Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule.

Leadership 122

Leadership Customer Experience Call Center 2015 122

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Call center turnover occurs for several different reasons.

Call Center 52

Call Center Customer Service Training Feedback Customer Service 52

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the best thing we heard from customers?

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. I had taken over a call center team at the time. The hutch represented all the constraints built up in the call center culture. It reminds me of rabbits.

Call Center 88

Call Center Leadership Culture Consulting 88

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s more than a project.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. What Is the Purpose Behind the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game. Think of it like building a house.

ROI 260

ROI 2023 Events Insurance 260

Joe Rawlinson

JANUARY 19, 2017

Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leadership Guidance is Key.

Customer Centricity 107

Customer Centricity Culture Leadership Call Center 107

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Magellan Solutions

JULY 5, 2021

Let’s take a look at the best and worst Philippines Call Center Companies this 2021. There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises. So, here are some of the other factors that SME owners should look for in a call center company. .

Call Center 40

Call Center 2021 E-support 2012 40

Myra Golden

APRIL 10, 2017

At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. He had so many creative ideas for how to help our company build and strengthen customer relationships. I held monthly staff meetings with my call center. (I

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Do this more often!

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Antoinette focused on creating a culture shift to that of person-centeredness. Invite Your Customers to be Part of the Process.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. Customers) Subscribers, employees, partners, contractors, vendors, and the community. Aspirational goal) Make customer experience our best product. Doing so propels the culture to manifest itself.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

Experience Investigators by 360Connext

JUNE 3, 2015

Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. One call center rep had taken it upon herself to record the questions from customers requiring the same instructions again and again. Listening and responding beyond the data.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

Magellan Solutions

MARCH 13, 2024

However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. A prime example is how they approached customer support. This article has you covered! What Is the Difference Between Offshoring and Outsourcing?

Culture 105

Culture E-support E Commerce Communication 105

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. It’s about the people.

Article 108

Article 2019 Customer Service Call Center 108

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 45

Leadership Engagement Contact Center Call Center 45

Quadient

JANUARY 21, 2022

Four steps for improving insurance policyholder customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. This ‘connection’ customers feel increases loyalty and keep them coming back to a trusted relationship. . Experience.

Insurance 52

Insurance Customer Experience Customer Journey Mapping Touchpoint 52

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. What’s the real secret to improving performance? Organizations are made up of people with myriad personalities, backgrounds and skills.

Leadership 42

Leadership Culture Engagement Contact Center 42

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 54

Customer Focused Culture Customers Contact Center 54

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 9: 5 Ways Successful Teams Close the Customer Experience Gap. And mean it.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can.

Customer Experience 136

Customer Experience Poor Customer Service Call Center Customer Satisfaction 136

Magellan Solutions

MARCH 26, 2024

Delivers a comprehensive range of customer experience services with a strong focus on digital transformation and omnichannel support. Telus International Location: Global Presence Specialties: Digital Solutions, IT, Customer Experience Why for SMEs?: Sitel Philippines Inc.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

Up Your Service

APRIL 1, 2018

Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization. These Six Disruptors are colliding and crashing into the world simultaneously, and they are affecting everyone: companies, customers, industries, countries, and individual service providers.

Customer Experience 80

Customer Experience Culture Customer Expectations Workshop 80

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. As these cornerstones of a business transform themselves, the company’s culture may follow suit.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Customer Bliss

JANUARY 28, 2016

The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Up Your Service

APRIL 1, 2018

Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization. These Six Disruptors are colliding and crashing into the world simultaneously, and they are affecting everyone: companies, customers, industries, countries, and individual service providers.

Customer Experience 69

Customer Experience Culture Customer Expectations Workshop 69

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 26

Leadership Engagement Contact Center Call Center 26

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 55

Employee Experience Customer Experience Customer Centricity Culture 55

TechSee

SEPTEMBER 20, 2018

A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104