CCNG

APRIL 19, 2023

Such an approach can, in turn, produce the following benefits: Improved/optimal team performance – the supervisor has more space to coach to results, inspire/develop employees to better performance, and hold those with lacking performance and behaviors accountable. Set regular team equity sessions to assure each team is fairly aligned.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Beyond Philosophy

OCTOBER 2, 2017

This exercise will not reveal the real reasons customers decided to buy. Since you can’t rely on customers to account for what made them feel the way they did, you must understand the hidden influences present in your current Customer Experience and how they motivate behavior.

Customer Experience 574

Customer Experience Customer emotions Consulting Consulting 574

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. “If As a leader in customer success, who’s your friend in the C-suite? We hope so! At Totango Live!

Journey mapping 97

Journey mapping Construction B2B Education 97

Quality Contact Solutions

MARCH 13, 2024

This transparency fosters trust and accountability, laying the foundation for a mutually beneficial relationship between businesses and consumers. This transparent approach fosters trust and accountability, enhancing compliance efforts and promoting ethical communication practices.

Telemarketing 52

Telemarketing Accountability Marketing Technology 52

ShepHyken

JANUARY 18, 2017

There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills. The accountant needs accounting skills. That’s a skill. Attitude is the way you would describe someone.

Customer Service 231

Customer Service Accountability Personalization Customer Support 231

Toister Performance Solutions

OCTOBER 12, 2023

Your account will be credited within 3-5 business days." Alton : "Your account will be credited in 3-5 business days." For example, “I’ll process the refund today, but you might not see it on your credit card account until the 29th.” Take Action Here's an exercise to help you or your team develop concrete language skills.

Accountability 108

Accountability Contact Center Customer Service Management 108

Beyond Philosophy

MARCH 17, 2022

Make a Deposit in the Customer’s Emotional Bank Account. Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.

Banking 195

Banking B2C B2B Construction 195

ShepHyken

FEBRUARY 6, 2019

Accountability to Commitments. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Always Do What is Right. Increase Brand Value. Demonstrate Honesty, Integrity, and Hard Work Ethic. Total Customer Satisfaction. Go the Extra Mile.

Accountability 274

Accountability Customer Service 274

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Personalization 159

Toister Performance Solutions

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. Here are three exercises you can use to practice your rapport skills while you are a customer. Here are three exercises you can use to practice your rapport skills while you are a customer. This exercise is called Make Their Day.

Customer Service 62

Customer Service Personalization Accountability 62

Peter Lavers

JULY 24, 2020

Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. B2B consolidation – your customers are changing. Digital transformation – oh, no not those words again!

B2B 130

B2B Accountability Marketing Sales 130

Amity

MARCH 24, 2017

My goal at Influitive was to systematically increase retention and to create growth opportunities within existing accounts. This is an exercise that needs be done once you reach about 120+ customers again for the purpose of segmentation and becoming more efficient and focused when managing your customers. Learning from Our Process.

Accountability 56

Accountability Engineering Metrics Upselling 56

Fonolo

OCTOBER 21, 2021

Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. Agents should exercise intuition for each unique interaction, rather than blindly following a script.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: 6 Sources of Customer Understanding by CXpert.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

The Northridge Group

NOVEMBER 4, 2021

Developing targeted exercises to identify challenges and overcome barriers. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements. Accountability is essential for coaches as well as associates.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

ShepHyken

FEBRUARY 25, 2022

A good customer experience has many elements, and taking them all into account is important to keep your customers happy. . Good communication skills, accountability, courage, and a willingness to go above and beyond are essential for customer service advisors. Customer service starts with people . People like to talk to people.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

Toister Performance Solutions

MAY 7, 2020

Making customers repeat information, such as account numbers. Four Ways to Reduce Customer Effort One of the things I really like about The Effortless Experience is it has so many practical exercises you can use to reduce or eliminate customer effort. A brainstorming exercise with frontline reps revealed a simple solution.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

aircall

OCTOBER 17, 2022

The salesperson is put on a hot seat here, and this exercise aims to rate the salesperson’s performance on the call on six different parameters. The exciting part of this exercise is that this is not just carried out by the sales managers. Megan Cull, Strategic Account Executive, Team Lead at Aircall . Want to keep learning?

Sales 117

Sales Gamification Metrics Accountability 117

CSM Magazine

MARCH 25, 2024

Role-playing exercises and scripts can guide them through a variety of tough scenarios. Document the Call : Notate the customer’s account with details of the incident and actions taken. Training and Boundaries Training for call center agents often includes how to manage difficult conversations and de-escalate conflicts.

Scripts 52

Scripts Call Center Contact Center Customer Service 52

SmartKarrot

OCTOBER 25, 2023

Key Elements of an Effective Crisis Playbook Key Account Managers navigate business and people. Here, we dissect the fundamental elements that form a formidable crisis strategy for Key Account Managers. An effective crisis playbook for Key Account Managers brings together foresight, strategy, flexibility, and introspection.

Accountability 10

Accountability Management Construction Finance 10

ShepHyken

MAY 27, 2019

It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. (CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. 3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks.

Coaching 199

Coaching Contact Center Accountability Feedback 199

PeopleMetrics

JANUARY 21, 2021

Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. sessions: [link].

Journey mapping 62

Journey mapping Accountability Feedback Customer Experience 62

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? She even includes several exercises in the book.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Beyond Philosophy

MAY 19, 2015

For a more detailed account of how Target achieved this exercise, read the full story here. #2: Many of my clients who have undertaken this exercise are surprised by the subconscious signals they learn about in their current experience. 2: They Identify the Hidden CX and Design for it.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full. What do you recommend?

Sales 52

Sales Accountability Advertising Marketing 52

CSM Magazine

OCTOBER 11, 2023

Verification of the account. However, players must exercise responsible gambling habits and choose reputable bets, like Pin Up to maximize the positive results of playing games online. The website of the brand in Canada has implemented robust identity verification processes.

Technology 52

Technology Accountability Personalization 52

CSM Magazine

FEBRUARY 16, 2023

They exercise problem-solving skills to find solutions for customer issues and provide helpful advice that encourages customer loyalty. Additionally, they handle conflict resolution when necessary by communicating clearly with all stakeholders involved in an account relationship regarding policies, procedures, pricing changes, etc.

Technical Support 52

Technical Support Engineering industry standards Accountability 52

CSM Magazine

MARCH 28, 2024

Implementing tracking systems for inbound and outbound mail ensures that every item can be accounted for, providing real-time updates to both staff and recipients. Team building and problem-solving exercises can also enhance cohesion and efficiency within the mailroom staff.

industry standards 52

industry standards Education Technology Accountability 52

SharpenCX

OCTOBER 1, 2023

The agent is happy to help them do so, but while looking at their account, they see that they also have an upcoming payment due and offer to process that transaction for them now. The exercise above is one example of hands-on soft skill training. How to exercise active listening. How it could have been handled differently.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Playvox

AUGUST 25, 2022

A workforce management professional can have all the “rights” in place – the right people at the right place at the right time with the right forecast and the right schedule – but we cannot account for all aspects of human behavior. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

JivoChat

JUNE 7, 2022

You will get to know the essential parts of the system and how to apply it since the classes combine theory with practical exercises. . The course lectures were developed to be interactive, it contains not only the theory explanations but examples and hands-on exercises. . General ledger account and document splitting configuration.

Transportation 75

Transportation Finance Analytics Banking 75

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

ChurnZero

MARCH 9, 2021

and the ability to mass email all of your accounts (and include multiple contacts from an account on an email). A: I try to do some form of exercise every morning. Q: What’s your favorite feature in ChurnZero and why? A: Playbooks – specifically the updated Plays 2.0 This is a HUGE timesaver.

Customer retention 85

Customer retention Accountability Sales Personalization 85

AWS Machine Learning

JANUARY 26, 2024

In addition to awareness, your teams should take action to account for generative AI in governance, assurance, and compliance validation practices. You should begin by extending your existing security, assurance, compliance, and development programs to account for generative AI.

Best practices 125

Best practices Government Engineering Accountability 125

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. Challenges are inevitable in growing customer accounts. You must therefore exercise extreme caution at this time.

Accountability 10

Accountability Management Best practices Customer advocacy 10