Anexa BPO

NOVEMBER 6, 2022

For those who aren’t familiar, EXPO RC is an annual trade show that focuses on customer relations and customer service. It’s a place for businesses to showcase their products and services, network with industry professionals, and learn about the latest trends and best practices in the field.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

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. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines. Workshop Leaders were certified to deliver service education programs to everyone.

Entertainment 85

Entertainment Employee engagement Education Sales 85

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. Kate, what was your first job and what did you learn about customer service in it? .

Coaching 152

Coaching Government Scripts Employee engagement 152

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. Virtual workshops. Focus on fostering employee engagement. One-pagers or info sheets.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

ShepHyken

JULY 1, 2016

But what if you are ignoring your greatest resources for improvement: your frontline employees? Feedback from customers and opinions of management can all be skewed due to a limited perspective. 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

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

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. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines. Workshop Leaders were certified to deliver service education programs to everyone.

Entertainment 45

Entertainment Employee engagement Education Sales 45

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. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Up Your Service

MAY 21, 2018

Each in turn helps measure if your service culture is getting stronger and your efforts and investments are working. Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. Your Service “Measures of Success” PDF Download.

Employee engagement 55

Employee engagement Feedback Marketing Metrics 55

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.

Call Center 148

Call Center Morale Best practices Contact Center 148

Toister Performance Solutions

DECEMBER 4, 2018

Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. I interviewed several employees and managers to prepare for the training. Some employees were aware it was a value, but hadn't given it any thought.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

Toister Performance Solutions

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. I've combined them with my own experience talking to thousands of customer service professionals. Many have received conflicting advice.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

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. . Truly engaging with employees is central to great customer service and smooth operations.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Toister Performance Solutions

OCTOBER 18, 2018

I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees. They've heard me talking non-stop about the importance of having a customer service vision , and they're finally ready to create one. Step 2: Write the Vision.

Employee engagement 48

Employee engagement Customer Service Management 48

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

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?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization?

Education 61

Education Coaching Best practices Employee engagement 61

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. You can thus optimize the workshops or trainings for the newly joined agents. Decide which among the numerous customer service metrics are going to be the apt indicators of impressive customer service that brings customer satisfaction.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. This could include a combination of classroom training, on-the-job training, learning courses , and workshops.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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

Taylor Reach Group

AUGUST 29, 2017

Customer Engagement Compliance Professional (CECP) 2-day Live Training. Call Centre and Customer Services Summit – September 18 – 19. Engage 360 – 2017 – September 25-28. Employee Engagement + Customer Engagement = Next Generation Loyalty. A Brand and Demand Solutions eBroadcast.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

Integrity Solutions

DECEMBER 21, 2020

If anything, 2020 reinforced our core values and beliefs as a company: That people will rise to the occasion when they have the right support, insights, inner drive and tools to do so. Out of those client discussions came some pretty exciting new developments on our end.

Sales 69

Sales Consulting Consulting Personalization 69

JustCall

DECEMBER 1, 2022

Work from home call centers can: Increase the availability of the company’s inbound customer service work from home and make it 24/7 for your operations Provide better overall inbound customer service work from home for customers Enjoy the possibility and flexibility of temporary hires for the high season.

Call Center 52

Call Center Management Agent burnout Scripts 52

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

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

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.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

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.

Big data 23

Big data Journey mapping Customer Experience Management 23

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Education 53

Education Airlines Scripts Personalization 53

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. RON KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Education 40

Education Airlines Scripts Personalization 40

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. The outcome is increased employee engagement, team morale, and retention rates.

Customer Support 9

Customer Support Self service Morale Employee engagement 9

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics. linkedin Why? "I

Consulting 135

Consulting Consulting Metrics Feedback 135