Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. 8. Find constructive ways to say “No.” Seek feedback. Try suggesting alternatives instead of just bluntly saying NO.

Construction 328

Construction Feedback Consulting Consulting 328

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. As you know, I believe that theory is grand, but if you can’t use it, it isn’t constructive.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

SEPTEMBER 20, 2018

So, for demonstration’s sake, let’s pretend I was going for it, quit my global customer experience consultancy, and take the plunge into competitive deep sea sport fishing. If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction. Who would be the one to share this hard truth with me?

Construction 342

Construction Consulting Consulting Customer Experience 342

Inbenta

APRIL 29, 2020

From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Lack of recommendations on poorly constructed decision trees. Risks that were poorly or not identified from the outset.

Chatbots 140

Chatbots APIs Construction Best practices 140

AWS Machine Learning

FEBRUARY 6, 2024

As always, AWS welcomes your feedback. Ekta Walia Bhullar , PhD, is a senior AI/ML consultant with the AWS Healthcare and Life Sciences (HCLS) Professional Services business unit. We have two possible classes for a text: Not_AE and Adverse_Event. Please leave your thoughts and questions in the comments section.

Healthcare 97

Healthcare Engineering Construction Consulting 97

DMG Consulting

NOVEMBER 13, 2018

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. The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement.

Analytics 76

Analytics Contact Center Quality management Construction 76

CSM Magazine

SEPTEMBER 28, 2021

Still, their feedback is scattered across channels, with a more significant focus on social media platforms. Acting on feedback. Reputation’s interaction-to-action platform translates vast amounts of solicited and unsolicited feedback data into prescriptive insights that companies use to learn from and grow.

Construction 52

Construction Feedback Consulting Consulting 52

Andrew Mcfarland

SEPTEMBER 24, 2022

For example, a construction project manager may begin as a civil engineer or a software development project manager as a software developer. Alternatively, some project managers work as consultants, where they develop their management skills. These teams plan their work in short iterations and adjust based on customer feedback.

Management 48

Management Construction Education Healthcare 48

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience.

Construction 52

Construction Consulting Consulting SaaS 52

AWS Machine Learning

SEPTEMBER 27, 2023

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon Warehouses across Europe and the MENA region. Fine-tuned LLM – We constructed the training dataset from the documents and contents and conducted fine-tuning on the foundation model.

Construction 88

Construction Engineering Best practices Consulting 88

Expivia

OCTOBER 20, 2020

The other post is on 21 Questions that we ask call center managers when we are brought in to consult. Deep Dive into Your Call Center: 21 Questions We Ask When Consulting. There needs to be a constant cycle of constructive feedback, and you need to treat this relationship like a partnership. Visit them! Go out to dinner!

outsourcing 95

outsourcing Call Center Management Calibration 95

SharpenCX

JUNE 11, 2020

Agents meet up with supervisors or managers for performance conversations, soak in some feedback on metrics they missed, put their headsets back on and jump right back to customer conversations. Feedback is dual-sided. Give feedback on agent strengths, not just areas for progress. Then, talk through constructive feedback.

Call Center 76

Call Center Coaching Contact Center Feedback 76

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? By incorporating these best practices, you can empower your agents with the right tools, knowledge, and feedback mechanisms to ensure efficient customer interactions. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

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? The post How to Create the Most Spectacular Customer Service Disasters appeared first on Customer Experience Consulting. They wore crowns, had expressions, and even sported jewelry! They were boring.

Customer Service 77

Customer Service Construction Customer centricity Consulting 77

NobelBiz

APRIL 3, 2023

Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management? These professionals should be trained to evaluate calls based on specific criteria and provide feedback to agents. This involves reviewing the calls and providing feedback to agents on their performance.

Quality management 52

Quality management Call Center Management Calibration 52

inmoment

JUNE 17, 2019

Brands can extract useful information from this research, but they may be missing out on the most valuable feedback. Companies tend to view only positive reviews as signs of loyalty, but a large segment of customers say this trait also includes honest, constructive feedback.

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

CSM Magazine

SEPTEMBER 15, 2021

Ask For Feedback. If you’re a leader with anxiety, then asking for feedback may shake your sense of confidence somewhat. Try to gather a wide range of responses and consult numerous sources. Online feedback prompts – After a customer has made a purchase via your website, you can issue them with a prompt to rate your service.

Feedback 52

Feedback Education Construction Consulting 52

DMG Consulting

APRIL 16, 2018

Give all employees a voice – welcome constructive input, feedback, suggestions and recommendations. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.

Best practices 48

Best practices Contact Center Construction Consulting 48

NobelBiz

JULY 4, 2023

Monitor its performance, note any technical glitches, and gather feedback from the users. Regularly solicit feedback from your team to understand if there are any challenges or room for improvement. Constructive Feedback Mechanism Feedback is essential for personal growth and professional development.

Call Center 52

Call Center Contact Center First call resolution Construction 52

Russel Lolacher

APRIL 5, 2021

Understand that your audience is interested in your subject matter and really want to talk to you about it, whether it’s their opinion, their feedback, their research, etc. If you don’t have an answer to their critique, tell them their feedback is being shared with the relevant business area and then share it.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Call Experts

MAY 30, 2019

Kind and inspiring managers that offer actionable feedback ensure higher team engagement. Get employee feedback. Most employees feel disengagement due to lack of feedback opportunity. Productivity levels are directly related to constructive feedback of both strengths and weaknesses. Work-life balance.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

NobelBiz

APRIL 23, 2024

Call centers are equipped with tools that allow agents to quickly access a debtor’s full account information, ensuring that every interaction is informed and constructive. Real-time feedback mechanisms are also in place in many call centers, allowing debtors to rate their interaction immediately after a call.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

CSM Magazine

FEBRUARY 4, 2019

When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer. Many organizations don’t utilize ground-level employees feedback to identify external customer needs.

Customer centricity 49

Customer centricity Construction Coaching Consulting 49

CSM Magazine

APRIL 28, 2016

How well your processes are constructed determine the level of service received by your customer. Proactively Seek Feedback – Proactively seek both customer and employee feedback. Where possible, attempt to get customer feedback immediately after their experience with your company. About the Author.

Customer retention 58

Customer retention Construction Feedback Consulting 58

Sykes

JANUARY 24, 2018

He’s always sharpening his craft by watching DIY videos and reading books about construction procedures. David took his own advice and reached out to his friend who was a general contractor for a consultation and feedback. Always a handyman of sorts, David has made items ranging from jewelry boxes, beds and even a deck.

Construction 74

Construction Accountability Consulting Consulting 74

GetFeedback

AUGUST 2, 2018

Your sales consultant was not equipped for the job. Yes, the feedback will be qualitative, but it will be more accurate. When it comes to constructing a survey, there’s a lot to consider. Examples: Do you think our sales team was not unhelpful, or were they helpful? True or false?: In general, using negatives can be confusing.

Surveys 96

Surveys Construction Consulting Consulting 96

Robert Davis

FEBRUARY 7, 2017

Post-survey feedback has been validating as well. As with all NPS surveys, the results not only confirm the positive achievement the RCDA team has had, they also provide valuable feedback on what we consider the biggest room in the world no matter how successful we are: the room for improvement! The biggest room in the world.

Coaching 48

Coaching Consulting Consulting Feedback 48

Vcaretec

JULY 18, 2023

You will be able to gauge how much direction your outsourcing candidates prefer to get before getting started, how thoroughly they construct a documented plan of action, and how well they comprehend the processes in your company. Consult with your influencers before contacting anyone contact center vendor.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

CSM Magazine

MARCH 28, 2017

Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. Go online to seek more feedback. Improve customer satisfaction year round with a robust program of connection and consultation. Ask them what they don’t want, too!) Conduct focus groups. Action Steps To Improve Customer Satisfaction.

Construction 40

Construction Scripts Education Consulting 40

CSM Magazine

MARCH 28, 2017

Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. Go online to seek more feedback. Improve customer satisfaction year round with a robust program of connection and consultation. Ask them what they don’t want, too!) Conduct focus groups. Action Steps To Improve Customer Satisfaction.

Construction 40

Construction Scripts Education Consulting 40

NobelBiz

AUGUST 3, 2021

This kind of KPI helps you assign a cost to process this type of request, by comparing it to the hourly wage of a consultant for example. A dashboard may be simply constructed to measure the correct KPIs, identify potential areas for development, and fine-tune the call center’s performance. Are you an effective leader?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

DMG Consulting

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.

Contact Center 59

Contact Center Virtual Agent Construction Education 59

Vistio

JUNE 29, 2021

You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. They want the feedback. Do I have your permission to record this call for quality assurance? You most certainly do. Sounds exciting.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

ChurnZero

FEBRUARY 16, 2023

We explored how to deal with a range of common anxiety-inducing situations, from overthinking “what if” churn scenarios to taking product feedback personally. It created a negative feedback loop. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

We explored how to deal with a range of common anxiety-inducing situations, from overthinking “what if” churn scenarios to taking product feedback personally. It created a negative feedback loop. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant.

Construction 52

Construction SaaS Feedback Personalization 52

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. When they’ve calmed down, agree with them but give constructive criticism. If the employee starts to change, you need to give positive feedback.

Management 273

Management Customer Experience Customer Service Coaching 273