bold360 Blog

JANUARY 29, 2020

So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty. Now, the question becomes, how do we instrument and manage that data in the right way? Here are our five big takeaways: 1.

Employee engagement 52

Employee engagement Technology Chatbots Personalization 52

JustCall

MARCH 28, 2023

As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. Tips for Better Management of Your Remote Sales Team Managing sales teams comes with its own share of challenges and obstacles in the virtual landscape. But with a proper plan and mindful execution, success cannot be far behind!

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Sales Management Morale Employee engagement 52

Beyond Philosophy

FEBRUARY 5, 2015

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Here is an excellent example of separating the “what,” weather delay in Denver that leaves passengers stranded on the runway in Wyoming for hours, from the “how,” having pizza delivered, so passengers don’t have to starve while they wait.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Colin is an international author of four best-selling books and an engaging keynote speaker. This step is often the most challenging, because the hard work of change starts here.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

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CRM Employee engagement Customer retention Customer Experience 306

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Consolidated.

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Contact Center Coaching Employee engagement Call Center 120

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. On-boarding is your employee launching point.

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Contact Center Chief Customer Officer Employee engagement Call Center 120

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Call Experts

NOVEMBER 20, 2019

Contact centers provide support for your business and manage the increase in call volume. Although only 58% of retailers invest in technology to help manage holiday spikes, this shift will begin to change how businesses interact with consumers during the holidays. How Contact Centers Manage the Holiday Rush. More Blogs Menu.

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Contact Center Management Journey mapping Interactive Voice Response 60

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Etech GS

SEPTEMBER 25, 2019

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

DMG Consulting

FEBRUARY 19, 2024

The Conference Board’s 2023 job satisfaction study of U.S. The Conference Board’s study of findings highlighted three critical factors that executives and contact center leaders should pay close attention to, specifically: Women are much less satisfied with their jobs than men. However, other reports show U.S. job satisfaction is up.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

Beyond Philosophy

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Call Experts

NOVEMBER 20, 2019

Contact centers provide support for your business and manage the increase in call volume. Although only 58% of retailers invest in technology to help manage holiday spikes, this shift will begin to change how businesses interact with consumers during the holidays. How Call Centers Manage the Holiday Rush. More Blogs Menu.

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Call Center Management Contact Center Journey mapping 49

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. ?. This makes a greater impression than a manager approaching a team with tips or encouragement. Color Your Customers’ World.

Construction 190

Construction Coaching Employee engagement Feedback 190

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Good managers do this concisely but with passion, not matter what the work is. Plus, they think bigger.

Management 52

Management Coaching Morale Employee engagement 52

Call Center Weekly

JULY 18, 2017

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Setting goals, assigning projects, and checking progress keeps your employees accountable.

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Morale Employee engagement outsourcing Coaching 120

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

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Journey mapping Employee engagement Feedback Surveys 25

Beyond Philosophy

OCTOBER 24, 2014

Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way. However once established, it’s important to step back and let your team do their job.

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Customer emotions Employee engagement Customer centricity Customer retention 188

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

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Gamification Call Center Management Coaching 40

CX Global Media

APRIL 27, 2017

However the use of gamification tools in employee experience and performance has really just begun to emerge. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. And it’s rising quickly. It’s effect on agent productivity can be debilitating. About FidoTrack.

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Gamification Call Center Morale Contact Center 227

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Conferences. Gallup released an article about employee engagement measures in the workplace. One statement that promotes engagement is: “My supervisor, or someone at work, seems to care about me as a person.”.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

Call Experts

JANUARY 15, 2020

Employees are the real assets for companies. As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . Enhanced and efficient management of shared HR services. Enhanced and efficient management of shared HR services.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss.

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Call Center Morale Best practices Contact Center 148

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

Automotive 41

Automotive Management Enterprise B2B 41

Call Experts

DECEMBER 18, 2019

Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. How Contact Centers Manage the Holiday Rush. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Call Experts

JANUARY 8, 2020

How Contact Centers Manage the Holiday Rush. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Streamline your employee absentee process with a call out hotline. Summer HR Conferences.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Call Experts

FEBRUARY 19, 2020

How Contact Centers Manage the Holiday Rush. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Streamline your employee absentee process with a call out hotline. Summer HR Conferences.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

JANUARY 29, 2020

On-call dashboard: Manage, review, and change your on-call calendar based on shift, title, employee ID number, holiday, and more. How Contact Centers Manage the Holiday Rush. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Summer HR Conferences.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. The industry continues to change, most recently with the emergence of omnichannel management. Add and enable support features to applications and relationship management software with efficient service. How Contact Centers Manage the Holiday Rush. through 2022.

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Cloud contact Contact Center Journey mapping Interactive Voice Response 69