Management Related Topics 
Contact Center Pipeline
DECEMBER 21, 2022
And they are working to devise sustainable workforce management (WFM) strategies. Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment.
Cisco - Contact Center
FEBRUARY 15, 2023
Amsterdam and talked to Cisco MSP partners about the tremendous success they’re seeing by incorporating Cisco products into their managed services offers. I also g… Read more on Cisco Blogs Partner Cisco Live EMEA Cisco Managed Services Cisco Partners Kunal Kaul Managed Service Provider (MSP
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ShepHyken
APRIL 22, 2020
I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. In other words, the employees are trained to have a “manage the details” mindset.
Contact Center Pipeline
DECEMBER 22, 2022
For insights, we reached out to the suppliers of workforce management (WFM) solutions. Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
ShepHyken
SEPTEMBER 3, 2021
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? How can a customer experience management platform improve productivity?
ShepHyken
AUGUST 13, 2021
The post Guest Post: How Can PR Crisis Management Shape Customer Experiences? Customer Experience crisis management strategy customer experience Social media customer service
Nicereply
MARCH 14, 2023
Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Notable quote: “This book is about managing people.
Contact Center Pipeline
DECEMBER 16, 2022
Training & Development Workforce Management CWPP certification remote training training WFM workforce managementNot all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them.
Contact Center Pipeline
OCTOBER 6, 2022
Coaching Contact Center Compliance Training & Development B2B business-to-business coaching compliance data list management outbund prospecting risk management sales training2022 has been a pivotal turning point in the age of sales, risk, and technology.
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
Steve DiGioia
SEPTEMBER 10, 2020
Is this a mindset of a weak manager? Instead, the humble manager is realistic and open to suggestions. The Humble Manager Values Teamwork. It’s good to be a humble manager. It’s about a bad manager, a really bad manager.
Cisco - Contact Center
FEBRUARY 21, 2023
As our lives have become more digital and our preference for digital services increased, banks have responded by focusing a significant amount of time and attention on the digital customer… Read more on Cisco Blogs Financial Services Cisco Webex customer experience Featured financial services wealth management
ShepHyken
OCTOBER 15, 2021
Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. One of the best benefits of using ticket management software is its ability to track why times.
Contact Center Pipeline
OCTOBER 25, 2022
Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a company’s mobile app, website, or good old-fashioned email – there’s never been as many options for customers to interact with a brand.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
Contact Center Pipeline
JULY 28, 2022
When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact management system that’s robust and feature-rich.
Steve DiGioia
AUGUST 6, 2020
Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. A sincere show of appreciation from management or ownership.
Myra Golden Media
JUNE 18, 2021
Jack Cooper’s managers are ready to preempt escalations and manage conflict. For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training. I loved every minute of this interactive training project!
TeamSupport
OCTOBER 4, 2022
So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations.
Advertiser: Vanilla Forums
This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input.
Contact Center Pipeline
AUGUST 24, 2022
I can’t underplay the extent and severity of the cyber threats that we all face.
Contact Center Pipeline
AUGUST 10, 2021
Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress managementThe phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”
Babelforce
AUGUST 25, 2021
Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. In other words, WFM involves studying the past, managing the present and predicting the future. Why does workforce management matter?
Playvox
SEPTEMBER 19, 2022
While reviewing 2-5% of interactions may help understand some issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process. Playvox Announces AutoQA.
Advertiser: Vanilla Forums
Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!
Beyond Philosophy
MARCH 23, 2018
Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington.
Callminer
AUGUST 29, 2022
Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy
Contact Center Pipeline
SEPTEMBER 9, 2020
Our workforce management (WFM) landscape is changing at breakneck speed. This presents entirely new challenges and opportunity for workforce managers. Workforce management professionals are still grappling with this epic change.
Contact Center Pipeline
APRIL 19, 2022
The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Leadership Workforce Management ACD invisible queue random call arrival visible queue WFM workforce management
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.
Cisco - Contact Center
MARCH 20, 2023
Driving the power of these partnerships are our amazing people – not just in the partner sales teams but in our world-class partner ec… Read more on Cisco Blogs Partner APJC Cisco Partners Featured Partner Managed Exchange Partner Managed Services
Beyond Philosophy
MARCH 22, 2019
How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. My team is the Luton Town Football Club.
Cisco - Contact Center
MARCH 28, 2023
Myra Golden Media
DECEMBER 10, 2019
Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. They’re going to go straight to the manager. So, I asked for a manager.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
Helpware
FEBRUARY 28, 2023
Project Management Employee ManagementThere’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations.
Andrew Mcfarland
MARCH 3, 2023
Resource management is essential to any business, and resource managers are key players in optimizing resources used in a successful organization. By understanding resource management, professionals can gain insight into maximizing their resources for maximum efficiency and productivity. Key takeaways Resource management is essential to any business, and resource managers are key players in a successful organization. What is resource management?
Ansafone
AUGUST 12, 2022
When managing a property, you can expect to receive calls at all hours of the day or night. In order to maintain a balanced life, property managers are now seeking Property Management Answering Services to help maintain all aspects of their business.
Merchants
AUGUST 24, 2020
By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.
Advertiser: ZoomInfo
As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.
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