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Customer Strategy and Management Podcasts
Brad Cleveland
NOVEMBER 2, 2016
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.”
Management Related Topics 
Why People Leave Managers
CX Journey
APRIL 19, 2017
Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins.
Measure to manage customer experience
eGain
MARCH 3, 2015
In many areas of management it is clear what to measure and what action to take when things go wrong. Organizations need to measure customer service in order to see the effect of management actions. This is the foundation of good customer experience management.
The Essential Role of Today’s Front Line Managers
Brad Cleveland
APRIL 26, 2016
Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a.
4 Reasons Your Quality Management Stinks
Customer Centric Support
JULY 18, 2017
Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. The post 4 Reasons Your Quality Management Stinks appeared first on Customer Centric Support. Customer Service Featured QA QM Quality Management
The Customer Experience Management Cheat Sheet [INFOGRAPHIC]
Win the Customer
MARCH 20, 2015
Call Center Customer Experience Customer Service Infographic Management Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.
3 Critical Change Management Steps
Beyond Philosophy
FEBRUARY 24, 2016
The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is.
Building a case for managing innovation
hackerearth
MAY 4, 2017
“Building a startup is an exercise in institution building; thus, it necessarily involves management.”- Similar, the ten years of investigating the world’s most innovative companies by BCG suggests that even large firms can manage to rule the roost, provided they manage innovation well.
Customer Journey Management – it’s not just about the mapping!
ijgolding
FEBRUARY 6, 2017
Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT.
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
Brad Cleveland
MARCH 10, 2016
New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Brad Cleveland
FEBRUARY 12, 2016
They know that trying to focus on too many things is … Call Center Contact Center Customer Service Leadership Research/Statistics Brad Cleveland Call Center Management On Fast ForwardContact center measurements are plentiful and it’s easy to get buried in information.
The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
Brad Cleveland
JANUARY 20, 2016
One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands.
5 Qualities of Great Customer Service Managers
Customers That Stick
APRIL 10, 2017
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog
How Should You Manage Your People?
Win the Customer
MAY 13, 2015
Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Call Center Communication Customer Service ManagementThe customer service industry is complicated.
The Best Managed Contact Centers: #10 – They Build an Effective Organization
Brad Cleveland
APRIL 12, 2016
They gauge whether agent-to-supervisor and supervisor-to- manager ratios are working … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward cultureSuccessful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often.
Breaking Down Silos for Customer Experience Management
ClearAction
MAY 31, 2015
Breaking Down Silos for Customer Experience Management. Coordinate Managers of Customer Experience. Coordination among managers of various customer experience efforts is one of six success factors identified by the ClearAction CXM Best Practices Study.
7 Keys to Successful Customer Experience Management
Win the Customer
OCTOBER 24, 2015
Today’s strategy for success needs to increasingly focus more on customer experience management initiatives. Customer Experience Customer Service ManagementSuccessful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers.
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Brad Cleveland
MARCH 29, 2016
Airlines couldn’t possibly operate a flight without a tangible connection between the results they want to achieve and the … Call Center Contact Center Customer Service Leadership Brad Cleveland budgeting Call Center Management On Fast Forward leadership
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Brad Cleveland
JANUARY 12, 2016
… Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward culture leadership Nintendo Virgin Mobile Wells FargoCultures vary dramatically from one organization to the next.
Metrics for Customer Experience Management
ClearAction
JANUARY 11, 2015
Metrics for Customer Experience Management. That probably brings to mind something like touch-point mapping or customer journey mapping, but those aren't the process flows to zero-in on when designing customer experience management metrics.
Why Management Ignores Customers – and 7 Ways to Fix It
Beyond Philosophy
FEBRUARY 8, 2017
Executives spend their days dealing with big-picture strategic issues, personnel management and company finances. 3. Put Management Employees to Work. Disney still sends management employees to its theme parks, only now they’re asked to work there one week each year.
The Best-Managed Contact Centers: #1 – They Produce High Levels of Value
Brad Cleveland
DECEMBER 17, 2015
” While there are a … Call Center Contact Center Customer Service Leadership Brad Cleveland Call Center Management On Fast Forward strategic value strategyIn some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” ” Everybody knows what the mission is and everybody is pulling in the same direction.
Telecom Expense Management in Call Centers
Bright Pattern
JULY 28, 2017
Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a carrier pricing negotiations point of view.
Reputation Management or Customer Experience Management?
CX Journey
SEPTEMBER 16, 2014
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? In walks reputation management. Most of reputation management is focused on pushing down negative search results.
Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management
Peter Lavers
JULY 17, 2017
I believe that every company needs to be explicitly measuring and managing trust internally and externally to recover lost ground and/or protect the trust they’ve built, recognising it for what it is – one of your (if not the) most valuable business assets.
8 Steps for Customer Experience Change Management
CX Journey
AUGUST 26, 2014
Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. change change management customer experience
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
What is idea management and why is it important for any business
hackerearth
JUNE 29, 2017
What is idea management? Top management world over is now running helter-skelter demanding innovation. That’s the crux of idea management, thereby potential innovation. To learn how you can introduce idea management software in your business, Click here.
How to Manage an Employee with a Bad Attitude
Toister Performance Solutions
JULY 11, 2017
A Customer Service Tip of the Week subscriber recently emailed to ask for my advice on managing an employee with a bad attitude. She explained that the customer service team she managed had an employee with a bad attitude who was starting to affect the rest of her team.
Natural Language Understanding for Quality Management and Business Insight in Contact Centers
Bright Pattern
JULY 13, 2017
In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive.
Guest Blog: How to Manage Customer Emotions
ShepHyken
DECEMBER 2, 2016
Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.
The Best Managed Contact Centers: #11 – They Are Willing to Experiment
Brad Cleveland
APRIL 27, 2016
They would agree with the advice of management consultant Dr. Ichak Adizes, who reminds us, “You don’t know what you don’t … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership
Three things we can learn from how Wimbledon is managing the customer experience
Peter Lavers
JULY 14, 2017
The post Three things we can learn from how Wimbledon is managing the customer experience appeared first on Think CX.
State of Business-to-Business Customer Experience Management
ClearAction
JANUARY 14, 2015
State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.
The Key to Performance Management Success
inContact
APRIL 26, 2016
Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. The post The Key to Performance Management Success appeared first on inContact Blog.
Two Questions Every Customer Service Manager Should Be Asking Everyday
Bill Quiseng
JUNE 19, 2017
Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. The biggest complaint from employees of their managers and supervisors is a lack of communication.
Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management
inContact
JANUARY 30, 2017
The Workforce Engagement Management (WEM) space (also known as Adaptive WFO) is taking shape as an evolution out of the Workforce Optimization category as companies aim to do more than simply review interactions or seek to maximize efficiency.
Why Incentives Are a Tool of the Lazy Manager
Toister Performance Solutions
JUNE 15, 2017
That's the rallying cry for lazy managers. Whether its lagging customer service survey scores, poor productivity, or dismal attendance, lazy managers think the solution is an an incentive. Why are incentives a tool of lazy managers ? The lazy manager doesn't see this.
The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Brad Cleveland
JANUARY 5, 2016
While there is no guaranteed formula for creating a supporting culture, many seasoned managers agree that shaping … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward culture leadership
100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More
Callminer
MARCH 20, 2017
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.
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