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. While it may not seem astounding, companies often struggle with call center turnover and see the figure reach as high as 90% (or greater). What is Call Center Turnover, Anyway?

Call Center 52

Call Center Customer Service Training Feedback Customer Service 52

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

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

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Contact Center Hospitality Culture 52

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 fell to me to change the culture.

Call Center 89

Call Center Leadership Culture Consulting 89

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

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

InMoment XI

FEBRUARY 1, 2023

Every organization, leadership dynamic, employee culture, and business is different. Tying CX to the true cultural and power core of the company, though it brings some of the bias mentioned above, aligns it better with the core of the company.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

Myra Golden

APRIL 10, 2017

George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. Months later I could see George beginning to blossom in the areas of leadership, public speaking and championing ideas. I held monthly staff meetings with my call center. (I He was beaming with excitement.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Up Your Service

DECEMBER 21, 2016

Leaders often make mistakes when building a service culture throughout an organization. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. Training and education are vital to developing a superior service culture. It’s not an easy task.

Culture 90

Culture Leadership Call Center Measurement 90

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI 2023 Events Insurance 260

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

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. Encouraging cultural awareness and open lines of communication across teams can help bridge gaps and facilitate a smoother working dynamic.

Culture 105

Culture E-support E Commerce Communication 105

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.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

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

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 43

Leadership Culture Engagement Contact Center 43

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. Customercentric culture is all about being proactive. Blog Culture Customer Experience Featured employee engagement leadership linkedin' They instill the values that matter, not just the process.

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? How do you approach customer happiness in your company?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

JUNE 3, 2015

One call center rep had taken it upon herself to record the questions from customers requiring the same instructions again and again. Many of these questions weren’t available as choices in their system, so she recorded things in her notebook, created the best instructions she could, and brought it to the call center manager.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

Experience Investigators by 360Connext

NOVEMBER 26, 2019

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. Employees get burned out on constant complaints or commands from leadership. Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

ShepHyken

JUNE 17, 2019

3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. ServiceDock) This post is intended to help leaders in such businesses to more effectively improve the customer experience culture in their stores and restaurants. It also takes a CX-focused culture. It’s about the people. It’s about the people.

Article 109

Article 2019 Customer Service Call Center 109

Brad Cleveland Blog

APRIL 18, 2019

The post Culture as a Leadership Responsibility appeared first on Brad Cleveland.

Leadership 26

Leadership Culture Contact Center Call Center 26

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

Up Your Service

FEBRUARY 14, 2017

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. What is driving this as strategy? Employee engagement.

Culture 55

Culture CEM Social Media Loyalty 55

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Did better customer onboarding materials lead to reduced call center costs ? Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. How did we earn this criticism?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. At the time, I had just taken over a call center in my corporate role at British Telecom. Usually, not much.

Leadership 78

Leadership Call Center Loyalty Books 78

Magellan Solutions

MARCH 26, 2024

They also imply such features as the geographic location of the BPO, its cultural compatibility, and the security of the contractual relationship. Cultural Compatibility Shared Values and Communication Styles: The BPO’s corporate culture and communication style are expected to align with your business’s values and style.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 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. Organizations are made up of people with … Continue reading → The post Principle #7: Skills, Knowledge and Leadership Make the Difference appeared first on Brad Cleveland.

Leadership 26

Leadership Culture Contact Center Call Center 26

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

Experience Investigators by 360Connext

DECEMBER 17, 2019

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. 1: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Is leadership bias an issue for you?

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

Culture 41

Culture Customer Service Leadership Insights 41

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 26

Customer Focused Culture Customers Contact Center 26

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. Competency 2: Align Around Experience.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135