Rebooting Your Workforce Management Strategy

Contact Center Pipeline

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.

There’s Magic in Managing the Details


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.

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The Humble Manager – Tip #15

Steve DiGioia

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.

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


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.

How to Leverage Quality Management to Transform the Customer Experience

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.

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

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.

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

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.

Taking Field Service Management to the next level with AR


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.

Effective Strategies for Managing a Contact Centre

Call Design

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.

Time Management in Project Management

CSM Magazine

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.

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

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.

How to Manage Uncertainty

Beyond Philosophy

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.

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

How To Manage Expectations

Beyond Philosophy

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.

Important Trends in Workforce Management Technology

Contact Center Pipeline

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. While organizations often launch communities with one or two key leaders and project managers, this approach rarely scales past the first few months. In a best-case scenario, it can create overwhelm for teams that scramble to keep up with relationship-nurturing, measuring their value, and creating valuable content. In a worst-case scenario, it leaves teams stretched thin and unable to create a thriving community. Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

How to Manage Company Politics

Beyond Philosophy

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.

Customer Success Manager vs Account Manager: The Key Differences


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.

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

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 […].

Long-Term Cost Management

Contact Center Pipeline

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. […].

Best Practices for a Marketing Database Cleanse

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.

AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

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 […].

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


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.

Voice for Pest Performance Management

CallSource Insights

The post Voice for Pest Performance Management appeared first on CallSource. Uncategorized Announcements Performance Management Announcements & Events home services PestOpen/Download PDF.

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


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.

Need to More Effectively Manage Your Call Center?

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

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Nonetheless, academic writing is a very useful skill that you must acquire as a manager. As a manager, you have to understand the importance of written communication. Why do managers need academic writing skills?

Workforce Management in the Omnichannel Age

Contact Center Pipeline

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. […].

Roles and Responsibilities of a Renewal Manager in B2B SaaS


Of the many key contributors in a customer success team, one that strikes a balance is the renewal manager. Renewal Managers are basically the key point of reference for customers and cultivate the best of processes around renewals. Skills required for a Renewal Manager.

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Bob Kobek Vlog 4 – Data Management


The post Bob Kobek Vlog 4 – Data Management appeared first on CustomerCount. Insights Customer Feedback customer feedback management data management

Customer Context at the Speed of the Conversation

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.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents


Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. Internal chat systems for employees are a must, as are management monitoring tools to keep track of agent performance. For more information on transitioning from centralized contact centers to a work-from-home workforce, download our whitepaper, Contact Center Practices and Guidelines for Managing Through COVID-19.

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


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.

Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service


They understand that they’re often going to have to play a more active role in the resolution process, and they expect their property managers to provide ‘ contactless service ’ that’s aligned with their safety expectations.

Guest Blog: How to Manage Customer Emotions


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. And where you can always be clear is in managing customers’ expectations, which you do well before they even come to you. The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken.

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

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.

Customer Feedback Management & Data Types 2


The second article in our miniseries based on the work of Anita Toth looks at customer feedback management and data types in particular medium and deep data collection techniques. The post Customer Feedback Management & Data Types 2 appeared first on CustomerCount.

CustomerCount offers reputation management webinar


Customer Feedback Management Platform CustomerCount® platform has partnered with Keatext and EVC Marketing for a 30-minute reputation management webinar on Tuesday, June 16 at 11:00 EST | 16:00 BST. The post CustomerCount offers reputation management webinar appeared first on CustomerCount. Press Releases Keatext text analytics reputation management reputation marketing webinar

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

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.

Empowering remote support heroes with knowledge management


This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Leverage quality management Quality audits and feedback management gets tricky while agents are working from home.

How ZoomInfo Enhances Your Database Management Strategy

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.