ShepHyken

NOVEMBER 28, 2023

This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Technical Support 167

Technical Support Education Advertising Customer Service 167

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Alcon offers a voluntary program called Grad School for continuing education of their associates.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CSM Magazine

MARCH 31, 2023

By investing in comprehensive sexual harassment prevention training programs and procedures, employers can create a safe workplace environment where individuals feel respected and avoid discrimination or inappropriate conduct.

Construction 52

Construction Education Personalization 52

Fonolo

OCTOBER 26, 2022

Other ways to inspire intrinsic motivation include self-improvement and educational opportunities, as well as software to enable quicker wins. Do you have to train new hires, or can you trust a senior agent to mentor them? Help Them Soar with Education. Training opportunities offer the same satisfaction to your agents.

Call Center 142

Call Center Abandon rate Education Contact Center 142

AWS Machine Learning

JANUARY 13, 2023

As Parsons’ footprint moves into the cloud, their leadership recognized the need for a change in culture and a fundamental requirement to educate their engineering task force on the new cloud operating model, tools, and technologies. The education initiative in partnership with AWS was comprised of four phases.

Engineering 84

Engineering Education Transportation Enterprise 84

ShepHyken

APRIL 18, 2023

Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

B2C 161

B2C B2B Education Customer Service 161

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Business leaders only need an overview of service training content, not actual participation. Sustainable service education requires application.

Education 61

Education Coaching Best practices Employee engagement 61

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Resource: Leading Change by John P Kotter.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Integrity Solutions

OCTOBER 6, 2020

They participate in the sales process training and listen diligently in sales meetings. Reading books, attending workshops and listening to experts who share their selling secrets also isn’t going to make them successful. After all, you have all these loyal, honest, conscientious, good people on your sales team. But they don’t do it.

Sales 87

Sales Education Marketing Coaching 87

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. Perhaps that is because there is an old-fashioned notion that you have ethics or you don’t.

Morale 195

Morale Personalization Education Sales 195

Beyond Philosophy

JANUARY 2, 2019

They are not the right people to do the job in the first place, they have not had the proper training, or they have no authority and cannot enforce the new way of working. You could sign everyone up for a five-day training session, but it isn’t practical (and senior management wouldn’t attend anyway). Always be educating.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

CSM Practice

JUNE 19, 2019

Customer Success Training Plan. No doubt, customer training improves customer success and can greatly reduce churn by increasing user adoption and supporting a successful onboarding. The original assumption was that customer prefer on-site training and that their users did not like online videos.

Education 67

Education SaaS Feedback Accountability 67

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Call center training is crucial for agents, both of sales and support so that they can deliv­er exceptional cus­tomer ser­vice. Why call center training of agents? Call Center Agent Training Best Practices.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Myra Golden Media

APRIL 15, 2017

Not only could I not re-do it, I had to gear up for 2 full-days of training with another client – 3 days from that keynote. She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. .

Education 174

Education Personalization Customer Service Management 174

ConvergeOne

AUGUST 16, 2022

When ConvergeOne held a Ransomware Readiness event for public sector customers, it was well-attended, with a large number of representatives from our manufacturer partners and K-12, Higher Education, and City customers. SCHEDULE A RANSOMWARE READINESS WORKSHOP. We are making the call out there: We need to beat ransomware.

Education 70

Education Technology Management 70

Fonolo

OCTOBER 28, 2021

Train your agents’ soft skills with these best practices. Training should be part of every call center education plan, and that includes training for soft skills. Here are some best practices to consider when training for call center soft skills: Set an example. Invest in training.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion.

Technology 331

Technology Consulting Consulting Customer emotions 331

Comm100

JUNE 6, 2023

There is no doubt that higher education is facing a mental health crisis. The Department of Education has certainly recognized the gravity of the situation. The Department of Education has certainly recognized the gravity of the situation.

Education 52

Education Wait times Personalization Surveys 52

Totango

DECEMBER 28, 2021

This, in turn, depends on how much you invest in training your team. Creating standard operating procedures based on best practices establishes a foundation for effective training. Use your standard processes to create training procedures and tools for your staff.

Best practices 95

Best practices Benchmark Education Surveys 95

CSM Magazine

APRIL 20, 2023

Continuous learning and education A dependable customs broker should also offer regular training sessions or workshops to inform businesses about customs procedures and up-to-date regulations, fostering a better understanding of import clearance requirements.

Government 52

Government Transportation Education Technology 52

CSM Practice

JUNE 19, 2019

Customer Success Training Plan. No doubt, customer training improves customer success and can greatly reduce churn by increasing user adoption and supporting a successful onboarding. The original assumption was that customer prefer on-site training and that their users did not like online videos.

Education 40

Education SaaS Feedback Accountability 40

ConvergeOne

JUNE 3, 2021

This fact means cyberattacks and data breaches against education, individuals, businesses, and municipalities will continue to set new records and expose them to costly fines, downtime, compromised data, revenue loss, and potential reputational damage. Cybersecurity awareness training has been known to help reduce phishing attacks.

Education 94

Education Analytics Personalization Marketing 94

24-7 InTouch

JUNE 30, 2023

It is crucial to educate ourselves and promote understanding about this vibrant community, fostering an environment of inclusivity and acceptance. Promote Education and Awareness Education is a powerful tool for fostering understanding and dismantling biases.

Education 52

Education Healthcare Accountability 52

Comm100

JUNE 30, 2016

” And customer service training is vital to maintaining excellent customer relations. But not every team has the resources or time to create their own training regime. Customer Service Training by ALISON. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. Cost: Free.

Customer Service 55

Customer Service Banking Education Scripts 55

Fonolo

AUGUST 24, 2021

Healthy work environments are usually positive workplaces that value employee health and wellness, education, growth, and goal achievement. Offer training and learning opportunities. Your agents will have more confidence in serving customers if they have the proper training. What is a healthy work environment?

Call Center 148

Call Center Morale Best practices Contact Center 148

Up Your Service

SEPTEMBER 6, 2018

Many senior leaders assume that service performance improvement only requires a front-line training initiative. Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles. Quarterly workshops, webinars or conference calls with UP! Why is leadership engagement important?

Education 53

Education Management Best practices Employee engagement 53

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. Training and Education This is an important part of your career development.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

ShepHyken

JULY 1, 2016

Create training programs and professional development workshops. Educate your employees on exactly what your company stands for and how it differentiates from similar brands, products, or institutions. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ConvergeOne

MAY 24, 2022

Higher Education is seeking ways to engage students to not only keep them rooted to the campus community, but also to ensure they graduate. Institutions of higher education also provide a lucrative target for cybercrime, as there is a wealth of datapoints on students and staff all in one place. meaning they’re tuned out and disengaged.

Education 70

Education Consulting Consulting Contact Center 70

Fonolo

JANUARY 22, 2020

It’s fun, educational, and a great opportunity to build new relationships. The strong educational offerings alone make this customer support conference attractive, with plenty of opportunities to network both formally and informally with people from all strata of the customer service industry. Adobe Experience Summit , Las Vegas.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The presentation is shown to everyone in the training. Embrace failure.

Call Center 182

Call Center Management Scripts Coaching 182

JustCall

APRIL 23, 2020

The recent times have compelled every educational institution to shift to online sessions and courses. A Cleveland, Ohio based Skill Training Company found it increasingly difficult to cope with broken communication and customer churn. “All our workshops and training sessions now had to be provided online.

Interactive Voice Response 105

Interactive Voice Response CRM Healthcare Average Handle Time 105

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. Attend this training and turn it into your strength.

Contact Center 120

Contact Center CCNG Morale Coaching 120

360Connext

FEBRUARY 12, 2018

Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace. I use audio books to keep up with business reading when I ride the train. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer?

Education 88

Education Healthcare Scripts Customer centricity 88

CSM Magazine

JUNE 12, 2023

To combat contact center fraud effectively, businesses must adopt a multi-pronged approach that includes robust employee training, the implementation of advanced fraud detection solutions, and continuous monitoring of contact center operations. Conduct regular employee cybersecurity training sessions.

Contact Center 52

Contact Center Engineering Education Banking 52

SharpenCX

JUNE 16, 2021

If your diversity training efforts are too vague and sweeping, what good will that really do for your individual employees? Educate your team . Your whole team should be accountable and educated on what it means to include others. Train agents to be conscious of how they speak — both among themselves and to your customers. .

Call Center 67

Call Center Education Coaching Construction 67

NobelBiz

OCTOBER 24, 2023

Explore the hidden challenges that impact efficiency and discover practical solutions to navigate the ever-evolving landscape of technology, training, and customer data security. Your team should be like the heart and soul of your operation, fully trained and always putting the customer first. Let’s take a closer look.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104