INDUSTRY INSIGHTS YOUR PEERS ARE READING
And there are new residential buildings being constructed along every block. Is Amazon doubling down on HQ2? MORE
Though this type of surveys has little response rates, whatever results you get from whomever customers that wish to answer will greatly help you to build a constructive feedback. MORE
For some types of field staff like farmers or construction workers, for example, one way to do this , according to Professor James Detert of Cornell University, is for management to avoid wearing a shirt and tie when they visit a job site. MORE
Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Customer Experience Customer Service communication construction industry poor customer service MORE
But whether you’re constructing the foundation or pushing into advanced territory, callback enhances each channel and helps you combine them into a consistent, digitally-savvy customer journey. MORE
For example, when I think about a construction work site, I picture the black and yellow of the Caterpillar truck parked there. It says to me that the construction company is building something. I just bought a new Mont Blanc pen. I like writing with it. MORE
The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning. MORE
Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site? Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. MORE
There are many practical reasons why having rebar clashing on a construction site is highly undesired, causes serious project delays and therefore significantly increases project cost. MORE
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. MORE
Recognize every contribution by paraphrasing or clarifying your understanding and it will encourage more constructive dialogue. MORE
We feel frustrated, scared, or stressed, and pounding/pressing/tap-tap-tapping feels satisfying, even though rational thinking dictates this behavior is not constructive—and usually makes it worse! You are irrational. Your friends are. Your manager is. I am, too. MORE
But, what is the methodology used to construct the RFP recipient list? There are dozens of reasons why companies issue an RFP for call center services. Which vendors are on the list and why? Has the client narrowed the list by pre-screening vendors? Or, is the RFP issuer simply casting a wide net to a multitude of suppliers? I’d like to explore the subject of blind vs. pre-qualified RFP distribution and distill different points of view MORE
When discussing the performance of an employee, always provide constructive feedback if you believe they can improve in a certain area. Regardless of how many employees your call center has, customer service should always be on everyone’s mind at all times. MORE
Encourage coaches to share positive feedback as well as constructive criticism. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. MORE
Give employees constructive feedback on their service interactions. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. MORE
Understand the top issues enterprises seek to resolve using this 3CLogic-ServiceNow combined offering as we explore the key building blocks that construct this powerful solution, including: Openframe and CTI. MORE
Call Center Technology Contact Center Technology Press Release Technology Telecommunications #cctr #custserv #Cx #telecom #telephony call center communications construction contact center contractors Customer Experience customer service infrastructure suppliers Taylor Reach Taylor Reach Group TRG MORE
Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Increasing positivity in your coaching may not happen overnight, but building self-awareness and asking for constructive feedback is a great way to start. MORE
There was no way you could construct a crown small enough for them. Or maybe you did construct crowns for your sea monkeys? Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. MORE
8. Find constructive ways to say “No.” On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”. MORE
When it comes to constructing a survey, there’s a lot to consider. Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them. Examples of Bad Survey Questions. The Leading Question. MORE
Some agents may wind up complacent, feeling like they can do no wrong, and they might lose some trust in their leader(s), too, if they are never given any constructive criticism. [.]. The general idea is that positive feedback builds momentum toward positive performance. If positive feedback is all an agent or team hears, though, you can expect diminishing returns. MORE
If you get constructive criticism and then flip out, then the person who told you the truth will learn the lesson that you didn’t mean it (and that they aren’t safe to do so). People do not say what they mean or, it seems, what they are thinking. MORE
6. Embrace conflict, but make it constructive. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. MORE
He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence. MORE
Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? MORE
But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience. MORE
If they can construct KPIs that do not push products on customers that don’t want them and reward those that bear this standard, they will have given their organization the cultural makeover it’s clear they need. MORE
A reliable source for vital customer information, social profiling is an important tool in constructing effective personalization and customer segmentation strategies. Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. MORE
Your aim is to defuse emotion and steer the interaction into constructive dialogue. In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop. MORE
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Offer feedback, both constructive and encouraging, consistently and genuinely, and you’ll be giving Millennials precisely what they’re seeking. And when you’ve hired the best Millennials, give them constant and genuine praise and constructive feedback. MORE
Here are a few reasons to consider increasing agent pay: Higher-paid agents are likely to be more engaged and invested in the organization’s success, e.g., delivering an elevated customer experience, providing constructive feedback, sharing ideas for innovation, etc. Question: What can we do to attract candidates for contact center agent job openings? MORE
It begins with a carefully constructed implementation plan that identifies deliverables, owners, dependencies, and timelines. Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. MORE
Before the return call is placed, information about each caller is sent to the agent in advance, thereby streamlining the entire callback process and facilitating positive, constructive conversation. MORE
While this positive reinforcement may sound encouraging, it doesn’t provide the constructive feedback that students need. Help parents engage in their child’s learning with a free printable handout of 17 parent conversation starters. MORE
The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same. MORE
For new construction this entails a properly designed and installed system. The mission of HVAC (heating, ventilation, and air-conditioning) providers is to keep people comfortable in their homes and at work. MORE
So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. Most managers don’t give employees the constructive feedback they need to develop and grow. MORE
This is always you have to move with a more constructive tone. Customer service is more comfortable as you have just the right phrase at your fingertips. They even enhance your replies and providing best service. MORE
Measuring Employee Net Promoter Score opens the door for honest and constructive dialogue between employees and their managers. Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask? MORE
Standing still is never an option, and nowhere is this truer than in marketing. A message that cuts to the core of the zeitgeist one day can be passé by the next news cycle. MORE
It leverages Supervised Machine Learning in addition to it’s rule-based construction. The 3rd Generation chatbot adds Unsupervised Machine Learning in addition to Supervised Machine Learning and it’s rule-based construction. MORE
The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement. It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. MORE
Construction Related Topics 
Infinity
MARCH 19, 2018
Standing still is never an option, and nowhere is this truer than in marketing. A message that cuts to the core of the zeitgeist one day can be passé by the next news cycle.
Taylor Reach Group
OCTOBER 18, 2018
Call Center Technology Contact Center Technology Press Release Technology Telecommunications #cctr #custserv #Cx #telecom #telephony call center communications construction contact center contractors Customer Experience customer service infrastructure suppliers Taylor Reach Taylor Reach Group TRG
ShepHyken
DECEMBER 23, 2016
Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Customer Experience Customer Service communication construction industry poor customer service
Beyond Philosophy
NOVEMBER 15, 2018
For example, when I think about a construction work site, I picture the black and yellow of the Caterpillar truck parked there. It says to me that the construction company is building something. I just bought a new Mont Blanc pen. I like writing with it.
Ambs Call Center
MARCH 20, 2018
For new construction this entails a properly designed and installed system. The mission of HVAC (heating, ventilation, and air-conditioning) providers is to keep people comfortable in their homes and at work.
Myra Golden Media
MAY 30, 2018
Offer feedback, both constructive and encouraging, consistently and genuinely, and you’ll be giving Millennials precisely what they’re seeking. And when you’ve hired the best Millennials, give them constant and genuine praise and constructive feedback.
Myra Golden Media
JANUARY 8, 2018
So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. Most managers don’t give employees the constructive feedback they need to develop and grow.
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Branch Mesenger
OCTOBER 26, 2017
The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning.
SharpenCX
JUNE 12, 2018
Some agents may wind up complacent, feeling like they can do no wrong, and they might lose some trust in their leader(s), too, if they are never given any constructive criticism. [.]. The general idea is that positive feedback builds momentum toward positive performance. If positive feedback is all an agent or team hears, though, you can expect diminishing returns.
3CLogic
JUNE 14, 2018
Understand the top issues enterprises seek to resolve using this 3CLogic-ServiceNow combined offering as we explore the key building blocks that construct this powerful solution, including: Openframe and CTI.
Beyond Philosophy
SEPTEMBER 20, 2018
If you get constructive criticism and then flip out, then the person who told you the truth will learn the lesson that you didn’t mean it (and that they aren’t safe to do so). People do not say what they mean or, it seems, what they are thinking.
Call Center Coach
OCTOBER 16, 2017
It leverages Supervised Machine Learning in addition to it’s rule-based construction. The 3rd Generation chatbot adds Unsupervised Machine Learning in addition to Supervised Machine Learning and it’s rule-based construction.
Beyond Philosophy
FEBRUARY 15, 2017
6. Embrace conflict, but make it constructive. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.
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VHT
OCTOBER 16, 2018
Before the return call is placed, information about each caller is sent to the agent in advance, thereby streamlining the entire callback process and facilitating positive, constructive conversation.
Myra Golden Media
SEPTEMBER 8, 2017
Give employees constructive feedback on their service interactions. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.
Beyond Philosophy
SEPTEMBER 18, 2016
If they can construct KPIs that do not push products on customers that don’t want them and reward those that bear this standard, they will have given their organization the cultural makeover it’s clear they need.
FreshGrade
MAY 18, 2018
While this positive reinforcement may sound encouraging, it doesn’t provide the constructive feedback that students need. Help parents engage in their child’s learning with a free printable handout of 17 parent conversation starters.
CustomerServ
JANUARY 27, 2015
But, what is the methodology used to construct the RFP recipient list? There are dozens of reasons why companies issue an RFP for call center services. Which vendors are on the list and why? Has the client narrowed the list by pre-screening vendors? Or, is the RFP issuer simply casting a wide net to a multitude of suppliers? I’d like to explore the subject of blind vs. pre-qualified RFP distribution and distill different points of view
Jive
SEPTEMBER 9, 2018
For some types of field staff like farmers or construction workers, for example, one way to do this , according to Professor James Detert of Cornell University, is for management to avoid wearing a shirt and tie when they visit a job site.
360Connext
JUNE 13, 2018
There was no way you could construct a crown small enough for them. Or maybe you did construct crowns for your sea monkeys? Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event.
Myra Golden Media
MAY 24, 2018
Your aim is to defuse emotion and steer the interaction into constructive dialogue. In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop.
Beyond Philosophy
FEBRUARY 28, 2017
8. Find constructive ways to say “No.” On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”.
Customer Relationship Metrics
JULY 26, 2017
The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same.
DMG
AUGUST 31, 2018
Here are a few reasons to consider increasing agent pay: Higher-paid agents are likely to be more engaged and invested in the organization’s success, e.g., delivering an elevated customer experience, providing constructive feedback, sharing ideas for innovation, etc. Question: What can we do to attract candidates for contact center agent job openings?
360Connext
AUGUST 14, 2017
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.
VHT
NOVEMBER 15, 2018
But whether you’re constructing the foundation or pushing into advanced territory, callback enhances each channel and helps you combine them into a consistent, digitally-savvy customer journey.
Branch Mesenger
OCTOBER 13, 2017
There are many practical reasons why having rebar clashing on a construction site is highly undesired, causes serious project delays and therefore significantly increases project cost.
Etech GS
AUGUST 28, 2018
When discussing the performance of an employee, always provide constructive feedback if you believe they can improve in a certain area. Regardless of how many employees your call center has, customer service should always be on everyone’s mind at all times.
Beyond Philosophy
NOVEMBER 4, 2014
Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site? Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers.
Dialer 360
NOVEMBER 16, 2018
This is always you have to move with a more constructive tone. Customer service is more comfortable as you have just the right phrase at your fingertips. They even enhance your replies and providing best service.
ShepHyken
OCTOBER 31, 2017
He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence.
Branch Mesenger
NOVEMBER 6, 2018
And there are new residential buildings being constructed along every block. Is Amazon doubling down on HQ2?
ShepHyken
JUNE 19, 2018
Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Color Your Customers’ World. How can you create strong customer loyalty while staying inspired?
DMG
JULY 26, 2018
Encourage coaches to share positive feedback as well as constructive criticism. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.
GetFeedback
AUGUST 2, 2018
When it comes to constructing a survey, there’s a lot to consider. Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them. Examples of Bad Survey Questions. The Leading Question.
OctopusTech
AUGUST 13, 2018
Though this type of surveys has little response rates, whatever results you get from whomever customers that wish to answer will greatly help you to build a constructive feedback.
Beyond Philosophy
NOVEMBER 10, 2014
But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience.
Satrix Solutions
SEPTEMBER 18, 2018
Measuring Employee Net Promoter Score opens the door for honest and constructive dialogue between employees and their managers. Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask?
Call Center Weekly
AUGUST 21, 2017
Recognize every contribution by paraphrasing or clarifying your understanding and it will encourage more constructive dialogue.
BlueOcean - Customer Service Blog
JUNE 12, 2018
It begins with a carefully constructed implementation plan that identifies deliverables, owners, dependencies, and timelines. Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible.
inContact
AUGUST 1, 2017
Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Increasing positivity in your coaching may not happen overnight, but building self-awareness and asking for constructive feedback is a great way to start.
HGS
OCTOBER 26, 2016
A reliable source for vital customer information, social profiling is an important tool in constructing effective personalization and customer segmentation strategies. Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities.
DMG
NOVEMBER 13, 2018
The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement. It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback.
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