CustomerSuccessBox

SEPTEMBER 30, 2021

Webinars are a condensed and easy way to find out more about a topic you like. Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. Link: Onboarding Customers Remotely.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Myra Golden Media

JULY 16, 2019

We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. .

Calibration 153

Calibration Contact Center Coaching Construction 153

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Together, let’s transform your approach to customers.”. Continue the conversation with me?

Coaching 220

Coaching Accountability Feedback Personalization 220

Myra Golden Media

JULY 12, 2019

On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details of this webinar. Even if you can’t attend, get the recording. We send it out the very next day.

Calibration 238

Calibration Coaching Contact Center Call Center 238

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. I spent last week in Carpinteria filming two customer service courses. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback. I haven’t done a live webinar in two, maybe three years.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

CX Global Media

SEPTEMBER 23, 2019

If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. We’re regular exhibitors at ICMI and CCW in the United States and Europe and have had the great pleasure of seeing, hearing and meeting a number of great minds in the customer experience field.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Myra Golden Media

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

Coaching 235

Coaching Call Center Personalization Customer Experience 235

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. This could involve training on product knowledge, customer service skills, and communication techniques. The webinar is free.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. In my business, I use stories to convey messages that will help an organization improve its Customer Experience. In the U.S.,

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . And for all customers, over time.

Contact Center 56

Contact Center Analytics Self service Finance 56

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . During this session, Star and Carlos shared their own real-life experiences on what worked and answered some intriguing questions from the audience that we’ve recapped below.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Likewise AI can help cut the time contact center agents spend helping and responding to customer concerns and inquiries, getting to resolution faster. But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Balto

JANUARY 25, 2024

Joining a fleet of real-time guidance, coaching, and notetaking tools, Balto QA Copilot allows users to auto-score calls based on natural language criteria — without constraining limitations or templates. Companies interested in learning more about Balto QA Copilot can sign up for an educational webinar today, January 25th here.

Contact Center 69

Contact Center Coaching Education Enterprise 69

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” Why employee engagement is important to the customer experience. In fact, engaged employees are 8.5X

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. But is it right for Customer Experience? Act Now to Turn Customer Pain Points into Pleasurable Profits. Cash Isn’t King with Many Retailers These Days.

Banking 0

Banking Coaching Surveys Employee engagement 0

3CLogic

NOVEMBER 27, 2023

The question remains: how can your business realize those cost savings without compromising the quality of your customer service interactions? Or without abandoning customers’ preferred way of reaching out: the always-relevant voice call? How to Use AI to Improve CX AI is important, but it’s not a silver bullet.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

Callminer

JULY 30, 2018

Real-time acoustic analysis can also identify when a call is deteriorating and prompt the agent to adjust their tone in time to rescue the call and deliver a better customer experience. By analysing every customer interaction, you will be able to identify and eliminate most if not all the sources of churn.

Coaching 174

Coaching Best practices Analytics Surveys 174

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Morale 72

Morale Education Surveys Accountability 72

Serenova

NOVEMBER 14, 2019

This is bad news for contact centers with disengaged employees since the battle to deliver good customer service is usually fought by a company’s frontline: its contact center agents. Here’s a peek of three thought-provoking takeaways you can expect from the webinar: There’s science behind employee engagement. Employees are too.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Myra Golden Media

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

Coaching 204

Coaching Personalization Customer Experience 204

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience.

Morale 276

Morale Coaching Feedback Management 276

Playvox

FEBRUARY 27, 2024

For example, if employers and employees support and respect one another, it can create a positive chain reaction which ultimately can lead to the delivery of outstanding customer experience (CX). Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. Understand customer sentiment. What do they have in common? What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well.

Consulting 351

Consulting Consulting Healthcare Coaching 351

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

MARCH 5, 2024

Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Customer Requirements and Preferences Have Changed Customer expectations and preferences for service and support have shifted dramatically in recent years.

Quality management 78

Quality management Management Contact Center Coaching 78

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. Watch the recording of this webinar to catch up on the full conversation! Q: Is CS fully leveraging its “seat at the table” by tying revenue and growth?

Marketing 52

Marketing Sales Customer centricity Accountability 52

CSM Magazine

MAY 26, 2021

Therefore, it is a great idea to work with an SEO agency or an in-house team in identifying the key improvement opportunities when it comes to the customer experience on your website. Here are a few ways in which you can help your SEO, your conversion rate optimisation , as well as the UX for potential customers on your website.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

Callminer

NOVEMBER 6, 2018

Accenture report revealed that 67% of respondents said they switched because of experience, not product or price. To produce stats as powerful as these, a large percentage of companies must be getting customer experience very wrong. So, why don’t companies act to stop customers saying goodbye?

Scripts 186

Scripts Call Center Call center experience Contact Center 186