Fri.May 12, 2017

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Guest Blog: How to Take Your Leadership from Good to Great

ShepHyken

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. – Shep Hyken. Our personalities in great part determine how we influence the people around us. Every leader needs to understand that who they are being as they leading their employees will make the biggest difference when it comes to success.

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Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most call centers. This is why the average time to redo monitoring forms is every two years. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

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In Customer Success, Is Bragging Such a Bad Thing?

Amity

​Do you ever feel like you’re doing SUCH a great job, but it goes a bit unnoticed? Customer Success can be lonely, you often hear from your customers when they’re having issues, but when life is good, they seem to forget you’re even there. Well, here’s some good news, humblebragging is actually a good thing for your customer, and can be a driver of success.

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Proactive Customer Service and Its Importance

Uniphore

Solving the customer’s problem – before they are aware of it. A proactive approach to customer service may be more difficult to pull off, but it offers a wide array of benefits that should excite any enterprise. Read More.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center themes this year? Cloud, cloud and more cloud.

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NEC Advantage 2017 - Quick Update

Jon Arnold

This week has been a blur, and before it passes, I just wanted to share some photos from NEC' s Advantage conference in Chandler, AZ. Very nice spot, and they did a great job updating us on their roadmap. Their offerings are a few steps removed from the world of collaboration as I know it, but that's my problem, not theirs. Today's technologies are so diverse, who's to say that biometrics can't be part of collaboration or streamlining workflows?

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Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?

Natalie Petouhof

Tweet Is OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a company made up of mainly engineers. When the topic was first announced as part of our integrated product developed process (a.k.a. teaming) it was labelled very quickly as “apple pie and motherhood.” Many thought we were going to sing Kumbaya or I was going to bring cake and cookies to meetings.

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Choice Availability Responsiveness and Personalization

Uniphore

If you want your contact center to keep pace with increasing customer expectations, you need to focus on the key areas of choice, availability, responsiveness and personalization. Read More.

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The Process and the Script in Customer Service: Should You Always Hold on to Them?

LiveChat

Recently Jeff Bezos, Amazon CEO, released his annual letter to shareholders. It’s a must-read missive, filled with pearls of management philosophy and leadership lessons from the guy who created the $430 billion juggernaut. Bezos is focused on how to prevent a successful business from becoming a lumbering organization that eventually succumbs to “stasis.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.