Beyond Philosophy

FEBRUARY 14, 2020

Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. However, it also gave them direct access to us. Messina, who has a career in tech and tech platforms, recently co-founded and launched a conversational Artificial Intelligence (AI) company called Molly.

Technology 488

Technology Consulting Consulting Accountability 488

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. I am sharing the five rules for dealing with company politics that I learned over my career. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Second, people naturally gravitate toward what they enjoy doing and what they are passionate about. Why are companies so stuck on maintaining the same organizational structure?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

APRIL 20, 2023

So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Therefore, you must learn about the company culture and product before joining a company. All of these activities will presumably reveal whether the company is a match for your next steps.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

CCNG

SEPTEMBER 14, 2022

I was sharing how I started as an agent, moved into leadership within centers and then I transitioned to the technology side becoming an executive in software companies that served the industry. I have met so many people over the 25 plus years in the space who like me, came up from the agent or supervisor level to make a spectacular career.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

MAY 11, 2022

We fail to acknowledge that applicants come to us from all walks of life, each with their own unique story. People applying for call center agent jobs in the U.S. Using a database of 30 million profiles, Zippia, a career research firm, estimated there are over 417,188 call center agents currently employed in the U.S.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Beyond Philosophy

FEBRUARY 25, 2023

When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Moment that rivals some of the most significant in his career. 12:39 We share an example of a company that takes their service and elevates it with the theatrical to create a time well spent evaluation.

Surveys 221

Surveys Customer Experience 221

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Doing so has business implications because when you do, people come back and bring their friends. . Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. It doesn’t enhance your career as an employee to avoid having a view. They haven’t.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

JULY 19, 2019

When I worked in the corporate world, people often asked me what I did all day. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. Company politics are ubiquitous and influential. Managing them is part and parcel of a career.

Management 268

Management Entertainment Consulting Consulting 268

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. One of my leadership and career philosophies is “None of us are as clever as all of us.” By understanding other people’s views, you can improve your thinking. .

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

JUNE 20, 2016

Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. Company Politics .

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

NOVEMBER 14, 2020

There are a few things from this discussion everyone should remember in today’s business environment, which include: Each of us has failed at some point during our career in one way or another. Carbone said his mistake was not being clear enough with people what the real meaning of Customer Experience is. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

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. Contact us today.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We believe it will fix everything for us. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

Fonolo

JANUARY 19, 2023

This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. The cost of losing an employee is much higher than most people realize. Mid and senior-level employees cost companies between 150% – 400% of their salary to replace. The numbers are sobering. Why Does Call Center Retention Matter?

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. Where did you start your career? Not much differentiates us as individuals. What is your book about?

Customer Experience 318

Customer Experience Wireless Airlines Education 318

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Seven Habits of Highly Effective People by Stephen R. Who Moved My Cheese? by Dr. Spencer Johnson.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

FEBRUARY 12, 2022

Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. The US Bureau of Labor and Statistics estimates that 20 percent of new small businesses don’t survive the year. Join us in celebrating our 20th anniversary over the next month.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

CX Accelerator

JANUARY 11, 2021

Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". You just need to lead your people with humanity. An innovative mindset.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

APRIL 10, 2021

I was neck deep in company politics there, too. It seemed there was a void regarding managing company politics. In this episode, we share our 5 Rules for successfully managing your company politics that should work no matter where you are and whatever organizational climate you face. Don’t be naïve. Focus on the customer.

Management 195

Management Consulting Consulting Customer Experience 195

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization.

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

FEBRUARY 17, 2022

My company had a significant birthday this year. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. If you haven’t, the Great Resignation is a side effect of the pandemic that has people reassessing their lives. rating on Apple Podcasts.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

FEBRUARY 1, 2021

I was sitting at home and watching the results of the closely contested US election unfold on CNN when I kept seeing a Hyundai commercial focused on sustainability. Through COVID-19, the triple bottom line of people, profit, and the planet has become more important than ever. . The basis for many customer decisions has shifted.

Marketing 369

Marketing Consulting Consulting Construction 369

Beyond Philosophy

DECEMBER 5, 2022

When times are good, companies can get away with complacency. The companies that are healthy survive, and the weak ones don’t. People, sports teams, politicians, everything goes through transition. Most organizations don’t call us when things are good, and they have talent and resources at their disposal.

Banking 195

Banking Best practices Consulting Consulting 195

Outsource Consultants

OCTOBER 25, 2023

South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. However, US companies over the last few years are seeing the strong potential of outsourcing to South Africa.

outsourcing 67

outsourcing Government Education Call Center 67

Integrity Solutions

OCTOBER 23, 2023

Many people find themselves taking a sales role almost as a layover en route to their “real” career. Your belief in the products or services and mission of the company is pivotal to your sales success. What’s more, “You’re the face of the company when talking to the prospect,” she says.

Sales 114

Sales Coaching Education Feedback 114

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

Nicereply

APRIL 18, 2022

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. Desiree, Why is bringing new people starting in Support so exciting?

Coaching 98

Coaching Personalization Feedback Management 98

Beyond Philosophy

JUNE 18, 2022

Here are a few key moments in the discussion: 03:09 Killip explain a little background about Attest and how she came to her position there after a long career in law before joining the team. Please tell us how we are doing! Do them little and often rather than large-scale. Complete this short survey.

Consulting 221

Consulting Consulting Surveys Metrics 221

Outsource Consultants

FEBRUARY 26, 2024

Although we remain “Switzerland” throughout your search process, we are still here to help you ask the right questions along your call center search journey to protect you and your company.” This unique understanding and database are what set us apart in the marketplace.” ’ I light up. I thrive on those chats.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Beyond Philosophy

MARCH 30, 2023

Electrolux had a one-time marketing slogan in the US with a tagline of, “Nothing Sucks like an Electrolux.” People—and languages—are different and knowing who your customer is and what they want absolutely vital. However, it’s the same trait we admonish when the company fails, which is more often the outcome.

Feedback 195

Feedback Marketing Consulting Consulting 195

CX Accelerator

JUNE 27, 2019

While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization. I often come back to the saying, “supported people support others” and we have built a culture at Rustici that does just that.

Accountability 243

Accountability Customer Support Surveys Personalization 243

ShepHyken

NOVEMBER 9, 2023

A great leader doesn’t just boss people around – they guide their team and offer crucial support. By showing support for your team members and trust in them, you can cultivate a happy and well-balanced team. It’s a continual process of learning and growth that happens throughout a person’s career.

Customer Service 137

Customer Service Management Feedback Chatbots 137

Myra Golden Media

DECEMBER 15, 2017

What followed was an enlightening conversation between the four of us, and as we were getting up, the ladies said my remarks would help them make the best choices for their respective vacation benefits. Vacation time or paid time off is a benefit that’s been the norm for so long that some of us take it for granted. But we shouldn’t.

Banking 299

Banking Accountability Personalization Customer Service 299

CX Accelerator

JANUARY 11, 2021

Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". You just need to lead your people with humanity. An innovative mindset.

Customer centricity 182

Customer centricity Banking Education Contact Center 182