Virtual Live Labs

MARCH 23, 2020

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130

130

ShepHyken

JUNE 26, 2023

Work Institute did a massive survey of exit interview investigations, and here’s what they found – Top 5 reasons why employees leave: Reason #1 Career – 24% of the employees leave because they couldn’t see a clear career path. Why do employees tend to leave the company they work with?

Surveys 156

Surveys Personalization Sales Customer Experience 156

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 201

Government Customer Service B2B B2C 201

ShepHyken

APRIL 14, 2023

Bye Bye Bye: Poor Managers, Lack of Flexibility, and Lack of Career Development are the Three Leading Reasons Agents Leave Their Jobs In a flexible and sometimes remote workforce, managers are challenged now more than ever to help their agents find satisfaction in their jobs.

Contact Center 161

Contact Center Management Customer Service Personalization 161

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. 3: Ensure customer wins are shared out at companies. Make it easy to broadly share wins across the company so more teams are familiar and want to use your product.

B2B 92

B2B SaaS Sales Accountability 92

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

ShepHyken

JANUARY 22, 2024

AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees. How can companies effectively measure and manage processes to improve customer service experience?

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 190

Government Customer Service B2B B2C 190

Beyond Philosophy

APRIL 20, 2023

So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Therefore, you must learn about the company culture and product before joining a company. All of these activities will presumably reveal whether the company is a match for your next steps. Click here.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

ShepHyken

SEPTEMBER 5, 2023

Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. It’s more than just the confidence to continue doing business with the company after the interaction. It’s about fixing the customer, which means restoring confidence.

Customer Service 207

Customer Service Customer Support Management Customer Experience 207

CCNG

MAY 11, 2022

Using a database of 30 million profiles, Zippia, a career research firm, estimated there are over 417,188 call center agents currently employed in the U.S. (We Some are seeking longer tenure and career advancement into management, while others do not see themselves working in a call center long-term. Let's keep it real.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Why are companies so stuck on maintaining the same organizational structure? The company can get rave reviews and attract more customers. Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. It doesn’t enhance your career as an employee to avoid having a view. Subscribe today right here.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. However, this past year, he took on a new class and developed it from the ground up, something he had not done much in his career. We all need people, even my podcast partner, an introvert who actively avoids people.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. However, my experience is to the contrary; company politics are all over the place.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

JULY 19, 2019

I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. Company politics are ubiquitous and influential. Managing them is part and parcel of a career. As a senior vice president, at a large telecoms company, office politics surrounded me.

Management 268

Management Entertainment Consulting Consulting 268

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

CCNG

SEPTEMBER 14, 2022

I was sharing how I started as an agent, moved into leadership within centers and then I transitioned to the technology side becoming an executive in software companies that served the industry. I have met so many people over the 25 plus years in the space who like me, came up from the agent or supervisor level to make a spectacular career.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

APRIL 13, 2022

None of this is entirely black and white, but it should be considered as you ‘rinse and repeat’ your career each day, week, month, year. Throughout Kevin’s career as a corporate operations leader, he has led business and strategic direction for long-term planning and process optimization. or “Is there a better way?” Take a listen….

CCNG 195

CCNG Sales Personalization Management 195

Steve DiGioia

OCTOBER 15, 2020

It usually goes to the one who is the best and willing to do as needed in the best interest of the company. These are the steps you need to take to get ahead in your career. So, what do you do to get ahead in your career? Don’t get involved in office gossip. Don’t try to be the “funny guy” or the one with the great stories.

Personalization 279

Personalization 279

Beyond Philosophy

APRIL 15, 2023

Here are some other key moments in the discussion: 02:50 Colin shares what he learned about choosing the right companies for his career goals by mucking it up in his 20s with one company worse than the next. Similarly, we share some of our triumphs, too, with the hope that these success stories might help some of you as well.

Consulting 195

Consulting Consulting Customer Experience 195

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers. Career Pathing Resources.

Employee engagement 265

Employee engagement Education Analytics Technology 265

ShepHyken

AUGUST 10, 2020

Many companies are and the pandemic has brought them into the spotlight. Ad Age) These seven experts from Ad Age Collective have spent a lot of time examining user behaviors and have offered their insight into how a company can build long-term brand loyalty with offerings without alienating their customers.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

ShepHyken

AUGUST 31, 2021

Each person in the company should be an Experience Maker. WISER is a framework that companies can use to create experiences that people want to talk about. Be a customer of your own company so you can see what your customers see. Quotes: “Every decision a company makes affects the customer.

Coaching 351

Coaching Marketing Customer Care Customer Experience 351

Beyond Philosophy

FEBRUARY 25, 2023

Moment that rivals some of the most significant in his career. 08:10 Colin shares a story about calling his health insurance company and how they did not respect his time, how that could result in his finding a new provider, and how they will never know why.

Surveys 221

Surveys Customer Experience 221

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Programs that establish the desired career paths, as well as additional avenues for growth, can help lay the groundwork for increasing employee satisfaction and reducing attrition.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Playvox

MARCH 12, 2024

You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

JANUARY 8, 2024

Businesses in this sector, like car dealerships and grocery stores, offer varied career opportunities. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field.

Healthcare 52

Healthcare Real estate Education Banking 52

ShepHyken

SEPTEMBER 4, 2019

Four questions and statements sum up what I’m talking about: At the unknown stage of his career, the question is: “Who is John Smith?”. One day, not too many years later, few people remember his career and we’re back to the question: “Who is John Smith?”. The first is product—what the company sells. He retires but is remembered.

Entertainment 278

Entertainment Feedback Customer Experience Customer Service 278

ShepHyken

FEBRUARY 27, 2023

Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story. His latest book, Is Marketing A Good Career? , is now available on Amazon.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Marketing 179

Marketing Customer Experience Management 179

CustomerServ

FEBRUARY 7, 2023

Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. What is impact sourcing, and why is it relevant?

outsourcing 118

outsourcing 118

IdeasUnlimited

JUNE 9, 2023

With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. The group recognized outstanding performances, standout roles and shared career stories. A company full of happy workers is a company geared towards success.

Enterprise 98

Enterprise Personalization B2B Sales 98