Kayako

OCTOBER 27, 2015

How does “Thank you for your feedback” or, “We apologize for your inconvenience” make you feel? Chris Hesselrode (@chesselrode) October 15, 2015. Teach their team how to use it without an onboarding coach. supportmistakes — Tanya Storm (@TanyaStorm) October 15, 2015. Kayako (@Kayako) October 15, 2015.

Customer Support 88

Customer Support Education Coaching Self service 88

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? An IT manager from a media company described their experience with learning how to use Aircall, stating, “I got feedback from our sales team that [Aircall] was pretty easy and simple to use. You can read the full report here. “As

CRM 62

CRM Wait times Consulting Consulting 62

CSM Magazine

MAY 28, 2019

Companies spend enormous amounts of money on employee training and education—$160 billion in the United States and close to $356 billion globally in 2015 alone—but they are not getting a good return on their investment.

Education 49

Education Consulting Consulting Customer centricity 49

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . I have great plans for all of us in 2015. Resolutions Don’t Work… HABITS Do. . And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? We Surveyed 500 Managers About Call Center Coaching.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. It’s what stakeholders assume to be the steps customers go through to complete some task; it's based on what they know as customers themselves and on customer feedback and other customer data. You put it on the wall.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

AskNicely

JULY 24, 2017

Your unhappy campers have a potentially significant material cost: in 2015 over 7,500 unsuccessful Virgin Media job applicants cancelled their contracts and went to the competition , resulting in a revenue loss of over $6 million. NPS (Net Promoter Score) is one of the simplest ways of measuring feedback. Follow up on the feedback.

Brand ambassadors 60

Brand ambassadors Surveys Feedback Coaching 60

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Image courtesy of mdennes I originally wrote today's post for Intradiem. Fact: The employee experience drives the customer experience. I know I'm stating the obvious - but, shockingly, to many, it is not that obvious. Facilitate a grassroots effort to help employees make the brand their own.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase?

Scripts 71

Scripts Accountability Coaching Employee engagement 71

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. If you get feedback, do something with it. Listen to what customers are saying When customers provide feedback that their issues were not resolved promptly or properly or that employees seemed hostile and unwilling or unable to help, perhaps this is on you. Watch how they work.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

Netomi

JANUARY 5, 2022

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. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

NOVEMBER 3, 2021

Editorial Note: This post was originally shared on March 23, 2015, and has since been updated. Mention allows you to analyze data and discover trends from social media listening activities, and respond to negative feedback and crises as they arise. This way, you can be reminded to follow up with your clients and get their feedback.

CRM 62

CRM SaaS Sales Feedback 62

Zoom International

NOVEMBER 7, 2018

In 2015, we kicked off a customer experience transformation powered by the Net Promoter® methodology for our customer-facing teams. Imagine every coaching session, every decision focused on one question: How will this make our customers feel? Our NPS® story at ZOOM is remarkably similar. The survey is only the beginning.

Contact Center 40

Contact Center Banking Surveys Metrics 40

aircall

OCTOBER 25, 2018

That figure was up from 33% in 2016 and 26% in 2015. In order to meet the needs of those sophisticated prospects, sales teams need to be trained, coached, and armed with compelling enablement content for each deal stage. There are two key methods of communication I’d like to mention: Establish and maintain a feedback loop.

Sales 75

Sales B2B Outbound sales SaaS 75

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. To improve AHT, quality training and customized coaching should be done. Conducting exit interviews provide the management access to honest feedback.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call Center Coaching Can Lead to Attrition. Jenine Kent. 2017-09-25T14:57:13+00:00. Call Center Supervisor Mind Map. Jenine Kent. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Comm100

JUNE 30, 2016

According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” The course contains 15 lessons as well as instructor feedback and smartphone compatibility. Customer Service by Vision2Learn. Cost: Free. Cost: $150.

Customer Service 55

Customer Service Banking Education Scripts 55

aircall

DECEMBER 19, 2016

By training knowledgeable customer service employees, and coaching them to be empathetic, Apple makes its entire customer experience seamless, and most of all, effortless. Often individual twitter users will be thanked for their feedback with a custom playlist or recommendation. Sara Haider (@pandemona) 23 novembre 2015.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 His 2015 Talk is now at 2.1 Russel Lolacher 2015 28-year old Hamza comes out on a TEDx stage.

Government 98

Government Management Employee engagement Coaching 98

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. One of the best ways to do this is to present line graphs over time and super-impose contextual data on top of the customer feedback data.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

SmartKarrot

JANUARY 20, 2022

The objective of the London-based firm, which was founded in 2015, is to put security at the center of software development rather than later. Developers can achieve this through their cloud platform, which provides real-time feedback and automated solution suggestions during the development process. This information is golden.

SaaS 10

SaaS Advertising B2B Transportation 10