Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. KEY TAKEAWAYS.

Communication 93

Communication Technology Culture Employee Experience 93

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway? Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

BlueOcean

JANUARY 20, 2023

For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” Culture Describe your corporate culture including how it is differentiated from your competition. Who on your management team reviews client reports on a regular basis?

Contact Center 156

Contact Center Customer Care Culture Technology 156

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

BlueOcean

FEBRUARY 14, 2024

Dig into the results and data so you can clearly identify and articulate the impact and value of these managed services to your own internal stakeholders. The MSA and SOW need constructing to ensure the partnership is a win-win and everyone is clear on goals and measures, and governance. Assuming a cost-center mindset. It’s possible.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Daniel Group

MAY 25, 2023

Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s). Consider, for example, investing in a new inventory management system. Managing the ongoing process.

Government 52

Government 2023 Culture Touchpoint 52

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity Government 52

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government 2021 E-support Social Media 40

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Government 40

Government 2024 Leadership Healthcare 40

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management 2022 Transportation 69

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

Metrics 62

Metrics Management ROI Effort Score 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. That’s how you prioritize.). Reducing refunds.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. Field visit reduction Field service is common in industries such as utilities, manufacturing, and CSPs (communications service providers).

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Revise culture starting with the C-Suite. Nothing is static, thankfully.

Customer Experience 247

Customer Experience Culture Government Innovation 247

BlueOcean

MAY 5, 2023

How does your culture support agent retention? What does their internal communication look like? The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. How do they convey employee appreciation?

Customer Care 156

Customer Care Contact Center Government Culture 156

BlueOcean

AUGUST 6, 2020

For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Describe your corporate culture including how it is differentiated from your competition. Who on your management team reviews client reports on a regular basis?

Contact Center 156

Contact Center Customer Care 2020 Culture 156

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

Magellan Solutions

MAY 2, 2024

Outsourcing offshore requires careful consideration of data security, cultural differences, and regulatory compliance. Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles.

2030 52

2030 Call Center Culture 2011 52

COPC

DECEMBER 23, 2022

These values then become woven into every aspect of the organization and from all levels of management. . Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. . Ineffective communication is one of the biggest drivers of a lack of trust.

Engagement 89

Engagement Contact Center Culture Feedback 89

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. It gets easier with time, and there are plenty of great feedback management tools to help. That’s how customer experience becomes embedded in your company’s culture.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Develop a governance structure.

CEM 65

CEM Management Government Culture 65

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” These included getting C-level executive, customer-facing employee, and middle manager buy-in. Michael Lowenstein, Ph.D., when making decisions.

Culture 83

Culture 2002 Customer Centricity 2007 83

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Webinar Effort Score Contact Center 22

Russel Lolacher

MARCH 29, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Approval processes and micro-management. And sell it again. . How does this show up?

Social Media 98

Social Media Leadership Communication Culture 98

Experience Investigators by 360Connext

AUGUST 9, 2022

CX leaders must stand up and ask for more clarity, or create it themselves and communicate up and out throughout the organization if that’s what it takes. The entire culture benefits. That’s why Customer Experience Management is so critical. What is CX Management (CXM)? A CX Success Statement. , A strategy.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. clearly communicates goals to all employees and links individual goals to corporate goals.” Trahant, Public Manager).

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Russel Lolacher

JANUARY 5, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Approval processes and micro-management. And sell it again. . How does this show up?

Social Media 98

Social Media Leadership Culture Communication 98

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. That’s a bubble. How do they roll with change?

Culture 83

Culture Government Leadership Return on Investment 83

Customer Bliss

JANUARY 25, 2018

After 15 years leading digital and CX design for CitiBank, Tamar learned the importance of being customer obsessed, which includes: connecting dots for customers, servicing them properly, communicating in a consistent language internally and externally, and building relationships with the frontline and leadership. CX Click To Tweet.

Leadership 175

Leadership Culture Government Customers 175

Amity

NOVEMBER 14, 2016

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success. Product Management.

Customer Success 95

Customer Success Management Culture Communication 95

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success. Product Management.

Customer Success 77

Customer Success Management Culture Communication 77

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Russel Lolacher

AUGUST 1, 2022

Best employee experience… The most standout memory would be from when I was first starting my sort of management career. And I had I had a manager that I was going to and asking, asking for advice, can I do this? And I say that because I did some, you know, early stuff, but what as I was, I was starting to move up. Can I do that?

Government 98

Government Culture Definition Employee Experience 98

Magellan Solutions

JUNE 14, 2023

You should track the BPO company’s record, technological capabilities, and cultural fit to ensure they align with your innovation goals and can effectively support your initiatives. Managing Risk and Security Prioritize risk management and data security when engaging with a BPO.

Innovation 52

Innovation Transportation Telecommunications Culture 52

Up Your Service

MARCH 17, 2020

Government restrictions and actions shift daily. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. The 7 Rules of Service Leadership is a guide for leaders driving service culture change.

Airlines 83

Airlines Social Media Leadership Government 83