Connecting the Dots

OCTOBER 9, 2018

If you’d like to receive notice of John’s next webinar, or contact John to request he speak at a workshop or seminar, reach out here. The post Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

ShepHyken

AUGUST 12, 2016

The first helps focus the conversation on what the customer is saying and makes them feel understood; the second focuses on the reps own feelings and makes the customer feel unappreciated. As customer service consultant John DiJulius often says, “The answer is YES; now what’s the question?”.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

HGS

MAY 27, 2015

Outsourcers equipped to support such customized and premium services will stand to benefit from this. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Here are a few of the underlying trends that we are seeing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Our organizations, our learners, and our jobs have changed dramatically.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Aspect

NOVEMBER 30, 2017

For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years.

Banking 65

Banking Best practices Consulting Consulting 65

CSM Magazine

NOVEMBER 30, 2016

The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. Customers see progressive companies using multichannel service response systems (e.g. 24/7/365 mentality.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

Taylor Reach Group

MARCH 26, 2018

Conference co-chairs Paul Greenberg, Brent Leary, and the editors of CRM magazine are working together again to bring you some of the best CRM analysts and consultants, project leaders, and vendors in the industry. Learn how Wayfair and Bluegreen are using intelligence to improve the customer experience throughout their organizations.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. Additionally, RCDA consultants are experts in modeling and mentoring the correct behaviors at all levels within the organization. Validation.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

ClearAction

DECEMBER 31, 2017

You could conduct a demonstration at your all-hands meeting or make this a workshop exercise, an onboarding or performance review tradition, or a staff meeting exercise guided by a PowerPoint slide with notes sent to all supervisors and above. 1) Do you facilitate adoption and accountability for tackling chronic customer issues?

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. About CSPN.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Comm100

JUNE 30, 2016

Customer Service Training and Becoming a Customer Service Superstar by Skillpath. Corporate Strategies by Skillpath provides seminars, workshops, and conferences for those seeking professional development. OCustomer Service amd Customer Care Training by Total Success. Cost: $199+. Audience: All levels. Cost: £375.

Customer Service 55

Customer Service Banking Education Scripts 55

Fonolo

FEBRUARY 20, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. About CSPN.

Customer Service 67

Customer Service Metrics Call Center Banking 67

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

SmartKarrot

JULY 30, 2021

Constantly strive to expand your clients’ product usage through thoughtful onboarding and ongoing training and workshops. Work closely with their sales, product, marketing, product, and customer care teams to deliver exceptional client experiences and be the true voice of the customer.

Engineering 10

Engineering Best practices Customer retention Government 10

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization.

Contact Center 52

Contact Center Real estate Customer Service Self service 52