared first on Win the Customer!

Customer Experience 136

Customer Experience Scripts Feedback Call Center 136

Guru

MARCH 18, 2020

This post includes a range of resources from templates for documenting a new remote work policy to tips on how to feel less isolated while working from home. If you are in the midst of a transition to remote work, we're here to help.

Management 80

Management 80

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Southwest mirrors these high-trust customer policies with equally trustful employee policies.

Customer Experience 63

Customer Experience Government Airlines Customer centricity 63

Talkdesk

SEPTEMBER 29, 2020

The post How much is your contact center security policy costing you? Let’s take a quick look at the return on investment (ROI) for contact center security as well as some tips to maximize this calculation. appeared first on Talkdesk.

Contact Center 82

Contact Center Customer Support Customer Experience 82

CSM Magazine

NOVEMBER 11, 2020

With so much data being exchanged and collected by all sorts of companies while people are surfing the Web, the importance of Privacy Policies are becoming more evident to everyone. Let’s explain what Privacy Policies are encompassing and why it’s important to read these important documents. What is a Privacy Policy?

Personalization 52

Personalization Technology Marketing 52

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

CSM Magazine

MAY 25, 2022

A lone worker policy is an official written document that outlines the dangers that are experienced by lone working personnel as well as the duties of both the employer and employee in ensuring that lone workers may operate in a safe environment. Why Is It Necessary for Me to Have a Policy for Lone Workers? Simple Is Best.

Accountability 52

Accountability Management Personalization 52

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. This ability stems from having those personal policies in place and speaking from your identity.

Personalization 358

Personalization Marketing Consulting Consulting 358

Rudy Vidal Consulting

MARCH 20, 2017

The manager quickly confirmed the system had the wrong price and carried out the policy for pricing errors: Apologizing for the inconvenience, she placing a “PAID” sticker on the bag and sent Joan home with two pounds of free lentils. The post When Good Policies Are Worthless appeared first on Rudy Vidal.

Sales 72

Sales Management Marketing 72

Rudy Vidal Consulting

JUNE 14, 2016

One of the aspects of corporate culture that is hardest to shift are outdated policies. But, why not put as much emphasis on policies that will cause “good things” to happen? Why can’t we have policies that proactively guide us to do things that create conditions for a preferred future state? Scary, huh?

Sales 45

Sales Customer Service Management 45

Talkdesk

DECEMBER 2, 2019

Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. Do nothing — It’s akin to not having a sick leave policy. It’s often best to start with a moderate policy, then assess behavior and tighten the rules if needed. Document and disseminate the policy.

Call Center 56

Call Center Morale Contact Center Personalization 56

Rudy Vidal Consulting

NOVEMBER 20, 2019

The manager quickly confirmed the system had the wrong price and carried out the policy for pricing errors: Apologizing for the inconvenience, she placing a “PAID” sticker on the bag and sent Joan home with two pounds of free lentils. The post When Good Policies Are Worthless appeared first on Vidal Consulting.

Consulting 40

Consulting Consulting Sales Management 40

Voiptime

FEBRUARY 18, 2022

As a manager, you have tested different schedules, attendance policies, incentives for your agents. Does it work? If so, there is no need to read this article. If it doesn’t you find the irresistible and proven ways to solve the tardiness, lateness, and absenteeism issues, using workforce management and useful tips.

Call Center 40

Call Center Management 40

Rudy Vidal Consulting

JUNE 14, 2016

One of the aspects of corporate culture that is hardest to shift are outdated policies. But, why not put as much emphasis on policies that will cause “good things” to happen? Why can’t we have policies that proactively guide us to do things that create conditions for a preferred future state? Scary, huh?

Consulting 40

Consulting Consulting Sales Customer Service 40

Ansafone

JUNE 20, 2018

When You Outsource FNOL Calls, Select an Outsourcer Able to Process All Policy Lines How many types of insurance policies does your company provide? The post Your FNOL Provider Should Cover All Type of Insurance Policies appeared first on Ansafone Contact Centers. Automotive, property, general liability, workmen’s comp?

Automotive 69

Automotive outsourcing Contact Center 69

The Center for Client Retention

MAY 29, 2018

Amazon’s return policies allowed customers to make returns hassle-free. Now they are internally reviewing this process and cancelling accounts of customers who they say abuse the Amazon return policies. The Wall Street Journal was one of the first periodicals to uncover this policy. It didn’t make sense.

Accountability 54

Accountability Sales Surveys Technology 54

Win the Customer

JULY 2, 2015

Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S.

Call Center 110

Call Center Customer Service Management 110

Cisco - Contact Center

JANUARY 26, 2024

This year we’ll see a movement for responsible, ethical use of AI that begins with clear AI governance frameworks that respect human rights and values. In 2024, we’re at a breathtaking cro… Read more on Cisco Blogs

Government 52

Government 52

Cincom

APRIL 30, 2020

The extended stay-at-home and work-from-home policies most businesses are operating under due to the COVID-19 pandemic will permanently change some aspects of our working world.

Sales 52

Sales Education Marketing Personalization 52

Cincom

APRIL 30, 2020

The extended stay-at-home and work-from-home policies most businesses are operating under due to the COVID-19 pandemic will permanently change some aspects of our working world.

Sales 52

Sales Education Marketing Personalization 52

Knowmax

JULY 31, 2020

Simplify Customer Service Policies With Advance Knowledge Management.

Customer Service 52

Customer Service Management Customer Experience 52

Beyond Philosophy

NOVEMBER 11, 2021

Somebody hit my car, and I had to make a claim on my Direct Line auto policy , one of the UK’s largest insurance companies. So, we dug a little deeper and found out that the employees weren’t taking management seriously about this new policy, so they hadn’t used their empowerment.

Consulting 383

Consulting Consulting Call Center Metrics 383

BlueOcean

APRIL 24, 2024

Here are just a few questions to get started. Does your organization have formal environmental policies and practices? Depending on the size of the outsourcers involved in your RFP bid, you may find varying levels of formality in their policies and practices. This is especially true for smaller, privately-owned companies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

ShepHyken

NOVEMBER 7, 2023

Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. Customers don’t consciously realize it, but the first time they do business with you, they have uncertainty. We must eliminate uncertainty with predictability and consistency.

Customer Service 235

Customer Service Customer Experience 235

Customers That Stick

OCTOBER 7, 2015

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Customer Service 146

Customer Service 146