CCNG

NOVEMBER 22, 2023

However, not all employees will be recognized, which means that the company risks higher attrition levels, loss of customer satisfaction and loss of profit. If the company is smaller or does not want to invest in employee survey software, create an employee suggestion box.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

JANUARY 31, 2024

Companies are redesigning the workplace as both remote and hybrid work are being cultivated. Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company.

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Customer Experience 341

Customer Experience Management Customer Service 341

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. LOYALTY Customer loyalty to your company starts with company loyalty to your people. Be GREAT out there!

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CCNG

SEPTEMBER 6, 2023

The challenge here is many jobs aren’t ever posted by companies, even on their own websites. This is especially true for higher level leadership positions (Director and up). We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

DECEMBER 3, 2021

In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. .

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

CCNG

MARCH 1, 2022

Some companies are developing a plan on how to build and sustain a hybrid environment that works for both employees and the company. Employees want to belong and to believe that their contribution to the company is valuable. Promotion decisions are not made in a vacuum. This can give a sense of belonging and validation to both.

CCNG 195

CCNG Engineering Consulting Consulting 195

ShepHyken

DECEMBER 6, 2022

When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company. The company’s leadership needs to be aligned with its customer experience goals. Without customers, there is no company. What is legal? .

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

CCNG

JANUARY 10, 2024

How does a company protect itself from litigation if agents have provided consumers with different information based on the day and time they called, emailed, or chatted with the company? If the information is constantly changing, a company must have an audit trail. Will they each get the same correct answer? Has an audit trail.

Technology 195

Technology CCNG Coaching Contact Center 195

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Leadership plays a big part in this. So what if leadership could design an organizational structure to be dynamic instead of static? Is it because that’s the way it’s always been?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise.

B2B 352

B2B Consulting Consulting Marketing 352

CCNG

MARCH 12, 2021

However, consumers are increasingly frustrated at the level of effort required to reach companies to get the help they need. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Focus on leadership. The global pandemic has forever altered customer behavior.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. We wrapped up our discussion by talking about "What is your company's 'why'?".

CCNG 195

CCNG Surveys Personalization Management 195

ShepHyken

SEPTEMBER 14, 2022

It’s not like companies purposely provide poor customer service. The company has chosen to purposely deliver lousy customer service. Believe it or not, some companies choose to ignore creating a good experience. The company wants to deliver a better service experience but can’t seem to make it happen.

Customer Service 263

Customer Service Education Customer Experience Personalization 263

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. How can companies empower their teams to provide outstanding experiences?

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

SEPTEMBER 21, 2022

A company that is trusted by customers is first trusted by employees. . Some companies have a formal feedback program that makes it easy for employees to share ideas to improve virtually every area. Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond.

Construction 179

Construction Feedback Customer Service Management 179

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. That customer will then try to contact the company by phone. Customer phone calls cost the company more money. Companies should see the right knowledge management system pay for itself in a matter of months.

Management 195

Management Average Handle Time Self service First call resolution 195

Outsource Consultants

MARCH 27, 2024

As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions. Studies even show that companies with strong female leadership have higher employee engagement and retention. Strong Leadership and Growth Potential Women-owned businesses are experiencing tremendous growth.

Call Center 67

Call Center Government outsourcing call center workforce 67

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. A Fortune 500 company launches their management cadence I have seen a well-known Fortune 500 company utilize this concept. It was a dismal failure.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ShepHyken

JULY 31, 2023

The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. Repetition is unnecessary friction in delivering a seamless customer support.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. When the employee leaves, the company understands, and everyone parts as friends. Moreover, productivity is the culture at your company, so you should own it.

Management 195

Management Personalization Customer Experience Consulting 195

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. So, let’s start with a Fast Company that has three tips. The research also points to solutions.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more.

B2C 156

B2C B2B Feedback Customer Experience 156

Beyond Philosophy

SEPTEMBER 4, 2021

If you are like most companies, you probably think that you put the customer at the center of everything you do. There are some critical things that the most customer centric companies do differently than the average company. Two of the most significant are People and Culture and Leadership. But do you?

Customer centricity 221

Customer centricity Consulting Consulting Surveys 221

ShepHyken

MARCH 18, 2022

It means that the problem starts at the top, with your leadership team. in your organization – or any organization – start with the leadership team. . But if you scratch your head and think that what you do is fine because you lead a team or lead the company – but wouldn’t want your employees to act the same way – you are wrong.

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Companies often lean towards focusing on the negative 5% of customer interactions, which can result in the creation of rules and procedures based on outliers. Quotes: “It all starts with leadership.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

ShepHyken

JANUARY 28, 2020

They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. It begins with companies truly caring about their people. Management is the manipulation of others for the company’s success. Business has the potential to be the most powerful force for good in the world.

Employee engagement 347

Employee engagement Management Customer Service 347

ShepHyken

SEPTEMBER 29, 2021

One of my favorite companies to write about is Ace Hardware. The company wanted to be known as a world-class retailer. They became so good that other companies, completely unrelated to the hardware and home improvement industry, wanted to learn their secrets. . This company has built a reputation for excellence.

Customer Service 385

Customer Service Customer Experience 385

ShepHyken

APRIL 10, 2019

To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He learned about how to treat the company’s customers with dignity and respect. He began to lose respect for his leadership. Leadership sets the tone.

Customer Service 301

Customer Service Personalization Customer Experience 301

ShepHyken

DECEMBER 29, 2020

There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. Give your customers a voice in your company. Leaders must model the company culture they wish to see. Fully engaged employees and customers translate into greater profit and success for your company.

Customer centricity 184

Customer centricity Employee engagement Coaching Consulting 184

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. ” “People at your company, other than leadership, should have a seat ‘at the table.’

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Contact Center 288

Contact Center Consulting Consulting Call Center 288

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. The best companies, large or small, set the bar higher for all of us.

Customer centricity 173

Customer centricity Customer Service Customer Experience Management 173

ShepHyken

MAY 17, 2022

Creating a Company Culture –. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. Lessons from a Disney Leadership Journey. Look at the people in your companies who are superstars and figure out what makes them great. The Disney Way.

Consulting 173

Consulting Consulting Best practices Customer Experience 173