Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills.

Customer Care 78

Customer Care Education Coaching Customer Service 78

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement?

Employee engagement 46

Employee engagement Metrics Contact Center Customer Care 46

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

CCNG

DECEMBER 27, 2023

Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. Greg is CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

CCNG 195

CCNG Employee engagement Contact Center Customer Care 195

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement?

Employee engagement 26

Employee engagement Metrics Contact Center Customer Care 26

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I love podcasting as a platform for employee engagement and community building and this conference provides so much valuable information to be successful.

Government 52

Government Customer Care Transportation Benchmark 52

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Unleash the full power of your systems and data.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. US Employee Engagement Research Report , only 15% of centers have weekly discussions with their agents.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

ShepHyken

JUNE 19, 2023

Remember, you are not trying to win an argument, you are trying to win the customer – and in the world of social media, everyone can watch Social media is a way for businesses to bring people into their community. It is a way for brands to tell a story about their business so customers can get to know them better and understand how they work.

Customer centricity 161

Customer centricity Marketing Customer Care Education 161

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Tanya Ahmed is a Digital Marketer of Vantage Circle, a cloud-based employee engagement platform.

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

ShepHyken

NOVEMBER 8, 2022

.” “Understand what your employees want to do in their career and help them evolve into that role.” ” About: Liza Smyth is the senior vice president of customer experience at Formstack. She leads customer care for the company’s more than 25,000 customers. This episode of?

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

CCNG

OCTOBER 14, 2021

The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”

Banking 347

Banking Employee engagement Customer centricity Consulting 347

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. It was easy to dream about changing a company’s culture and influencing employee engagement.

Airlines 288

Airlines Sales Employee engagement Customer Experience 288

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. Stuller, Inc. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CCNG

MAY 27, 2021

culture, motivation, incentives, and employee engagement. Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center.

Consulting 195

Consulting Consulting Contact Center Gamification 195

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. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 332

Technology Consulting Consulting Customer emotions 332

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

JANUARY 11, 2023

Their vision is clear: empower people to create spaces they can be proud of by creating an exceptional customer experience that builds confidence with the most diverse selection and helpful resources. Through continuous customer feedback, we look forward to celebrating every success story and correcting any mistakes we make along the way. “We

Customer Experience 52

Customer Experience Employee engagement Contact Center Customer Care 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

ProProfs Blog

MAY 30, 2019

Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

COPC

APRIL 1, 2024

Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc. The first is to enhance the customer experience, a goal most businesses share (88%). How can AI elevate your customer care operations to new heights of efficiency?

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

ShepHyken

FEBRUARY 23, 2018

On this point, employee engagement in the company message is critical. Herrman is an Employee Experience Specialist who works with organizations to amplify employee engagement, optimize productivity, and positively impact the bottom line. Nothing destroys trust like a lack of integrity. Nathalie W.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. Their corporate success is dependent on delivering a brand-enhancing customer experience.

outsourcing 69

outsourcing Contact Center Customer Care Employee engagement 69

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. While some people have a natural ability towards leadership, all people need continuous development in leadership.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Contact Center Pipeline

NOVEMBER 5, 2020

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown.

Contact Center 138

Contact Center Customer Care Employee engagement Call Center 138