Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). We know that we are, in the well-worn phrase, ‘creatures of habit.’ The statisticians know, however, and marketers want to know what they know.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. This works by using images and video from past support interactions to help train and onboard new agents and technicians. Onboarding & Training. Sales Support. Coordinating Curtains.

Technical Support 191

Technical Support Sales Upselling Technology 191

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews. Coaching needs to happen in real time from management. Signs that the person feels distressed or flustered.

Call Center 345

Call Center Contact Center Finance Consulting 345

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

TeamSupport

OCTOBER 14, 2020

Let’s revisit an excerpt from an interview we did with Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People. These sorts of check-ins might allow the introverts on the team to participate more than they would in person. Don’t be afraid to lighten things up !

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates provide the most effortless and personalized omnichannel technology to companies looking to revolutionize customer communications in their industry.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Balto

JULY 8, 2022

By now we all know that the COVID-9 pandemic has rapidly accelerated the convergence of unified communications (UC) technology, including voice, messaging, and video, with contact center capabilities. Voice is still king and remains the key interaction channel of choice , especially, particularly for sensitive or personal issues.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

TeamSupport

APRIL 15, 2020

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”. Mike Caracalas: Don’t be afraid to lighten things up !

Coaching 64

Coaching Education Consulting Consulting 64

CSM Magazine

DECEMBER 5, 2017

Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. The use of video will continue to evolve in the customer service space. Emotional Detection. ” AR & VR.

Customer Service 80

Customer Service Gamification Self service CRM 80

Netomi

JANUARY 5, 2022

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL. In fact, now I’m offering coaching for leaders, too.

Education 88

Education Healthcare Scripts Customer centricity 88

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). In reality, most financial services providers don’t consider CX an urgent priority.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Toister Performance Solutions

FEBRUARY 20, 2020

One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. For some reason, this doesn't happen in other service channels.

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

JustCall

JANUARY 31, 2023

Powered by AI, Dialpad doubles up as a unified communications platform that offers text messaging, VoIP calling, and video conferencing tools. Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. 323/SIP room systems.

voip 52

voip Enterprise Interactive Voice Response CRM 52

CrazyCall

SEPTEMBER 4, 2018

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. Personal blog. Personal website. Personal blog. Coach to SaaS founders, Chief instigator at DanMartell.com.

Sales 129

Sales SaaS CRM B2B 129

Customer Interactions

FEBRUARY 20, 2015

Recently, representatives from Baylor University talked with Athletic Business Magazine about how real-time video surveillance has helped to ensure a great game-day experience for Big 12 football fans at Baylor’s all-new McLane Stadium. A key part of delivering that experience is a video surveillance system.

Construction 30

Construction Coaching Consulting Consulting 30

Babelforce

SEPTEMBER 15, 2021

A good example is the consulting firm Booz Allen. It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 8 Personalize your training.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Real Blue Sky

JUNE 15, 2022

According to a study from the Boston Consulting Group – companies with effective onboarding strategies are 22% more profitable than their less engaged counterparts. There is a direct correlation between employee turnover, and lack of engagement to poor training, professional development, and coaching.

Contact Center 52

Contact Center Consulting Consulting Coaching 52

Integrity Solutions

MAY 24, 2023

It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. The Sales Coaching Factor There are three conversations that unlock sales success: the conversations salespeople have with (1) their customers, (2) themselves and (3) their coach.

Sales 52

Sales Coaching Accountability Personalization 52

CX Global Media

APRIL 10, 2017

You might need to access product materials, reference a how to video, highlight a client testimonial, or visually review a customers billing history. A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production.

Sales 120

Sales Contact Center Customer effort Call Center 120

DMG Consulting

JULY 9, 2021

Unfortunately, this outstanding employee cannot travel to the office 5 days a week, due to personal commitments. These are short contacts (face-to-face on-site or by video when remote) to check in with each agent, answer their questions, and ensure they have the support they need for the day.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

JustCall

NOVEMBER 16, 2022

Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times. Develop Call Center eLearning personalized programs that amplify the strengths and eliminate the weaknesses of trainees. Encourage the overachievers to lead the team by example.

Call Center 52

Call Center Consulting Consulting Education 52

Connecting the Dots

OCTOBER 20, 2021

A customer delight formula does not require personal interaction on the phone. 48% of delight was created by chat, email or video chat. Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. A customer delight forumla must be measured, analyzed, trained, and managed.

Entertainment 62

Entertainment Coaching Airlines B2B 62

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. He is the founder and CEO of the Tormey Consulting Group and the immediate past CEO of Xenon-VR Inc., Recognition, documentation, and submission of adverse events and product complaints.

Healthcare 52

Healthcare Customer Care CRM Self service 52

aircall

JUNE 18, 2021

Depending on your campaign, a conversion could be anything from signing up for your mailing list or clicking on a CTA button to scheduling a free consultation. Video Views. Video views are a simple and reliable way to measure customer engagement. The more views your video content has, the more appealing it is to your audience.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant.

Coaching 106

Coaching SaaS Metrics Accountability 106

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Sometimes it’s easier to learn [compassion] at work, than in our personal life because work is about action. How we can foster compassion in others.

Coaching 98

Coaching Personalization Consulting Consulting 98

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ChurnZero

JANUARY 22, 2021

To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Q: How do you set a clear future meeting date when using chat or email as opposed to phone or in-person conversation?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Using biometrics, agents can recognize customers, and greet them in a personal manner. Customer Identification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. First, they keep your connection with team members strong and are a terrific forum for investing in their continued personal and professional growth.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Russel Lolacher

DECEMBER 5, 2022

In this episode of Relationships at Work, Russel chats with mental health advocate and motivational speaker James Pickles on his personal experience with the impacts of burnout at work on mental health – breaking down because if it and the journey to rebuild. . James Pickles Coaching. James Pickles Coaching on Linkedin.

Coaching 52

Coaching Entertainment Sales Personalization 52