ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. And while the prospects were busy taking the test, Jim would walk back from his car, open the front door, and enter their home. Only people you trust. Only somebody you trust, right?

Airlines 288

Airlines Sales Employee engagement Customer Experience 288

Anexa BPO

NOVEMBER 28, 2023

The Importance of People Development In a world of very open employer ratings, building a reputation as a company with a people development culture is critical to attracting talent from an increasingly shallow pool. This drives engagement and personalizes learning pathways that open internal opportunities.

Coaching 52

Coaching Enterprise Analytics Technology 52

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. LOYALTY Customer loyalty to your company starts with company loyalty to your people. Everyone will be enriched, your people, your customers, and you and your business, will be enriched, emotionally and financially.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

CX Accelerator

JUNE 27, 2019

While it might sound odd to ask the customer support person to take on a typically HR related role, we see these going hand in hand. I often come back to the saying, “supported people support others” and we have built a culture at Rustici that does just that. We help as many people as we can, even if they aren’t clients.

Accountability 243

Accountability Customer Support Surveys Personalization 243

Beyond Philosophy

JANUARY 5, 2023

At the time, I had just taken over a call center in my corporate role at British Telecom. I had noticed that the call center culture had a lot of constraints, and my team was comfortable hanging out with them—like the rabbits were in the hutch. This experience was eye-opening for me and the basis for this first rule.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

ShepHyken

SEPTEMBER 24, 2019

They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz: Customer understanding is a cornerstone of a customer-centric culture. At the end of the day, your business focus should really be on the people that drive your business—both customers and employees alike.

Customer centricity 269

Customer centricity Coaching Employee engagement Customer Experience 269

Beyond Philosophy

JUNE 27, 2016

But according to recent research into the online dating world, there’s a simple secret to attracting people online. It seems that when people have outstretched arms and other expanded postures in online photos, they’re perceived as more attractive. But for most companies, an open posture seems a better and more welcoming signal.

Customer centricity 282

Customer centricity Consulting Consulting Personalization 282

Beyond Philosophy

OCTOBER 15, 2020

Per Carbone, people are aware of the impact of unconscious thought. Carbone says he would rather know how people think about something versus what they think. Carbone did some work with hotels over the years and learned that people thought of the hotel room as a “safe container.”

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

Toister Performance Solutions

MARCH 30, 2023

You want to build a service culture. Contents: What is service culture training? When is the best time for service culture training? Conclusion What is service culture training? Service Culture: a culture where employees act in service to customers. Naturally, you think of training.

Construction 87

Construction Best practices Personalization Customer Service 87

Integrity Solutions

SEPTEMBER 2, 2022

More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions. Like most things that affect your workforce, leadership (and their ability to develop strong, genuine relationships with their teams) plays a crucial role.

Management 119

Management Coaching Employee engagement Surveys 119

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. Creating a customer-centric culture.

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

CSM Magazine

JANUARY 19, 2024

A strong foundation in business administration equips individuals with the necessary skills to navigate the complex world of business, making strategic decisions, managing people effectively, and maneuvering through the financial landscape. Effective People Management Effective people management is a core business administration skill.

Finance 59

Finance Technology Engineering Management 59

Beyond Philosophy

MARCH 30, 2023

This lack of understanding can occur domestically or globally, in different age groups or different cultures. People—and languages—are different and knowing who your customer is and what they want absolutely vital. I read an article, “ 15 Famous Brands Who Failed to Innovate ,” and what I noticed is that hubris plays a role here, too.

Feedback 195

Feedback Marketing Consulting Consulting 195

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Nicereply

JUNE 20, 2023

Hiring is important for every role at a company. Kristina McDougall , Founder of Artemis Canada , has been working in recruiting for over 20 years and has watched CX develop as a function with many roles. Like many other roles, you have to unpack a lot before you really know what a company means when they say CX.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

CSM Magazine

MARCH 28, 2024

Forty-three percent of contact center staff are unhappy in their roles , and 35 percent are considering leaving their jobs in the next 12 months. Open Communication Channels Create a culture of openness. In the heart of every contact center, it’s the people who make all the difference.

Contact Center 52

Contact Center Morale Call Center Feedback 52

CSM Magazine

APRIL 7, 2023

And what role do employers play in cultivating an inclusive workplace? Creating an inclusive environment requires more than just having a diverse workforce; it also requires fostering a culture of acceptance and respect. What role do employers play in cultivating an inclusive workplace? But what exactly does that mean?

Advertising 52

Advertising Customer Service 52

ChurnZero

APRIL 1, 2022

Like many people with leadership aspirations, Sharon saw the vice president title as her dream designation: “I knew that a VP role would be harder to attain because there are fewer of them within a company structure.”. What about those people who said they were proud of you? This happens to other people too! Wait…what???

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Expivia

JULY 19, 2023

They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. Defining Contact Center Culture Before we could start shaping our center’s culture, we had to define what we valued most.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

24-7 InTouch

JANUARY 23, 2024

The Importance of Well-Being Programs It’s not enough to have standalone well-being programs – they must be interwoven into the fabric of the brand’s culture. EQ For Success Building a culture where collaboration, cooperation, and care are recognized as essential elements of success is critical for high growth brands.

Metrics 52

Metrics Surveys Technology Personalization 52

24-7 InTouch

FEBRUARY 28, 2023

“We need to teach people that it’s ok to show care for one another at work.” How can high-growth companies integrate this value into their company culture successfully? shares his perspective on how companies can foster a culture of well-being while maintaining growth. Our SVP of Well-Being and Resilience, Chris Harrison, Ph.D.,

Technology 52

Technology Personalization 52

ChurnZero

JANUARY 18, 2023

Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and what makes them stay. Here are the top five things Customer Success professionals want in their next role. A culture of recognition. Remote-work flexibility.

Consulting 98

Consulting Consulting SaaS Feedback 98

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry.

Customer centricity 98

Customer centricity Marketing Technology Personalization 98

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. Discuss the Roles & Responsibilities. Discuss the Work-Culture & What Candidates Can Expect. Describe Job Role Expectations. Customer Service Manager.

Customer Service 166

Customer Service Engineering Customer Support Management 166

Integrity Solutions

FEBRUARY 27, 2023

They use this position and influence to challenge the status quo, galvanize their team, act as role models for change, and demand results. But historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. People make time for the things they want to do.

Coaching 62

Coaching Sales Management Employee engagement 62

Integrity Solutions

JUNE 13, 2023

Manager behavior is a large driver of people leaving — or staying at — companies. According to research in MIT’s Sloan Management Review , toxic work culture is the biggest factor that leads to people quitting. Why does a coaching culture matter?

Coaching 86

Coaching Employee engagement Sales Management 86

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. It can open up new opportunities, additional sales and long-term customer relationships. It requires openness and security.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

CSM Magazine

MARCH 8, 2024

Moments earlier, Steve Jobs, the late, great former Apple boss, re-enforced the event’s theme through his opening monologue, claiming ‘the people who are crazy enough to think they can change the world are the ones that do.” ” And yes, you did read those opening paragraphs correctly!

Finance 52

Finance Banking Technology Engineering 52

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Instead, hire the right people, train them well, and then trust your employees to make the best decision for each situation.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. This notion sets up a unique ability to introduce eager and engaged people from a variety of backgrounds to frameworks that help build out their future career. She is excited to help bring people into tech and views support as the door to do it. So much opportunity.

Coaching 98

Coaching Personalization Feedback Management 98

Call Center Weekly

APRIL 15, 2019

TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. Source: Schindler Elevator Corp INTERVIEW SUMMARY: Q: EXPLAIN WHAT YOU DO IN YOUR ROLE.

Customer Experience 127

Customer Experience Employee engagement B2C Education 127

Customer Service Life

MAY 16, 2022

The truth is that she tries to escape almost every night and doesn’t require much of an opening to do so. In my current role, I occasionally interact with customers, learning about some of our internal processes. One particular process requires that I first open the customer’s account.

Feedback 122

Feedback Engineering Customer Experience Accountability 122

BlueOcean

APRIL 20, 2023

The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business. I realized I could use my experience training high-level executive leaders to train entry-level people. I’m so glad you brought up Lucas because I wanted to talk to you about the culture at ONQ.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

CSM Magazine

NOVEMBER 15, 2022

Great company culture can be hard to define, but you know it when you feel it. There’s a certain atmosphere at companies with great cultures – a feeling that anything is possible. A new company culture survey has shed some light on the state of company culture in the UK and the results are quite interesting.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52