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17 Must-Read Books for Support Managers

Nicereply

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

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People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Now our team can fully focus on taking action instead of going through the feedback.” - Sophie Lambrechts, Customer Experience Manager at Luminus. They serve 1.8 That used to be very time-consuming in the past.

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People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Now our team can fully focus on taking action instead of going through the feedback.” - Sophie Lambrechts, Customer Experience Manager at Luminus. They serve 1.8 That used to be very time-consuming in the past.

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Comment Luminus révolutionne le marché de l'énergie grâce à Hello Customer

Hello Customer

La pression est forte étant donné qu'en 2007, le gouvernement a libéralisé le marché, ce qui en a fait un environnement concurrentiel et axé sur les prix. Cela aide énormément les managers lors des sessions de coaching, puisqu'ils peuvent adapter la formation de manière individuelle en fonction des retours.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

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What Elephants and Customer Experiences Have in Common

CSM Magazine

We saw this in the last big recession spanning 2007-2009. Effortlessly link to workforce management (WFM) and quality management (QM) systems and messaging apps like Facebook Messenger, WeChat, or WhatsApp. Unleash the chatbot! The result of such workarounds regularly translates to a degradation of the customer experience.

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Stop Building CX Departments and Build Influence Instead

Horizon CX

A permanent autonomous CX department creates competition for access to clients with the operating departments – account management, customer service/success, etc. Work with operating leaders as a visionary, coach, facilitator, and sympathetic listener. — already charged and accountable for customer deliverables and outcomes.