Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer centricity 52

Customer centricity Analytics Customer Experience Metrics 52

CCNG

MAY 11, 2022

With our industry's continued frenetic growth and recent staffing shortages, we have become so fixated on headcount that we often end up treating the hiring and training process as a production assembly line. We fail to acknowledge that applicants come to us from all walks of life, each with their own unique story. Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Lumoa

OCTOBER 24, 2023

Happy customers are satisfied customers who will return to help your business. This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?”

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

Real Blue Sky

FEBRUARY 2, 2023

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. Let’s examine some ways a fractional CIO could benefit your organization. What is a Fractional CIO?

industry standards 98

industry standards Consulting Consulting Technology 98

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . Instead of browsing the aisles, they scroll through pixels. COVID Shut Them Down, So They Speeded Up.

Sales 195

Sales Consulting Consulting Customer Experience 195

ClearAction

AUGUST 3, 2023

Investors and you rely on them for your existence and growth. Brand integrity gaps are the window to huge growth potential. When you avoid brand integrity gaps, your margins expand and your magnetic attraction and retention opens many strategic advantages. Does this surprise you? for each group’s own report.

Customer Experience 62

Customer Experience B2B Benchmark Education 62

ClearAction

NOVEMBER 16, 2023

Evidently, senior leadership teams and boards of directors are unaccustomed to using VoC to navigate shifting market needs. Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends.

B2B 62

B2B Feedback B2C Enterprise 62

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. The most significant factor that differentiates contact centers in their struggle with employee engagement is the skill and strength of leadership. Speaker Faculty on Leadership that Engages.

Contact Center 120

Contact Center CCNG Morale Coaching 120

SharpenCX

OCTOBER 4, 2023

They’re often also the first to know and share in our joys, like adding a new baby to your insurance plan and processing your first mortgage. This evolution is due to a variety of factors including, but not limited to: The shift from physical to virtual commerce. Need to pay your credit card? Go to the bank.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

TechSee

MARCH 4, 2024

However, betting the future on a single provider without a practical understanding of the challenges, limitations, costs, leadership buy-in, and staffing required to facilitate the long-term objectives is unlikely to yield the desired impact. What is the ROI of Generative AI in CX? One is the risk of over-reliance on automation.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

However, betting the future on a single provider without a practical understanding of the challenges, limitations, costs, leadership buy-in, and staffing required to facilitate the long-term objectives is unlikely to yield the desired impact. What is the ROI of Generative AI in CX? One is the risk of over-reliance on automation.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

Fonolo

JULY 12, 2022

We’ve written a comprehensive guide on goal setting if you’d like to read more on how to help your agents get ahead. Monthly goals for training will encourage agents to keep learning and growing and result in improved agent retention for your contact center. How to Make a Call Center Agent Engagement Survey.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. Selling leadership on the concept of Customer Success. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Scripts 98

Scripts Sales Customer centricity Coaching 98

NobelBiz

APRIL 2, 2024

May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems. Scalability Built to scale effortlessly, accommodating growth and fluctuations in call volume without sacrificing performance or reliability. RELATED ARTICLE What is IVR?

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? If you say your worst fears out loud, you risk their validation. This happens to other people too! What is imposter syndrome?

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. By focusing on the root causes, your success is far greater. Get the fundamentals right, and enjoy the positive domino-effect of your good habits. alliance, and merger.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Call Center Weekly

JULY 21, 2017

Often, leadership misapplies this behavior. They look outward (at staff) rather than inward (leadership) to address these behaviors. So, it is imperative that leadership employ the right strategy to combat this. It motivates one to reach a goal, or helps shape your world view. This MUST be a leadership initiative!

Contact Center 143

Contact Center Employee engagement Metrics Government 143

Fonolo

SEPTEMBER 14, 2023

strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. In this blog, we’ll discuss how to create goals that will take your call center to the next level. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

The Petrova Experience

NOVEMBER 1, 2022

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. It is about how leadership and employees work independently, and collaboratively, internally and externally. This puts leadership on the backfoot. You are not wrong.

Consulting 52

Consulting Consulting Surveys Government 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. They will also be able to provide insights into how customers interact with your organization.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

24-7 InTouch

JUNE 30, 2023

When individuals feel safe, respected, and supported in expressing their true identities, they can focus on their professional growth, contribute to their full potential, and bring fresh perspectives to the workplace. By promoting awareness, you empower your workforce to become allies and advocates for the LGBTQIA+ community.

Education 52

Education Healthcare Accountability 52

Playvox

AUGUST 8, 2022

You also need to make sure that you continue to drive towards that goal, while creating opportunities within your organization for your employees to grow into roles that keep them on your team. This needs to be a focus area for leadership and management teams to make your company an employer of choice.

Contact Center 78

Contact Center Coaching Healthcare Technology 78

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . A growth and innovation evangelist, Tiffany is a leading thinker in customer experience, company culture and sales.

Sales 124

Sales B2B Engineering Consulting 124

Real Blue Sky

FEBRUARY 2, 2023

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. Let’s examine some ways a fractional CIO could benefit your organization. What is a Fractional CIO?

industry standards 52

industry standards Consulting Consulting Technology 52

Real Blue Sky

FEBRUARY 2, 2023

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. Let’s examine some ways a fractional CIO could benefit your organization. What is a Fractional CIO?

industry standards 52

industry standards Consulting Consulting Technology 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Use our list to help you find the right CS communities to suit your professional lifestyle! What Is a Customer Success Community? CS in Focus. ” 2. Gain Grow Retain.

Best practices 116

Best practices SaaS B2B Marketing 116

Global Response

AUGUST 7, 2023

Empowerment also means creating a company culture that rewards and prioritizes continuous improvement, learning from one another and creating development and growth opportunities for all team members. The more empowered your agents feel, the faster and better they will be able to support customers, and the friendlier they will tend to be.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. With limited budgets for tools and talent, all companies are looking to identify how to scale their customer success teams.

Education 52

Education Upselling Consulting Consulting 52

Integrity Solutions

FEBRUARY 27, 2023

World-class sales leadership is about embracing both of these roles. A coaching culture must dovetail with broader corporate goals — the growth strategy, the need to onboard, train and develop new salespeople to become productive quickly, and decrease costly sales turnover. Being a coach is also beneficial for the manager.

Coaching 62

Coaching Sales Management Employee engagement 62

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Answer the following questions and you’d naturally find the best practice that suits your business. .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Surveys 78

Surveys Employee engagement Feedback Management 78

Sykes

SEPTEMBER 29, 2020

In her five years with Symphony, Marchela has contributed greatly to the organization’s growth while advancing her career and creating a confident voice in an industry dominated by men. “Symphony’s leadership team and culture has been extremely supportive of my career development.” Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

In her five years with Symphony, Marchela has contributed greatly to the organization’s growth while advancing her career and creating a confident voice in an industry dominated by men. “Symphony’s leadership team and culture has been extremely supportive of my career development.” Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

Toister Performance Solutions

JANUARY 20, 2022

How do you know if your company needs a CCO? It extends to all the interactions a customer has with your brand, including advertising, sales, delivery, support, and even the product itself. How do you know if your company needs a CCO? to help you decide whether your company needs a CCO. This appears to be a real trend.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You might get feedback from your team around their perception of not being taken seriously across your organisation.

Customer Experience 110

Customer Experience Metrics Feedback B2B 110

ConvergeOne

SEPTEMBER 28, 2022

The cloud offers flexible, scalable, and cost-effective computing that cuts down IT costs, consolidates data centers, accelerates growth and enables digital transformation. Security and privacy are not limited to the data located on-premises. It applies to all your data in the cloud, too. Assess your risk.

Real estate 71

Real estate Healthcare Consulting Consulting 71

JustCall

FEBRUARY 12, 2024

While Convoso offers valuable features, the platform does have shortcomings that don’t sit well with a lot of users: an unintuitive and clunky UI, limited integration options, and steep pricing plans. Imagine your existing tech stack as a well-oiled machine, where data flows effortlessly between tools and applications. The good news?

CRM 52

CRM Analytics Abandon Call Coaching 52