Nicereply

MARCH 14, 2023

A book about leadership skills The Culture Map By Erin Meyer Published: 2014 Length: 290 pages The Culture Map should be an indispensable book on your shelf if you lead multicultural teams or have customers from different backgrounds (and that’s pretty much all of us). You’ve become the bad person in this scene.

Management 98

Management Call Center Metrics Entertainment 98

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. 1 UK Attraction ” on Thursday, October 30th 2014. He has supported it with his actions. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. I am sure you’ll have a great time!

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I''ve made some modifications.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. 1 UK Attraction ” on Thursday, October 30th 2014. He has supported it with his actions. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. I am sure you’ll have a great time!

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. Analytics – Track key performance indicators for individuals and teams, so you can identify weak points, coach call agents, and make overall improvements in customer service. Customer service entails providing excellent service and support to current and future customers.

Call Center 126

Call Center Best practices call center software CRM 126

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S At a small 2-30 person company we are coaching CEO’s and team leads.

SaaS 84

SaaS Consulting Consulting Coaching 84

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Hire and grow servant leaders: Your team leads and coaches set the tone for their teams.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. She worked as an account supervisor and operations manager until 2014, when she was promoted to account manager. .” Jayme started her career with Clearlink eight years ago as a sales agent. Clearlink has completely supported my growth.”

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. She worked as an account supervisor and operations manager until 2014, when she was promoted to account manager. .” Jayme started her career with Clearlink eight years ago as a sales agent. Clearlink has completely supported my growth.”

Accountability 98

Accountability Coaching Education Telecommunications 98

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. If you are a customer service leader, spend time training and coaching your employees on listening skills. According to Salesforce, I'm on one of the most productive salespeople. That's not really true.

Coaching 61

Coaching Surveys Sales Contact Center 61

Verint

DECEMBER 28, 2017

Hence, in 2014, One Millimeter Mindset customer retention became the logical next-step evolution of Sales Aerobics for Engineers®. Let’s discuss how One Millimeter Mindset workshops and leadership coaching can help rediscover the innovative mindset upon which you founded your company. Ours is a holistic dialogue. Then, contact me.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Talkdesk

JULY 8, 2016

Since its release in 2014, Slack has become a force to be reckoned with. These can pose significant challenges for agent coaching and other vital day-to-day tasks that occur in the call center. For example, Talkdesk for Slack’s agent coaching feature is a new take on the traditional call whispering feature.

call center software 40

call center software Morale Call Center Coaching 40

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. He now carries forward the CX torch that I initially lit but today within a much larger enterprise as the result of a recent merger.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. In 2014, I decided that I wanted to be in another function.

B2C 65

B2C Finance Customer centricity B2B 65

CSM Magazine

MARCH 31, 2020

Train your support team to view customer training like they would coaching. She joined the company in 2014 as the first customer success hire and has since scaled the department into three, distinct functional groups made up of 31 people across two offices in Edmonton, AB, and Toronto, ON, Canada. About the Author.

Benchmark 52

Benchmark Coaching Customer Service Consulting 52

CrazyCall

SEPTEMBER 4, 2018

Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Sales Coach & Chief Connections Officer at Make It Great Institute. Must-read: Zero to IPO: Lessons From The Unlikely Story of HubSpot.

Sales 129

Sales SaaS CRM B2B 129

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. In 2014, I decided that I wanted to be in another function.

B2C 63

B2C Finance Customer centricity B2B 63

CX Journey

MAY 12, 2016

In 2014, Bruce Temkin noted that empathy would be the CX word of the year. He added: As companies increasingly focus on customer experience in 2014, they will recognize that their organizations lack a deep understanding and appreciation for their customers. I don't care about you."

Coaching 40

Coaching Customer Experience Personalization Customer Service 40

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). Raising an NPS isn’t easy. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Teach their team how to use it without an onboarding coach. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Easily get help if they need it.

Customer Support 88

Customer Support Education Coaching Self service 88

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. We Surveyed 500 Managers About Call Center Coaching. 2014, October 29). E.g., CSAT of 4/5 = 80/100.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Real Blue Sky

SEPTEMBER 7, 2022

Kylie launched her brand in 2014, and it quickly became a teen favorite through the clever use of social media. Some things you can offer to attract and retain this generation include flexibility, peer coaching, work/life balance, growth opportunities, and social awareness. Conclusion.

Chatbots 52

Chatbots Technology Personalization Marketing 52

ChurnZero

MARCH 6, 2020

In 2014, the coffee corporation began offering full tuition coverage for eligible part- and full-time employees (who they refer to as “partners”) to earn their bachelor’s degree. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . The program’s goal is to have 25,000 Starbucks partners graduate by 2025.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

Insite Managed Solutions

MAY 23, 2013

Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Call Center Coaching Can Lead to Attrition. Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

SmartKarrot

SEPTEMBER 18, 2020

It is the largest college recruiting network that serves more than 17 million high school athletes and over 30.000 college and university coaches throughout the USA. It allows access to follow school programs; customizes a user profile and monitors its popularity among coaches. Location: Pittsburgh. Sapling Learning. Location: Texas.

SaaS 21

SaaS Education Coaching Healthcare 21

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Sykes

JUNE 21, 2017

According to a Deloitte-HCHAPS study, “hospitals with ‘excellent’ Hospital Consumer Assessment of Healthcare Providers and Systems patient ratings between 2008 and 2014 had a net margin of 4.7 Treatment-Plan Compliance: In a value-based world, it is essential for your patient engagement team to be effective care coaches.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

SmartKarrot

JANUARY 28, 2022

It was transformed into the #GiveFirst hashtag at Techstars around 2014. . With a Give First attitude, you can coach your customers to use your products in the best manner. Brad Feld came up with the #GiveFirst concept in his book titled “ Startup Communities: Building an Entrepreneurial Ecosystem in Your City.”

Management 10

Management Brand ambassadors SaaS Engineering 10

Customer Interactions

FEBRUARY 20, 2015

31, 2014, they did more than kick off another winning Big 12 football season. “Even before officers or EMS crews arrive at an incident, we can use the real-time video to see what’s going on and be coaching them with the information we’re seeing.”

Construction 30

Construction Coaching Consulting Consulting 30

CustomerSuccessBox

JUNE 8, 2022

And so those are like probably the biggest mistake is that probably the biggest mistake is when customer success leaders are not coaching their customer success managers or don’t provide training on how to handle difficult customer conversations. Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Engineering Upselling Marketing 0

SharpenCX

SEPTEMBER 16, 2020

Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Regular Coaching and Feedback. Proactively coach your agents to avoid these feelings of neglect. Then, when agents see a metric start to dip, they can rattle their memory for a coaching session with you and address key concerns immediately.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

Netomi

JANUARY 5, 2022

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps. The map provides a lot of information for coaching and training, really adding richness and detail that you wouldn''t get otherwise.

Journey mapping 62

Journey mapping Customer centricity Coaching Customer Experience 62

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

CrazyCall

APRIL 9, 2019

In 2014 Tiffani Bova was recognized as one of the most Powerful and Influential Women in California by the National Diversity Council. Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Really unique experience!

Sales 133

Sales Consulting Consulting Coaching 133

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94