CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps. The map provides a lot of information for coaching and training, really adding richness and detail that you wouldn''t get otherwise.

Journey mapping 62

Journey mapping Customer centricity Coaching Customer Experience 62

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

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. He now carries forward the CX torch that I initially lit but today within a much larger enterprise as the result of a recent merger.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. Analytics – Track key performance indicators for individuals and teams, so you can identify weak points, coach call agents, and make overall improvements in customer service. Customer service entails providing excellent service and support to current and future customers.

Call Center 126

Call Center Best practices call center software CRM 126

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Hire and grow servant leaders: Your team leads and coaches set the tone for their teams.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S At a small 2-30 person company we are coaching CEO’s and team leads.

SaaS 84

SaaS Consulting Consulting Coaching 84

SharpenCX

SEPTEMBER 16, 2020

Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Regular Coaching and Feedback. Proactively coach your agents to avoid these feelings of neglect. Then, when agents see a metric start to dip, they can rattle their memory for a coaching session with you and address key concerns immediately.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Teach their team how to use it without an onboarding coach. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Easily get help if they need it.

Customer Support 88

Customer Support Education Coaching Self service 88

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). Raising an NPS isn’t easy. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. Several years ago, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. at Blue Ocean. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Robert Davis

OCTOBER 22, 2019

Provide expert training, coaching, consulting and support. Davis and Associates in 1977, founder and CEO Bob Davis has built an industry-leading contact center training, coaching, consulting and support firm serving Fortune 500 companies across a wide array of industries. About Robert C. Davis and Associates.

Coaching 48

Coaching Call Center Consulting Consulting 48

aircall

DECEMBER 16, 2022

Coach your team in real-time . Having features that let you coach and train your team discreetly empowers you to support team members in real-time and curate the best possible experience for your customers. The stronger the training, the stronger the team. . What makes Aircall a great alternative to Justcall? .

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. If you are a customer service leader, spend time training and coaching your employees on listening skills. According to Salesforce, I'm on one of the most productive salespeople. That's not really true.

Coaching 59

Coaching Surveys Sales Contact Center 59

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. In 2014, I decided that I wanted to be in another function.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. In 2014, I decided that I wanted to be in another function.

B2C 63

B2C Finance Customer centricity B2B 63

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. They manage different types of customers and focus on the proactive “coaching” activities.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

CX Journey

MAY 12, 2016

In 2014, Bruce Temkin noted that empathy would be the CX word of the year. He added: As companies increasingly focus on customer experience in 2014, they will recognize that their organizations lack a deep understanding and appreciation for their customers. I don't care about you."

Coaching 40

Coaching Customer Experience Personalization Customer Service 40

Netomi

JANUARY 5, 2022

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JULY 8, 2016

Since its release in 2014, Slack has become a force to be reckoned with. These can pose significant challenges for agent coaching and other vital day-to-day tasks that occur in the call center. For example, Talkdesk for Slack’s agent coaching feature is a new take on the traditional call whispering feature.

call center software 40

call center software Morale Call Center Coaching 40

Verint

DECEMBER 28, 2017

Hence, in 2014, One Millimeter Mindset customer retention became the logical next-step evolution of Sales Aerobics for Engineers®. Let’s discuss how One Millimeter Mindset workshops and leadership coaching can help rediscover the innovative mindset upon which you founded your company. Ours is a holistic dialogue. Then, contact me.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

CSM Magazine

MARCH 31, 2020

Train your support team to view customer training like they would coaching. She joined the company in 2014 as the first customer success hire and has since scaled the department into three, distinct functional groups made up of 31 people across two offices in Edmonton, AB, and Toronto, ON, Canada. About the Author.

Benchmark 52

Benchmark Coaching Consulting Consulting 52

Insite Managed Solutions

MAY 23, 2013

Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Call Center Coaching Can Lead to Attrition. Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

ChurnZero

MARCH 6, 2020

In 2014, the coffee corporation began offering full tuition coverage for eligible part- and full-time employees (who they refer to as “partners”) to earn their bachelor’s degree. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . The program’s goal is to have 25,000 Starbucks partners graduate by 2025.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” When supervisors receive little formal leadership training, and are never evaluated on metrics like the engagement levels of their team and the quality of the coaching that is done, it is easy to see why agents get frustrated.

Calibration 40

Calibration Contact Center Surveys Advertising 40

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. We Surveyed 500 Managers About Call Center Coaching. 2014, October 29). E.g., CSAT of 4/5 = 80/100.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Real Blue Sky

SEPTEMBER 7, 2022

Kylie launched her brand in 2014, and it quickly became a teen favorite through the clever use of social media. Some things you can offer to attract and retain this generation include flexibility, peer coaching, work/life balance, growth opportunities, and social awareness. Conclusion.

Chatbots 52

Chatbots Technology Marketing Personalization 52

Sykes

JUNE 21, 2017

According to a Deloitte-HCHAPS study, “hospitals with ‘excellent’ Hospital Consumer Assessment of Healthcare Providers and Systems patient ratings between 2008 and 2014 had a net margin of 4.7 Treatment-Plan Compliance: In a value-based world, it is essential for your patient engagement team to be effective care coaches.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

Comm100

OCTOBER 11, 2017

Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. Coach your staff through effective communication practices, to make sure that everyone in the team is on the same page.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Customer Interactions

FEBRUARY 20, 2015

31, 2014, they did more than kick off another winning Big 12 football season. “Even before officers or EMS crews arrive at an incident, we can use the real-time video to see what’s going on and be coaching them with the information we’re seeing.”

Construction 30

Construction Coaching Consulting Consulting 30

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. And so like, I was trying to coach leaders around that, to help that, but that’s exactly the culture that’s you can mitigate that risk through better communication and coaching on that. Robyn Petree-Guzman. Robyn Petree-Guzman.

Coaching 59

Coaching Engineering Personalization Feedback 59

Comm100

MAY 1, 2018

A 2014 study by the ASTD Workforce Development Community with Joseph Grenny and David Maxfield found that each generation had one or more problems with at least one other generation. Overcoming Multigenerational Challenges. Take it outside the office.

Management 55

Management Education Surveys Government 55

SmartKarrot

SEPTEMBER 18, 2020

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. It allows access to follow school programs; customizes a user profile and monitors its popularity among coaches. Location: Pittsburgh. Sapling Learning. Location: Texas.

SaaS 21

SaaS Education Coaching Healthcare 21

CustomerSuccessBox

JUNE 8, 2022

And so those are like probably the biggest mistake is that probably the biggest mistake is when customer success leaders are not coaching their customer success managers or don’t provide training on how to handle difficult customer conversations. Q: Please introduce yourself.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49