Yet taxpayers are being instructed by a powerful branch of the US government to correctly report how much tax they owe. April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. MORE
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Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts MORE
Thaler applied behavioral economics to government interactions with citizens. In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. MORE
The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken. MORE
Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization. In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction. MORE
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A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! MORE
I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […]. Customer experience Executive leadership MORE
3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Customer Care Customer Experience government personalized marketing Twitter MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. MORE
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I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. MORE
In Texas, the state government ramped up their contact center presence to meet the influx of requests coming from beleaguered residents. The role of the contact center has never been more critical to the overall success of your business strategy than it is today. MORE
Proactive Engagement through Data Governance. “In In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour! MORE
Instead of trying to control what happens within these technologies, CIOs should focus on governing how their organization should use services, such as cloud, and the best way to integrate these services into technology, systems, and processes. MORE
AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science MORE
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VP of Government & Regulatory Affairs. Mary Boyd. Emergency communications have improved exponentially since the first 911 call nearly 50 years ago. MORE
People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise. MORE
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The company serves hospitality, legal, government, healthcare, life sciences, marketing communications, social media, mobile, insurance, financial services, and technical industries, as well as contact centers and utilities. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. MORE
The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning. MORE
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Governance Controls Internal controls Compliance Management Protect Oversight Access Duty Corporation Government“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint. MORE
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Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place? MORE
Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By: Sean Hawkins When agents in your center provide great service, how do you reward them? MORE
Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. MORE
The variety of business that she has experienced in the contact center world includes financial services, incentives, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry. MORE
So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers? Customer Experience company policy government policies Qatar Airlines MORE
Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership MORE
The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? MORE
Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. MORE
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development. MORE
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). MORE
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Financial Governments International Allegations Litigation TaxesPrivate equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry. MORE
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JUNE 30, 2017
The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.
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AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science
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Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).
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Governance Controls Internal controls Compliance Management Protect Oversight Access Duty Corporation Government“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint.
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3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Customer Care Customer Experience government personalized marketing Twitter
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Proactive Engagement through Data Governance. “In In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.
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OCTOBER 28, 2014
Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?
CX Journey
FEBRUARY 27, 2015
Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership
CX Journey
MAY 5, 2015
Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.
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AUGUST 16, 2017
The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.
ClearAction
JULY 2, 2015
Financial Governments International Allegations Litigation TaxesPrivate equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry.
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FEBRUARY 28, 2017
The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?
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The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.
Call Center Weekly
OCTOBER 30, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time.
Call Center Weekly
OCTOBER 23, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development.
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OCTOBER 9, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.
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Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization. In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional.
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SEPTEMBER 21, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected.
Call Center Weekly
FEBRUARY 22, 2018
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies.
Call Center Weekly
DECEMBER 1, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour!
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JUNE 3, 2017
I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […]. Customer experience Executive leadership
Call Center Weekly
JULY 27, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction.
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Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts
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I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins There's no getting around it ! Support teams dislike the QA team!
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I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave.
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Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.
Call Center Weekly
JUNE 19, 2017
Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By: Sean Hawkins When agents in your center provide great service, how do you reward them?
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I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins You know that moment when you take a call, only to be greeted with less-than-friendly (or even offensive) words from a frustrated, angry customer?
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Thaler applied behavioral economics to government interactions with citizens. In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge.
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I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Employee development is very important to me.
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Aspect
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Yet taxpayers are being instructed by a powerful branch of the US government to correctly report how much tax they owe. April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying.
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NOVEMBER 13, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins If you want your staff to be engaged, they must first be involved!
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Instead of trying to control what happens within these technologies, CIOs should focus on governing how their organization should use services, such as cloud, and the best way to integrate these services into technology, systems, and processes.
Call Center Weekly
MARCH 9, 2018
The variety of business that she has experienced in the contact center world includes financial services, incentives, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry.
Call Center Weekly
JULY 26, 2017
I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.
Contact Center Pipeline
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More and more, however, citizens, journalists, governments, and students are recognizing Internet access as a necessity, and any lack of digital access as a serious equity issue.
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DECEMBER 20, 2017
VP of Government & Regulatory Affairs. Mary Boyd. Emergency communications have improved exponentially since the first 911 call nearly 50 years ago.
Call Center Coach
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The company serves hospitality, legal, government, healthcare, life sciences, marketing communications, social media, mobile, insurance, financial services, and technical industries, as well as contact centers and utilities.
Aspect
OCTOBER 10, 2017
In Texas, the state government ramped up their contact center presence to meet the influx of requests coming from beleaguered residents. The role of the contact center has never been more critical to the overall success of your business strategy than it is today.
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