Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Taylor Reach Group

MAY 11, 2021

Since Guiding Principles empower call centre staff to make decisions, take accountability, and resolve customer issues, authority levels may need to be reviewed and additional ways to resolve certain situations developed. Encourages employees to take accountability for issues where there may be exceptions to the usual policy.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. 3) Workshops. Value Creation for Service Companies.

Accountability 45

Accountability Consulting Consulting Upselling 45

Amity

MARCH 13, 2017

In order to build your position as a trusted advisor in a scalable manner, you may want to consider collaboration with your marketing team through offering online workshops, write informational blogs, “how to” webinars, etc. Make it easy to implement by promoting webinars/workshops to get educated about new features.

Education 57

Education Consulting Consulting Metrics 57

CSM Practice

MARCH 13, 2017

In order to build your position as a trusted advisor in a scalable manner, you may want to consider collaboration with your marketing team through offering online workshops, write informational blogs, “how to” webinars, etc. Make it easy to implement by promoting webinars/workshops to get educated about new features.

Education 49

Education Consulting Consulting Accountability 49

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. The C-team focused on these action plan metrics in each business unit’s and account team’s bonus formula. Click To Tweet. Click To Tweet. *63%

Metrics 71

Metrics Accountability Surveys Feedback 71

AWS Machine Learning

JANUARY 5, 2024

By the end of the consulting engagement, the team had implemented the following architecture that effectively addressed the core requirements of the customer team, including: Code Sharing – SageMaker notebooks enable data scientists to experiment and share code with other team members.

Management 115

Management APIs Engineering Government 115

AWS Machine Learning

MARCH 31, 2023

Check out these short demo videos: Introduction to QnABot Solution Introducing Amazon Lex Try Amazon Lex or the QnABot for yourself in your own AWS account. You can follow the steps in the implementation guide for automated deployment , or explore the AWS QnABot workshop. We’d love to hear from you.

Virtual Agent 80

Virtual Agent Self service Transportation Customer Experience 80

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. The C-team focused on these action plan metrics in each business unit’s and account team’s bonus formula.

Metrics 54

Metrics Consulting Consulting Accountability 54

Stafford Communications

SEPTEMBER 13, 2017

Stafford Communications Senior Account Manager Tony Yauch was one of the featured speakers at the recent Society of Consumer Affairs Professionals (SOCAP) New York/Philadelphia chapter event in Princeton, New Jersey. Consulting & Compliance. How do we utilize our employee’s strengths? Healthcare.

Healthcare 40

Healthcare Call Center Consulting Consulting 40

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track. So, the golf pro and the body builder, they have a goal. They have clarity.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Aspect

NOVEMBER 30, 2017

From our annual ACE events, where hundreds of customers come together to learn how to better leverage their technology investments, to our highly targeted, niche workshops designed to empower the actual user – we have found that knowledge-sharing is power. For more information on our user groups visit our Be an Innovator page here.

Banking 65

Banking Best practices Consulting Consulting 65

CustomerSuccessBox

OCTOBER 4, 2021

Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate. How to track Product Adoption for Accounts and much more. Specifications include: How to Setup Your Profile. How to Manage your Tasks. How to Manage your Alerts. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

ClearAction

AUGUST 16, 2016

They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence. Let’s talk about that engine. Assailing Customer Experience Assumption Silos.

Customer Experience 67

Customer Experience Engineering Accountability Government 67

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. For example, clients don’t need to go through a lengthy account verification process with an agent on the phone to check their balance.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

CustomerSuccessBox

FEBRUARY 27, 2019

But someone needs to be responsible and held accountable for the results and ROI of customer success. In such companies, a customer success leader defines the goals and the metrics that the customer success department has to follow in consultation with the senior leadership. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. This event takes a unique approach to getting your hands dirty, with workshop components like no other. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Mindtouch

OCTOBER 14, 2016

We evaluated thousands of members within this community and created a measurement that took into account a wide range of metrics including internet presence, influence, and community engagement and participation. Monte Enbysk, Writer, Marketing Consultant, Microsoft Alumni Network, @monteenbysk. Congratulations if you made the list!!!

Consulting 91

Consulting Consulting Engineering Construction 91

Callminer

APRIL 21, 2020

Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My What I liked the most are the seminars and workshops we did all year round. One of the workshops I attended was about identifying the type of trainee you’re dealing with so that you can customize their learning.

Call Center 182

Call Center Management Scripts Coaching 182

SmartKarrot

APRIL 4, 2023

Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Create systematised Customer Success playbooks, identify early warning signs of at-risk accounts, and create a route for development and resolution. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 19

Upselling Accountability Metrics Consulting 19

Toister Performance Solutions

JUNE 27, 2017

It's not just the consultant's fee, it's the labor cost associated with sending employees to training. The initial request was for my fundamental Delivering Next Level Service workshop. LinkedIn Learning) is the same content as my live Delivering Next Level Service workshop. First, there's the cost.

Consulting 48

Consulting Consulting Accountability Customer Service 48

Toister Performance Solutions

JANUARY 10, 2019

The surprising truth is video is usually much more effective than hiring an external consultant for frontline customer service training. A typical solution is to divide the team into two or more classes, and then run extra shifts and even overtime to maintain coverage while some people attend the workshop. Why should you believe me?

Consulting 48

Consulting Consulting Customer Service Accountability 48

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. I have also added a $20 purchase credit to your account for the inconvenience, which is valid for up until a year from now. We do our best to always deliver our workshops as scheduled.

Customer Service 86

Customer Service Accountability Management Customer Support 86

Talkdesk

APRIL 12, 2016

With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. TOPO Director of Consulting Greg Tapper expanded on this point at the Ultimate Sales Plays workshop. TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. Click to Tweet.

Sales 40

Sales Big data call center software Best practices 40

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide them with checklists, guides, and best practices.

Customer centricity 332

Customer centricity B2C Feedback Upselling 332

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. I have also added a $20 purchase credit to your account for the inconvenience, which is valid for up until a year from now. We do our best to always deliver our workshops as scheduled.

Customer Service 79

Customer Service Accountability Management Customer Support 79

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

Natalie Petouhof

AUGUST 15, 2022

Effective change management needs to take this change fatigue into account and build a plan around the reality of our times, especially now that we’re entering the third year of the pandemic. For example, they recommend a specific workshop strategy to cascade change through the organization. Overcoming change fatigue.

Scripts 52

Scripts Banking Customer centricity Chatbots 52

SmartKarrot

APRIL 4, 2023

Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Create systematised Customer Success playbooks, identify early warning signs of at-risk accounts, and create a route for development and resolution. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 15

Upselling Accountability Metrics Consulting 15

SmartKarrot

DECEMBER 9, 2021

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to extend the reach and capability of the Customer Success team.

Engineering 19

Engineering Finance Accountability Government 19

Avaya

FEBRUARY 13, 2018

Since it is determined that I already have a relationship with Jeff, the representative who set my account up, the bot sends me a link that connects me directly to Jeff. At Avaya we take a consultative approach to helping our customers meet their business objectives. Contact us to learn more.

Contact Center 67

Contact Center Journey mapping Interactive Voice Response Self service 67

SmartKarrot

JUNE 11, 2021

SuccessHacker Certifications and Training Workshops. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. You will also get access to fast-paced, dynamic, problem-solving workshops.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

AUGUST 6, 2020

Work closely with the customers alongside Sales, Support, Account Management, Security Consultants, other Operations and Product Management teams at Veracode to ensure services are delivered successfully and meet client expectations. You will be responsible for driving adoption, integration of Segment products and partner portfolio.

Accountability 10

Accountability Enterprise SaaS Engineering 10

Creative Virtual

DECEMBER 11, 2019

Special congratulations also go out to Maria Ward, Account Manager/Knowledgebase Engineer, for being shortlisted for the 2019 Women in IT Excellence Awards in the category of ‘Role Model of the Year (SME) – Tech Industry’!

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Fonolo

MARCH 4, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). And it’s working. Top related content: How to Reduce Hold Time in Your Call Center. About CSPN.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Russel Lolacher

JANUARY 23, 2023

But they’re not taking into account this and when I brought it up, there was a bit of an ease. Then we go into workshops where we’ll take that assessment and our key workshop, we call it breaking through the awkward zone. And I just said, and this is only Wednesday, like this is just, there’s so much going on.

Personalization 52

Personalization Employee engagement Construction Benchmark 52