ShepHyken

DECEMBER 6, 2022

When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company. The company’s leadership needs to be aligned with its customer experience goals. Without customers, there is no company. What is legal? .

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

CCNG

SEPTEMBER 6, 2023

The challenge here is many jobs aren’t ever posted by companies, even on their own websites. This is especially true for higher level leadership positions (Director and up). We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

CCNG

FEBRUARY 7, 2024

Leadership fatigue and burnout is Real. In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded. In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded. More on this in Part 2.)

Management 195

Management Marketing Technology 195

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. We wrapped up our discussion by talking about "What is your company's 'why'?".

CCNG 195

CCNG Surveys Personalization Management 195

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago. So, what is EQ?

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. Heskett, Earl Sasser, Jr.,

Management 195

Management Personalization Customer Experience Consulting 195

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. LOYALTY Customer loyalty to your company starts with company loyalty to your people. Be GREAT out there!

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CCNG

JANUARY 10, 2024

How does a company protect itself from litigation if agents have provided consumers with different information based on the day and time they called, emailed, or chatted with the company? If the information is constantly changing, a company must have an audit trail. Will they each get the same correct answer? Has an audit trail.

Technology 195

Technology CCNG Coaching Contact Center 195

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service. The company has chosen to purposely deliver lousy customer service.

Customer Service 263

Customer Service Education Customer Experience Personalization 263

Beyond Philosophy

SEPTEMBER 4, 2021

If you are like most companies, you probably think that you put the customer at the center of everything you do. There are some critical things that the most customer centric companies do differently than the average company. Two of the most significant are People and Culture and Leadership. But do you?

Customer centricity 221

Customer centricity Consulting Consulting Surveys 221

ShepHyken

JANUARY 28, 2020

They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. It begins with companies truly caring about their people. Quotes: “Our fundamental responsibility as leaders is to give people a circle of safety.”. Management is the manipulation of others for the company’s success.

Employee engagement 347

Employee engagement Management Customer Service 347

ShepHyken

APRIL 10, 2019

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He began to lose respect for his leadership.

Customer Service 301

Customer Service Personalization Customer Experience 301

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

CCNG

JUNE 28, 2023

But for the most part, our experiences and most importantly, our memory of those experiences, benefit from effortless, frictionless, easy interactions, that don't require a human in the loop - an interaction path that gives a feeling of control, self-determination and emotional connection.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

Outsource Consultants

MARCH 27, 2024

As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions. Studies even show that companies with strong female leadership have higher employee engagement and retention. Strong Leadership and Growth Potential Women-owned businesses are experiencing tremendous growth.

Call Center 67

Call Center Government outsourcing call center workforce 67

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. We ensure our employees do fulfilling work, provide great growth opportunities, and build a community.” But that doesn’t get the job done entirely.

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

24-7 InTouch

NOVEMBER 2, 2023

Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. Mitul and Shane are proven leaders who have been instrumental in our growth and success, and I am excited for their new roles and for what’s next in our company’s evolution as a disruptive market leader.”

Real estate 111

Real estate Finance Contact Center Technology 111

Call Center Weekly

JULY 24, 2017

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. Agents need to be built up by the leadership team. When the front line has confidence in the leadership team, they will be more open to coaching, modifying their behaviors, and they’ll adapt to change easier.

Contact Center 273

Contact Center Morale B2C Coaching 273

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

Playvox

MARCH 7, 2024

It also notes that proactively working on leadership and communication styles, strengthening hybrid and flexible work modalities, and delving into creating professional career plans, enables a clear and actionable path to climb the corporate ladder, encouraging the creation of more vacancies where women can grow professionally.

Best practices 87

Best practices Surveys Consulting Consulting 87

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. Shep Hyken interviews Claire Sporton.

Big data 290

Big data SaaS Employee engagement Customer Experience 290

TeamSupport

NOVEMBER 15, 2023

To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand. These new roles may require 5% to 15% of total support staff.

Best practices 105

Best practices Customer Support Engineering Analytics 105

Totango

FEBRUARY 23, 2024

The first months in a leadership position are critical to setting the tone for your future with the organization. This is a subject that Totango’s Chief Marketing Officer (CMO) Karen Budell is well-versed in since she stepped into this role with the company. It’s so easy for us leaders to focus on our team. years on average.

Marketing 97

Marketing Enterprise Sales 97

Momentum Telecom

AUGUST 22, 2023

Today, Momentum and Asset Black unite, merging our strengths and teams into a powerful force for innovation and success,” said Todd Zittrouer, CEO at Momentum. This strategic acquisition opens the combined companies to remarkable opportunities and reinforces our commitment to growth.” -based managed network provider.

Customer centricity 98

Customer centricity Sales Management 98

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See here for more information on how to do this.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Momentum Telecom

OCTOBER 10, 2023

By integrating G12 Communications’ expertise in voice-enabled Microsoft Teams and Operator Connect solutions into Momentum’s portfolio, the company is poised to offer an unparalleled suite of services to customers. “We All business is human—and when custom technology empowers human ingenuity, people and companies thrive.

Technology 98

Technology Management Marketing 98

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan takes on the role four years after joining the company following the acquisition of Team Vision, where he served as General Manager. ” Ioan MacRae, Chief Revenue Officer at Sabio, added: “Gabriel brings a wealth of leadership experience and a passion for customer success. .”

Management 52

Management Consulting Consulting Marketing 52

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. Leadership Continuity, in this case, is not another form of succession planning.

Government 153

Government Contact Center Education Consulting 153

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Enterprise 62

Enterprise Management Customer Experience Marketing 62

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders. So what metrics are customer success teams tracking as we move into 2024?

Metrics 52

Metrics Finance Surveys Marketing 52

Education Services Group

FEBRUARY 26, 2023

We are energetic about our work. Often, our counterparts in other departments, like Marketing, Sales, and Product, don’t have a clear idea of what Customer Success actually is, or worse, they do have an idea but it’s wrong. Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers.

Education 97

Education Sales Management Marketing 97

24-7 InTouch

MARCH 8, 2023

Our Director of Inclusion, Sustainability, and Community, Darlene Hunter, offers invaluable insight into the importance of diversity, equity, and inclusion (DEI) in the workplace. Women are underrepresented in key leadership roles within organizations. Q: What are the major challenges companies face when starting a DEI initiative?

Metrics 98

Metrics Personalization 98