Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Support them with sound systems.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. First, I had flown for a quick trip to New Jersey, landing at JFK in New York, which is anything but quick at seven hours flying time. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how we attract, hire and retain employees? In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. We are making great inroads to this goal.

Education 98

Education Contact Center Management 98

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Ineffective Recruitment and Screening Processes Another major hiring problem many call centers run into is ineffective recruitment and screening processes.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Beyond Philosophy

DECEMBER 19, 2016

In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. Marcario’s post talked about Patagonia’s grants to environmental groups and then said, “Along with many loyal customers, the initiative attracted thousands who have never purchased from Patagonia before.

Sales 353

Sales Banking Customer emotions Education 353

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Mistake #1: Making the Wrong Staffing Decisions.

Best practices 96

Best practices Enterprise Upselling Scripts 96

Nicereply

MARCH 24, 2022

If you’ve just been fired from your job in Customer Support, don’t take time off. In this article, we’ll help you increase your chances to get a job as a Customer Support Specialist , even if you’ve been recently fired. The New Challenges In Customer Support. Understand Why You Were Fired In The First Place.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

Beyond Philosophy

NOVEMBER 1, 2017

Banking industry lobbyists fought hard for this change and gained significant support. Those supporting the repeal say it is good for consumers because the average payout on a class action lawsuit is only $32, while the average arbitration award is much higher. Lying to customers, as Wells Fargo did, creates negative emotions.

Banking 276

Banking Consulting Consulting Accountability 276

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 472

Management Entertainment Consulting Consulting 472

Blueship Call Center

NOVEMBER 28, 2023

Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

NOVEMBER 22, 2017

The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. As he notes, the new employee has accepted the job, but he or she has also accepted, or hired, the company.

Banking 223

Banking Enterprise Consulting Consulting 223

24-7 InTouch

JANUARY 23, 2024

Initially, well-being programs focused primarily on physical health as part of employee benefits. Brands began investing in comprehensive well-being initiatives, with an emphasis on mental health support. This highlighted the importance of providing holistic support to employees in both their personal and professional lives.

Metrics 52

Metrics Surveys Technology Personalization 52

Select VoiceCom Blog

JANUARY 11, 2023

We are proud to announce our opening of the SVC recruitment hub at IT Park! Currently employing around a thousand Cebuano professionals, we are gearing up to expand our team by adding to our pool of talented individuals for various roles, including telemarketing, lead generation, customer support, sales, and back-office administration.

Healthcare 52

Healthcare Telemarketing Call Center Accountability 52

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Fonolo

DECEMBER 6, 2022

When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

24-7 InTouch

FEBRUARY 28, 2023

Having a strong sense of empathy helps team members effectively help customers, and also creates a positive work environment. In more recent years, many brands have advocated for employee and organizational well-being. Being a true advocate means taking actionable steps to support it.

Technology 52

Technology Personalization 52

Taylor Reach Group

JANUARY 6, 2023

This will mean better pay, better training, better tools, better support, and a better work-life balance. Of course, the centers will also need to improve their recruitment processes to engage candidates before they become employees. . first appeared on The Taylor Reach Group Inc.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Global Response

JULY 23, 2023

Customer service is more important than ever—all the data backs this up. So, managing your customer service is no insignificant task. In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center. Maybe not. Here’s what we’ve found.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

Blueship Call Center

OCTOBER 25, 2023

The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. Back Office Support System: What Is It? The department of a business responsible for administrative, technological, and human resource tasks is known as the back office support system.

outsourcing 76

outsourcing Customer Care Call Center Technology 76

ProProfs Blog

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. Lindsay is the Founder CEO of Customer Thermometer.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

Global Response

MAY 15, 2023

Outsourcing provides a flexible, scalable and affordable solution for companies to augment existing staff or scale up staffing as necessary, bypass the ups and downs of the US labor market, and create a steady, sustainable solution to reduce employee burnout and improve business performance. It’s the age-old story of supply and demand.

outsourcing 62

outsourcing Call Center Management Service level 62

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. From the audience perspective, customers use it to keep updated about the latest products, brands and deals. Most customers report that they can watch the entire video and may often replay them a few more times.

Enterprise 52

Enterprise Analytics Marketing Sales 52

TeleDirect

DECEMBER 14, 2023

How many customers experienced the level of service that transformed them into a client for life? To provide the best customer experience possible and to turn calls into leads into sales. Forrester Consulting found that companies focused on the customer experience grow revenue 1.7 We will add more agents to support you.

Call Center 62

Call Center Customer retention Technical Support Sales 62

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, what can we do now? It drove me mad.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

aircall

JANUARY 31, 2021

We’re headed down under, opening our first Australian office in Sydney. With an existing customer base of 500+ clients in Australia, Aircall has established a strong and growing presence in this market. The post G’day to Our New Australian Office in Sydney appeared first on Aircall Blog.

Sales 62

Sales Marketing Personalization Customer Experience 62

Talkdesk

JULY 7, 2020

Whether because of the pandemic or to honor all social and cultural struggles happening around the world, now is the time to raise our voice, support minorities and be there for each other. Talkdesk® fully supports a culture of Diversity, Equity and Inclusion, and ensures a discrimination-free recruitment policy.

Government 91

Government 91

Monet Software

MARCH 10, 2021

Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? Add in a once-booming economy in which talent was scarce and many contact centers were eager to expand their available recruiting pool beyond the immediate radius of their call center facility. Employee satisfaction.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Blueship Call Center

JUNE 21, 2023

Here are some of the ways that having back office support system may benefit your company. It is a company’s auxiliary branch that concentrates on supporting the front office. Operations supporting the back office support system are not simple. Advantages of Hiring a Back Office Support Service Contractor 1.

outsourcing 63

outsourcing Finance Government Customer Care 63

Aspect

APRIL 21, 2021

The calculator is designed to place an estimated dollar amount on improvements to schedule adherence, occupancy rate, shrinkage rate and agent attrition ; so naturally, the first place to start is with your people. . Your business is built on customer collaboration.

Contact Center 62

Contact Center Schedule adherence Education Metrics 62

Blueship Call Center

NOVEMBER 30, 2022

Whether you are a first-time entrepreneur juggling many tasks at once or a seasoned executive managing a larger organization, you will need to increase your customer service efforts and hire more team members as your business expands. This is a crucial factor for any firm. Will a staff member be on call round-the-clock?

outsourcing 40

outsourcing Coaching Morale Consulting 40