Beyond Philosophy

APRIL 15, 2023

Our hope is that you can learn vicariously through us without having to suffer through similar pains yourself. Here are some other key moments in the discussion: 02:50 Colin shares what he learned about choosing the right companies for his career goals by mucking it up in his 20s with one company worse than the next.

Consulting 195

Consulting Consulting Customer Experience 195

Beyond Philosophy

FEBRUARY 14, 2020

Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. However, it also gave them direct access to us. Messina, who has a career in tech and tech platforms, recently co-founded and launched a conversational Artificial Intelligence (AI) company called Molly.

Technology 488

Technology Consulting Consulting Accountability 488

CCNG

MAY 11, 2022

We fail to acknowledge that applicants come to us from all walks of life, each with their own unique story. Using a database of 30 million profiles, Zippia, a career research firm, estimated there are over 417,188 call center agents currently employed in the U.S. (We Who is applying for call center jobs today?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Beyond Philosophy

APRIL 20, 2023

So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Therefore, you must learn about the company culture and product before joining a company. All of these activities will presumably reveal whether the company is a match for your next steps. Click here.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Beyond Philosophy

FEBRUARY 25, 2023

Moment that rivals some of the most significant in his career. 08:10 Colin shares a story about calling his health insurance company and how they did not respect his time, how that could result in his finding a new provider, and how they will never know why. Please tell us how we are doing! Check it out here.

Surveys 221

Surveys Customer Experience 221

CCNG

SEPTEMBER 14, 2022

I was sharing how I started as an agent, moved into leadership within centers and then I transitioned to the technology side becoming an executive in software companies that served the industry. I have met so many people over the 25 plus years in the space who like me, came up from the agent or supervisor level to make a spectacular career.

Contact Center 195

Contact Center Feedback Marketing Technology 195

Beyond Philosophy

JULY 19, 2019

I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. Company politics are ubiquitous and influential. Managing them is part and parcel of a career. As a senior vice president, at a large telecoms company, office politics surrounded me.

Management 268

Management Entertainment Consulting Consulting 268

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. It doesn’t enhance your career as an employee to avoid having a view. Subscribe today right here.

Consulting 221

Consulting Consulting Customer emotions Construction 221

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Why are companies so stuck on maintaining the same organizational structure? The company can get rave reviews and attract more customers. Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. However, my experience is to the contrary; company politics are all over the place.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

AUGUST 18, 2022

First, it helps us think about ourselves differently, emphasizing or identifying some things that might be strengths for us or areas of opportunity. Also, they might make us more empathetic by understanding that people think differently from ourselves. Gregariousness, which relates to how to like the company of others.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss, an online career community, recently released a report that said the happiest retail employees work at Nordstrom. Penney, Home Depot, Walgreens, AutoZone, Lowe’s, Toys R Us, The Gap and Ross Stores.) Opportunity for career growth. However, they also provide an excellent Employee Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

FEBRUARY 12, 2022

Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. The US Bureau of Labor and Statistics estimates that 20 percent of new small businesses don’t survive the year. Join us in celebrating our 20th anniversary over the next month.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

SEPTEMBER 3, 2022

Patterson takes the lead on this one, as a career-long believer in continuous improvement providing the following five rules she used in her first, and very successful, project with customer experience improvement: Define: What are you trying to accomplish? Please tell us how we are doing! Complete this short survey.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

CCNG

JANUARY 11, 2023

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received.

Customer Service 195

Customer Service CCNG Education Self service 195

Beyond Philosophy

APRIL 10, 2021

I was neck deep in company politics there, too. It seemed there was a void regarding managing company politics. In this episode, we share our 5 Rules for successfully managing your company politics that should work no matter where you are and whatever organizational climate you face. Don’t be naïve. Focus on the customer.

Management 195

Management Consulting Consulting Customer Experience 195

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Programs that establish the desired career paths, as well as additional avenues for growth, can help lay the groundwork for increasing employee satisfaction and reducing attrition.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Beyond Philosophy

JUNE 20, 2016

Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. Company Politics . These agendas were mainly not for the good of the company or the customer, but for the good of themselves personally. Speed – or lack thereof!

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. One of my leadership and career philosophies is “None of us are as clever as all of us.” We have much to learn from people that disagree with us. They had to adapt, quickly.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

NOVEMBER 14, 2020

There are a few things from this discussion everyone should remember in today’s business environment, which include: Each of us has failed at some point during our career in one way or another. Carbone says using technology and humanity combined can create what he describes as Experience Management 2.0. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Fonolo

JANUARY 19, 2023

This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. Mid and senior-level employees cost companies between 150% – 400% of their salary to replace. Indeed says, the average hourly rate for US call center agents is $16.50. The numbers are sobering. Bottom line? And don’t rush things.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. Where did you start your career? Not much differentiates us as individuals. What is your book about?

Customer Experience 318

Customer Experience Wireless Airlines Education 318

Beyond Philosophy

JANUARY 15, 2022

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction. Please tell us how we are doing!

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

Outsource Consultants

FEBRUARY 26, 2024

Although we remain “Switzerland” throughout your search process, we are still here to help you ask the right questions along your call center search journey to protect you and your company.” This unique understanding and database are what set us apart in the marketplace.” ’ I light up. I thrive on those chats.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

IdeasUnlimited

JUNE 9, 2023

With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. The group recognized outstanding performances, standout roles and shared career stories. A company full of happy workers is a company geared towards success.

Enterprise 98

Enterprise Personalization B2B Sales 98

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We believe it will fix everything for us. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

CX Accelerator

JANUARY 11, 2021

Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Customer service as a differentiator. , Blueprint for customer-centricity. ,

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Steve DiGioia

MAY 2, 2022

There are millions of us. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. So, what can pro wrestling teach us about customer service? 5 Things Pro Wrestling Teach Us About Customer Service. Ok, ok, so I’m a wrestling fan. Well, plenty.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Outsource Consultants

OCTOBER 25, 2023

South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. However, US companies over the last few years are seeing the strong potential of outsourcing to South Africa.

outsourcing 67

outsourcing Government Education Call Center 67

Playvox

MARCH 21, 2024

In the case of social media, there are many well-documented and viral examples of an agent providing poor customer service that then leads to a domino effect for the company’s brand. With something like this in place, you can give out badges that relate to company goals in a public forum. Research supports this statement.

Morale 90

Morale Contact Center Quality management Coaching 90

Call Design

AUGUST 25, 2021

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Nicereply

JULY 25, 2022

Are you considering a career as a customer service representative? Companies aren’t so busy and you have a lot of time to take some rest and prepare for an interview. Moreover, a career in customer service can be very rewarding if you are looking for a meaningful job and you love to help other people.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

ShepHyken

NOVEMBER 9, 2023

You’ve never learned it all, and you never stop learning! By monitoring your team and offering useful and time-sensitive feedback on things like how to promote internet phone services , you can help your agents grow in a way that suits the company and reduces staff turnover rates.

Customer Service 137

Customer Service Management Feedback Chatbots 137