Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. At around 6 a.m.

Customer centricity 98

Customer centricity Marketing Technology Personalization 98

Balto

FEBRUARY 6, 2023

62.96% of agents had a mentor at work, and regardless of who this mentor was, these agents saw higher pay satisfaction, job satisfaction, career growth perception, and more. With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. said yes.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

ClearAction

MAY 25, 2023

We did this at Applied Materials, a semiconductor equipment maker, when I led CX companywide. Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. They will reward you grandly. It’s huge!

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Toister Performance Solutions

JULY 8, 2021

20 percent were learned from a boss or mentor. I've had tremendous success applying this concept to customer service training by acknowledging that we learn a lot more from our experiences and our boss than we do from a formal class. What is the right amount of time to spend on training? It was taking the team 4.5 It's more of a guide.

Customer Service 71

Customer Service Coaching Management Accountability 71

BlueOcean

APRIL 20, 2023

Over the course of the podcast, we discuss Sean’s journey as a gay Asian-American executive navigating new cultures, his focus on building a culture of family at ONQ, his dedication to mentoring employees even when they leave, and a lot more. I hired him, I trained him, I mentored him. So tell me how you landed here, Sean.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

Playvox

NOVEMBER 15, 2022

To keep engagement high, contact centers need team leaders who are dedicated to the important task of training, coaching, and mentoring their agents. This type of work takes people who are supposed to be coaches and mentors away from their key role of developing teams. Coach And Develop Your Customer Service And Support Team.

Management 86

Management Schedule adherence Coaching Contact Center 86

Taylor Reach Group

SEPTEMBER 1, 2020

In their new leadership positions, some feel the rules no longer apply to them. In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?”, Sometimes we chose well.

Contact Center 155

Contact Center Consulting Consulting Feedback 155

Callminer

FEBRUARY 10, 2020

The following examples of call etiquette apply equally to most call centers: Avoiding Interruptions. The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. Physical Safety Rules. Emergency Exits and Protocol. Item Restrictions.

Call Center 182

Call Center Coaching Morale Analytics 182

Education Services Group

JULY 1, 2022

Welcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series—. The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. Customers want value. You are not alone.

Best practices 52

Best practices Metrics Analytics Accountability 52

JustCall

JULY 29, 2021

Here, a sales coach plays the role of an advisor , teacher , mentor , and trainer. A sports coach trains and mentors sports persons to win every game. For starters, you need a clear sales coaching strategy, rooted in performance assessment , feedback , and mentoring. Missed sales quotas can be a source of chagrin for managers.

Coaching 86

Coaching Sales Scripts Construction 86

CSM Magazine

MAY 26, 2023

For the companies you’d most like to work for, applying directly through the corporate website can get your resume in front of a hiring manager immediately. You might even find a mentor or experienced professional willing to offer you professional guidance during your job search. Accounting. Construction.

Education 52

Education Construction Engineering Accountability 52

AWS Machine Learning

AUGUST 28, 2023

As part of the 2023 Data Science Conference (DSCO 23), AWS partnered with the Data Institute at the University of San Francisco (USF) to conduct a datathon. Participants, both high school and undergraduate students, competed on a data science project that focused on air quality and sustainability.

Engineering 69

Engineering Education Accountability Technology 69

Nicereply

APRIL 27, 2021

Find a mentor. The best mentors cultivate trust through empathy and honesty, providing strategic insights and an objective point of view from their own well of experiences. With their knowledge of you and your role, a mentor may also suggest new opportunities where you can shine and gain visibility on your team.

Education 97

Education Feedback 97

Outsource Consultants

FEBRUARY 24, 2021

Hallowell will serve as a mentor, motivator, and thought leader both internally and for our clients and BPO partners. He has established himself as a trusted advisor within the call center industry and is looking forward to applying his experience to his new role. This doesn’t just benefit the client, the BPO, or even the customers.

Consulting 67

Consulting Consulting outsourcing Healthcare 67

Andrew Mcfarland

SEPTEMBER 24, 2022

This will enable you to apply for different roles within the industry. As a career choice, project management offers a diverse array of opportunities. The field is open to all clients, from small businesses to large corporations. Many different industries require project management. million new jobs yearly.

Management 62

Management Construction Coaching Best practices 62

Andrew Mcfarland

SEPTEMBER 25, 2022

This will enable you to apply for different roles within the industry. As a career choice, project management offers a diverse array of opportunities. The field is open to all clients, from small businesses to large corporations. Many different industries require project management. Getting a recognized project management qualification.

Management 62

Management Construction Coaching Best practices 62

ChurnZero

MARCH 10, 2022

The Customer Success Network offers CS practitioners opportunities to learn, connect, find their dream job, grow, mentor, crowd-source advice, and get answers fast. The Customer Success Network offers CS practitioners opportunities to learn, connect, find their dream job, grow, mentor, crowd-source advice, and get answers fast.

Best practices 98

Best practices SaaS B2B Consulting 98

Enghouse Interactive

NOVEMBER 27, 2020

They are savvy enough to apply critical thinking skills and be able to come up with multiple solutions – including approaches which might be unorthodox, then decide upon the best course of action and apply it successfully to resolve the customer’s issue. So, what skills does this new breed of super-agent require?

Self service 58

Self service Benchmark Scripts Best practices 58

Balto

OCTOBER 21, 2022

This may sound controversial, but your tenured agents know better than you. They have accumulated a wealth of knowledge about how to do the job, how to take care of customer concerns, and shortcuts to work efficiently. They do this day in and day out. Help Design or Refine Playbooks. Passing on Shared Knowledge.

Contact Center 52

Contact Center Call flow Contact center software Feedback 52

Global Response

MARCH 27, 2024

The script should serve as a guide rather than a rigid framework. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. The goal is to set a positive tone for the interaction.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Balto

OCTOBER 31, 2022

Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. No strings attached.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Fonolo

JUNE 8, 2021

however, be warned that when applied improperly, this approach can backfire and cause resentment and rivalry in the team. This emphasizes the importance of teamwork and collaboration and encourages your agents to work together and even mentor one another. This results in high agent churn or disengaged employees.

Call Center 133

Call Center Morale Contact Center Technology 133

InGenius

APRIL 20, 2018

For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius. Mentor Questions. The original can be found at: [link].

Management 63

Management Customer advocacy Best practices Personalization 63

ClientSuccess

FEBRUARY 14, 2019

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. Question 2.

Consulting 50

Consulting Consulting Best practices SaaS 50

ClientSuccess

SEPTEMBER 12, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1.

Best practices 49

Best practices SaaS Metrics Personalization 49

SmartKarrot

MAY 3, 2023

Apply here: [link] Role: Customer Success Manager Location: United States (Remote) Organization: Feathr As a Customer Success Manager, you’ll Learn and keep up-to-date on Feathr so you can talk to consumers about the features and uses that are most pertinent to their individual marketing requirements.

Coaching 19

Coaching Customer retention Sales Management 19

ClientSuccess

OCTOBER 3, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. Company : PacketSled.

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

OCTOBER 10, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you?

Best practices 40

Best practices SaaS Consulting Consulting 40

AWS Machine Learning

FEBRUARY 16, 2024

Today, we are excited to announce that Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. In this post, we walk through how to discover and deploy the Code Llama model via SageMaker JumpStart.

Engineering 109

Engineering Technology Management 109

CSM Magazine

FEBRUARY 10, 2023

When applying for jobs, you should show the essential skills required for a customer service manager and be able to give examples to prove you have these skills. When applying for jobs, you should show the essential skills required for a customer service manager and be able to give examples to prove you have these skills.

Customer Service 52

Customer Service Management Time management 52

ClientSuccess

OCTOBER 24, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you?

Best practices 49

Best practices SaaS Metrics Management 49

ClientSuccess

SEPTEMBER 26, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you?

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

JANUARY 24, 2019

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. Company : CS in Focus.

Best practices 49

Best practices Metrics SaaS Accountability 49

ClientSuccess

AUGUST 29, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. The best advice I’ve received from a mentor is that authenticity always wins. Question 1.

Best practices 42

Best practices B2B SaaS Feedback 42

ClientSuccess

MAY 23, 2019

This post marks a change to the segment of the series known as “Mentors”, which has focused on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Dedicated “Frontline” Segment.

Management 51

Management Accountability Best practices SaaS 51

Toister Performance Solutions

NOVEMBER 18, 2021

A goal provides context, so you can apply what you learn. I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? Right now, I'm picking up a few new skills.

Coaching 62

Coaching Feedback Sales Personalization 62

ClientSuccess

APRIL 26, 2018

Mentor Questions. We recently launched a new segment of the series that focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our careers. I love that; as our clients are successful, we’re successful. Company : tend.ly.

Best practices 40

Best practices SaaS Metrics Feedback 40