SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want. In-line coaching and training. Cloud architecture.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. Involve them in the process, every step of the way.

Technology 76

Technology Coaching outsourcing Customer centricity 76

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 8, 2019

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. Executives are in danger of being too far removed from their customers’ journey.

Customer Care 242

Customer Care Customer centricity Analytics Coaching 242

Tethr

AUGUST 18, 2020

Without using some sort of metric to gauge customer expectations, how do you even know if you’re coming close to meeting them? Actively listening and measuring customer feedback is the first step to making sure you are making progress toward an effortless experience. Customer-centric is more than a catchphrase.

Customer Experience 110

Customer Experience Customer centricity Customer effort Enterprise 110

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. It’s all too easy to fall into the trap of one-way presenting during a virtual sales meeting, especially if you’re not as confident or comfortable using virtual media.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

Horizon CX

FEBRUARY 29, 2024

Too often businesses treat customers with minimum effort which comes across as perfunctory— a superficial and routine interaction that lacks genuine care, empathy, or effort to meet the individual needs and expectations of customers. Show customers that they are valued and appreciated as individuals, not just as transactions.

Morale 52

Morale Customer centricity Upselling Feedback 52

CSM Magazine

OCTOBER 24, 2023

A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. Jo’s outstanding efforts are evident through her enthusiasm in meeting with other Calabrio customers and sharing her story at events. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. Reducing Customer Effort. Reducing customer effort ranks as the #1 customer experience priority for the coming year. It’s about speed, accuracy and meeting customer needs. So, your customer-centric change can’t be either/or it’s got to be both.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Refining post-sale strategies to better understand and meet the needs of customers.

B2B 92

B2B CRM Enterprise Upselling 92

Peter Lavers

FEBRUARY 27, 2018

Provide continuous coaching. Training customer support agents in sessions early on isn’t enough. That’s where coaching comes in. That’s where coaching comes in. Coaching can take many forms. Like any other employee, reps need time, practice, and professional development to hone their craft.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

CSM Magazine

NOVEMBER 14, 2023

7 Ways to Bridge the Gap However, contact centres have a long way to go to create their dream teams because many agents are not yet ready to meet the demands of an AI future. The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Fonolo

OCTOBER 27, 2020

Whether they were prepared for it or not… “Organizations had planned on years of eventual transformation to become more customer-centric but were able to dedicate resources to do so in months or even weeks. Once the need was pronounced, brands could meet customers’ needs and saw the impact immediately.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Gamification offers benefits to agents while helping contact center leaders meet business objectives. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

APRIL 30, 2024

For example, AI can suggest customized product recommendations or service adjustments that meet the individual’s unique requirements. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

For example, AI can suggest customized product recommendations or service adjustments that meet the individual’s unique requirements. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

CSM Magazine

OCTOBER 17, 2023

The majority (88%) rank engagement scores as the top measurement metric of the future ahead of traditional customer-centric measurement criteria including customer effort and wait times/service levels (78%) or NPS (76%). Calabrio is a trusted ally to leading brands.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

SEPTEMBER 21, 2023

However, managers expressed that agents are not yet ready to meet the demands of an AI-fueled future. Just 49% of managers believe that remote workers are meeting productivity expectations today, which is 24% lower than in 2020. If contact centres are not giving agents the skills to adapt and develop, they are already falling behind.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. The downside is they often miss significant knowledge gaps or broken processes, which contribute to high AHT rates.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

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

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. What are the taboo subjects? How do people get on in the company?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

CSM Magazine

MARCH 27, 2023

Calabrio’s true-cloud, enterprise-grade WFM solution helps offer the access customers desire and unlocks the potential of the contact centres’ greatest asset—the agent. Zoom Contact Center customers can enjoy the functionality of a highly scalable WFM solution that meets the complex needs of contact centres across all industries, globally.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Coaching and training. Coaching and Training. Testing customer success skills.

Management 91

Management Upselling Coaching Best practices 91

CSM Magazine

APRIL 18, 2023

When it comes to agent skills, remember that how you make your customers feel is just as important as whether you solve their problems. Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

JUNE 8, 2023

Calabrio ONE will support a large part of TCC’s 1,500-strong workforce, making it easier to meet multiple client service levels and deliver carefully tailored customer service packages for clients including household names such as Argos, John Lewis, BT, and The Health Lottery.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. As a result, customers don’t get the responses they need and service suffers while agents don’t change their behaviours and lose self-esteem.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Happier contact center agents mean more pleasant interactions for customers. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

JULY 26, 2023

For employers, failure to meet these expectations for flexibility can have a damaging impact on staff retention, a serious workplace challenge. 7 Ways to Create Flexible Teams How can organisations meet employee expectations for greater flexibility? Here are 7 steps guaranteed to point you in the right direction: 1.

Self service 52

Self service Coaching Chatbots Analytics 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

Integrity Solutions

JULY 13, 2020

When salespeople fail to meet their sales goals, it’s the result of a series of unproductive actions occurring throughout the pipeline. 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. Sales Quota Achievement.

Sales 104

Sales Coaching Customer centricity Employee engagement 104

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

OCTOBER 12, 2022

Close the gap – perceptions are everything but there currently exists a giant chasm between what customers want and how their favourite brands actually measure up to the task. For example, only 45% of consumers feel contact centres are meeting their need to be heard and understood.

Coaching 52

Coaching Upselling Analytics Customer centricity 52