The Northridge Group

APRIL 22, 2024

In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker. She works with customer service organizations to help improve the quality of emails, chat, and social media messages that frontline staff write to customers. So, will AI fix the employee experience in customer service?

Technology 76

Technology Coaching outsourcing Customer centricity 76

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience? 3: Winning By Design.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Hodusoft

MAY 29, 2024

It offers advisory services, research, and user reviews over 300 market categories, which include medical, CRM, HR, construction, business intelligence, and marketing automation, and, of course, call and contact center software solutions.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Tethr

AUGUST 18, 2020

Customer-centric is more than a catchphrase. Organizations with a strong customer-centric culture use metrics and the insights behind them to ensure that every employee is performing their job to the best of their ability. Improvements that add value to business outcomes can then start sooner rather than later.

Customer Experience 106

Customer Experience Customer centricity Customer effort Enterprise 106

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. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CSM Magazine

OCTOBER 10, 2023

In the contact centre, where customers may be anxious, angry or upset, the effect often throws agents off course, impacting their mood, amplifying disengagement, and increasing AHT. While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. There are ways to suggest a better course of action without being as blunt as saying no. Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!” In improvisational acting, no is a bad word.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

CSM Magazine

JANUARY 18, 2023

Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. I look forward to guiding Calabrio into its next phase of strategic growth as we expand our efforts to optimize the contact center customer experience.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. The learner reflects on the experience by comparing it to prior experiences.

Contact Center 269

Contact Center Morale Call Center Metrics 269

SharpenCX

JULY 26, 2023

It provides deeper insights on customers. Want to become more customer centric? Get to know your customers on a deeper level — not just their name, contact information, and purchased products, but their likes, dislikes, and inclinations for future purchases. From there, you can set goals for improving the metric.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

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. I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations.

Education 88

Education Healthcare Scripts Customer centricity 88

Beyond Philosophy

OCTOBER 3, 2014

Downie is committed to the idea that leadership is key for having an excellent Customer Experience. He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Most of all, his leadership and emphasis on Customer Experience is the key to its success. Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Global Media

JULY 8, 2019

Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Watch Lance as he reveals the foundation of how he and his team made the contact center an honored guest at the table and how they became a culture catalyst for customer centricity. .

Contact Center 120

Contact Center Education Coaching B2B 120

Customer Relationship Metrics

JULY 26, 2017

And it sets agents up to fail in a customer-centric world. Now, contact centers must implement a constructive process that focuses primarily on knowledge gained from customers, not from internal criteria assumed to create customer-centricity. Customers are the judge, jury, and executioner. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Magazine

JANUARY 19, 2023

This could be as simple as ‘send Fred on a product training course’ because your data has picked up that a customer was frustrated because Fred couldn’t help them. Be a CX driver Look beyond the contact centre and work with your Marketing, Sales, Product, and HR teams to identify how the voice of the customer can assist them.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

MAY 26, 2020

There are three elements to a change that impacts the level of resistance: 1) Size/Scope/Impact of the Change – We tend to roll out big changes and of course, there’s some appeal in the approach of taking the whole, well-described package and implementing it across an organization.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92

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

3CLogic

MARCH 25, 2022

When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. The reality, of course, is far different. Voice-enabled self-service that allows customers to remedy an issue without ever speaking to an agent.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

Skybridge

AUGUST 24, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. That’s a hiring, training, and coaching investment. That’s not an IT investment. The need to feel cared about.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

CSM Magazine

AUGUST 8, 2023

Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing. The digital foundation of customer-centric contact centres, Calabrio helps enrich and interpret human interactions, empowering the contact centre as a brand guardian.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Help Scout

APRIL 29, 2021

Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Define customer service quality: You can’t have a customer service culture if you don’t know what you mean by good customer service.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

SharpenCX

JANUARY 21, 2020

When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. And those loyal customers pack on a higher LCV and ROI than new customers. Reese found that customer-centric companies fulfill the big picture needs of customers. Access to customer information?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Integrity Solutions

OCTOBER 30, 2019

In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. The Value of a Great Coach. The post Are your sales training efforts keeping up with customer expectations?

Sales 72

Sales Coaching CRM Technology 72

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

Skybridge

SEPTEMBER 29, 2020

This year, you face the additional challenges of maintaining the safety of your customers and employees, accommodating the (perhaps temporary) end to many of the traditional ways you may have served your customers previously, and anticipating your customers’ ever fluctuating needs. It’s a tall order.

Call Center 52

Call Center Customer Care outsourcing Customer centricity 52

CSM Magazine

JUNE 10, 2021

Build momentum around the story – ideally, the story will become a central part of an agent’s thought process, providing a continual source of motivation to help customers. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Beyond Philosophy

OCTOBER 3, 2014

Downie is committed to the idea that leadership is key for having an excellent Customer Experience. He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Most of all, his leadership and emphasis on Customer Experience is the key to its success. Individual development.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. If we can convert 10% of these customers, we will now have 1,000 more highly satisfied customers.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

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. In customer service, essentials skill such as active listening, empathy, and conflict resolution can be learned – but they need to be practised to be perfected. This starts with setting the right tone at the top.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

Beyond Philosophy

OCTOBER 3, 2014

Downie is committed to the idea that leadership is key for having an excellent Customer Experience. He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Most of all, his leadership and emphasis on Customer Experience is the key to its success. Individual development.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

C3Centricity

SEPTEMBER 12, 2016

Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art. In the phone company’s retail outlet, I was shown to the front of the line as a “valued new customer.” You’re welcome.

Airlines 91

Airlines Coaching Banking Customer centricity 91

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . Of course not.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52