Playvox

MARCH 12, 2024

You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

One Millimeter Mindset

DECEMBER 7, 2022

Consider that these baseline requirements form the structural underpinning of a career well-planned. Consequently, your career feels less accidental than intentional. Plus, you create a participatory career where you are an active player instead of a spectator. Contact me here to get started.

Consulting 119

Consulting Innovation Leadership Presentation 119

CSM Magazine

JANUARY 8, 2024

Businesses in this sector, like car dealerships and grocery stores, offer varied career opportunities. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

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? It’s the same with companies. Companies today need to work harder.

Customer Experience 318

Customer Experience Contact Center Books Wireless 318

Playvox

MARCH 21, 2024

In the case of social media, there are many well-documented and viral examples of an agent providing poor customer service that then leads to a domino effect for the company’s brand. With something like this in place, you can give out badges that relate to company goals in a public forum.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

ShepHyken

MARCH 5, 2024

They both have successful careers. This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it. The concert examples are not unlike two companies competing for a customer’s business. Both are talented beyond words.

Entertainment 80

Entertainment Workshop Customer Service Training Connections 80

Michel Falcon Experience

MARCH 7, 2023

Michel Falcon: Welcome to the People First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. I’ve done quite a bit over my career, which started in 2007 professionally. Welcome to the podcast. I’m a keynote speaker.

White Paper 60

White Paper Culture 2007 2009 60

CX University

SEPTEMBER 18, 2018

Employees are also empowered to customize their career track. Employees are able to choose an accelerated track, and they may opt for leadership or specialized positions in order to achieve career goals. Provide career development opportunities to attract talent. Read the USPTO Case Study > Quicken Loans.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

ShepHyken

JUNE 26, 2023

Work Institute did a massive survey of exit interview investigations, and here’s what they found – Top 5 reasons why employees leave: Reason #1 Career – 24% of the employees leave because they couldn’t see a clear career path. Why do employees tend to leave the company they work with?

Employee Experience 62

Employee Experience Travel Culture Loyalty 62

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Offering career advancement tips for CS professionals. Any individual or company can start a customer success community. Soliciting CS opinion polls.

2022 115

2022 Customer Success White Paper Social Media 115

Blueshift

OCTOBER 10, 2023

Throughout my career, I’ve had the privilege of collaborating with customers from various retail and e-commerce companies. Unfortunately, many companies often find themselves entangled in the complexities of data integration and extended set-up processes.

E Commerce 111

E Commerce ROI Retail Marketing 111

Zeisler Consulting

SEPTEMBER 27, 2023

It’s no secret that I began the CX part of my career thanks in biggest part to my background in Process Engineering. White papers and ‘studies’ abound touting the goodness and awesome results guaranteed by “doing CX” (usually defined as putting someone “in charge of CX,” whatever that means) within your company. My response?

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

ShepHyken

APRIL 14, 2023

Bye Bye Bye: Poor Managers, Lack of Flexibility, and Lack of Career Development are the Three Leading Reasons Agents Leave Their Jobs In a flexible and sometimes remote workforce, managers are challenged now more than ever to help their agents find satisfaction in their jobs.

Contact Center 64

Contact Center 2023 Customer Satisfaction Article 64

West Monroe

JANUARY 15, 2024

Gain insights into the human element of digital transformation, delve into how organizations are aligning their digital visions with practical execution, and learn how companies can effectively navigate this ongoing journey. Rather than a linear career ladder, considering careers as rock walls with varied experiences is essential.

Technology 52

Technology Customer Centricity Innovation Measurement 52

Optimove

MARCH 20, 2024

Embracing the principles of position-less marketing can provide companies with a competitive edge in a dynamic and fierce market. By leveraging human enhancing technologies like generative AI, position-less marketing enables companies to outpace competition, engage audiences more effectively, and achieve better business outcomes.

Connections 52

Connections Marketing Multi-Channel Sports 52

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. A recent Forrester survey revealed that companies committed to prioritizing customer feedback reported a 2.5 We live in a data-driven business world where every piece of customer feedback is nothing less than a goldmine.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Article 80

Article 2024 Customer Service Government 80

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 117

Customer Service Communication Article Customers 117

ShepHyken

JANUARY 22, 2024

AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees. How can companies effectively measure and manage processes to improve customer service experience?

Customer Service 80

Customer Service Measurement Technology Customers 80

CSM Magazine

MAY 26, 2023

Here are six of the best career support resources to help you find your next job. Corporate Websites One of the best ways to find open positions in an organization you’d like to work for is from the company’s website. Review the site to get a feel for its values and company culture.

Workshop 52

Workshop Culture Books Events 52

CSM Magazine

JULY 21, 2022

Depending on the specific job or career, you may have little to extensive direct contact with those customers. For those who have interacted and engaged with customers extensively, valuable experience is gained and can be used to further advance in your career. Information Architect: Do you love the writing and communication process?

Customer Experience 59

Customer Experience Sales Reference Customers 59

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Article 76

Article 2024 Customer Service Government 76

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Customer Success Career (playlist) : Tips for getting hired, then hiring your own team.

Customer Success 98

Customer Success Customer Journey Mapping Customer Centricity Leadership 98

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!)

Metrics 52

Metrics Culture Demo Healthcare 52

ShepHyken

SEPTEMBER 5, 2023

Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. It’s more than just the confidence to continue doing business with the company after the interaction. It’s about fixing the customer, which means restoring confidence.

Customer Service 82

Customer Service Workshop Customer Service Training Definition 82

CSM Magazine

MAY 16, 2023

As Global Head of Support and Services, I lead our growing customer experience team and have had the privilege of witnessing first-hand the explosive growth of the company – e.g. from $57M ARR to 295M ARR within a year! In-House Talent Unlike most companies, we don’t outsource our support team.

Customer Experience 52

Customer Experience Customers Measurement 2022 52

eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. As you look for modern AI-powered KM solutions to help you ride this wave and boost your career, why risk it with unproven startups or mega-vendors who will trap you into vendor lock-in and multi-year white-elephant projects?

2024 72

2024 Magazine 2022 Innovation 72

Michel Falcon Experience

MAY 22, 2020

Interested in having me as a keynote speaker in your company? About Breaking it Down: Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level. If so, visit ?

Customer Experience 148

Customer Experience B2B Books Culture 148

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. However, my experience is to the contrary; company politics are all over the place.

Management 148

Management Books Consulting Measurement 148

CSM Magazine

MAY 25, 2023

We elevate our service delivery by investing in their training and development as well as pioneering in impact sourcing across Africa to invest in the future of the region and elevate our people to new career heights.” Since then, its business process outsourcing operations have grown rapidly to a workforce of over 3,000 employees.

2030 52

2030 2006 Retail 2016 52

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. Subscribe today right here.

Engagement 88

Engagement Consulting ROI Presentation 88

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

Beyond Philosophy

JULY 19, 2019

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. As a senior vice president, at a large telecoms company, office politics surrounded me.

Management 107

Management Entertainment Consulting Loyalty 107

CSM Magazine

DECEMBER 11, 2023

Provide Clear Career Progression Paths One of the main reasons why agents leave contact centers is due to the lack of career progression opportunities. Regular feedback and performance evaluations can also help agents understand their strengths and weaknesses and align them with their career goals.

Contact Center 52

Contact Center Magazine Culture Call Center 52

Circular Edge

FEBRUARY 29, 2024

Circular Edge will also host the first Oracle JD Edwards & Oracle CX Cloud User Group breakfast for companies running JD Edwards and who have also adopted Oracle CX Cloud applications to improve sales, quoting, marketing, commerce and service capabilities throughout their enterprise.

Sales 52

Sales 2018 Customer Relationship Management ROI 52