Playvox

MARCH 7, 2024

On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.

Best practices 87

Best practices Surveys Consulting Consulting 87

The Petrova Experience

NOVEMBER 1, 2022

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader or what employees do in their day-to-day. Culture may work like magic, but it does not happen by magic.

Consulting 52

Consulting Consulting Surveys Government 52

Beyond Philosophy

JANUARY 4, 2024

There is not enough comprehensive organizational strategy to unlock the full potential of what AI can do. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. It’s that time of year for one of my favorite traditions, my end-of-year reflections.

Customer centricity 244

Customer centricity Morale Finance Education 244

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth.

Transportation 94

Transportation Surveys Technology Contact Center 94

Bill Quiseng

MARCH 15, 2022

Customers want the best value for their experience, not the best price for your service or product. Customers want the best value for their experience, not the best price for your service or product. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. Nobody raves about average.

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

CCNG

MARCH 1, 2022

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Showcase Skills Be someone’s crusader.

CCNG 195

CCNG Engineering Consulting Consulting 195

C3Centricity

FEBRUARY 13, 2024

The Value of Continuous Improvement Continuous improvement is not just a strategy; it’s a mindset that drives business growth and success. This section explores the significance of continuous improvement and how it serves as a catalyst for organizational excellence.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

CSM Magazine

FEBRUARY 15, 2023

Organizational culture is a set of values, beliefs, and behaviors that guide how employees interact with each other, customers, and the external environment. Dr. Geert Hofstede developed one of the most widely used models for describing organizational culture: the Hofstede model.

Management 52

Management 52

Playvox

FEBRUARY 13, 2024

Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Do they reveal truly exceptional performance?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

NOVEMBER 25, 2019

How To Build A Winning Customer Service Culture In Your Company by Krishna Charan. Freshdesk) While workplace culture is more organization and employee-oriented, service culture puts customers at the forefront of every business goal, organizational vision, and support outcome. Here are my top five picks from last week.

Customer Service 291

Customer Service Customer Experience Marketing 291

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. How is the engagement between leaders and staff, staff and customers?

Morale 164

Morale B2B Customer Experience Sales 164

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated.

Morale 52

Morale Customer centricity Upselling Feedback 52

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 126

Best practices Government Engineering Accountability 126

The Petrova Experience

AUGUST 30, 2022

When we look at how to build a customer-centric culture , we must look inside the organization first. It also requires a concerted effort on the part of leadership to define organizational culture, and to infuse that culture with purpose. And where they know their peers value their contributions. Communication.

Customer centricity 52

Customer centricity Transportation Employee engagement Government 52

Beyond Philosophy

JANUARY 10, 2018

Employees, though, are critical stakeholders in the delivery of experience value. So, it is vital for companies to learn where they are in creating enterprise-wide employee ambassadorship (commitment to the organization, the product/service value proposition, and the customers) and stakeholder-centricity.

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

DECEMBER 26, 2017

Employees, though, are critical stakeholders in the delivery of experience value. So, it is vital for companies to learn where they are in creating enterprise-wide employee ambassadorship (commitment to the organization, the product/service value proposition, and the CUSTOMERS) and stakeholder-centricity. Michael Lowenstein, Ph.D.,

Surveys 279

Surveys Enterprise Consulting Consulting 279

TechSee

JUNE 16, 2022

You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Customers expect better and faster pre and post purchase services. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

delighted

OCTOBER 17, 2023

This feedback then allows you to pinpoint problems, take data-driven action, and make a positive impact on company culture and employee happiness. These insights can inspire organizational improvements that increase engagement and boost productivity. In this post, we’ll cover: What is an employee survey?

Surveys 81

Surveys Employee engagement Feedback Management 81

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . These figures indicate that businesses that established customer success teams two years ago have been impressed with the value that they deliver. Leading the charge.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

CSM Magazine

JUNE 24, 2022

According to a study , corporate culture influences many aspects of a company’s executives. Your company may have different types of organizational culture. If you have been looking for information about organizational culture, you have come to the right place. What is Organizational Culture?

Employee engagement 52

Employee engagement Management Marketing 52

Beyond Philosophy

JUNE 22, 2017

Now, the employee filters their natural reaction through the usual expectations when a customer acts this way, which can include everything from societal norms to organizational culture. The employee decides how to respond with the values he or she used to filter and, which will instigate activation energy.

Consulting 404

Consulting Consulting Customer Experience 404

Beyond Philosophy

DECEMBER 10, 2021

Reichheld says what motivates employees is being a valued team member winning with its customers and making customers’ lives better. Reichheld’s book is an attempt to get users back on track. Doing so has business implications because when you do, people come back and bring their friends. . Those that try something else fail. .

Airlines 274

Airlines Metrics Accountability SaaS 274

The Northridge Group

JANUARY 26, 2023

Review and Revise Policies When effective training practices are paired with clear and well-designed organizational policies, insurance providers can enhance workplace culture and promote kindness. Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers.

Healthcare 122

Healthcare Coaching Contact Center Management 122

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. By Bob McCarthy. But the questions remained: What has really changed?

Banking 91

Banking Sales Coaching Management 91

Virtual Live Labs

FEBRUARY 6, 2022

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Showcase Skills. Be someone’s crusader.

Engineering 130

Engineering Analytics Personalization Management 130

AWS Machine Learning

NOVEMBER 22, 2023

In this post, we start with the introduction of the Operational Excellence pillar and design principles, and then deep dive into four focus areas: organizational culture, workload design, build and release optimization, and observability. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 87

Best practices Metrics Feedback Enterprise 87

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CSM Magazine

APRIL 13, 2023

Organizational Skills Organizational skills are essential for customer service personnel in debt collection. Organizational skills can help to streamline the debt collection process and improve efficiency. Effective debt collection is crucial to the success of any business that extends credit to its customers.

Customer Service 52

Customer Service Accountability Management Personalization 52

24-7 InTouch

OCTOBER 31, 2022

“Values create culture, which is the foundation for a company’s long-term success.” ” It’s critical for any organization to establish a set of common values or a mission statement for employees to feel connected to the business and to feel that what they do matters. What happens to culture as a business grows?

Service level 52

Service level Personalization Customer Experience 52

Toister Performance Solutions

AUGUST 25, 2022

Some feel the overarching organizational mission doesn't clearly address the team's role. There’s sometimes a bit of confusion between missions, visions, and values. It's hard for an entire organization to create a service culture if the CEO doesn't support it. Several of my clients have wrestled with this issue.

Accountability 81

Accountability Personalization Customer Service Management 81

ClearAction

OCTOBER 25, 2022

This led to substantial gains in trust, lifetime value, and ongoing growth. To maximize value to customers, employees, partners, and investors. To maximize value to customers, employees, partners, and investors. How is value maximized? What’s the point of customer experience management, ultimately?

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Anexa BPO

DECEMBER 9, 2022

High performance work systems (HPWSs) are management approaches that aim to optimize organizational performance by aligning business strategy, people management, and processes. By providing employees with opportunities to learn new skills and advance their careers, businesses can create a culture of continuous learning and improvement.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Employee engagement 52

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. This article explores different ways to deliver value-added content that enhances the customer experience. This article explores different ways to deliver value-added content that enhances the customer experience.

Customer Service 191

Customer Service Airlines Customer retention Marketing 191

Customer Service Life

APRIL 1, 2019

Reevaluating the way we measure the value of wellness to organizational culture and business priorities is dire. Safeguarding the wellbeing of your employees is a fundamental part of your organizational culture. This post was originally posted as a featured contributor on ICMI. Consistency.

Construction 144

Construction Morale Finance Contact Center 144

The Petrova Experience

DECEMBER 8, 2022

Conversely, in building sustainable customer experience programs, and an effective, purpose-driven organizational culture , you set yourself on the path to seamless, cross-functional processes and procedures, employee retention, and technology as a competitive advantage. Why does customer experience have this level of impact?

Customer Experience 105

Customer Experience Self service Airlines Technology 105