Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. ” John DiJulius.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. Download 6 Self-Coaching Questions to Transform Your Life for free. I beg to differ. This is about the performance of your people. I know you will enjoy this episode!

Accountability 196

Accountability Coaching Best practices Customer Service 196

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 92

Contact Center Coaching Morale contact center associations 92

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

Beyond Philosophy

MAY 25, 2022

As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. appeared first on CX Consulting. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CCNG

NOVEMBER 8, 2023

Agents need coaching to improve weaker skills - get the AI to advise and guide what needs to be improved. Author Katrin Langley is the Vice President of Business Development with Awesome CX based in Tampa, Florida. Use AI for specific tasks where it can act as an assistant.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CX Global Media

OCTOBER 28, 2020

Through this experience, Patrick learned a valuable lesson in leadership which he now carries on to this day in his coaching practice. Frazer – Helping Small and Medium-Sized Businesses Win appeared first on CX Global Media. The post 301: Patrick S.

Coaching 156

Coaching 156

ShepHyken

JULY 12, 2021

My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Create a good coaching and training program. Retail CX interviewed brand and content strategy expert, Margo Bloomstein, to gain insights on what today’s customers want, need, and expect. Pun intended!)

Customer Service 312

Customer Service Entertainment Coaching Self service 312

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Tethr

DECEMBER 20, 2021

Make coaching methods more effective. Ever wished you could coach only on the behaviors that would actually impact your revenue at the end of the day? Improve coaching methods and increase effectiveness and accuracy by observing which agent behaviors lead to the lowest-effort calls ( or the highest conversion rates ).

Call Center 101

Call Center Coaching Contact Center Metrics 101

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Follow on LinkedIn. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

ShepHyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. Annette Franz, CCXP is the founder and CEO of CX Journey Inc., She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? .

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

ShepHyken

SEPTEMBER 24, 2019

About : Annette Franz, CCXP, is founder and CEO of CX Journey Inc., as well as an internationally recognized CX thought leader, coach, speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. Her website is cx-journey.com.

Customer centricity 269

Customer centricity Coaching Employee engagement Customer Experience 269

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The 2023 CX Agents report is available to download here. The 2023 CX Agents report is available to download here. CX leaders focus on soft skills.

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

Playvox

FEBRUARY 6, 2024

QM, sometimes referred to as quality assurance (QA), includes more than just scoring interactions and is made up of a variety of processes and systems aimed to help improve and engage agents – with the desired outcome of delivering outstanding customer experience (CX). Automate recruiting, training, and onboarding.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Fonolo

OCTOBER 27, 2020

Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. That so many CX professionals have been able to incorporate this approach into their operations is impressive, to say the least.”.

Contact Center 147

Contact Center Coaching call center association Call Center 147

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). “To Customer loyalty is built on trust.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

Peter Lavers

FEBRUARY 27, 2018

Provide continuous coaching. That’s where coaching comes in. That’s where coaching comes in. Coaching can take many forms. Another great way to implement customer support coaching at your company is to hold regular practice and role-playing sessions using real recent interactions.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

Playvox

FEBRUARY 27, 2024

For example, if employers and employees support and respect one another, it can create a positive chain reaction which ultimately can lead to the delivery of outstanding customer experience (CX). AI solutions also provide automated coaching and feedback, to help agents improve faster and arm them with preventive action.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CX Global Media

SEPTEMBER 23, 2019

If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. Here’s a recap of what they shared: With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. Posted from Original: [link]. Please Share.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

The Northridge Group

SEPTEMBER 13, 2023

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching. Most government agencies monitor customer satisfaction and track it over time.

Government 67

Government Contact Center Coaching contact center associations 67

The Northridge Group

NOVEMBER 9, 2022

How a robust QM program can remake the CX. The key to delivering an exceptional customer experience (CX) isn’t just an ability to juggle all these aspects, however. Download Northridge’s 2021-2022 State of the Customer Service Experience Report for additional CX insights. Trends Across CX and QM. QM INSIGHTS.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. CX leaders can use the report to better understand what consumers value most, where to focus their agent training efforts, and how to win over customers and prospects.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

Upstream Works

DECEMBER 14, 2022

That consideration will only come by shifting focus from customer service to customer experience (CX). CX has gained currency because it’s a more accurate reflection of what’s important to customers and how they want to be treated. AI Use Case 1: CX Before an Agent Interaction.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

COPC

MARCH 11, 2024

What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CX Global Media

JUNE 25, 2018

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. Bruce Eidsvik : Yeah, so I announce the CX Heroes initiative. Please submit your CX Heroes stories and nominations. He says he came from the dark side.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

Playvox

OCTOBER 20, 2023

On the flip side, according to a Zendesk CX 2023 Trends report, 70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences. Delivering an outstanding customer experience (CX) has become mission-critical to businesses. Why Do We Need Sentiment Analysis? Act on the analysis!

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Skybridge

MARCH 10, 2023

At the end of the day, the agent teams who win and re-win the loyalties of your customers are the teams who are: United around your brand goals, Coached to deliver extraordinary service, and Recognized and celebrated for their successes and efforts. I’m talking about whether agents feel heard and understood by their coach.

Coaching 52

Coaching Contact Center Scripts Accountability 52

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team.

Customer Service 161

Customer Service Coaching Customer Support Customer Experience 161

ShepHyken

DECEMBER 23, 2019

SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020. Our friends at Smarter CX (Oracle) have an excellent article about “pet peeves” that customers can’t stand. Crystal Ball Time!

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250