Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

Coaching 91

Coaching Customer Service Scripts Morale 91

CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ShepHyken

JUNE 25, 2021

Case in point: if you’re talking about transforming your culture to one that is customer-centric, yet you continue to push staff to make their quarterly numbers and reinforce behaviors that speak to a focus on growth at all cost – sans focusing on the customer experience – then you’re not walking the walk. .

Customer centricity 297

Customer centricity Coaching Consulting Consulting 297

CSM Magazine

OCTOBER 17, 2023

Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CX Global Media

FEBRUARY 6, 2019

But I was given my reality check when I met up with Alon Waks of Kustomer at Customer Contact Week. Here is an edited transcript of my interview with Alon Wolks: Jim Rembach : Hey this is Jim the Fast Leader Show and Call Center Coach and I’m here at CCW with Alon Walks of Kustomer. appeared first on Call Center Coach.

Contact Center 270

Contact Center B2C Coaching Call Center 270

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible.

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

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

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I 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

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Integrity Solutions

JULY 13, 2020

To achieve more, salespeople need to learn how to overcome their self-limiting beliefs — and they need sales managers who are equipped to coach them effectively in this area. Top-performing sales reps are a hot commodity in good times and in bad, but maybe even more so in a tough economy when you need a highly engaged, purpose-driven team.

Sales 104

Sales Coaching Customer centricity Employee engagement 104

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

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

Playvox

SEPTEMBER 30, 2021

Incorporating gamification into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods. It also lets supervisors assess them and take the necessary action to help with training and coaching. Employee Engagement. Break up the Monotony. bad link]].

Gamification 52

Gamification Call Center Contact Center Coaching 52

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence.

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. This involves being open to criticism from employees and peers.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Customer Relationship Metrics

JULY 26, 2017

In addition to QA, we know that performance measurement and employee development are somewhat similar to the practices used several decades ago. And it sets agents up to fail in a customer-centric world. Just like you grade the call internally, your customer should grade the call externally. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ClearAction

DECEMBER 16, 2017

Every manager should think of their responsibility as a 3-legged stool: accountability for customer experience ripple-effect plus talent plus resources (financial/tools/etc.). In team sports, coaches and the team captain set the example by being very focused. Customer Experience Collaboration Wins Championships (4-point checklist).

Customer Experience 89

Customer Experience Employee engagement Journey mapping Coaching 89

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 62

Contact Center Coaching Scripts Management 62

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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

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

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Encourage employee self-care.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Horizon CX

MARCH 25, 2019

This involves being open to criticism from employees and peers. In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. Leaders who reach out to their employees improve employee engagement.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Global Response

FEBRUARY 9, 2023

Starbucks While Starbucks hasn’t always been a customer-centric company, its pivot toward customer obsession in recent years provides a great example for other companies to follow. As you can see, Starbucks didn’t need to reinvent the wheel in order to improve customer loyalty and customer-centricity.

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

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