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The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Managing emotions can feel overwhelming. A lot of the behavioral sciences can feel intimidating. MORE

Customer emotions Management Journey mapping Consulting 195

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver

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. MORE

Quality management Management Business Process Outsourcing outsourcing 52

Long-Term Cost Management

Contact Center Pipeline

JUNE 8, 2015

Managing expenses in a contact center is tricky business. Cost Management call center contact center cost managementWe have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience. Yes, there are opportunities to trim costs while also improving contact satisfaction—implementing better self-service options is a great example. […]. MORE

Management Self service Customer Experience Contact Center 144

Customer Success Manager vs Account Manager: The Key Differences

SmartKarrot

OCTOBER 20, 2020

When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager. Customer success is one step ahead of Account management. MORE

Accountability Management Upselling Engineering 52

How To Manage Expectations

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. MORE

Management Airlines Transportation Consulting 257

Important Trends in Workforce Management Technology

Contact Center Pipeline

JULY 28, 2020

MORE

Technology Management 158

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Anh Trinh is the Managing Editor of GeekWithLaptop. MORE

Management Customer Experience Best practices Customer Service 186

There’s Magic in Managing the Details

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. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. In other words, the employees are trained to have a “manage the details” mindset. From that point on, I started spotting and managing the details. MORE

Management Coaching Customer Service Customer Experience 202

Workforce Management Evolution

Contact Center Pipeline

OCTOBER 4, 2019

Workforce Management call center contact center WFM workforce managementNo matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […]. MORE

Management Contact Center Call Center 116

Time Management in Project Management

CSM Magazine

OCTOBER 2, 2020

For teams, supervisors, and every other person, successful project time management is a crucial factor when it comes to the successful delivery of the task. However, with the help of effective management, we should see results that would have been impossible to achieve otherwise. MORE

Time management Management Personalization 52

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

SEPTEMBER 23, 2020

MORE

Contact Center Management 151

Here’s Why Contact Center Managers are Essential for Influencing Customer Perception

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception?? MORE

Contact Center Management Feedback Marketing 107

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming. MORE

Customer emotions Management Journey mapping Customer advocacy 297

The Humble Manager – Tip #15

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. MORE

Management 165

What Does Management Want From You?

Steve DiGioia

JANUARY 4, 2021

But what does management want from you? What Do Managers Want From Their Employees? Most managers want their team members to continue doing their job without incident, especially if the team works well. It creates safety, security, and peace of mind for the manager. MORE

Management Personalization Accountability Marketing 168

AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

APRIL 14, 2020

Knowledge Management AI artificial intelligence call center contact center knowledge automation knowledge solutionsWhen customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent. Or they might get a specific answer the first time around from the agent or self-service system. Such precision is the […]. MORE

Management Self service Contact Center Call Center 139

Taking Field Service Management to the next level with AR

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. The post Taking Field Service Management to the next level with AR appeared first on TechSee. MORE

Management Automotive Construction Accountability 109

Rebooting Your Workforce 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. MORE

Management Virtual Agent Technology Contact Center 151

PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. MORE

Management Surveys Feedback SaaS 73

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

SEPTEMBER 22, 2020

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. MORE

Management Surveys Technology CRM 193

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

JUNE 25, 2020

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts. Emotion management and positive memories are the way to do it. Customer Memories are a fascinating subject. MORE

Management Entertainment Healthcare Government 257

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingYet, I had significant conflicts with some members of my team. Often, I felt […]. MORE

Personalization Contact Center Management Coaching 196

How to Manage Uncertainty

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. MORE

Management Coaching Consulting Consulting 210

Workforce Management in the Omnichannel Age

Contact Center Pipeline

MAY 3, 2017

Workforce Management call center contact center omnichannel WFM workforce managementThank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer. As such, ensuring that a sufficient pool of agents is available to competently handle incoming queries at any given time is key to mission success. […]. MORE

Management Contact Center Call Center 164

Management’s Ideas Are Always Better – Tip #10

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. MORE

Management Benchmark 199

The Essential Guide to SaaS Product Management

SmartKarrot

JANUARY 21, 2021

Managing these software solutions became important. The shift of many major companies to SaaS and cloud operations has made it important to manage them well. Managing this encompasses a wide range of responsibilities. What is SaaS Product Management? Team Management. MORE

SaaS Management B2B Metrics 52

Transforming CPG Inventory Management with Augmented Reality & Computer Vision

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. For day-to-day inventory management operations, it’s hard to control what you can’t see. How AI enables self-service in CPG inventory management. MORE

Management Real estate Self service Analytics 119

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

DECEMBER 15, 2020

Remote Working affiliative leadership agile leadership call center communication contact center coaching goal-setting hybrid teams on-site agents performance management remote agents unified communications work from home work-at-home MORE

Management Coaching Customer Experience Contact Center 180

How to Manage Company Politics

Beyond Philosophy

JULY 19, 2019

Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. Managing them is part and parcel of a career. You must be able to manage office politics for many reasons. When you can get on with management, you can get on with your promotions after all. Also, if you can’t manage company politics, you won’t make it at many organizations. The post How to Manage Company Politics appeared first on. MORE

Management Entertainment Consulting Consulting 218

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Excellent customer service managers can help their teams navigate challenging situations and resolve concerns for frustrated customers, as they’re often the first point of contact when a call is escalated. Jagoda Wieczorek is the HR Manager at ResumeLab. MORE

Management Customer Service Best practices Education 152

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

DECEMBER 28, 2020

Crisis Management call center change management Collaboration contact center COVID-19 leadership remote communication strategic planning technology selection virtual agents work from home workforce managementWe are finally at the end of a turbulent 2020. MORE

Contact Center Management Virtual Agent Marketing 211

Mastering Customer Success Project Management: A Practitioner’s Guide

SmartKarrot

FEBRUARY 9, 2021

Customers need to be managed. For businesses to grow, it is important to evaluate how their customers are managed. Customer success managers look at customer needs and evaluate them to offer the products and services in the best manner. Managing the sales to CS transition. MORE

Management Accountability Upselling B2B 52

Effective Strategies for Managing a Contact Centre

Call Design

JUNE 29, 2020

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer. Below, we have 4 effective strategies for managing a contact centre. There is a fine line between a coaching and management relationship. MORE

Management Coaching Consulting Consulting 119

What Contact Center Supervisors Think of Performance Management

CX Global Media

OCTOBER 30, 2020

Performance management helps contact center supervisors assist their team to perform better. Here is what contact center supervisors view performance management. The post What Contact Center Supervisors Think of Performance Management appeared first on CX Global Media. MORE

Contact Center Management 156
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Quality management Coaching Accountability CRM Time management Sales Analytics Metrics Feedback Personalization More Related Topics >

Rebooting Your Workforce 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.

Management 151
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Management Virtual Agent Technology Contact Center 151

What Does Management Want From You?

Steve DiGioia

JANUARY 4, 2021

But what does management want from you? What Do Managers Want From Their Employees? Most managers want their team members to continue doing their job without incident, especially if the team works well. It creates safety, security, and peace of mind for the manager.

Management 168
More
Management Personalization Accountability Marketing 168
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Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

DECEMBER 28, 2020

Crisis Management call center change management Collaboration contact center COVID-19 leadership remote communication strategic planning technology selection virtual agents work from home workforce managementWe are finally at the end of a turbulent 2020.

Contact Center 211
More
Contact Center Management Virtual Agent Marketing 211

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

MORE

There’s Magic in Managing the Details

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. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. In other words, the employees are trained to have a “manage the details” mindset. From that point on, I started spotting and managing the details.

Management 202
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Management Coaching Customer Service Customer Experience 202

How to Leverage Quality Management to Transform the Customer Experience

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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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The Humble Manager – Tip #15

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.

Management 165
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Management 165

PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Management 73
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Management Surveys Feedback SaaS 73

InformaTech

InformaTech

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver

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.

Quality management 52
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Quality management Management Business Process Outsourcing outsourcing 52

Workforce Management Evolution

Contact Center Pipeline

OCTOBER 4, 2019

Workforce Management call center contact center WFM workforce managementNo matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […].

Management 116
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Management Contact Center Call Center 116

Management’s Ideas Are Always Better – Tip #10

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.

Management 199
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Management Benchmark 199

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

SEPTEMBER 22, 2020

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

Management 193
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Management Surveys Technology CRM 193

Why B2B Contact and Account Data Management Is Critical to Your ROI

Advertiser: ZoomInfo

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

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InformaTech

InformaTech

PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Management 73
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Management Surveys Feedback SaaS 73

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming.

Customer emotions 297
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Customer emotions Management Journey mapping Customer advocacy 297

Effective Strategies for Managing a Contact Centre

Call Design

JUNE 29, 2020

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer. Below, we have 4 effective strategies for managing a contact centre. There is a fine line between a coaching and management relationship.

Management 119
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Management Coaching Consulting Consulting 119

How to Manage Uncertainty

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.

Management 210
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Management Coaching Consulting Consulting 210

How To Manage Expectations

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.

Management 257
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Management Airlines Transportation Consulting 257

How ZoomInfo Enhances Your Database Management Strategy

Advertiser: ZoomInfo

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

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Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

DECEMBER 15, 2020

Remote Working affiliative leadership agile leadership call center communication contact center coaching goal-setting hybrid teams on-site agents performance management remote agents unified communications work from home work-at-home

Management 180
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Management Coaching Customer Experience Contact Center 180

Time Management in Project Management

CSM Magazine

OCTOBER 2, 2020

For teams, supervisors, and every other person, successful project time management is a crucial factor when it comes to the successful delivery of the task. However, with the help of effective management, we should see results that would have been impossible to achieve otherwise.

Time management 52
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Time management Management Personalization 52

How to Manage Company Politics

Beyond Philosophy

JULY 19, 2019

Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. Managing them is part and parcel of a career. You must be able to manage office politics for many reasons. When you can get on with management, you can get on with your promotions after all. Also, if you can’t manage company politics, you won’t make it at many organizations. The post How to Manage Company Politics appeared first on.

Management 218
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Management Entertainment Consulting Consulting 218

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

SEPTEMBER 23, 2020

Contact Center 151
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Contact Center Management 151

Need to More Effectively Manage Your Call Center?

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TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

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Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingYet, I had significant conflicts with some members of my team. Often, I felt […].

Personalization 196
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Personalization Contact Center Management Coaching 196

Important Trends in Workforce Management Technology

Contact Center Pipeline

JULY 28, 2020

Technology 158
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Technology Management 158

What Contact Center Supervisors Think of Performance Management

CX Global Media

OCTOBER 30, 2020

Performance management helps contact center supervisors assist their team to perform better. Here is what contact center supervisors view performance management. The post What Contact Center Supervisors Think of Performance Management appeared first on CX Global Media.

Contact Center 156
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Contact Center Management 156

Here’s Why Contact Center Managers are Essential for Influencing Customer Perception

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception??

Contact Center 107
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Contact Center Management Feedback Marketing 107

Customer Context at the Speed of the Conversation

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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

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Long-Term Cost Management

Contact Center Pipeline

JUNE 8, 2015

Managing expenses in a contact center is tricky business. Cost Management call center contact center cost managementWe have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience. Yes, there are opportunities to trim costs while also improving contact satisfaction—implementing better self-service options is a great example. […].

Management 144
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Management Self service Customer Experience Contact Center 144

Taking Field Service Management to the next level with AR

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. The post Taking Field Service Management to the next level with AR appeared first on TechSee.

Management 109
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Management Automotive Construction Accountability 109

The Essential Guide to SaaS Product Management

SmartKarrot

JANUARY 21, 2021

Managing these software solutions became important. The shift of many major companies to SaaS and cloud operations has made it important to manage them well. Managing this encompasses a wide range of responsibilities. What is SaaS Product Management? Team Management.

SaaS 52
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SaaS Management B2B Metrics 52

Customer Success Manager vs Account Manager: The Key Differences

SmartKarrot

OCTOBER 20, 2020

When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager. Customer success is one step ahead of Account management.

Accountability 52
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Accountability Management Upselling Engineering 52

Best Practices for a Marketing Database Cleanse

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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AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

APRIL 14, 2020

Knowledge Management AI artificial intelligence call center contact center knowledge automation knowledge solutionsWhen customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent. Or they might get a specific answer the first time around from the agent or self-service system. Such precision is the […].

Management 139
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Management Self service Contact Center Call Center 139

The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Managing emotions can feel overwhelming. A lot of the behavioral sciences can feel intimidating.

Customer emotions 195
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Customer emotions Management Journey mapping Consulting 195

Workforce Management in the Omnichannel Age

Contact Center Pipeline

MAY 3, 2017

Workforce Management call center contact center omnichannel WFM workforce managementThank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer. As such, ensuring that a sufficient pool of agents is available to competently handle incoming queries at any given time is key to mission success. […].

Management 164
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Management Contact Center Call Center 164

Mastering Customer Success Project Management: A Practitioner’s Guide

SmartKarrot

FEBRUARY 9, 2021

Customers need to be managed. For businesses to grow, it is important to evaluate how their customers are managed. Customer success managers look at customer needs and evaluate them to offer the products and services in the best manner. Managing the sales to CS transition.

Management 52
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Management Accountability Upselling B2B 52

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

Advertiser: ZoomInfo

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

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37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Excellent customer service managers can help their teams navigate challenging situations and resolve concerns for frustrated customers, as they’re often the first point of contact when a call is escalated. Jagoda Wieczorek is the HR Manager at ResumeLab.

Management 152
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Management Customer Service Best practices Education 152

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Anh Trinh is the Managing Editor of GeekWithLaptop.

Management 186
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Management Customer Experience Best practices Customer Service 186

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

JUNE 25, 2020

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts. Emotion management and positive memories are the way to do it. Customer Memories are a fascinating subject.

Management 257
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Management Entertainment Healthcare Government 257

Transforming CPG Inventory Management with Augmented Reality & Computer Vision

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. For day-to-day inventory management operations, it’s hard to control what you can’t see. How AI enables self-service in CPG inventory management.

Management 119
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Management Real estate Self service Analytics 119

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

More Customer Experience
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  • 2018 Customer Contact Central MVP Awards
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