2011

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Are your Parents are to Blame for Low Employee Engagement?

Beyond Morale

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.

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A Happy Customer is a Free Sales & Marketing Rep

Win the Customer

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.

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New York as a Brand: Great Cities are Great Brands

Sampson Lee

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 […].

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Answering Customer Service Challenges in Healthcare

TASKE Technology

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.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Employee Relations in the Contact Center

Bryant Richardson

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.

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The Importance of Audio Quality in Call Centers

SoliCall

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.

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NICE NUG Expands

Customer Interactions

'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!

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The Contact Center’s Opportunity to Deliver Strategic Value

Brad Cleveland Blog

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.

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Is this the most important gift you could give employees?

Beyond Morale

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.

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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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Do You Recognize the ‘unmet need’ to Engage Employees and Yourself

Beyond Morale

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.

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The Importance of Making Mistakes

Win the Customer

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.

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What to do when an employee leaves the company?

Win the Customer

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.

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Effective Feedback on Employee Performance

Win the Customer

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.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Overcome Your Fear of Talking to Employees About Job Satisfaction

Win the Customer

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.

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Why Would You Wait to Improve Employee Engagement?

Beyond Morale

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.

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Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Sampson Lee

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 […].

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I Love Amsterdam; Mainland Chinese Love Hong Kong

Sampson Lee

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 […].

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Paris 2011: The New Total Customer Experience (TCE)

Sampson Lee

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 […].

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The Customer Experience That Shouldn’t Have Been

Bryant Richardson

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 […].

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Tips for Engaging Contact Center Staff in Key Metrics

TASKE Technology

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.

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How Workforce Management Software Supports Key Metrics for Business Objectives

TASKE Technology

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.

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Contact Center Dialers Demystified

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.

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Globitel Hosts Ramadan Iftar for its Staff in this Holy Month

Globitel

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.

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Globitel Organizes Ramadan Iftar for Orphans

Globitel

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

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Globitel Launches “Missed Call Notification” Service in MTN Sudan

Globitel

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.

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Globitel Visits Pakistan to Strengthen Presence

Globitel

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.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Globitel Establishes Sales Force in East Africa

Globitel

Globitel Establishes Sales Force in East Africa. Globitel , the leading telecom solutions provider, has recently recruited an international expert in telecom software solutions, Mr. Christopher O. Oyugi, who is located in Kenya to manage sales Eastern Africa This employment falls in line to support Globitel ’s continuous business growth and expansions in Africa.

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Globitel Hits the Golf Course

Globitel

Globitel Hits the Golf Course. Globitel , the leading provider of telecom and call center solutions, has gone beyond the IT world and into the golf fields. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The ROWVAR Cup, which stands for “the rest of the world vs.

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News from the IAUG 2011 Conference

TASKE Technology

We’ve just come back from the International Avaya Users Group conference in Las Vegas. It was an exciting time to be at Ceasars Palace. With over 3000 representatives from the entire Avaya user community, the conference had the best attendance record yet. Attendees who dropped by our booth had a great opportunity to see a demo of our products and to meet Dan Campion, who recently joined our sales team.