Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Robert Davis

FEBRUARY 20, 2017

By Rich Hand , RCDA Consultant. The phrase “customer experience” is bantered around in board rooms, conference rooms and blogs. When supervisors coach agents, we often hear them say, “I have told them I want them to sell more.” We spend little time in a conference room. Davis and Associates (RCDA)?

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Personally, I value people who challenge me in a positive way… this means not just saying “Yes!” I had to fire a person whose default was “Yes!” Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

MAY 12, 2022

The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. Fleischaker has a different approach to spark engagement regarding the voice of customer data in companies Verint consults. appeared first on CX Consulting.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is also a consultant, coach, and trainer for technology professionals across 30 countries. Lincoln Murphy. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Beyond Philosophy

MARCH 28, 2019

Many years ago, I attended the Confederation of British Industries (CBI) conference in London. However, most of them are coaching sites, so I can see why he says it.). In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 Coping with Uncertainty in Business.

Management 359

Management Consulting Consulting Benchmark 359

Call Center Weekly

MAY 10, 2018

Sarah Elkins is a professional coach and consultant, helping people and businesses improve their communication through the art of storytelling. She's also the President of Elkins Consulting , the company making a splash with small, face-to-face, affordable interactive conferences called No Longer Virtual.

Consulting 134

Consulting Consulting Coaching Education 134

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Magazine

OCTOBER 18, 2022

I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. C3 2022 saw hundreds of in-person and virtual attendees at dozens of sessions, ask the experts consultations, solutions expos, and a variety of networking opportunities. About Calabrio.

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

CSM Magazine

OCTOBER 18, 2022

I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. C3 2022 saw hundreds of in-person and virtual attendees at dozens of sessions, ask the experts consultations, solutions expos, and a variety of networking opportunities. About Calabrio.

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

aircall

NOVEMBER 21, 2022

Thankfully, a recent Forrester Consulting study found that implementing Aircall’s cloud-based phone solution can boost productivity and performance for customer-facing teams by 13%. We can have a caller that needs to be transferred to a different team or we might need to initiate a conference call while they’re on the line.

CRM 62

CRM Wait times Consulting Consulting 62

TeamSupport

OCTOBER 14, 2020

Let’s revisit an excerpt from an interview we did with Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People. It’s easier to facilitate input from all voices when you’re asking everyone specifically on a video or conference call.”. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Robert Davis

FEBRUARY 21, 2017

By Lisa Pustelak , RCDA Senior Consultant. Have you observed first-hand how much coaching your team leaders are doing? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?” Observe multiple coaching sessions.

Contact Center 48

Contact Center Coaching Call flow Consulting 48

AWS Machine Learning

MARCH 30, 2023

Since Steffen Baumgart took over as coach at FC Köln in 2021, the team has managed to lift themselves from the bottom and has established a steady position in the middle of the table. Tareq Haschemi is a consultant within AWS Professional Services. He follows his passion for a broad range of sports, music, and AI in his spare time.

Coaching 86

Coaching Telecommunications Consulting Consulting 86

ClientSuccess

AUGUST 17, 2019

As a management consulting and training organization, SuccessHACKER deals in all things post-sales. Today, SuccessHACKER provides consulting, operations, and training for customer success teams. The Summit is not a typical conference where the sessions are just vendors going up to pitch their products. Getting Ready for CS100.

Coaching 41

Coaching Consulting Consulting Education 41

Stafford Communications

JULY 16, 2020

Arrive and get settled in the nicest conference room. Meet some supervisors, examine the break room, admire the room of metal boxes with blinking lights, chat with a few agents, and we’re back to the conference room for a deep dive into the proposal. How is recruiting, training, and coaching handled? Healthcare. Pharmaceutical.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

TeamSupport

APRIL 15, 2020

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”.

Coaching 64

Coaching Education Consulting Consulting 64

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Call Experts

JUNE 5, 2019

If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. Technique Key to Success.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

Call Experts

DECEMBER 12, 2019

Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. Always offer quality service 24/7/365.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

CX Global Media

APRIL 10, 2017

And Pete Jones, CEO of Grypp shared his perspective in our interview at the PACE Conference after my demo of his product. A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production.

Sales 120

Sales Contact Center Customer effort Call Center 120

JustCall

NOVEMBER 25, 2022

The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. Enthu.AI’s salient characteristics include: Use cases: 100% call monitoring, agent evaluation, and customized coaching are the main use cases. of 5 (link to customer reviews).

Real estate 52

Real estate Coaching CRM Contact Center 52

Call Experts

NOVEMBER 20, 2018

A failure is a lesson or opportunity to coach something new. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Reprogram the mind. Technique Key to Success.

outsourcing 53

outsourcing Call Center Answering services Benchmark 53

Call Experts

DECEMBER 28, 2018

Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. Your employees should always feel satisfied and prepared.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. Summer HR Conferences. providing helpful feedback.

Calibration 40

Calibration Coaching Call Center outsourcing 40

CSM Magazine

NOVEMBER 15, 2022

This could come as online training courses, on-the-job coaching, or even sending employees to industry conferences. The company culture survey was created by OKR training consultants There Be Giants. That’s why it’s so important to provide employees with opportunities to develop their skills. It boosts morale and productivity.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

JustCall

FEBRUARY 13, 2023

From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lurch. Collaboration tools and free or paid conference calls help your team stay on the same page no matter where they are.

voip 52

voip Call Logging Finance Sales 52

Verint

MARCH 6, 2018

Strata Data Conference. Attendees also will see automated QM “in action” and learn about the benefits it delivers—including how organizations are gaining better data to drive better coaching and performance. ePharma Conference. Your Enterprise AI is Only as Good as Your Data”. Global Connection Congress. Out with the Old.

Quality management 35

Quality management Coaching Self service Enterprise 35

Integrity Solutions

FEBRUARY 12, 2020

As a speaker, author and consultant, Anthony delivers no-nonsense advice when it comes to, among other things, the importance of value creation in sales today and the indisputable truths about why salespeople struggle to get meetings. I first heard Lisa speak at a conference about three years ago and have followed her work ever since.

Sales 126

Sales B2B Engineering Consulting 126

Enghouse Interactive

MARCH 19, 2021

Team leaders, especially, have had a tougher job to do as they can’t rely on managing by walking around, or doing sit by coaching when their agents are dispersed across multiple locations – which is likely to become more a norm in the future as more hybrid ways of working kick in.

Coaching 77

Coaching Technology Consulting Consulting 77

Fonolo

JANUARY 14, 2020

Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Here, Jeannie gives her thoughts on the latest industry news, strategies and tactics to improve your customer journey, and round-ups of the conferences and events she attends. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Amity

JUNE 21, 2017

They can benefit most from being coached to establish fewer, simpler metrics (i.e., Vendors are likely to find that such customers require more consulting and education than software solutions. How else can you coach your team and assign accountability to them? “walk before you run” strategy).

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Foster relationships and uncover additional client needs while also generating referrals/leads to other clients and consultants.

Upselling 19

Upselling Coaching Best practices Consulting 19

Micah Solomon

JULY 12, 2014

Are you planning on hiring a keynote speaker for a corporate event, industrywide conference, or executive summit? Let’s clear up that bewilderment and reduce the risks of mistakes by checking in with Dr. Nick Morgan, arguably the most prominent coach of professional speakers in the world. My personal interest in this is pretty direct.

Coaching 40

Coaching Best practices Consulting Consulting 40

CrazyCall

MAY 20, 2019

– Jeff Goldberg, President & Lead Sales Trainer/Coach at Jeff Goldberg & Associates. – Marcus Langmaid, Owner of Marcon Consulting. From my personal experience, one of the best sales tips I’ve come across is embracing the consultative sales approach. – Jordan Belfort, Sales Coach at JordanBelfort.com.

Sales 123

Sales Coaching Scripts Education 123