ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Customer centricity 295

Customer centricity Coaching Consulting Consulting 295

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. Employee Engagement: Your employees are people, and likely support the same team or local causes.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Effective sales conversations, however, are rooted in a mindset of listening to understand.

Sales 86

Sales Coaching Consulting Consulting 86

CX Global Media

JULY 12, 2019

Not counting layoffs or other types of involuntary termination, data from the US Bureau of Labor Statistics shows that three and a half million employees have left their job voluntarily every month since January 2019. Michael Pace shares contact center industry opportunities on agent retention in contact centers and common mistakes to avoid.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Mark Brody Contact Center Industry Professional.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. then it will reflect in your employee’s behavior towards customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Writer/Analyst by trade.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Working across industries such as manufacturing, IT, and consulting, what has your journey been like? How are employees engaged and mobilized towards delivering customer experience? You are right.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

SharpenCX

MAY 5, 2020

What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. Gallup found that engaged employees are 59% less likely to seek out a new job or career in the next 12 months. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Call Center Weekly

OCTOBER 25, 2018

Timely Feedback/Coaching: Feedback should be given as swiftly as possible. I have led or consulted contact centers of various sizes across numerous industries. This gives the agent insight into what the leadership team is looking for, and offers a chance to provide feedback on creating a great customer experience.

Customer Service 136

Customer Service Government Feedback Contact Center 136

Customer Guru

MARCH 7, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Atos operates under the main brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Working across industries such as manufacturing, IT, and consulting, what has your journey been like?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Working across industries such as manufacturing, IT, and consulting, what has your journey been like? How are employees engaged and mobilized towards delivering customer experience? You are right.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . 5 ways to become a WFM guru. Don’t be afraid to ask for help.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Russel Lolacher

APRIL 5, 2021

So here’s just a bit of what I’ve learned so far: What I’ve Learned…about Public Engagement. Your audience wants to engage with you – conversations are happening about you and your industry, whether you are a part of them or not. What I’ve Learned… about Employee Engagement.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Russel Lolacher

MARCH 20, 2023

Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Consulting Consulting 98

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Please Share. – Click to Tweet . – Click to Tweet .

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session . Can you Hear Me Now?

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Its versatility and smart features have earned the trust of the industry, and its benefits have made it the top choice for businesses seeking to stay competitive in an increasingly digital world.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Bill Quiseng CX Expert, Speaker & Consultant. Here’s what they said. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Its versatility and smart features have earned the trust of the industry, and its benefits have made it the top choice for businesses seeking to stay competitive in an increasingly digital world.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.”

Morale 59

Morale Contact Center Accountability Personalization 59

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

MAY 13, 2020

Communicate with your customers now and try to forecast if you are in an industry with a similar situation. For example, in the medical device field, when elective surgeries open up, the need for inventory and a fast process will be high. Prepare and put these systems in place right now.

Sales 122

Sales Accountability Personalization Employee engagement 122

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. The importance of preparation, and its dark side. Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Dialer 360

JANUARY 8, 2019

At the essential part of rep’s engagement is similar to any industry. This era, an economy, you are enabling to build your industry brand. This is why some industries decide to focus on their resources. The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today?

Employee engagement 23

Employee engagement Call Center virtual call center Surveys 23

NobelBiz

MAY 22, 2022

Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Rachel Macklin Rachel has a staffing and consulting background with over 15 years of experience. Call centers face an extremely competitive environment, and their employees are one of their most valuable assets.

call center workforce 52

call center workforce Call Center Management Gamification 52

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. So a lot of people these days are you know, realizing that maybe they are in the wrong career or in the wrong industry.

Personalization 98

Personalization Coaching Education Marketing 98

JustCall

NOVEMBER 16, 2022

The call center industry is all about winning a customer for life by providing the best customer service, resolving queries, handling complaints, and giving them a memorable experience. Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times.

Call Center 52

Call Center Consulting Consulting Education 52

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. That’s an industry and government definition; to us they are part of our valued customer base. Recognition: Celebrate your customer service heroes. million passengers a year needing assistance.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. You know, your replay.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Russel Lolacher

MARCH 13, 2023

It has to be done in consultation with employees. So this this chasm that exists between the employee experience and the leadership experience is becoming more pronounced, it’s getting wider and wider. And unfortunately, that’s not being done. Because things are happening in a very, very fast click.

Government 98

Government Management Employee engagement Coaching 98

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Consulting 52

Consulting Consulting Personalization Contact Center 52