24-7 InTouch

FEBRUARY 28, 2023

“We need to teach people that it’s ok to show care for one another at work.” How can high-growth companies integrate this value into their company culture successfully? Encourage Collaboration and Cooperation Companies should help employees develop their emotional intelligence (EQ).

Technology 52

Technology Personalization 52

Beyond Philosophy

OCTOBER 20, 2014

I will start with the first area: People. What Your People Need to be More Customer Focused. Recruit those with the right tools, which includes a high EQ as aptitude and technical skills are not enough. Being truly natural in Customer Centricity requires that you recruit people that good at evoking emotions.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

Beyond Philosophy

NOVEMBER 12, 2015

When you are rude to two people, they are rude to two people and so on and so on and so on. Moreover, in a third experiment, participants didn’t give people the benefit of the doubt if their comments could be interpreted as rude if they saw a rude interaction beforehand. As many of you know, I’m British. Even when they aren’t.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

24-7 InTouch

JANUARY 11, 2023

I believe the next phase of evolution in the corporate well-being space will involve the holistic integration of well-being into a company’s People Strategy. How do we ensure that our onboarding and orientation programs support the fullness of our people’s humanity, and assist them in actualizing their, and the company’s, potential?

Technology 52

Technology Personalization Management Customer Experience 52

Beyond Philosophy

OCTOBER 21, 2014

I will start with the first area: People. What Your People Need to be More Customer Focused. Recruit those with the right tools, which includes a high EQ as aptitude and technical skills are not enough. Being truly natural in Customer Centricity requires that you recruit people that good at evoking emotions.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

24-7 InTouch

DECEMBER 19, 2022

I believe the next phase of evolution in the corporate well-being space will involve the holistic integration of well-being into a company’s People Strategy. Q: What are some ways high growth companies can continue to scale and still maintain a culture of care and well-being for their people?

Technology 52

Technology Personalization Management Customer Experience 52

Upstream Works

AUGUST 11, 2020

By putting people at the center of your business model, you unleash the power of humanity and generate unimaginable positive ripples for your employees and your customers,” Fortune 200 HR executive and author, Louis Efron , writes for Forbes. Hire Emotionally Intelligent Agents. Focus on the Human Side of Business.

Contact Center 134

Contact Center Self service Personalization Customer Experience 134

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Beyond Philosophy

NOVEMBER 2, 2014

Toxic employees are people who poison the culture at work. Toxic employees are people that may or may not work hard, but create an environment of antagonism in their wake. High frustration levels accompanied by negative antagonistic attitudes and negative comments and attacks. What makes a toxic employee? Loss of morale.

Construction 186

Construction Morale Customer Experience Management 186

Calltools

FEBRUARY 3, 2021

Sadly, the turnover rate in call centers is high. You can reach this goal by enhancing your hiring, training and evaluation practices. Hiring Call Agents. Finding the best sales agents for your call center starts with your hiring process. Many call centers are high-stress, high-reward environments.

Call Center 52

Call Center Sales Morale Technical Support 52

Fonolo

MARCH 2, 2021

Look after your people. ” Why You Should Hire Agents Based on EQ not IQ. Unsurprisingly, when you have happy and productive people working for you, they pass on that love to your customers, and CSAT goes up. Hurt people hurt people, and happy people help people. cctr #cx Click To Tweet.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Beyond Philosophy

OCTOBER 21, 2014

I will start with the first area: People. What Your People Need to be More Customer Focused. Recruit those with the right tools, which includes a high EQ as aptitude and technical skills are not enough. Being truly natural in Customer Centricity requires that you recruit people that good at evoking emotions.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Fonolo

SEPTEMBER 21, 2023

Look after your people. Hurt people hurt people, and happy people help people. Chances are, people won’t be able to gauge ‘satisfaction’ in anything more than a nominal way. ” It’s important to remember that people don’t read carefully.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

The Mindful Call Center

AUGUST 24, 2017

Some people innately have a high EQ (measurement of EI just like an IQ), while others can be taught to improve these characteristics through training and expanding an understanding of their own emotions. We are going to take a more in depth look at each of these as we examine the benefits of a high EQ in your contact center.

Contact Center 48

Contact Center Personalization Call Center Customer Service 48

Kayako

MARCH 14, 2018

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Focus on the customer experience. That’s great.

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? So, do you need to roll-out your current CS system and invest in some high-end software? Learn anytime, anywhere. Helps you track how far they’ve reached through insightful reports .

Customer Service 128

Customer Service Customer Support Education Feedback 128

Customer Relationship Metrics

JULY 26, 2017

Your people have more options. Competition for your problem-solving, caring-natured people is rising. The best contact center agents also are the best marketing people, sales people, finance people, and trainers. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CustomerSuccessBox

MARCH 31, 2022

According to a survey study , 75 percent of hiring managers are shown to value EQ over IQ. Emotional intelligence allows you to quickly build trust with people, as well as rapport. Emotional intelligence allows you to quickly build trust with people, as well as rapport. It takes effort to become an exceptional CSM.

Management 52

Management SaaS Accountability Upselling 52

Maru Group

MARCH 18, 2021

We’ve assessed how people feel about search: we’d note that every search is a brand experience which generates an emotional response that needs to be understood by search companies looking to cement brand relationships with their users. In short, search engines are the machine that powers our modern world.

Engineering 52

Engineering Surveys Personalization Enterprise 52

Russel Lolacher

MAY 8, 2022

Most companies, they’ll have their values, their purpose, their goals… and then who they hire they don’t seem to focus on any of that. Most companies, they’ll have their values, their purpose, their goals… and then who they hire they don’t seem to focus on any of that. FULL TRANSCRIPT OF INTERVIEW.

Consulting 52

Consulting Consulting Personalization Contact Center 52

CrazyCall

AUGUST 16, 2019

Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. I know you strive to get better, beat the competition and get to that next level in your career. Accelerate!

Sales 115

Sales B2B Coaching Personalization 115

Russel Lolacher

FEBRUARY 20, 2023

In this episode of Relationships at Work, Russel chats with the CEO for Work Ethic Development Josh Davies on what goes into the an employee’s work ethic and how to bring your “A” game. Conference for his contributions to education. And here’s why he is awesome. conference for his contributions to education.

Education 52

Education Personalization Employee engagement Coaching 52

LiveChat

JULY 15, 2015

People with high CQ are naturally better at personal control. The other ones are: basic skills and behaviours, advanced problem solving (IQ) and emotional intelligence (EQ). Reps with high CQ are resilient, take ownership over customer issues and respond well to a criticism. 30 percent already had high CQ.

Customer Support 73

Customer Support Average Handle Time Coaching Customer Service 73

LiveChat

JULY 15, 2015

People with high CQ are naturally better at personal control. The other ones are: basic skills and behaviours, advanced problem solving (IQ) and emotional intelligence (EQ). Reps with high CQ are resilient, take ownership over customer issues and respond well to a criticism. 30 percent already had high CQ.

Customer Support 44

Customer Support Average Handle Time Coaching Customer Service 44

SmartKarrot

MAY 27, 2020

Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth. Read on to find how you can make yourself suitable for the top client success director jobs and take your career on a new high. .

B2B 10

B2B SaaS Technical Support Upselling 10