Call Center Weekly

NOVEMBER 29, 2017

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not.

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Chief Customer Officer Customer advocacy Feedback Customer Service 149

Fonolo

JANUARY 22, 2020

Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells. Modern CX, Las Vegas.

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Customer Service Chief Customer Officer Contact Center Call Center 129

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

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Call Center Customer Support Customer centricity Contact Center 56

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

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Chief Customer Officer Customer Service Consulting Consulting 141

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA.

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Contact Center Call Center Customer Experience outsourcing 62

Beyond Philosophy

APRIL 14, 2015

When was the last time it highlighted the work of the call center or Customer care reps? The Chief Customer Officer has a unique position, often battling across silos. Sales get all the accolades or even marketing for the latest campaign. Notice whether he or she only talks to you about processes.

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Chief Customer Officer Customer Care Education Customer Experience 310

CX Global Media

OCTOBER 31, 2018

Marketing could be responsible for some, the customer service department could be responsible for some, product development could be responsible for some, so that’s why in many organizations you’re now seeing the role of the chief customer officer. How Do Your Call Center Supervisors Measure Up?

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Customer Experience Customer Service Chief Customer Officer Contact Center 207

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

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Customer Service Chief Customer Officer Contact Center Call Center 136

CX Global Media

JULY 9, 2019

Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. During his career he has managed over 20 million incoming phone calls. Contact Center Virtual Summit LinkedIn Page.

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Contact Center Chief Customer Officer Employee engagement Call Center 120

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer Engineering SaaS Call Center 60

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. It seems like customers have a voice louder than ever before.

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Customer Experience Journey mapping Customer retention Call Center 123

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

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outsourcing Chief Customer Officer Customer Care Banking 52

AskNicely

NOVEMBER 20, 2018

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong.

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Chief Customer Officer Feedback Coaching Call Center 60

Fonolo

APRIL 12, 2018

This book proposes a different approach that transforms customer support from a required, yet often neglected department, to one that can generate recurring business. 5) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. What happens when call volume gets out of control?

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Customer Experience Chief Customer Officer Average Handle Time Call Center 57

Vcaretec

JUNE 6, 2022

Connect: @teresaallenJodi Beuder Bio: Marketing and Customer Experience fanatic, speaker, writer. Connect: @cx_jodi Jeanne Bliss Bio: Jeanne has led Customer Experience for five major U.S. In addition, wrote Chief Customer Officer and I Love You More Than My Dog. corporations. But how do you build loyalty?

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Customer Care Chief Customer Officer CRM Wireless 98

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer Contact Center Call Center Customer Service 20

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer Contact Center Call Center Customer Service 20

Taylor Reach Group

MARCH 8, 2021

Placing a consultant on retainer for a specified number of hours per month keeps them handy for questions, allows them to hold regular training sessions, and gives the contact center leaders the support and expert knowledge they need to attain their goals.

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Consulting Consulting Contact Center Chief Customer Officer 100

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry.

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Customer Experience Chief Customer Officer B2C Contact Center 113

inmoment

MAY 14, 2020

Sure, a company might have a decent understanding of the experience at the call center, but what about the myriad of other touchpoints? In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.”

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Example, if you are looking to improve the quality of your customer experiences find a way to demonstrate what that looks and sounds like. I’ve done this by having my team listen to and audit my calls or listen in on escalations that I took over. Call Center Manager, CCI Systems.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. The field of customer success is growing; you’ll have to iterate to stay on top. The winds have changed, said Gotlieb.

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Chief Customer Officer call center software Benchmark Upselling 72

CSM Magazine

DECEMBER 20, 2016

Technology started to permeate customer experience management, from digital experience and call centers to loyalty program management and beyond. It’s not accidental that C-level technologists are increasingly stepping into the picture as well.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

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Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Contact Center Pipeline

OCTOBER 22, 2019

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization.

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Customer Experience Chief Customer Officer Government Accountability 153

Netomi

FEBRUARY 28, 2022

As part of her previous role with NH Hotel Group, she was responsible for the design, implementation and consolidation of a corporate training program for all Call centers (the program has been the top-rated in the company’s history). Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

DMG Consulting

DECEMBER 7, 2021

From phone center to omni-channel contact center – While a surprisingly large number of contact centers continue to support only voice interactions (which means they are still call centers), the pandemic accelerated the adoption of digital channels (minimally, email and chat).

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Contact Center Chief Customer Officer CRM Cloud contact 48

CX Global Media

AUGUST 28, 2018

Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG. For me, when I started with CCNG back in the 1990’s it was actually known as Call Center Network Group then it moved to Contact Center Network Group and now they’ve been around so long it’s just CCNG.

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CCNG Contact Center Chief Customer Officer Coaching 136

GetFeedback

JANUARY 19, 2020

Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

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Surveys Journey mapping Feedback B2B 146

Talkdesk

FEBRUARY 5, 2021

CX Implication: All retail executives at NRF alluded to the fact that technology and customer service must be at the forefront of strategic planning. First, executives need to ensure they have the tools required to communicate with their customers. Business continuity tools for call centers are crucial to consider.

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Contact Center Brand ambassadors Consulting Consulting 87

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

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Customer Experience Customer centricity Chief Customer Officer B2C 65

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. She is known globally for transforming businesses to earn customer-driven growth. Customer Service Leaders: Marsha Collier. Lynn Hunsaker.

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Customer Experience Customer Service Consulting Consulting 98

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

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Chief Customer Officer Personalization Customer Service Call Center 67

Clarabridge

MARCH 15, 2017

You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked.

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Contact Center Customer Experience Chief Customer Officer First call resolution 53

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).

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Management Self service Chief Customer Officer Chatbots 88

Comm100

FEBRUARY 20, 2018

This means a quicker resolution for customers, a lower cost-per-interaction for companies, and better use of agents’ paid time. According to a report by the Call Center School, 65 to 70% of a call center’s total operating costs are related to staffing. Lower Labor Expenses.

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Chatbots Contact Center Benchmark Chief Customer Officer 50