Call Design

AUGUST 9, 2021

Modern-day AI makes decisions and outputs based on the analysis of previous events, then makes a consolidated prediction for future outcomes. Whilst modern-day technology was not able to predict the events of the pandemic were going to take place, it did assist managers and agents through difficult times.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. 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. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. So while this is effective for them, it might not work for everyone.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

TechSee

MARCH 7, 2023

She is also an active member of the Women in AI Canada group, participating in mentorships, events, & talk shows. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven. She is known globally for transforming businesses.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

SharpenCX

AUGUST 19, 2021

And, Shopify even hires out experts to consult on business projects and coach customers on how to get the most from their suite of tools. >> Learn More: Get an all-in-one contact center platform to streamline your customer experience. Customers don’t have to glue together a bunch of different solutions and hope they stick.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

VirtualPBX

JANUARY 27, 2022

It ensures that if we lose a possible customer prospect or forget to mention a special event, our call logs allow us to go back immediately and contact that person. These data points help me prepare beforehand when it is time for weekly 1:1s or group consults with team members. As we are always learning, the same goes for coaching.

Call Logging 98

Call Logging Coaching CRM Sales 98

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Outsource Consultants

AUGUST 7, 2023

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. This allows the QAS to focus on coaching instead of call review. In the event of an expected increase in calls, working with your team and BPO partner is vital.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

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 reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

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. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. Lincoln Murphy.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack. PETER LAVERS , CX CONSULTANT AT THINKCX. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

CSM Magazine

OCTOBER 18, 2022

Alongside product, the company has a robust support community that organisations can tap into, including the success centr e , champions network , larger forums, and monthly user events to connect and share best practices. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

JULY 26, 2023

Flexibility is a Two-Way Street A flexible approach benefits agents psychologically while making contact centres more agile and better prepared for volatility in demand and other unexpected events. About the Author Nick Brook is a Senior WFM Consultant/Project Manager at Calabrio. Calabrio is a trusted ally to leading brands.

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

OCTOBER 18, 2022

Alongside product, the company has a robust support community that organisations can tap into, including the success centr e , champions network , larger forums, and monthly user events to connect and share best practices. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CX Global Media

JULY 9, 2019

Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Since 2003 Colin has led Taylor Reach to success in contact center and customer experience consulting, with offices in the US, Canada, Europe, and Asia. Randy Rubingh ?? Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CSM Magazine

JANUARY 25, 2022

If you’ve been reeling from the events of the last year, grappling with The Great Resignation , and just trying to keep things afloat…it is understandable. This is why so many leaders focus on personal development, get executive coaching on their well-being , and invest in learning new skills. It shouldn’t be so tough, right?

Customer Care 52

Customer Care Consulting Consulting Coaching 52

Education Services Group

FEBRUARY 5, 2021

The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Presented at over a dozen Customer Success industry events as thought leaders in the space. Learn more at esgsuccess.com.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

Micah Solomon

JULY 12, 2014

As a professional keynote speaker , I know that the obvious part of my job is, well, obvious: I get up on a stage, freshly showered and dressed–me, not the stage–and kick off an event by speaking. How do keynote speakers add value to your company, your event, your conference, your corporate future–if in fact we do? Here’s why.

Coaching 40

Coaching Customer Service Consulting Consulting 40

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. We are are expanding the fanfare all month long!

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Beth Carey | Co-founder and CEO, Pat AI.

Government 75

Government Gamification outsourcing Consulting 75

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. This made it difficult to find referenceable customers to speak at events or provide case studies. To build customer trust, coach your team to be consistent in how they respond to and communicate with customers on all subjects.

Scripts 98

Scripts Sales Customer centricity Coaching 98

CSM Magazine

DECEMBER 1, 2022

Both depend on having the right specialists in place, who are trained and coached the right way, and are provided with the right technology. Recognition, documentation, and submission of adverse events and product complaints. He is the founder and CEO of the Tormey Consulting Group and the immediate past CEO of Xenon-VR Inc.,

Healthcare 52

Healthcare Customer Care CRM Self service 52

CX Global Media

JULY 12, 2019

Business Partner and Owner, The LAMA Training by McKee Consulting. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents. Dick Finnegan Coach | Trainer | Speaker | Author |.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Nicereply

JULY 16, 2020

When consulting with stock experts, he noted that most bids to bring out the stock ranged between sixty and ninety times earnings. Master negotiators are experts at using a series of tools and acting in pre-planned ways in response to negotiation events. Know-How to Coach the Transition. Practice and Define Your Strategy.

Coaching 92

Coaching Consulting Consulting Sales 92

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. So the third thing is enter a coaching moment. And so we had a coaching conversation. And I’m not done yet.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. This event takes a unique approach to getting your hands dirty, with workshop components like no other.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Aspect

SEPTEMBER 20, 2017

He, according to my Mom, was usually on a need-to-know basis for these things and as was the case with many of these formative-years events, he didn’t need to know. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely replaced.

Customer Service 86

Customer Service Coaching Consulting Consulting 86

Customers That Stick

OCTOBER 16, 2014

Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. Meet Melissa Kovacevic!

Customer Experience 124

Customer Experience Telemarketing Coaching Contact Center 124

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Foster relationships and uncover additional client needs while also generating referrals/leads to other clients and consultants.

Upselling 19

Upselling Coaching Best practices Consulting 19

Liveops

FEBRUARY 8, 2019

She started consulting in a variety of capacities, including executive coaching, business strategy and career counseling. I wanted to work long enough to understand the experience and become better at what I do in my consulting capacity. Sharon hosts meetup events in her community. No signs of slowing any time soon.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. I learnt about Socratic Questioning during my qualification as a leadership coach. Some teams have event decided to make practising of questioning skills a regular part of team meetings. Then delegates get to have the fun of role play.

Analytics 100

Analytics Banking Consulting Consulting 100

CSM Magazine

DECEMBER 28, 2021

Other means for employee engagement are also important, such as structured focus groups, team events, networking groups, special interest opportunities, company-sponsored charity opportunities, lunch-and-learns, “meet your VP” and team collaboration are all ways to encourage engagement and foster inclusion. About the Author.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

Fonolo

JANUARY 14, 2020

Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Here, Jeannie gives her thoughts on the latest industry news, strategies and tactics to improve your customer journey, and round-ups of the conferences and events she attends. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136