SoliCall

AUGUST 2, 2023

Offer opportunities for additional training, workshops, and certifications to enhance their expertise. Focus on soft skills such as active listening, empathy, conflict resolution, and problem-solving, as these are crucial for delivering exceptional customer experiences. Encourage agents to pursue continuous skill development.

Call Center 52

Call Center First call resolution Construction call center software 52

Up Your Service

APRIL 1, 2018

Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences. The second Disruptor of Customer Experience is Digital Transformation. So what is needed?

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Up Your Service

APRIL 1, 2018

Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences. The second Disruptor of Customer Experience is Digital Transformation. So what is needed?

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Taylor Reach Group

AUGUST 29, 2017

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Digital Customer Experience Strategy Summit – September 19 -20. Engage 360 – 2017 – September 25-28. By: Sarah Hill – Stapley.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. People skills impact every aspect of the customer experience.

Coaching 152

Coaching Government Scripts Employee engagement 152

ShepHyken

JULY 1, 2016

Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). If you do not BELIEVE in the significance that Customer Experience can have on every stakeholder involved in an organisation, you are unlikely to cut it as a CXP.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It appeared on their blog on January 7, 2016.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

COPC

OCTOBER 16, 2023

This data is based on a contact center frontline professionals survey, so those in the corporate office should consider that those in the customer experience organizations value flexibility very much. While it would be accurate to say that Generation X values flexibility the most, all generations value it as significantly important.

Transportation 94

Transportation Surveys Technology Contact Center 94

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Then compare what people wrote.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Customer service went up, employee engagement went up, and company revenue went way up!

Entertainment 45

Entertainment Employee engagement Education Sales 45

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Employee engagement 59

Employee engagement Education Consulting Consulting 59

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Have them to lead the workshops. This shows support and allows leaders to listen for employees’ concerns, ideas and outcomes. Don’t have leaders merely attend.

Education 61

Education Coaching Best practices Employee engagement 61

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Creative Virtual

NOVEMBER 6, 2019

Liam was due to present at 10 am on the “Evolution of Customer Experience”. He went on to talk about how Creative Virtual are combining the technological advances in deep learning and artificial intelligence with the human touch to create customer experience solutions that deliver on the promises made.

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

Dialer 360

SEPTEMBER 14, 2022

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. It’s wonderful if your agents treat customers with respect. Workshops & Training.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

DECEMBER 10, 2020

Below are 11 call center training tips and best practices to ensure your agents can deliver a positive customer experience. Increase Employee Engagement With Sessions. Discuss experiences in the form of training workflows or product videos. Discuss experiences in the form of training workflows or product videos.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Consulting 97

Consulting Consulting Scripts Employee engagement 97

CX Global Media

NOVEMBER 22, 2018

I’ve learned a ton : I’ve learned from so many experts and practitioners in so many important areas like leadership, customer experience, contact centers, employee engagement, marketing, social media, Emotional Intelligence, business transformation, strategy, culture, human development and more.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

MARCH 4, 2020

RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers. Sidhu attributes customer passion as the drive behind succeeding in more senior roles. You never go wrong with making the right decision for your customer.”.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

JustCall

DECEMBER 1, 2022

It is essential to offer professional growth opportunities to employees to empower them to stay loyal and engaged and pursue greater success within your company rather than looking elsewhere. Offer free workshops and seminars to improve work habits and improve skills. Multi-channel engagement options Various integrations.

Call Center 52

Call Center Management Agent burnout Scripts 52

Fonolo

FEBRUARY 20, 2020

RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers. Sidhu attributes customer passion as the drive behind succeeding in more senior roles. You never go wrong with making the right decision for your customer.”.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. They can also share their perspectives on doing business with us in the Customer Experience Zone.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Intentional Customer Experience as North Star.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Verint

DECEMBER 20, 2017

Pre-conference workshop sessions (available for an additional fee) start at 9 a.m. Registration is open for this year’s event at the Sheraton Dallas Hotel in Dallas, Texas. The conference starts at 6 p.m. on Monday, May 14, 2018 and concludes on Thursday, May 17 at 10 a.m. on Monday, May 14 and conclude at 4 p.m.

Best practices 41

Best practices Employee engagement Customer Service Customer Experience 41

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions. They can also share their perspectives on doing business with us in the Customer Experience Zone.

Big data 23

Big data Journey mapping Customer Experience Management 23

SmartKarrot

JULY 2, 2021

Develop proposals, training material, bespoke tutorials, and customized demo accounts, to support pilots, help close deals, and ensure long-term success for each customer. Conduct group refresher workshops and webinars. Use customer interactions to identify new requirements and help define the future development roadmap.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Solvvy

NOVEMBER 18, 2019

If you’ve been nice, Santa and his elves are beavering away in their workshop trying to make your dreams come true. The last thing they want during this busy time of year is to spend 10-15 minutes on the phone with a customer service agents. To get unstuck, Adore Me handles the simple, repetitive customer issues with Solvvy.

Customer Support 9

Customer Support Self service Morale Employee engagement 9

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere. And a picture paints a thousand words.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109