Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. I asked for her insights on recruiting in general , some key considerations for hiring customer experience talent, and how technology can (or cannot) help.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!

Accountability 196

Accountability Coaching Best practices Customer Service 196

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. What are some strategies for retaining talent in the customer support industry?

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

CCNG

AUGUST 16, 2023

Bob Azman is a past CCNG Academy member and Founder and CXO of Innovative CX Solutions, LLC a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design, Customer Service, Supply Chain and Operations Management and Talent Development.

Surveys 195

Surveys CCNG Airlines Consulting 195

Playvox

FEBRUARY 13, 2024

Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate. Before you can cultivate top talent, though, you have to identify your top performers. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

DECEMBER 20, 2021

Why Current CX Is Broken and How To Fix It by Tim Harnett. CMSWire) The only way to fix CX and give customers the experience they deserve is with a precise blend of Conversational AI and humans. My Comment: Are you ready for 2022, at least for your CX strategy? Anyone can focus on managing the “little things.”.

Customer Service 173

Customer Service Brand ambassadors Contact Center Customer Support 173

CX Accelerator

JANUARY 16, 2020

Establish a “Top Talent” Beacon When you look inside the world’s most customer-centric organizations, there is fierce pride. Once hired, that top talent actively brings in more top talent. But the role of the CX leader does not stop in the interview stage. Stage Three, The House.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

Establish a “Top Talent” Beacon When you look inside the world’s most customer-centric organizations, there is fierce pride. Once hired, that top talent actively brings in more top talent. But the role of the CX leader does not stop in the interview stage. Stage Three, The House.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Beyond Philosophy

SEPTEMBER 1, 2022

Baseball recruiting has always happened in a specific way with desirability details determined by the talent scout. The post The Myth Of Experience appeared first on CX Consulting. The players with this statistic might not have looked like what you thought they should to be great ball players, but they were.

Analytics 370

Analytics Consulting Consulting Personalization 370

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). Talent and Expertise : Investing in skilled personnel or partnering with AI experts to navigate the complex landscape of AI technology. Data Mastery : AI is only as good as the data it processes.

Government 52

Government Customer centricity Technology Management 52

CCNG

MAY 10, 2023

In a few sentences, I’ve given you a FREE CX strategy for your organization and a roadmap to achieve it. How exactly have customer expectations changed, then? Don’t these sound exactly like what we as consumers have always wanted? So, there it is. No consultants. No conferences. No books to buy.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

MAY 16, 2022

How to Measure CX Impact by Jim Tincher. CustomerThink) We CX folks love to discuss measurement. That’s because we spend so many of our waking hours – and for some, sleepless nights – trying to figure out how to measure CX impact. My Comment: While on the theme of measurement, here’s an article by CX thought leader, Jim Tincher.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

CSM Magazine

APRIL 22, 2024

However, Andras emphasised that AI should be seen as an enabler rather than a replacement for human talent. This requires a holistic approach that considers the interplay between AI, human talent, and the unique characteristics of each customer engagement channel.

outsourcing 52

outsourcing Engineering CRM Technology 52

CCNG

JULY 20, 2022

Or is your organization focused on recruiting candidates that represent the top talent for the positions you are filling? Won’t this help Thomson Reuters win the battle for talent? Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. What’s the difference? The time for choosing is now.

CCNG 195

CCNG Consulting Consulting Contact Center 195

The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees. And this is by design.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

Lumoa

JUNE 23, 2021

It’s becoming more and more important to develop and implement these initiatives in your CX team. When you’re looking for the best talent for your CX team, you need to recognize that talent comes in all different shapes and sizes. What are the benefits of a diverse CX team? What is diversity in customer experience?

Customer Experience 83

Customer Experience Government Accountability Engineering 83

ShepHyken

NOVEMBER 8, 2022

Why Businesses Should Invest in EX (Employee Experience) as Much as CX. They become process-driven instead of utilizing their talents effectively. Creating Defining Moments for Customers and Employees. She shares how to make your internal and external customers feel seen and heard throughout their entire journey with your brand.

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

Beyond Philosophy

SEPTEMBER 4, 2021

It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings. How can we help? Click here to learn more about Beyond Philosophy’s Suite of Services.

Customer centricity 221

Customer centricity Consulting Consulting Surveys 221

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Why is this happening and how does this apply to the state of CX in the UK? It’s Not Too Late to Turn Around CX…I’m Talking to You UK Brands! They include: Personalization. Time and Effort. Resolution. Expectations.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 3, 2015

After working for him for a while, I realized Neil spotted hidden talent in people, talent they didn’t see themselves. The post What My Boss Taught Me about Leadership appeared first on Beyond Philosophy | CX Consultants | Customer Experience. To say I felt surprised would be an understatement.

Banking 386

Banking Employee engagement Consulting Consulting 386

24-7 InTouch

SEPTEMBER 7, 2023

Our deep expertise and tenacious research focused on technology, business processes, and engineering through the lenses of talent, sustainability, and sourcing delivers precise and action-oriented guidance. About Everest Group Everest Group is a leading research firm helping business leaders make confident decisions.

Engineering 52

Engineering Technology Contact Center Marketing 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

ShepHyken

JANUARY 22, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. If you want to attract and keep your best talent, take a few minute to read this article. Thank you, Steven, for including me on this prestigious list.)

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways. And that’s what makes it strong.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

Skybridge

MARCH 10, 2023

Those teams are built and sustained by CX-savvy contact centers that know how to recruit and retain gifted supervisors and coaches. Active Listener Talented supervisors keep their teams engaged because they listen carefully to their agents – and their agents know it. I’m not just talking about listening in on customer interactions.

Coaching 52

Coaching Contact Center Scripts Accountability 52

Beyond Philosophy

OCTOBER 13, 2022

In addition, fewer people can do more work, which is helpful for companies fighting for talent in a thin talent market. Experience appeared first on CX Consulting. Instead, they could see the video, do an assessment, and create the quote. It was a colossal cycle time improvement.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Talkdesk

APRIL 13, 2021

We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Increase efficiency and fill the talent gaps. The post Relieve administrative responsibilities and focus on CX and business success appeared first on Talkdesk. Boost business growth.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

BlueOcean

DECEMBER 15, 2022

We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! After starting a blog dedicated to customer support in the realm of video games and helping several startups with CX issues, Tony soon found himself sought after for his specialized talents.

Consulting 62

Consulting Consulting Customer Support Customer Experience 62

Outsource Consultants

NOVEMBER 17, 2023

Access to Agents with Unique Skills Outsourcing customer support to various places helps companies gain an advantage by accessing a larger pool of skilled and knowledgeable talent. As a result, your partners are motivated to provide the best possible customer service experience, which ultimately benefits your CX.

outsourcing 67

outsourcing Bilingual agents Education Call Center 67

Alorica

JANUARY 15, 2020

As the light dims on 2019, CIOs are turning their talents to the next legs of their digital journeys. Many IT leaders will augment their employee experience (EX) to improve the overall customer experience (CX). To wit, CIOs will focus on talent, culture and organizational challenges in 2020.

Customer Experience 83

Customer Experience 83

Beyond Philosophy

DECEMBER 5, 2022

Most organizations don’t call us when things are good, and they have talent and resources at their disposal. Instead, we hear from them when things have gone wrong, and they have drained the resources and lost or fired the talent. Here Are The Many Advantages of a Recession appeared first on CX Consulting.

Banking 195

Banking Best practices Consulting Consulting 195

CSM Magazine

OCTOBER 3, 2023

This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK-based charity supporting the industry. Collaboration is also key to tackling sector-wide issues.

Customer Experience 59

Customer Experience outsourcing Chatbots Education 59

Outsource Consultants

JANUARY 18, 2022

We continued to see strong demand for outsourced services, and BPOs were able to step up and provide adequate supply and fantastic CX. Both internal and external call centers needed to dramatically increase pay and benefits to retain and attract talent. The rate of wage escalation in the United States was certainly a surprise.

Call Center 128

Call Center outsourcing Government Marketing 128

ShepHyken

OCTOBER 23, 2018

You don’t have to spend 12 months mapping out the customer journey before you start improving the CX. Your competitors aren’t just people who sell to your customers’ they’re also the potential employers of your top talent. Ease: Could they achieve it with the amount of effort or less than what they expected.

Chief Customer Officer 234

Chief Customer Officer Telecommunications Feedback Marketing 234

Merchants

JULY 5, 2022

In 2021, Merchants launched its Academy in line with its dedication to building a strong talent pipeline in South Africa, equipped with future ready skills. The post Merchants Academy wins at Cape BPO Awards appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Netomi

NOVEMBER 21, 2022

High inflation , talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” How can CX leaders recognize this economic downturn as an opportunity and boost their CX strategies to match? Now is the time to invest in AI for CX. Investing in Digital.

Self service 52

Self service Surveys Chatbots Enterprise 52