Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? The format is up to you.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss. Conclusion.

Call Center 148

Call Center Morale Best practices Contact Center 148

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. To best evaluate your workforce structure, you must consider the technology and tools that your staff use, as well as the communication routes that they prefer.

Management 52

Management Best practices Employee engagement Morale 52

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success. So, how can how you can shape CX for improved outcomes at your organisation?

Technology 40

Technology Customer Experience Journey mapping Best practices 40

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Each generation is shaped by the historical, societal, and technological context of their formative years. The Five Generations in the Current U.S.

Transportation 94

Transportation Surveys Technology Contact Center 94

Toister Performance Solutions

MAY 27, 2021

A customer service rep attended a workshop on serving angry customers. A customer service manager invested in new technology for her team. The technology made things worse, not better. There was a culture committee, a customer obsession committee, an operational excellence committee, and an employee engagement committee.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. 5 ways to become a WFM guru. Don’t be afraid to ask for help.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. We assume that if we teach skills in a workshop or an online course, sales representatives will remember and practice them.

Sales 88

Sales Coaching Calibration B2B 88

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Taylor Reach Group

AUGUST 29, 2017

Enriching CX through continuous Improvement and Engaging Technology. Technology, Tools & Strategies to Propel Success. In recent years, service leaders have been tasked with taking on an expanded role, with new technologies supporting a new connected consumer with new expectations. Your Future Contact Center is Here.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. Workshops & Training. Groom your agent’s mindset and motivate them by organizing frequent training sessions and workshops.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

JustCall

DECEMBER 1, 2022

It is essential to offer professional growth opportunities to employees to empower them to stay loyal and engaged and pursue greater success within your company rather than looking elsewhere. Offer free workshops and seminars to improve work habits and improve skills. Take Advantage Of New Technologies.

Call Center 52

Call Center Management Agent burnout Scripts 52

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. You can thus optimize the workshops or trainings for the newly joined agents. Train your contact center agents to know more about the customer's technological background. They should not be just handing over a training file.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Fonolo

MARCH 4, 2020

The Tools of the Trade: Technology and Metrics. People obviously power this ADP operation to an astonishing degree — but they are buoyed by technologies with which to effectively reach customers and metrics that keep them careening forward. The information is all over the place.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Up Your Service

APRIL 1, 2018

In this environment of rising technology and digital transformation, some people claim the human factor in service is less important. But the opposite is actually true, because it is people who create, program, and maintain technology. It’s people who encourage, explain, and assist other people to adopt new technologies.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Integrity Solutions

NOVEMBER 19, 2018

Your company invests in a two-day sales training workshop, then releases the reps out into the field with a link to a website for “reinforcement” and hopes something will stick. As millennials become a larger percentage of the workforce, organizations are increasingly looking for ways to improve technology and processes to accommodate them.

Coaching 76

Coaching Sales Feedback Management 76

Up Your Service

APRIL 1, 2018

In this environment of rising technology and digital transformation, some people claim the human factor in service is less important. But the opposite is actually true, because it is people who create, program, and maintain technology. It’s people who encourage, explain, and assist other people to adopt new technologies.

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Fonolo

FEBRUARY 20, 2020

The Tools of the Trade: Technology and Metrics. People obviously power this ADP operation to an astonishing degree — but they are buoyed by technologies with which to effectively reach customers and metrics that keep them careening forward. The information is all over the place.

Customer Service 67

Customer Service Metrics Call Center Banking 67

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Its flexible public channels, along with small private groups, can facilitate group learning as well as smaller workshops where ideas can be shared in real time.

Call Center 117

Call Center Technology Gamification Coaching 117

Russel Lolacher

JANUARY 8, 2022

What is plain language do you feel is the role in employee engagement? How is plain language, a part of that employee engagement workplace culture sphere? And I’ve been teaching email writing workshops since 1993. People come to work? People want to feel like they’re heard. Leslie O’Flahavan.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

ijgolding

JUNE 9, 2015

Drives employee engagement and involvement — from the front lines to the executive suite. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. How can that help employee engagement? Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Flavio has a B.S.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. This could include a combination of classroom training, on-the-job training, learning courses , and workshops.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

MAY 22, 2022

Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers. You’ll see higher employee engagement levels, leading to a happier and more productive work environment overall.

call center workforce 52

call center workforce Call Center Management Gamification 52

ClearAction

NOVEMBER 4, 2020

The human-to-human (H2H) emphasis of brands in the early days of stay-at-home was overdue: “Prior to the pandemic, PwC’s customer intelligence series found that 59% of people believe that companies have lost touch with the human element by focusing too much on technology.” How is H2H embedded in your firm’s practices?

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Russel Lolacher

JANUARY 16, 2023

It doesn’t take years, you know, we’ve done it with an Ivy League college in the States, it doesn’t take years, and it didn’t take years, we did 390 minute workshops, over a three week period, and then a post workshop facilitation of six months. And it’s very specific.

Education 98

Education Construction Employee engagement Personalization 98

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Consistently coaching and training agents ensures that your employees are prepared, feel confident and come away from each call more motivated to take on the next one.

Contact Center 67

Contact Center Scripts Call Center call center software 67

ClearAction

FEBRUARY 26, 2015

DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights. Don't Confuse CX Technology with Customer Experience Management. "5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Russel Lolacher

JUNE 13, 2022

Is it marketing, you know, what resources from, from a people perspective, and then what resources from a technology perspective, and we were able to actually start to map out our ecosystem of technology. And just asking the question, what resources are using to try to get that done? But it was off in the corner. But I liked my silo.

Coaching 59

Coaching Engineering Personalization Feedback 59

Russel Lolacher

OCTOBER 16, 2022

Sign up to his workshops. But are we speeding the right things up? Like how, like, these tools should help us slow the right things down. And that will allow us to make more thoughtful a sound decisions around what we should be doing it all living according to our values. He’s an internationally renowned productivity expert. Mike Vardy.

Time management 98

Time management Management Personalization Government 98

Up Your Service

AUGUST 8, 2018

They focus on building a culture that provides the education, encouragement, technology, recognition, reinforcement, and the rewards that create an environment where people go to work every day inspired and motivated to give great service, for external customers and for colleagues.

Education 53

Education Airlines Scripts Personalization 53

Up Your Service

AUGUST 8, 2018

They focus on building a culture that provides the education, encouragement, technology, recognition, reinforcement, and the rewards that create an environment where people go to work every day inspired and motivated to give great service, for external customers and for colleagues.

Education 40

Education Airlines Scripts Personalization 40

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120