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Exercises Related Topics 
Fonolo
OCTOBER 21, 2021
Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want.
Toister Performance Solutions
OCTOBER 18, 2018
They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. Team building seems to be a hot topic right now. I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees. There's another group of subscribers who have also contacted me.
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Merchants
AUGUST 24, 2020
The post Quality Management should not be seen as a tick box exercise, but rather as a CX value driver appeared first on Business Process Outsourcing Services | Merchants CX SA.
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.
Contact Center Pipeline
JUNE 8, 2021
It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […]. The world of contact center training is complicated.
Myra Golden Media
AUGUST 6, 2021
One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. I’m reviewing an exercise right now from one of my students in Australia.
ShepHyken
AUGUST 5, 2020
This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary.
Inside Customer Service
APRIL 14, 2022
Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. Here are three exercises you can use to practice your rapport skills while you are a customer. This exercise is called Make Their Day.
Contact Center Pipeline
OCTOBER 17, 2018
Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. Fair warning: Reading this article could be painful for you. But it may also give you a punch in the stomach, because I’m going to say things to you that may make you feel foolish for not seeing them before now. If you’re in call center management, you’re […]. Compensation agent pay call center contact center cost management
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Beyond Philosophy
JANUARY 29, 2022
Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. One of our listeners in Finland is in a pickle.
5CA
NOVEMBER 22, 2017
Many people view customer service as a purely reactional exercise. Questions come in, answers go out. That's it. Right?
ShepHyken
JANUARY 20, 2021
The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.” Little successes added together make for large success down the road. Small successes add up.
Contact Center Pipeline
DECEMBER 12, 2018
You wouldn’t exercise just once in a lifetime and say that you were done. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. The same is true […]. Coaching agent development call center coaching contact center time management
CCNG
MAY 25, 2022
Your network is like a muscle--it gets stronger as you exercise it. ?For The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.
ShepHyken
SEPTEMBER 14, 2016
So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be. Don’t let the simplicity of this exercise fool you into thinking it is trivial or anything less than powerful. I’m very excited to share this concept with you, especially as we approach National Customer Service Week.
Myra Golden Media
MAY 7, 2019
I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions. After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.
Nicereply
NOVEMBER 9, 2021
An excellent way to illustrate assumptions and how their impact is the Peanut Butter and Jelly Sandwich exercise. In this exercise, the leader will follow the instructions from the trainees precisely as they say them. Keep in mind that even this exercise has assumptions in it.
Russel Lolacher
SEPTEMBER 4, 2017
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently. The post Why You Need to Treat Your Business Relationships Personally appeared first on The Upsell.
Myra Golden Media
APRIL 26, 2018
Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together. My client’s group is not unique in how they responded to my pole exercise. Last week I facilitated a team building workshop for one of my favorite clients.
Contact Center Pipeline
APRIL 13, 2017
I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour and have to use elements of the room to solve a series of puzzles. Once solved within the time limit, you […]. Sponsored Posts Workforce Management call center CEM contact center customer experience management Sponsored Post WFO workforce optimization
ShepHyken
OCTOBER 21, 2020
Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Stop comparing yourself to the competition.
CustomerGauge
DECEMBER 20, 2016
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.
Beyond Philosophy
FEBRUARY 3, 2022
On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start.
ShepHyken
JANUARY 1, 2020
I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. I’m going to break away from my typical articles about customer service and experience and get personal.
Myra Golden Media
MARCH 6, 2019
Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course. This training is about never having your customers hang up with negative feelings about how you talked to them.
Myra Golden Media
DECEMBER 13, 2018
I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned.
Beyond Philosophy
APRIL 7, 2022
I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Bear in mind that almost nobody I have ever done this exercise with has been to the Congo, but they all have expectations.
NICE inContact
JANUARY 13, 2020
It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.
ShepHyken
SEPTEMBER 23, 2020
We’re just out there to get some exercise and have fun. Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.
Guru
APRIL 7, 2021
But because companies are still, a year later, dealing with the logistical challenges of the sudden shift to remote work, many haven’t yet focused on the post-pandemic change management exercise of returning all—or parts—of their workforce to office hubs.
CCNG
JUNE 29, 2021
Not only is the adherence to procedures, controls, and regulations evaluated, but “good business practices” are celebrated and socialized, relationships are built and developed, and the collaborative exercise serves as a career development and learning opportunity for associates.
ShepHyken
JANUARY 15, 2020
For some cases, you may consider repeating these training exercises and drills every six months. One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others?
Genroe
OCTOBER 27, 2019
This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best practice Net Promoter implementation, you are going to want to, in fact need to, start setting NPS targets for your staff and organisation. There are […]. The post Three Prerequisites to Setting Net Promoter® Targets appeared first on Genroe. Net Promoter Score Action Planning and Implementation NPS Goal Setting
ShepHyken
AUGUST 14, 2020
The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment.
CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
ShepHyken
OCTOBER 26, 2016
One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.
PeopleMetrics
JANUARY 21, 2021
Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. Customer Journey Mapping: Which Touchpoints Really Matter?
3CLogic
AUGUST 31, 2021
It’s not difficult to understand how exercising empathy would be valuable for contact center agents. Agents can exercise this type of empathy by: Paraphrasing what the customer said. Agents can exercise this type of empathy by: Providing the appropriate language the customer needs.
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