CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. Many contact center leaders have an opportunity to accelerate their success by collaborating with others.

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CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Jim Iyoob Chief Customer Officer??, CCVS Playbook and Planner.

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Contact Center Morale Coaching Analytics 120

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

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Chief Customer Officer Contact Center CRM Call Center 195

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

AUGUST 14, 2023

Passionate about amplifying the voices of other women, Clare launched the ‘Inspiring Women in CX’ podcast during the pandemic, which led her to founding Women in CX , the world’s first online membership community for women in customer experience and technology. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

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Chief Customer Officer Contact Center Telecommunications Finance 207

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

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Customer Experience Airlines CCNG Chief Customer Officer 195

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD.

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Contact Center Real estate Chief Customer Officer B2B 48

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.

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Customer Service Chief Customer Officer Contact Center Call Center 129

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

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

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Call Center Contact Center Finance Consulting 345

Aspect

MARCH 17, 2020

Contact Center Community –. I have spent the last several days writing, calling and working with customers I have developed relationships with. Behind every Aspect badge is a person, and behind every one of our customers’ badges is a person too. The COVID-19 pandemic is challenging many of our conventions every day.

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Chief Customer Officer Airlines Banking Contact Center 124

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

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Contact Center Chief Customer Officer Multichannel Customer centricity 68

Altivon

SEPTEMBER 28, 2017

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer. Contact Center Optimization.

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Healthcare Contact Center Chief Customer Officer Multi-channel support 40

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic.

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

Serenova

APRIL 16, 2019

For example, one of my mentors is a chief operating officer. Because he works outside the contact center, he offers a different point of view than the one I have from my contact center vantage point. I also have a CEO, a chief customer officer and a vice president of finance as mentors.

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Contact Center Chief Customer Officer Finance Personalization 40

JM Robbins & Associates

SEPTEMBER 8, 2018

During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. When this happened in one of my contact centers, we realized that we had a major problem. You had no idea.

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Contact Center Chief Customer Officer Employee engagement Customer Experience 48

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. ICMI Contact Center Expo – May 21 -24, Orlando, FL.

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Contact Center Call Center Customer Experience outsourcing 62

5CA

APRIL 29, 2020

A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.

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Chief Customer Officer Contact Center 52

Altivon

JULY 23, 2020

We are excited to announce our new partnership with Altivon, as they are passionate contact center experts who design flexible contact center solutions for today’s objectives and tomorrow’s evolving needs. Altivon is a Genesys Gold Partner, with a large base of PureConnect and Genesys Cloud customers.

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Chief Customer Officer contact center solutions Contact center software Contact Center 52

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

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Chief Customer Officer Education Government Consulting 52

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. One reason a contact center organization calls us for help is that they simply don’t know what to do next. They begin to realize that many contact center issues are universal, and they are not the only ones. By Peg Ayers. Lack of Money.

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Consulting Consulting Contact Center Chief Customer Officer 100

Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Chief customer officers have been laser-focused on analytics.

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Chief Customer Officer Analytics Contact Center Coaching 52

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

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Customer Experience Customer Service Chief Customer Officer Contact Center 207

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

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Chief Customer Officer Customer centricity SaaS Contact Center 56

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

Serenova

DECEMBER 4, 2019

Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. At the same time, it can alert a supervisor about an upset customer.

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Analytics Chief Customer Officer Gamification Coaching 89

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 52

Chief Customer Officer Customer centricity SaaS Contact Center 52

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. If you harness the full potential, your contact center solution will soar. Cloud contact centers flex to meet customer demand. Hyper Personalization Drives Better Customer Experience.

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Chief Customer Officer Cloud contact contact center solutions Contact Center 52

Toister Performance Solutions

JANUARY 20, 2022

More companies are adding a Chief Customer Officer (CCO). Customer experience pioneer and bestselling author, Jeanne Bliss , literally wrote the book on this topic. The book, Chief Customer Officer 2.0 , spells out in great detail the role of the CCO. What does a Chief Customer Officer do?

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Chief Customer Officer Advertising Surveys Sales 62

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @teresaallenJodi Beuder Bio: Marketing and Customer Experience fanatic, speaker, writer.

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Customer Care Chief Customer Officer CRM Wireless 98

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. “Sure, I can help.”.

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Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Spearline

JULY 22, 2021

A significant facet of customer satisfaction is how efficiently the contact center works and deals with problems. Agents are the business face to their customers.

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Chief Customer Officer Telecommunications Contact Center Technology 52

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

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Chief Customer Officer B2C Government Contact Center 58

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. “Sure, I can help.”.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. “Sure, I can help.”.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Eptica

JULY 26, 2017

It could even involve working a shift in-store or in the contact center to get the agent perspective on CX. To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers.

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Chief Customer Officer Customer Experience Airlines Best practices 78