Customer Strategy and Management Podcasts

Brad Cleveland

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.”

Why People Leave Managers

CX Journey

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.

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Measure to manage customer experience

eGain

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

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

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

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

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

“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

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

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

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

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

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

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

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

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

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

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

… 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

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

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

” 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

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

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

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

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

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

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

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

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

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

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

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

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.

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The Key to Performance Management Success

inContact

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

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

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

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

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

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.