TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CX Global Media

JULY 8, 2019

Just as the customer is now in charge of their experience due to the internet and mobile devices, so do we need to use these tools to take charge of our learning about the practices, pitfalls, technologies, economic issues, and the business issues that are constantly changing. Conference Coverts to On-demand Learning. About Omar L.

Contact Center 120

Contact Center Education Coaching B2B 120

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Personally, I value people who challenge me in a positive way… this means not just saying “Yes!” I had to fire a person whose default was “Yes!” Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

CSM Magazine

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Shep’s an author, speaker and thought leader on all things customer service. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

OCTOBER 18, 2022

“I am beyond excited to be joining a company with such a passion for customer success. I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.” Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

CSM Magazine

OCTOBER 18, 2022

“I am beyond excited to be joining a company with such a passion for customer success. I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CX Global Media

JUNE 23, 2018

But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach. Channel-centric contact centers do not provide a customer-centric approach Click to Tweet. ” Click to Tweet.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her books, ‘Customer Understanding’ and ‘Built to Win,’ offer practical insights and strategies for building a customer-centric culture that drives value for businesses.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He is also a consultant, coach, and trainer for technology professionals across 30 countries.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 60

Contact Center Coaching Scripts Management 60

Balto

JUNE 30, 2022

After opening the doors to the conference floor on day one, it was clear that the answer was a resounding “yes!” CCW attendees kept the Balto Bunch busy throughout the conference. Talkdesk customers can learn how Balto can improve their contact center’s performance by visiting the company’s listing on Talkdesk AppConnect.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. Advanced Monitoring Tools: Equipping supervisors with advanced monitoring tools that offer real-time analytics and insights enhances their ability to monitor and respond to customer interactions effectively.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. This feature allows supervisors to guide agents without the customer listening, ensuring high-quality service.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

CSM Magazine

NOVEMBER 15, 2022

If you want your team to be passionate and customer-centric, you need to show them what that looks like in action. This could come as online training courses, on-the-job coaching, or even sending employees to industry conferences. This starts with setting the right tone at the top.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

C3Centricity

SEPTEMBER 12, 2016

I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! Do your customers feel the same about your product or service?

Airlines 91

Airlines Coaching Banking Customer centricity 91

Tenfold - Contact Center Blog

JULY 12, 2018

Create an employee-friendly and customer-centric environment. Some businesses tend to focus on providing an excellent customer experience while forgetting about the “stars” of the show—the employees. An employee-centric workplace sees to it that employees are happy, comfortable, and valued. Why is this so important?

Contact Center 66

Contact Center Management Coaching Call Center 66

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals.

Education 19

Education Upselling Customer centricity Coaching 19

aircall

FEBRUARY 1, 2021

From the very beginning, emphasize the importance of being customer-centric during your sales coaching program. Do some group training, but also customize it for individuals as much as possible. Offer post-training coaching or mentoring . Focus on the importance of the customer experience.

Best practices 62

Best practices Sales Call Center Coaching 62

Amity

MAY 5, 2017

If it feels like there’s an internal conflict around that, the company as a whole needs to become more customer-centric and break down those silos. Without that strong leadership from the top, it becomes harder for Customer Success to get involved pre-sales. How do you reevaluate goals throughout the customer lifecycle?

Customer centricity 73

Customer centricity Sales Consulting Consulting 73

Talkdesk

APRIL 27, 2016

Nick: The first year of our conference, Pulse , I didn’t practice at all. The next year, I decided to hire a speaking coach. My speaking coach was a great person, but I’ll never hire anyone ever again for that job. Join Nick Mehta and a community of customer-centric business leaders at Opentalk 2016.

Coaching 40

Coaching Scripts Customer centricity Enterprise 40

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Laura Lakhwara – Senior Manager, Customer Success, UiPath. Customer experience is more important now than ever,” she said.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JUNE 15, 2021

Recruit, develop and motivate talented Customer Success team members who bring a customer-centric view to their everyday interactions. Proactively manage and develop team members through frequent coaching, performance reviews and training. Supporting Awards Manager and Conference Producers with membership engagement.

Upselling 10

Upselling Coaching Customer centricity CRM 10

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

SEPTEMBER 11, 2020

When Customer Success has feedback for Product, they should neutralize the emotion and highlight the recurring revenue that’s at stake. Teach Product how to empathize with the customer and perceive the pain that’s felt by customer-facing teams.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

SmartKarrot

MAY 4, 2023

Yet the operational efficiency of such an ecosystem relies on efficient communication, and that’s where an efficient call coach comes into play! What’s a call coaching? Just as it sounds, Call Coaching is a process of building your cross-functional teams to communicate effectively and efficiently.

Coaching 10

Coaching SaaS Feedback Sales 10

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

C3Centricity

JULY 20, 2020

Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business. Failure is not fatal, but failure to change might be” John Wooden, American Coach.

Marketing 77

Marketing Coaching Sales Customer centricity 77

C3Centricity

MAY 1, 2018

Failure is not fatal, but failure to change might be” John Wooden, American Coach. The same goes for meetings, events and conferences once they’ve started. If you are struggling to develop insights that truly resonate with your consumers or customers, I suggest you follow these 8 tips. #1. Accept defeat and mistakes.

Marketing 48

Marketing Customer centricity Coaching Sales 48