INDUSTRY INSIGHTS YOUR PEERS ARE READING
We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA). MORE
Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. Globitel Launches “Missed Call Notification” Service in MTN Sudan. MORE
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. MORE
Globitel Organizes Ramadan Iftar for Orphans. MORE
million for the full year 2011; increasing 10.6 % compared to the full year 2010. January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS. Teleopti reported total revenue of EUR 14.4 Earnings before interest and taxes (EBIT) equalled EUR 1.8 million, compared to EUR 0.3 million reported for 2010. MORE
Globitel Hosts Ramadan Iftar for its Staff in this Holy Month. During the holy month of Ramadan, Globitel , the leading telecom solutions provider, hosted an Iftar for all its employees and their families at the Marriott Hotel. MORE
Globitel at GSM Arab World conference. Globitel attended the GSM Arab World Conference that took place on June 6th – 7th in Amman, Jordan. MORE
52 By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. MORE
On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. Globitel Hits the Golf Course. MORE
Globitel Establishes Sales Force in East Africa. Globitel , the leading telecom solutions provider, has recently recruited an international expert in telecom software solutions, Mr. Christopher O. Oyugi, who is located in Kenya to manage sales Eastern Africa This employment falls in line to support Globitel ’s continuous business growth and expansions in Africa. MORE
Globitel Visits Pakistan to Strengthen Presence. Globitel , the leading telecom solutions provider, has recently visited Islamabad and Lahore – Pakistan, for five days to endorse the company’s operations in the country which has proven highly prolific for establishing affiliations. MORE
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others. MORE
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions. And bad customer experiences – even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Customer Service Brad Cleveland ICMI zappos.com MORE
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident. MORE
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully. MORE
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link]. Contact Center Brad Cleveland Call Center Customer Service MORE
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions. MORE
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. Thrive. Learn from interactions, and build a … Contact Center Customer Relationships MORE
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully. But there’s a significant inherent challenge, which … Call Center Contact Center Leadership MORE
Globitel Launches “My Status” Service for its Customers. MORE
I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer. Contact Center Customer Experiences Leadership Call Center Customer Service Employee relations Human resources MORE
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.” MORE
It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […]. Customer Experiences #ATT #ATTCustomerCare #CustExp #CustServ Customer Experience Customer Service Twitter MORE
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMI MORE
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs. Contact types: The major types of interactions that … Customer Access Strategy Brad Cleveland Call Center Customer Service routing service level MORE
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now? Here are some suggestions on high-level priorities: Develop a global view of your organization’s … Call Center Contact Center Leadership Brad Cleveland Customer Service economy support center MORE
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important. Questions establish context, and the best … Call Center Contact Center Leadership Brad Cleveland Customer Service ICMI MORE
We all know what is feels like to be a member of a great team. Even if you only experienced it for a short time, you know how fantastic it feels to have strong relationships at work , be stress free, confident, fulfilled, optimistic, and full of gratitude to be a member of a winner. MORE
Saying your people are your greatest asset is a very nice marketing statement. But would your integrity be questioned because there is no sustainable application to make it happen. MORE
The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. MORE
Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow). More specific, so that the reader doesn’t have to parse whether the study is addressing customer service or customer experience, was the American Express Global Customer Service Barometer, a 2011 survey covering the U.S. MORE
For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family. MORE
The Golden Peacock HR Excellence Award, introduced in 2011, The post Golden Peacock Win in HR appeared first on Concentrix. Concentrix wins prestigious Indian award Mumbai, India – Concentrix won the Golden Peacock HR Excellence Award! 2019 News NewsClip Awards MORE
What happens when your needs aren’t met? Can you recognize this in yourself? What about in others? A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. Why is this important? MORE
To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way. MORE
In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management. MORE
Shandong Unicom has placed their third order for a workforce management (WFM) solution from Huawei and Teleopti since 2011 MORE
Background. Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success. This efficiency and quality can be divided to two major categories: Information & Technology. Information in Call Center. Does the representative have all the information available to satisfy the customer’s need? MORE
2011 Related Topics Beyond Morale
OCTOBER 31, 2011
In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management.
Beyond Morale
OCTOBER 11, 2011
For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family.
Beyond Morale
DECEMBER 31, 2011
To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way.
Beyond Morale
SEPTEMBER 20, 2011
What happens when your needs aren’t met? Can you recognize this in yourself? What about in others? A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. Why is this important?
Beyond Morale
JULY 27, 2011
Saying your people are your greatest asset is a very nice marketing statement. But would your integrity be questioned because there is no sustainable application to make it happen.
Globitel
AUGUST 2, 2011
Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. Globitel Launches “Missed Call Notification” Service in MTN Sudan.
|
Globitel
OCTOBER 5, 2011
Globitel Launches “My Status” Service for its Customers.
Beyond Morale
AUGUST 24, 2011
We all know what is feels like to be a member of a great team. Even if you only experienced it for a short time, you know how fantastic it feels to have strong relationships at work , be stress free, confident, fulfilled, optimistic, and full of gratitude to be a member of a winner.
Globitel
AUGUST 17, 2011
Globitel Hosts Ramadan Iftar for its Staff in this Holy Month. During the holy month of Ramadan, Globitel , the leading telecom solutions provider, hosted an Iftar for all its employees and their families at the Marriott Hotel.
Globitel
AUGUST 13, 2011
Globitel Organizes Ramadan Iftar for Orphans.
Globitel
AUGUST 2, 2011
Globitel Visits Pakistan to Strengthen Presence. Globitel , the leading telecom solutions provider, has recently visited Islamabad and Lahore – Pakistan, for five days to endorse the company’s operations in the country which has proven highly prolific for establishing affiliations.
|
|
Globitel
JUNE 4, 2011
Globitel at GSM Arab World conference. Globitel attended the GSM Arab World Conference that took place on June 6th – 7th in Amman, Jordan.
Globitel
NOVEMBER 15, 2011
Jawwal is one of Globitel’s customers. The post Jawwal appeared first on Globitel. Our Customers Jawwal Globitel Customer
Globitel
NOVEMBER 15, 2011
Mobily is one of Globitel’s customers. The post Mobily appeared first on Globitel. Our Customers Mobily Globitel Customers
Bryant Richardson
OCTOBER 19, 2011
I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer. Contact Center Customer Experiences Leadership Call Center Customer Service Employee relations Human resources
Bryant Richardson
OCTOBER 12, 2011
It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […]. Customer Experiences #ATT #ATTCustomerCare #CustExp #CustServ Customer Experience Customer Service Twitter
Globitel
JULY 11, 2011
Globitel Establishes Sales Force in East Africa. Globitel , the leading telecom solutions provider, has recently recruited an international expert in telecom software solutions, Mr. Christopher O. Oyugi, who is located in Kenya to manage sales Eastern Africa This employment falls in line to support Globitel ’s continuous business growth and expansions in Africa.
SoliCall
MAY 31, 2011
Background. Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success. This efficiency and quality can be divided to two major categories: Information & Technology. Information in Call Center. Does the representative have all the information available to satisfy the customer’s need?
teleopti
OCTOBER 9, 2018
million for the full year 2011; increasing 10.6 % compared to the full year 2010. January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS. Teleopti reported total revenue of EUR 14.4 Earnings before interest and taxes (EBIT) equalled EUR 1.8 million, compared to EUR 0.3 million reported for 2010.
Brad Cleveland
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
Brad Cleveland
NOVEMBER 12, 2011
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. Thrive. Learn from interactions, and build a … Contact Center Customer Relationships
Brad Cleveland
OCTOBER 1, 2011
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully. But there’s a significant inherent challenge, which … Call Center Contact Center Leadership
Brad Cleveland
SEPTEMBER 13, 2011
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link]. Contact Center Brad Cleveland Call Center Customer Service
Brad Cleveland
SEPTEMBER 1, 2011
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.
Brad Cleveland
AUGUST 15, 2011
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.
Brad Cleveland
AUGUST 1, 2011
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Brad Cleveland
JULY 15, 2011
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others.
Brad Cleveland
JULY 1, 2011
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions. And bad customer experiences – even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Customer Service Brad Cleveland ICMI zappos.com
Brad Cleveland
JUNE 30, 2011
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now? Here are some suggestions on high-level priorities: Develop a global view of your organization’s … Call Center Contact Center Leadership Brad Cleveland Customer Service economy support center
Brad Cleveland
MAY 20, 2011
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important. Questions establish context, and the best … Call Center Contact Center Leadership Brad Cleveland Customer Service ICMI
Brad Cleveland
APRIL 29, 2011
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMI
Brad Cleveland
MARCH 15, 2011
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs. Contact types: The major types of interactions that … Customer Access Strategy Brad Cleveland Call Center Customer Service routing service level
Brad Cleveland
JANUARY 11, 2011
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.”
Concentrix
JANUARY 17, 2019
The Golden Peacock HR Excellence Award, introduced in 2011, The post Golden Peacock Win in HR appeared first on Concentrix. Concentrix wins prestigious Indian award Mumbai, India – Concentrix won the Golden Peacock HR Excellence Award! 2019 News NewsClip Awards
teleopti
OCTOBER 9, 2018
Shandong Unicom has placed their third order for a workforce management (WFM) solution from Huawei and Teleopti since 2011
Contact Center Pipeline
DECEMBER 20, 2017
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years.
Beyond Philosophy
FEBRUARY 15, 2018
The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.
PanTerra
FEBRUARY 28, 2017
billion in 2011. Microsoft bought Skype for $8.5 Small businesses have been using Skype successfully. According to Microsoft, Skype used to make 3 billion minutes of calls every day. The good thing about Skype is that it is available in almost every part of the world.
Beyond Philosophy
MAY 20, 2015
Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow). More specific, so that the reader doesn’t have to parse whether the study is addressing customer service or customer experience, was the American Express Global Customer Service Barometer, a 2011 survey covering the U.S.
Customer Experience Matters
MAY 10, 2018
We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).
Let's personalize your content