TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CX Global Media

MAY 24, 2018

Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. How to become a better leader when the path to success is not so visibly clear. Resourcefulness : For her to find her way down her success path she needed to figure out where to go, what to do, and then do it.

industry standards 257

industry standards Contact Center Morale Call Center 257

Beyond Philosophy

DECEMBER 10, 2021

Reichheld says the fundamental idea behind an NPS system is for organizations to love their customers and treat customers in a way that enriches their lives. Others would use the score to report to investors with no standards for score collection or disclosing response rates; some even withheld low scores to make their overall look better.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. 8 Key Stats That Show You Customer Experience Delivers ROI. 8 Key Stats That Show You Customer Experience Delivers ROI. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

CX Accelerator

OCTOBER 28, 2020

The question was, “What song sums up your aspirations as a CX leader?”. Talk about holding to our values and being kind along the way as we collaborate with many people to improve CX in our organizations. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay.

Customer centricity 182

Customer centricity Personalization Customer Experience 182

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CSM Magazine

JULY 21, 2022

When you’re a good leader, you’re motivating and inspiring people to do great things. Employees and people in a wide variety of settings look to leaders to guide their own actions. When you’re an exemplary leader, you provide support, you’re a role model, and you’re a communicator. Be Motivational.

Morale 59

Morale Personalization Accountability Time management 59

CCNG

JULY 20, 2022

Know your employees, value them for their contributions and help them when they need it, otherwise get out of their way, and let them do their jobs. Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Who uses faxes anymore?

CCNG 195

CCNG Consulting Consulting Contact Center 195

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

DECEMBER 19, 2020

If employees are happier, then they will provide better experiences for your customers. If employees are happier, then they will provide better experiences for your customers. We feel pressure about our jobs, job performance, and relying on technology in new ways (and managing it) to get work done.

Consulting 248

Consulting Consulting Management Coaching 248

Beyond Philosophy

JANUARY 16, 2017

In these cases, having efficiency requires recognizing what is getting in the way of it. To that end, I have three major mistakes inefficient people often make that get in the way of efficiency, which include: Mistake #1: Failing to Eliminate Distractions. But sometimes things get in the way of your honing. Apparently, it did.

Consulting 353

Consulting Consulting Customer Experience Management 353

ShepHyken

FEBRUARY 26, 2023

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

Beyond Philosophy

AUGUST 21, 2017

Business leaders – like everyone else – must contend with these external ambiguities and their potential consequences. I agree with her that the best leaders will accept the challenges and respond with confidence and adaptability. You will not always be right, but one of your jobs as a leader is to make decisions and carry them out.

Consulting 351

Consulting Consulting Healthcare Coaching 351

ShepHyken

OCTOBER 12, 2020

Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Here are my top five picks from last week. by Sampson Lee.

Customer Service 200

Customer Service Airlines Customer Experience Marketing 200

ShepHyken

MAY 15, 2020

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships.

Contact Center 345

Contact Center outsourcing Quality management Marketing 345

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Think of it using a medical analogy: Service fixes the underlying problem—such as a broken arm—in the most practical, affordable, and speedy way. 8 Ways to Build an Effective Marketing Campaign on a Tight Budget by Lyle Solomon.

Customer Service 170

Customer Service Chatbots Customer Care Self service 170

CX Global Media

NOVEMBER 13, 2018

They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. And leading contact centers are modernizing their learning to keep pace. Executive Decisions.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. It can also be successful in curbing bad habits and promoting better behavior, although that shouldn’t be your primary reason for implementing gamification. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

CX Global Media

JUNE 15, 2017

Last year, roughly 1 in 8 Americans used GetHuman. Now GetHuman tries to create a better customer journey and take care of customer service problems for people. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. How does IVR jail happen.

Interactive Voice Response 212

Interactive Voice Response Contact Center Call Center Coaching 212

Fonolo

AUGUST 24, 2021

Employees that work in positive environments usually perform better, and feel more happy and comfortable. Here are some ways that your work environment affects your agents: Productivity. 8 tips for creating an ideal call center environment. How to Foster Agent Engagement in a Hybrid Contact Center. Micromanagement. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Steve DiGioia

MAY 27, 2019

But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service. To brush-off the nasty comments that were just hurled your way by an upset customer.

Customer Service 184

Customer Service Accountability 184

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team? Published on: July 02, 2020.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Fonolo

JANUARY 14, 2021

Train your leaders appropriately. You can’t create an inclusive work environment if you don’t have leaders willing to emulate those ideals. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. All individuals learn at different paces and in different ways.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? If you get in that position,” says Alex, “you’re truly indispensable as a CS leader or CSM.”.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Today, we’ll walk through ways to do that. Trust us; you’ll notice better retention and engagement if you follow some of these tips. Trust us; you’ll notice better retention and engagement if you follow some of these tips.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Steve DiGioia

MAY 9, 2016

You think you’re a good leader. Without trying something new, how will you ever get better? Real leaders don’t expect others to do their work for them. Great leaders celebrate the good work of others, and not take credit for it. 8. Don’t give regular feedback. And especially ones that are great leaders.

Morale 0

Morale Feedback Management 0

Fonolo

SEPTEMBER 21, 2023

We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy. CX leaders are finally realizing the key to outstanding service is happy employees. CX leaders are finally realizing the key to outstanding service is happy employees. Ready to level up your contact center team?

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Expivia

AUGUST 4, 2021

Naturally, the better this is, the better the reputation and success of your business will be. These 8 tips are a mixture of helpful advice on how to improve your existing systems, and how to create a unique customer service experience. 8 Tips to Make Your Call Center Customer Service Experience Unique. Oh, gotcha….cool,

Interactive Voice Response 98

Interactive Voice Response Customer Service Call Center call center workforce 98

Fonolo

SEPTEMBER 2, 2021

But customer success leaders know that performance isn’t always based solely on profit. Better call center agent training improves FCR, and FCR drives customer satisfaction. The closer the number of calls answered within 30 seconds is to 100%, the better your service level benchmark. Market research helps, but it isn’t enough.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

Fonolo

SEPTEMBER 13, 2017

It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. When sarcasm is your only way to stay sane…. Mark Summers (@marksummers24) September 8, 2017. But the most interesting part of onholdwith.com are the tweets themselves.

Contact Center 150

Contact Center Benchmark Wait times Call Center 150

Expivia

JANUARY 26, 2022

It’s time to take a step back and see how you can implement these 8 contact center management tips. You want to slowly change operations in your call center to support your end goals in a way that your team will approve of and appreciate. It takes hard work, focus, and consistency. Why You Need to Rethink Contact Center Management.

Call Center 105

Call Center Contact Center Management Employee engagement 105

ChurnZero

FEBRUARY 4, 2022

But despite these shared goals, many customer success leaders struggle with feeling confident in their investor relationships, or even establishing relationships at all. This is a skill that every influential, self-aware leader knows how to do. Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

Call Design

JULY 6, 2021

It’s shown that 67% of customers are happy to pay more for a better customer experience. It’s shown that 67% of customers are happy to pay more for a better customer experience. There are two ways of measuring this either average delay or grade of service. Customer Satisfaction. Service Goals. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Quality Contact Solutions

MARCH 2, 2022

along the way.? You or your sales leader can help determine what is and isn’t working by? But the challenging part is finding the gold. First, you have to find the rainbow and get to the end before it disappears. But how do you get to the rainbow before that happens? Find your pot of gold by setting sales goals. Proposals: ?

Metrics 98

Metrics Sales Telemarketing Outbound sales 98

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Simulated calls are a practical and low-risk way for new agents to practice. But they can’t delight customers without your help. Here are 13 tips to give your call center training program a boost.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. The way we live and work has definitely changed, and we needed to settle into a “new normal”. One of the ways people achieve it is by practicing yoga. But this year was different.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

JustCall

MARCH 28, 2023

Owing to emerging technologies and evolving consumer behaviors, the way businesses connect and engage with customers is different now. It’s important for sales leaders to navigate their teams accordingly in order to stay ahead of the curve. The sales landscape is changing. Here are 11 sales trends you need to keep an eye on in 2023: 1.

Sales 52

Sales Analytics Customer centricity Technology 52