Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Many companies seek easy ways to fix their customer service challenges.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. If a leader is good at coaching, let them do the coaching piece of leadership on their team. When this happens, customer service scores increase.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. A victim mindset can hinder personal and professional growth. I beg to differ. I know you will enjoy this episode!

Accountability 202

Accountability Coaching Best practices Customer Service 202

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

FEBRUARY 13, 2024

Know who the strongest players are among your current employees so you can keep them on your team. How Do You Identify Top Customer Service Talent? Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? Consider allowing high-performing agents to coach peers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

SharpenCX

MAY 26, 2020

And sometimes, customer service teams are written off because the staggering turnover rates make execs think it’s a lost cause to invest in agents. And it’s easy to think that once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Think about it. Summits are like retreats.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Integrity Solutions

AUGUST 23, 2019

We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

Employee engagement 43

Employee engagement Banking Management Customer Experience 43

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? From Jeff Toister: Books To Read: Ken Blanchard's Whale Done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

MAY 5, 2020

What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. Gallup found that engaged employees are 59% less likely to seek out a new job or career in the next 12 months. This doesn’t have to be the case for your agents.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

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 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.

Construction 190

Construction Coaching Employee engagement Feedback 190

ShepHyken

MARCH 11, 2022

Check-in on remote employees and spend some time making a human connection before diving right into tasks and to-do lists. It’s customer service 101, and it applies to your team members too. . Understand that the times are changing, and the needs and expectations of employees are changing too. Anticipate their needs.

Coaching 234

Coaching Personalization Customer Service Marketing 234

CSM Magazine

JULY 9, 2021

Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section. What Is Customer Service Executive?

Customer Service 59

Customer Service Finance Enterprise Coaching 59

BlueOcean

JUNE 26, 2018

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? We can easily train someone to be successful in hospitality – but only if they have the personality fit and values first. Empathy is key.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

SharpenCX

JUNE 8, 2021

In order to improve your customer retention rates, you need goal posts for your team. Set goals for your team, informed by your existing data, that are personal to your contact center’s strengths and weaknesses. That way you know how to service customer relationships for the long haul. Unify your data: Blah.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits. Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

MARCH 24, 2021

If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. To give you an idea of how a cloud call center can help you, here are four projects you can take on for better customer service with your cloud tech. How about social media?

Call Center 67

Call Center Technology Customer Service call center software 67

CSM Magazine

OCTOBER 17, 2023

These are trends that apply equally to the world of customer service. 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.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Integrity Solutions

APRIL 16, 2021

What Gets in the Way of a Customer-Centric Culture. Most businesses like to say they’re customer-centric, but in many cases, it only applies to a specific function or department, like sales or customer service. This hints at why building a customer-centric culture is more challenging than you might initially think.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

NobelBiz

MAY 16, 2023

The hosted contact center’s intelligent routing system then directs the customer to the most appropriate agent, based on factors such as availability, skill set, and customer history. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. According to zippia.com , cloud-based (i.e.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Personalized Agent Training The adoption of digital gamification is a major component of this change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CX Global Media

JULY 12, 2019

Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. Michael Replogle ??Vice

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Dealing with the public is great training for customer service.

Coaching 152

Coaching Government Scripts Employee engagement 152

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. workers reported being engaged with jobs in a recent study.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

SharpenCX

SEPTEMBER 30, 2020

Keep it personal(ized). The future of omnichannel lies in keeping things personal. Some 79% of customers say personalized customer service is more important than personalized marketing. Your customers have already made the decision to be just that–your customers. And they can tell.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

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.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52