Educate and Engage: Strong Relationships Matter

Brad Cleveland

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

Education, Education, Education – the real need for developing Customer Experience learning

ijgolding

I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best summed up by the word ‘education’!

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Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

ijgolding

Education, education, education! That being said, the desire for knowledge, education and inspiration is mind-blowing! This is why in 2017, companies need to focus more than ever on continuing education in Customer Experience at all levels of their businesses.

The School of Hard Knocks… Are You a Graduate?

Contact Center Pipeline

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted with formal education and was coined by Elbert Hubbard in a piece he wrote about himself for Cosmopolitan in 1902.

The New Standard: Why Employee Obsession Matters

as a continuing education series appeals more to your employees. Because we believe in the power of education, in the Philippines, we. education for one child per employee.

Building Your Training Team from the Ground Up

inContact

Best Practices Contact Center Management General Trends & Insights CEU Cloud contact center management Education ICMI Quality Monitoring trainingOne of the most vital components of any contact center is the training department.

Adherence to Schedule Tips

Brad Cleveland

Educate each person on how much impact he or … Call Center Contact Center Customer Service Leadership Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management

#SXSW: Emerging AI with a Focus on Greater Experiences

360Connext

Data will educate, but AI will enlighten our experiences. Blog Customer Experience Featured Recent News User Experience #SXSWi AI Artificial Intelligence Bots Education linkedin SXSW tech

5 Elements of a Successful Virtual Training Model

Contact Center Pipeline

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online education over the past decade has revealed the truth of this observation.

5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

The Best CX Leaders ROCK at These 3 Things

360Connext

Instead of talking about CX internally, the best CX leaders educate. Educate your teams to embed and embrace a focus on delivering exceptional experiences. Education takes time. Talking about becoming customer-centric or tossing out NPS results is not educating.

Adherence to Schedule Tips

Brad Cleveland

Educate each person on how much impact he or … Call Center Contact Center Customer Experience Customer Service Organization and Culture Quality Management Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. But when I did, I could immediately see the value in using a tool like Education Folder to obtain peak performance.

Sometimes a Cup of Coffee and a Donut Is an Effective Strategy

Call Center Weekly

I reported directly to the owners and senior management, none of whom had an adequate comprehension of call center operations, nor did they want to spend a great deal of time being educated beyond service level performance and budget adherence.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I decided to focus 100 percent on customer experience thought leadership – speaking at events, writing a book “ More Is More ,” and even teaching an executive education at Rutgers Business School this August. Blake is adjunct faculty at the Rutgers executive education MBA program.

Welcome to the Contact Center

Call Center Weekly

Sadly, that stereotype often suggests the support staff is less educated, entry level, and unfriendly. The people I would be willing to match the skills and education of support staff with those in other departments of an organization.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base.

Why your contact center is a massive fraud risk

Call Center Coach

Educating Contact Centers. Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Maximize Every Communication: Anticipate and Inform

Call Center Weekly

Quick response templates also educate other team members who may not be aware of existing policies or procedures. By Sheree D. Kenner One of the things that an overburdened helpdesk can do, is to make every interaction count.

In customer service, your people are NOT your most important asset.

Bill Quiseng

The answer is that we, as managers, are responsible for the education of those who do not have those skills. And we will be the ones who will have to educate the people we select to deliver the experience our customers are expecting from us.

How Long Will It Take You to Talk to Us About Soft Skills Training?

Myra Golden Media

Amy Spence, Training Service Manager, West Education Group. Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing.

Keys to Contact Center Consistency and Compliance

Call Center Weekly

So, they both give consistent answers to educate their customers. By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Here are our questions and answers.

5 Useful Quotes from Experienced Customer Service Leaders

Fonolo

Stephen is an American educator, author, businessman, and keynote speaker. Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

VOC – To improve VOC, RCDA engaged in an education and validation process to ensure everyone understood the survey process, questions and scoring methodology. Advanced receiver services (ARS) – Educated agents and helped them use effective discovery questions.

PACE: Changing with the Times

Contact Center Pipeline

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

Become a Consumer Customer Service Expert !

Teresa Allen

It will not only be quite entertaining, it will be significantly educational. ​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters!

An Ambitious First 90 Days for a #CXO

CX Journey

He asked me what CXOs would be doing in their early days, and my response, in a nutshell, was around information gathering and education. Education falls into each of those phase but certainly is important to getting everyone on board.

How to Deliver Great Customer Service in a Crisis [Live Discussion]

Fonolo

As a thought leader, innovator, and CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience. On any given day, contact centers run the risk of experiencing a surge in call volume.

Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it.

Customer Centric Culture – putting theory into practice

ijgolding

Let me take you through just three ideas – EDUCATE, COMMUNICATE and RELATE: EDUCATE – if you want people to behave in a way that truly puts the customer into the centre of everything they do, you need to teach them how!

Don’t Confuse Customer Services with Customer Service

Bill Quiseng

I’d educate every cashier to look at the screen or the credit card and then look back to the customer to establish eye contact (trust), smile (likeability) and sincerely say, “Mr. This was originally published as a guest post on Shep Hyken’s customer service blog. .

Amazing Business Radio: Amy Downs

ShepHyken

Amy suggests to set a strategy and educate your people. You must continue to educate and to communicate that information.” – Amy Downs. . Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers?

Adventures in Speech Analytics- Part III

Call Center Weekly

By Diana Aviles Here we are… Part III is finally here! Where we last left off, I discussed how queries are a major aspect of Speech Analytics.

Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality

Bill Quiseng

So it is up to the manager to educate the associates and their junior managers on the principles of hospitality. Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service.

Hiring the Best Contact Center Agents through Candidate Experience

Call Center Coach

VJT technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. Hiring the best contact center agent is getting more complex with each passing year.

9 Signs You’re a Customer Service Expert

Fonolo

In time it turns into what feels like a “sixth sense” or “intuition” but truthfully it’s just being extremely educated about your surroundings.

Empty

Myra Golden Media

Amy Spence, Training Service Manager, West Education Group. I’d given that keynote everything. I took the time to speak with 3 audience members weeks before my talk to get a feel for what would be value-adding for attendees.

6 Things You Can Do to Advance Your Career in the CX Profession

CX Journey

Educate yourself I cannot say this enough: read, read, read. So do your homework and go into this with an open - and educated - mind. They provide training and educational resources on the six core competencies of customer experience.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

ijgolding

This inspired me to work towards becoming an inspirational leader in providing customer experience solutions and become an educator within my industry and needed to find out how I could penetrate and transform this very old school attitude, dry and dusty sector.