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. That accomplishment may be somewhat de rigueur these days but my sense is that this might be the extent of it within some organizations.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

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

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

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

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

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. It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

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. With Aircall, you can easily analyze your metrics and well as track team and individual performances. .

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Insite Managed Solutions

MAY 23, 2013

Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017 Key Metric Success. Call Center Coaching Can Lead to Attrition. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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

Sykes

JUNE 21, 2017

Patient-experience metrics play a key role in tracking the value-based metrics used to assess a medical system. 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

Healthcare 40

Healthcare Call Center Surveys Analytics 40

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Across respondents, the average increase in software and hardware investment per agent next year was approximately $5,495, and the average increase in coaching and training investment per agent was $10,367.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CustomerSuccessBox

JUNE 8, 2022

So those are the metrics that I would look into when I’m looking at churn. Also from a customer Risk Indicator, I think there’s like a completely different set of metrics that indicate churn risk versus full health, which is customers that achieve full value with us. Q: Please introduce yourself.

Management 52

Management Upselling Accountability Chief Customer Officer 52

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.” FCR is the Most Important Metric. Call Center Trends 2014.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CrazyCall

SEPTEMBER 4, 2018

Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Must-read: What Core Metric Should Your VP of Sales Be Responsible For? Sales Coach & Chief Connections Officer at Make It Great Institute.

Sales 129

Sales SaaS CRM B2B 129

Nicereply

MARCH 14, 2023

A book about leadership skills The Culture Map By Erin Meyer Published: 2014 Length: 290 pages The Culture Map should be an indispensable book on your shelf if you lead multicultural teams or have customers from different backgrounds (and that’s pretty much all of us). You’ve become the bad person in this scene.

Management 98

Management Call Center Entertainment Metrics 98

CSM Magazine

FEBRUARY 14, 2023

Service level and speed to serve will regain ground as some of the most critical metrics. Melissa founded Blue Orbit Consulting in 2014 after running staff organizations in contact centers and building consulting practices in customer service, process improvement, complex program management, and channel operations. All of them.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52