Cisco - Contact Center

APRIL 22, 2024

As one of the largest technology companies in the world, it is critical for Cisco to operate in a way that helps to protect our planet. Our holistic approach to environmental sustainability includes… Read more on Cisco Blogs

Technology 90

Technology 90

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs. This is especially true for smaller, privately-owned companies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Creating and sustaining a customer-centric culture was the subject of a recent podcast. We only said we put customers first because it made us feel better about the fact that we always put the company first.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

ShepHyken

FEBRUARY 5, 2024

How can companies effectively track and utilize customer data to drive loyalty? Companies can use technology to identify and track customer behaviors, preferences, and interactions. Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand.

Enterprise 212

Enterprise Personalization Sales Customer Experience 212

CCNG

OCTOBER 18, 2023

Customer Experience (CX): CX encompasses the overall satisfaction and perception of customers when interacting with the company, a factor that significantly impacts loyalty and brand reputation. Financial Strength: This term denotes the organization's ability to maintain fiscal health, crucial for long-term sustainability and growth.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

SEPTEMBER 20, 2023

Customer Experience (CX): CX encompasses the overall satisfaction and perception of customers when interacting with the company, a factor that significantly impacts loyalty and brand reputation. Financial Strength: This term denotes the organization's ability to maintain fiscal health, crucial for long-term sustainability and growth.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations. Today, it’s expected.

Customer Service 231

Customer Service Customer retention Customer Experience 231

ShepHyken

OCTOBER 12, 2021

When employees are unhappy and start leaving the company, leaders can learn so much by asking them why and actually listening. Quotes: “Happier employees equals happier customers equals more profitable and sustainable business.” This is how a strong, vibrant, and sustainable culture is created.” happiness and?humanity—that?generate?more

Personalization 184

Personalization Customer Service 184

CCNG

JULY 12, 2020

Are you confused by the mixed messages you are getting about the sustainability of a WAH model? Now that companies have rapidly shifted to a WAH model during the COVID-19 pandemic, can they effectively sustain this model? It certainly can be a successful model, but companies need to avoid the pitfalls of WAH.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

24-7 InTouch

APRIL 19, 2024

Businesses play a crucial role in shaping sustainability. Environmental Achievements Safeguarding natural resources, fostering environmental stewardship, and adopting sustainable business practices are top of mind at IntouchCX. The post Building a Greener Tomorrow with Sustainable Practices appeared first on IntouchCX.

Metrics 52

Metrics Management 52

ShepHyken

NOVEMBER 30, 2021

system of management, the founder of Bain & Company ‘s?Loyalty?practice, They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company’s NPS still relevant? Net Promoter® ?system

Metrics 173

Metrics Management Customer Service Customer Experience 173

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. We need sustainable growth. Who isn’t?

Sales 89

Sales Upselling Accountability SaaS 89

ShepHyken

AUGUST 23, 2022

Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. How do you get an emotional connection with an eCommerce company or a typical business where you have very little, if any, connection? He shares how emotions and customer relationships affect buying decisions. Shared values.

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

Beyond Philosophy

SEPTEMBER 30, 2023

His company is facing rising costs and are debating the merit of raising prices over additional fees and vice versa. In this episode, we explore these considerations, the possible fall out from them, and give our opinion on what Williams and his company should do. However, our listener Brian Williams wrote into us with a pickle.

Customer Experience 195

Customer Experience 195

CSM Magazine

DECEMBER 4, 2023

This exploration seeks to decipher the nuanced interplay between sustainability endeavors and their quantifiable impact on financial outcomes, positioning ESG not just as a moral commitment but as a strategic financial catalyst. The environmental aspect, driven by sustainability, promotes efficient resource use for cost savings.

Government 105

Government Morale Finance industry standards 105

ShepHyken

JUNE 1, 2022

Feedback narcissism is when a company – or employee in a company – is accumulating ratings and reviews to feel good about itself versus using the feedback to improve the experience for the customer. If you get a compliment or testimonial from a customer, is it something the company does all the time or was it a one-off experience?

Feedback 319

Feedback Customer Experience Personalization Customer Service 319

ShepHyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits. Quotes: “2020 has accelerated the digital transformation for most companies.

Consulting 207

Consulting Consulting Customer Service Marketing 207

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. And lastly, by reducing technician visits the company hoped to improve on its environmental sustainability efforts, reducing the number of technician trucks on the road.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

ShepHyken

NOVEMBER 1, 2022

They are now empowered to evaluate the companies that they want to work for based on what is valuable to them. Through social media, they can see if an organization has the same values as them, whether it is on diversity, inclusion, sustainability, etc. Customers respect brands that share knowledge and are helpful to people.

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

SEPTEMBER 4, 2023

Most of the time, people don’t leave because of the company. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous.” How do you develop a sustainable company culture? They leave their managers. Why do employees feel disengaged?

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

CCNG

FEBRUARY 24, 2022

The very technology companies implemented to hire “perfect” candidates is now keeping perfectly capable candidates hidden at a time employers are struggling to find workers. That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. Evaluate your current workforce.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

ShepHyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits. Quotes: “2020 has accelerated the digital transformation for most companies.

Consulting 190

Consulting Consulting Customer Service Marketing 190

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. In the best-run companies, the culture is contagious – for both the employees and the customers.

Coaching 378

Coaching Customer Service Personalization Management 378

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. By working to increase your customer lifetime value, you can afford to spend more on advertising, out-market competitors, and increase company profits. Customer service is about more than that.

Airlines 259

Airlines Metrics Advertising Sales 259

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. By ongoing training—and this is important—I’m not referring to pulling everyone away from their normal responsibilities for a half-day or full-day (or more) once a month or once a quarter—although some companies do that.

Customer Service 252

Customer Service B2C B2B Management 252

ShepHyken

AUGUST 21, 2023

By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support. Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

CSM Magazine

MARCH 28, 2024

The efficiency of a company’s mailroom operations can significantly contribute to its overall productivity and customer satisfaction. This proactive approach minimizes the risk of errors and ensures compliance, safeguarding the company and its clients.

industry standards 52

industry standards Education Technology Accountability 52

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth. Optimize this journey, and growth is well within your grasp.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

ShepHyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits. Quotes: “2020 has accelerated the digital transformation for most companies.

Consulting 167

Consulting Consulting Customer Service Marketing 167

Outsource Consultants

MARCH 27, 2024

Studies even show that companies with strong female leadership have higher employee engagement and retention. This translates to several advantages for your company when you choose a women-owned call center partner. This leadership translates into a BPO provider well-equipped to handle your company’s needs and grow alongside you.

Call Center 67

Call Center Government outsourcing call center workforce 67

BlueOcean

OCTOBER 17, 2023

Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. It is a worthy cause. Evaluating ESG through your RFP is complex.

Government 71

Government outsourcing Automotive Customer Care 71

Concentrix

NOVEMBER 10, 2021

Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers. The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix.

118

118

ShepHyken

MAY 19, 2021

Is there something that happens at every meeting to engage the team and align them with what is important to your company? It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. How do you start the meeting? How do you end it?

Customer Service 346

Customer Service Coaching 346

Helpware

NOVEMBER 28, 2023

Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship. Business Process Outsourcing (BPO) companies, as integral players in the global economy, are no exception to this rule.

Business Process Outsourcing 86

Business Process Outsourcing outsourcing 86

AWS Machine Learning

NOVEMBER 8, 2023

This post explores how Amazon CodeWhisperer can help with code optimization for sustainability through increased resource efficiency. Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall.

Analytics 99

Analytics Enterprise Scripts Big data 99