COPC

SEPTEMBER 21, 2023

Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Colleen Francis is the president of Engage Selling Solutions, an award-winning writer and consultant, the member of the Speaking Hall of Fame. Alice Heiman.

Sales 133

Sales Consulting Consulting Coaching 133

CX Global Media

JULY 11, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. Kate Nasser The People Skills Coach™ & Author of Leading Morale. But our organizations change slowly, and prefer to operate in ways that worked in the past.

Contact Center 120

Contact Center CCNG Morale Coaching 120

ShepHyken

DECEMBER 23, 2022

In the contact center, Generative AI can produce content for agent coaching. Phishing attacks, in particular, rose 61% in 2022, according to an annual study by Interisle Consulting Group. The first is raising employee education and vigilance in avoiding ransomware, phishing, and other threats.

Surveys 187

Surveys Education Enterprise Technology 187

TechSee

MARCH 7, 2023

More than 264 million women are absent from digital society, mobile internet access opens opportunities for women to start businesses, improve their education, and access better healthcare. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Call Center Weekly

MAY 10, 2018

I served people of all ages; some were obviously well-educated, there were those in designer clothes, people in rags, and ex-convicts living in the pre-release center nearby. Sarah Elkins is a professional coach and consultant, helping people and businesses improve their communication through the art of storytelling.

Consulting 134

Consulting Consulting Coaching Education 134

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Generate and Accelerate ROI with Speech Analytics and Consulting Services featuring Ember Services. Register for 9am BST Session . Register for 10am BST Session.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Contact Outsource Consultants for a free, no-risk consultation to find out. Curious whether your call center is ready to take off again and serve your customers?

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

CX Global Media

JULY 10, 2019

About Justin Robbins : Justin is a customer service expert, professional speaker, and business consultant that helps contact center and customer service teams develop quality assurance, coaching, and training programs that drive sustainable performance improvement. . EXPERT SESSION – How Consistent is Your Service?

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Mark Webster is Co-founder of Authority Hacker , an industry leading online marketing education company.

Management 207

Management Customer Service Consulting Consulting 207

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. Great Western Railway provided Autism awareness training for over 3500 front-line staff. Not exactly.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Taylor Reach Group

APRIL 23, 2021

This can be handled by an executive recruiter, an outside consultant, or your own Human Resources department. If you use a consultant to find your next center leader, the same applies. Just CLICK HERE to schedule a free consultation. The center is in turmoil.

Contact Center 123

Contact Center Management Consulting Consulting 123

Expivia

APRIL 1, 2021

When we are consulting in another call center, there is a list of questions that are asked every time. If we came in for a consultation for you, we would talk to reps, managers, HR, upper management; honestly, we’d talk to everyone. This question can be a great starting point when consulting. How do people speak to each other?

Consulting 52

Consulting Consulting Call Center Coaching 52

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

360Connext

FEBRUARY 12, 2018

Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer? In fact, now I’m offering coaching for leaders, too.

Education 88

Education Healthcare Scripts Customer centricity 88

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Mark Webster is Co-founder of Authority Hacker , an industry leading online marketing education company.

Management 182

Management Customer Service Consulting Consulting 182

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. But wait: there’s more (online education). 1: SuccessHACKER. On their YouTube channel , you’ll find everything from quick bites of advice to in-depth discussions with CS leaders. 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

SharpenCX

SEPTEMBER 8, 2021

In an SHRM article, Amy Hirsh Robinson , principal of the consulting firm The Interchange Group describes how important onboarding is to help new employees feel engaged. The coaching company Braverly found that new hires leave companies when they feel they have unrealistic expectations. Give feedback as you train your new hire.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Taylor Reach Group

APRIL 2, 2019

Whether or not that report is used for anything other than coaching and showing the agent what they would like is part of the topic of this conversation. To find out more about how Taylor Reach can help your company with Quality Assurance , CLICK HERE to schedule a free consultation. Quality versus Compliance.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

aircall

FEBRUARY 13, 2017

Every type of organization has suffered the impact from SMBs to large companies or sales consultants. Similarly, sales coaching increases the number of deals per sales person by 17%. The program is specifically designed for sales consultants, sales coaches and trainers, as well as CRM implementation companies.

Sales 83

Sales Customer centricity Coaching CRM 83

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

CX Global Media

JUNE 1, 2017

VJT technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. The post Hiring the Best Contact Center Agents through Candidate Experience appeared first on Call Center Coach.

Contact Center 136

Contact Center Call Center Coaching Education 136

CX Global Media

JULY 9, 2019

Since 2003 Colin has led Taylor Reach to success in contact center and customer experience consulting, with offices in the US, Canada, Europe, and Asia. a consultancy focused on helping small to medium sized contact centers improve employee engagement and operational efficiencies leading to a better customer experience.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Kayako

MARCH 9, 2017

Sukhpreet Kaur, Technical Consultant at Kayako, sees product testing as an invaluable link between teams with different skills. Coaching, mentoring, and training new staff. “Coaching and mentoring has helped me scale my career in customer support. There is no difference between coaching your colleague and a customer.

Customer Service 82

Customer Service Engineering Coaching Self service 82

Mindtouch

APRIL 17, 2017

Adam Avramescu , Optimizely, Director of Optiverse and Customer Education, @avramescu, LinkedIn. Andrew Rhodes , CSM, Practice Director of Customer Success Education, @CookWriteRepeat, LinkedIn. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Download the List.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

360Connext

AUGUST 14, 2017

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Tell Me More. Get in Touch! Your Name *.

Real estate 77

Real estate Construction Automotive Coaching 77

CX Journey

APRIL 21, 2015

When consulting with a client, we typically perform a current state assessment of the organization to determine just that: where is the organization today in terms of its customer experience efforts and where are the gaps that need to be filled in order to (begin to) transform the experience and the organization.

Customer Experience 81

Customer Experience Coaching Employee engagement Education 81

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. . Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant. Top Pick: Two questions every customer service manager should be asking every day.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Working across industries such as manufacturing, IT, and consulting, what has your journey been like? Overall, I would also like to work on raising the level of awareness and education on this topic in India.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Calabrio

NOVEMBER 1, 2016

Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” For example, our Innovation Center provides training and educational materials as well as accessibility to our consulting experts, so our customers can feel confident in navigating their investment.

Analytics 81

Analytics Contact Center Consulting Consulting 81

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. My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners.

Coaching 0

Coaching Upselling Engineering Marketing 0

Outsource Consultants

JANUARY 16, 2025

At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98