Beyond Morale

OCTOBER 31, 2011

In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management. To explain how to overcome the affects of a bad boss she talks about a character Pierre that was placed into a low performing subsidiary as a COO.

Employee engagement 59

Employee engagement Personalization Management 59

Win the Customer

JULY 21, 2011

Business are spending more and more each year to bring in new clients. In management and business courses, one of the classic ideas in business is that it costs much more to bring in a new customer than to keep a customer. With advertising, online ads, marketing campaigns from a White Label SEO Services , etc. It’s each to overlook one of the greatest assets business have in their marketing efforts: the existing customer base.

Marketing 52

Marketing Sales Advertising Engineering 52

TASKE Technology

DECEMBER 3, 2011

With Black Friday behind us and Christmas fast approaching, you’re probably already in the midst of seasonal call volume peaks that occur for many businesses. In fact, you may have noticed that this year, and perhaps over the last few years, this peak has increased due to changes in the shopping practices of your customers. Online and telephone shopping may be displacing some portion of your in-store sales.

Interactive Voice Response 40

Interactive Voice Response Scripts Wait times Self service 40

Sampson Lee

NOVEMBER 30, 2011

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […].

Customer Experience 40

Customer Experience 40

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Bryant Richardson

OCTOBER 19, 2011

I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer.

Contact Center 40

Contact Center Call Center Customer Service Customer Experience 40

SoliCall

MAY 31, 2011

Background. Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success. This efficiency and quality can be divided to two major categories: Information & Technology.

Call Center 40

Call Center Interactive Voice Response voip call center software 40

Customer Interactions

NOVEMBER 21, 2011

'In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed!

Government 33

Government Best practices Management 33

Brad Cleveland Blog

DECEMBER 7, 2011

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

Beyond Morale

OCTOBER 11, 2011

For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family. June and Ward (Cleaver) were conscience parents that viewed their responsibility for instilling values to their boys (Wally and Beaver) as an duty to the world. They did’t use force or intimidate to teach the boys lessons but used verbal communication and leading by example as the methods.

Employee engagement 59

Employee engagement Morale Coaching Education 59

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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

Surveys

Beyond Morale

DECEMBER 31, 2011

To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way. I have met many people in my life that have expressed the same sentiment. Have you? Think about your workplace for a moment.

Employee engagement 54

Employee engagement Personalization Surveys Accountability 54

Beyond Morale

SEPTEMBER 20, 2011

What happens when your needs aren’t met? Can you recognize this in yourself? What about in others? A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. Why is this important? Let’s look at how a simple ‘unmet need’ follows a process to manifest into all out dysfunctional conflict; conflict that hurts relationships and damages great businesses.

Morale 54

Morale Employee engagement Feedback Personalization 54

Beyond Morale

JULY 27, 2011

Saying your people are your greatest asset is a very nice marketing statement. But would your integrity be questioned because there is no sustainable application to make it happen. The truth is, people aren’t your greatest asset, unless they’re provided guidance on how to build stronger relationships at work. When relationships at work are strong employees perform better as individuals and in teams.

Employee engagement 54

Employee engagement Consulting Consulting Metrics 54

Win the Customer

JULY 14, 2011

An expert, is an individual who has made all of the mistakes that can be made and has learned from them. It’s a fact of life that most people fail when attempting to do something for the first time. In business, you will often find your team members not doing things correctly at first. The process of making mistakes is natural, your team will make mistakes and if you are to be an effective manager and great leader, you will let them make those mistakes.

Coaching 52

Coaching Management 52

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.

Customer Experience

Win the Customer

JUNE 28, 2011

Recently the following question was posed: “As a manager, is it important to address your team when someone leaves the company?” The answers varied based on the individual offering the answer and it generally told a lot about that individual, their corporate background, age, and professional experience. The landscape of how businesses and managers operate with employees and customers has changed.

Morale 52

Morale Management 52

Win the Customer

APRIL 20, 2011

One of the fundamental principles of creating effective employees and to create an outstanding team in your organization is providing effective feedback on the performance of your team members. The Manager Tools series spends quite some time discussing the topic of effective feedback and I wanted to condense it to a few quick how-to’s in giving employees feedback.

Feedback 52

Feedback Personalization Management 52

Win the Customer

APRIL 19, 2011

Having a conversation with our employees about how to maintain or improve their job satisfaction if one of the most effective ways of achieving higher levels of employee motivation and performance. Today we have a guest post from Joan Henshaw, a 15 year veteran trainer of business owners and managers. Joan has extensive experience in developing employee/manager relationships and how to be able to develop a great workplace atmosphere for employees and managers.

Coaching 52

Coaching Management 52

Beyond Morale

AUGUST 24, 2011

We all know what is feels like to be a member of a great team. Even if you only experienced it for a short time, you know how fantastic it feels to have strong relationships at work , be stress free, confident, fulfilled, optimistic, and full of gratitude to be a member of a winner. When you feel like you are part of a great team your employee engagement is high.

Employee engagement 48

Employee engagement Morale 48

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Sampson Lee

NOVEMBER 30, 2011

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].

Customer Experience 40

Customer Experience 40

Sampson Lee

DECEMBER 1, 2011

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].

Customer Experience 40

Customer Experience 40

Sampson Lee

DECEMBER 1, 2011

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].

Customer Experience 40

Customer Experience Management 40

TASKE Technology

NOVEMBER 10, 2011

Many of our blogs have been on the subject of key metrics and how you can use them to contribute to the bottom line of your business. This month, we’re going to look at challenges in the healthcare industry and how contact centers can turn improved service into successful results while managing costs. The Challenges Healthcare is expensive. Whether you’re a supplier of products or services, or a patient in need of them, there’s no question that costs in this industry are becoming prohibitive.

Healthcare 40

Healthcare Customer Service Contact Center Government 40

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Bryant Richardson

OCTOBER 12, 2011

It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […].

Customer Experience 40

Customer Experience Customer Service 40

TASKE Technology

OCTOBER 6, 2011

Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business. We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.

Contact Center 40

Contact Center Metrics Service level Coaching 40

TASKE Technology

SEPTEMBER 8, 2011

Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way. Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence.

Metrics 40

Metrics Management Abandon rate Contact Center 40

Globitel

AUGUST 17, 2011

Globitel Hosts Ramadan Iftar for its Staff in this Holy Month. During the holy month of Ramadan, Globitel , the leading telecom solutions provider, hosted an Iftar for all its employees and their families at the Marriott Hotel. More than 120 Globitel members and their guests were present at this joyous event, while strengthening the bond of affection between them.

Call Center 40

Call Center Customer Care 40

Advertiser: ZoomInfo

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Sales

Globitel

AUGUST 13, 2011

Globitel Organizes Ramadan Iftar for Orphans. Amidst a festive Ramadan atmosphere, Globitel , the leading telecom solutions provider, has recently hosted an Iftar for orphans at Tazej Restaurant, in the presence of several company employees, aiming to closely bond with the orphans during the holy month. More than 50 orphans enjoyed the event and the company of the employees, and conveyed their delight in such a righteous gesture by Globitel , where they were given the chance to intermingle with

Call Center 40

Call Center Customer Care Personalization 40

Globitel

AUGUST 2, 2011

Globitel Launches “Missed Call Notification” Service in MTN Sudan. Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. This instigation comes as part of Globitel ’s steady growth in the region, and MTN’s commitment to its mission of maximizing their customers’ experience through innovative telecommunication services.

Telecommunications 40

Telecommunications Call Center Customer Care Sales 40

Globitel

AUGUST 2, 2011

Globitel Visits Pakistan to Strengthen Presence. Globitel , the leading telecom solutions provider, has recently visited Islamabad and Lahore – Pakistan, for five days to endorse the company’s operations in the country which has proven highly prolific for establishing affiliations. Starting with Islamabad, the visit commenced by meeting with existing partners to reinforce cooperation ties and updates, as well as with potential partners for new business evaluations.

Call Center 40

Call Center Enterprise Feedback Sales 40