Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). He is a Customer Experience & ATL 2013 Huff Post Top 100 Social. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

SharpenCX

APRIL 21, 2020

Since you don’t get the chance conversation in the hallway or the opportunity to stop by your agent’s desk to coach them. Take advantage of technology and find ways to coach employees virtually. Download Now: Freshen up on your coaching techniques with these takeaways from Your Call Center Manager Playbook.

Best practices 76

Best practices Management Coaching Contact center software 76

airespring

APRIL 11, 2016

Here’s a scary statistic : in 2013, 51% of consumers switched service providers due to poor customer service experiences. Side by Side Coaching. One way to effectively train agents is through side by side coaching. Side by side coaching can be used to measure agent skill. Think about what that means.

Coaching 48

Coaching Contact Center Call Center Customer Service 48

Nicereply

MARCH 17, 2020

The International Day of Happiness was started by the United Nations in 2013 with the goal of bringing greater focus and recognition to the importance of happiness and well-being in the lives of people around the world. The world will celebrate the seventh annual International Day of Happiness on March 20, 2020. Talk about a noble goal!

Coaching 88

Coaching Customer Support Feedback Management 88

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. They may find a broader issue that needs addressing or identify holes in their coaching program.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. They may find a broader issue that needs addressing or identify holes in their coaching program.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

FreshGrade

APRIL 16, 2019

She worked with her coach, perhaps for several years. The judge or her coach? The coach, of course. What is the purpose of the coach’s ongoing assessment? What “language” does the coach use to communicate with the skater during practice? Clearly, the coach and judge have very different purposes.

Coaching 58

Coaching Benchmark Education Feedback 58

CSM Magazine

MARCH 19, 2024

Designed to encourage and support customer in their own attempts to bring diverse talent into their workforce, it is intended to fund a new or existing plan to achieve this, such as an apprenticeship, coaching or training programme.

Finance 52

Finance Engineering Coaching CRM 52

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Tethr

DECEMBER 7, 2020

Technology has come a long way since 2013 when CEB published the book. The fix here is clear: the company needs to offer more targeted coaching on experience engineering skills. Targeted coaching intervention. Results: Downstream Issues. Finally, we have downstream issues.

Coaching 72

Coaching Banking Customer effort Wireless 72

CustomerSuccessBox

DECEMBER 6, 2021

He is also a consultant, coach, and trainer for technology professionals across 30 countries. Nils is a leadership coach, and has been recognized as one of the Top 25 Customer Success Influencers. A Customer Success Leader, Evangelist, Coach, Advisor, and a well-known Speaker. Nils Vinje. He also runs a podcast- Churn.FM

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Tethr

JUNE 21, 2019

The idea was that by collecting CES scores from customers, companies would be able to zero in on those interactions and experiences that customers deemed to be “high effort,” thereby helping to surface improvement opportunities like training or coaching, QA scorecard changes, process fixes and website overhauls.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Tethr

MAY 22, 2019

Technology has come a long way since 2013 when CEB published the book. The fix here is clear: the company needs to offer more targeted coaching on experience engineering skills. What’s interesting is that there is a massive skew toward a certain handful of agents who are in most need of this targeted coaching intervention.

Wireless 67

Wireless Coaching Banking Accountability 67

Tethr

NOVEMBER 1, 2018

Customer care leaders have been setting goals around reducing customer effort since The Effortless Experience was published in 2013. . #4 Reduce effort in customer service interactions. To learn more about how Tethr customers are using speech analytics for insurance to deliver value to their business, request a demo today !

Analytics 48

Analytics Self service Inbound sales Customer effort 48

Nicereply

FEBRUARY 22, 2023

Erin: Around 2013-14, I moved from San Antonio to Austin, Texas because something was happening in tech and I wanted in. They also coached me on how to grow in, or out of, customer-facing roles. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call Center Coaching Can Lead to Attrition. Jenine Kent. 2017-09-25T14:57:13+00:00. Call Center Supervisor Mind Map. Jenine Kent. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Call center customer service has a strong bearing on customer satisfaction and your business as a whole.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Education Services Group

DECEMBER 10, 2019

Since 2013, the Customer Success Association has been hosting Customer SuccessCon , a conference designed to look at the current state of the profession and into its future. If he does that, the coach isn’t likely to ask anything more of him — even if the team loses. ESG was proud to sponsor and present at all of this year’s events.

Education 40

Education SaaS Coaching Personalization 40

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. But the days where you set up customer success to fight churn, you know, that’s just so 2013. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice.

Management 52

Management Upselling Accountability Chief Customer Officer 52

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2013, it has issued 5000 credentials for its professional clients. It is the largest college recruiting network that serves more than 17 million high school athletes and over 30.000 college and university coaches throughout the USA. Accredible. Location: San Francisco. Location: Pittsburgh. Open Sesame. Location: Portland.

SaaS 21

SaaS Education Coaching Healthcare 21

C Space

SEPTEMBER 1, 2020

The statement emerged after meetings between NBA players, coaches, and team governors. The Harvard Business Review has replicated a 2013 study on the productivity of knowledge workers, using the same questions as before and interviewing respondents with similar profiles, to find out how lockdown has changed the work landscape.

Airlines 40

Airlines Government Advertising Coaching 40

SmartKarrot

JANUARY 5, 2022

She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Sue is an all-around Customer Success Leader, Evangelist, Coach, Advisor, and Speaker. She is a member of the Forbes Coaches Council and host of the CS Makeover Show (SimplifyingCS).

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Allison Pickens. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries. Jeanne Bliss. Nils Vinje.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Source: The Contact Center Satisfaction Index Mid-Year 2013.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. Coaching mid-management on customer experience. The second step is to coach the middle management on how to deliver better customer experience. Therefore spending a good amount of time in coaching people at VP, GM, AVP and AGM level and aligning them towards the three-year plan is critical.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. The Effortless Experience: Conquering the New Battleground for Customer Loyalty By Matthew Dixon, Nick Toman, and Rick DeLisi Published: 2013 Length: 257 pages “The way to win the loyalty of your customers is by delighting them.”

Management 98

Management Call Center Entertainment Metrics 98

BlueOcean

APRIL 20, 2023

Before joining ONQ, I spent most of my adult life in politics and executive coaching. But one day in 2013, a trainee came into my office and asked, “Mr. He knew that I had been a triathlete and triathlon coach, so he asked if I would help him. Sean Hammerle (SH): You’re right. And then I met my husband, Alan.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

Customer Interactions

AUGUST 7, 2014

As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. Chris demonstrated the powerful life-saving impact that dispatchers can have in another incident that occurred on May 2, 2013. He has set a high bar high for performance excellence. But her contributions extend even further.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

Netomi

FEBRUARY 28, 2022

A technology adoption and Customer Success leader, Laura “loves building and coaching teams to empathetically listen and advise enterprise clients on how to get the most value from technology and services.” . Connect with Kristi. Laura Lakhwara – Senior Manager, Customer Success, UiPath. Laura is currently a Sr.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

C Space

JULY 23, 2021

in Cinderella’s glass coach, drawn ?by World, Orlando, Florida, 2013. Arrested in Italy in 2013, he spent fifteen months in prison awaiting extradition, but was released on a technicality and sought asylum in his native Germany. 3 LAUREN GREENFIELD/INSTITUTE. Christina, 21, a Walmart pharmacy t?echnician, Walt Disney ?World,

Real estate 52

Real estate Morale Entertainment Construction 52