CSM Practice

DECEMBER 29, 2020

I’m Diane Diane Hanson, management consultant, and with me is Christine Salvo, therapist, certified mediator, and certified hypnotherapist. I’d be the first one to admit, if you look at managers, they are either people-oriented or very task-oriented and I would say I tend to be more task-oriented than people-oriented.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. That's the essence of digital learning and is it's the new normal for employees' knowledge needs.

Technology 136

Technology Entertainment Customer Experience Coaching 136

Connecting the Dots

OCTOBER 20, 2021

A customer delight forumla must be measured, analyzed, trained, and managed. Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. How much time does your company spend on training and coaching simple calls that could become delight calls or chats? Not too motivating.

Entertainment 62

Entertainment Coaching Airlines B2B 62

360Connext

AUGUST 14, 2017

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Tell Me More. Get in Touch! Your Name *. Phone Company Name.

Real estate 77

Real estate Construction Automotive Coaching 77

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

CrazyCall

MAY 20, 2019

– Jeff Goldberg, President & Lead Sales Trainer/Coach at Jeff Goldberg & Associates. – Marcus Langmaid, Owner of Marcon Consulting. From my personal experience, one of the best sales tips I’ve come across is embracing the consultative sales approach. – Jordan Belfort, Sales Coach at JordanBelfort.com.

Sales 123

Sales Coaching Scripts Education 123

JustCall

FEBRUARY 13, 2023

Managing teams, whether big or small, has its own challenges. From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lurch. You can use it for Customer Relationship Management (CRM). What’s even better?

voip 52

voip Call Logging Finance Sales 52