Beyond Philosophy

FEBRUARY 29, 2016

As the great philosopher and famed baseball coach Yogi Berra once said, “It’s tough to make predictions, especially about the future.” The post Industry Secrets Leaked – Predicting Customer Behavior! appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Well said.

Coaching 279

Coaching Consulting Consulting Customer Experience 279

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. Guest post by Ben Motteram This original article was written by Steve DiGioia.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

SharpenCX

MARCH 25, 2021

The trend we once saw as an industry outlier is here to stay. But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Call Center Analytics Quality management 67

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. Dennis Snow. It takes commitment, but it works.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CX Global Media

JANUARY 15, 2019

In more than twenty years in the contact center industry, improving agent performance has always been a major focus. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. 4 Types of Behaviors: The Coach’s Preparation Checklist. You’ve got to deliver.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” I have been in the Customer Experience industry since before there was such a thing. appeared first on Customer Experience Consulting. What is Important in 2020? ” Predictions can be difficult; it is true.

Coaching 317

Coaching Customer retention Consulting Consulting 317

Kapta Customer Success

MARCH 11, 2019

Along with the Kapta blog and website, today we want to show you ten key account management resources, coaches, and training programs you should follow, read, join, or sign up for to take your key account management game up to the next level. Jermaine Edwards. Check out their site and learn more about their certification training.

Coaching 53

Coaching Accountability Management Consulting 53

Integrity Solutions

SEPTEMBER 18, 2024

While every industry grapples with the volatility of the economic environment and market conditions, banking and financial services organizations are dealing with specific challenges emerging from multiple disruptive forces: These challenges include: Maintaining an acceptable margin in a volatile yield curve market.

Banking 84

Banking Sales Employee engagement Consulting 84

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . Keynote Speaker and Official Forbes Coach. CX Expert, Speaker & Consultant. ” — Annette Franz.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

ShepHyken

AUGUST 6, 2019

The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. Use the concept of “sense and respond” when delivering your customer service and experience.

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Many have also earned awards in their industry. She helps leaders and teams make subtle shifts to create breakthrough success for customers.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Bill Quiseng CX Expert, Speaker & Consultant. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. First of all, thanks for having me. Really looking forward to this.

Consulting 52

Consulting Consulting Best practices outsourcing 52

CX Journey

JULY 25, 2018

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. I am always honored to be recognized for my work, and being invited into the Forbes Coaches Council is truly icing on the cake.

Coaching 35

Coaching Consulting Consulting Customer Experience 35

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Effective sales conversations, however, are rooted in a mindset of listening to understand.

Sales 83

Sales Coaching Consulting Consulting 83

Beyond Philosophy

MARCH 22, 2019

It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I once attended a conference for the CBI (Confederation of British Industries). I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

Management 240

Management Coaching Consulting Consulting 240

Fonolo

NOVEMBER 10, 2020

Read the Full Industry Report Here: The State of the Contact Center in 2020. ” — Sheila McGee Smith , Contact Center Industry Analyst. . ” — Sheila McGee Smith , Contact Center Industry Analyst. ” — Jeannie Walters , CX Expert, CEO of Experience Investigators , TEDx Speaker, Consultant.

Contact Center 135

Contact Center Consulting Consulting call center association 135

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Allow employees to have some room for creative solutions without consulting the leader or manual on everything. He has 10+ years of experience in marketing and sales in the IT industry and enjoys sharing his knowledge with others.

Customer Service 375

Customer Service Chatbots Education Feedback 375

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. There are some added benefits to these meetings: Gain insight about industry trends. Learn about your competitors. Listen to customer complaints.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Call Design

JANUARY 19, 2021

Training and professional development are some of the best ways to ensure that your agents understand your company processes, industry best practices and improve their proficiency with the tools at their disposal. With our consultative approach, we develop a deeper understanding of your business goals and challenges.

Coaching 148

Coaching Best practices Consulting Consulting 148

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Brian Cantor Leading CX Industry Analyst Contact Center Week. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations. Register Now.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. We can help you too — contact us today for a risk-free, no-cost consultation.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

SaaS 97

SaaS Enterprise Engineering Technical Support 97

Integrity Solutions

NOVEMBER 29, 2022

In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. In many industries, customer success teams, clinical reps and product specialists now have increased selling responsibilities. Are our sales managers coaching?

Metrics 88

Metrics Sales Coaching Accountability 88

Call Center Weekly

JUNE 19, 2017

I have allowed them the opportunity to coach other agents for improvement. As with the Quality Assurance Award, allow them time to coach their peers. I have led or consulted contact centers of various sizes across numerous industries. Reward this agent! In addition to giving a certificate for each award, include a gift.

Customer Service 156

Customer Service Coaching Government Contact Center 156

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. This method offers a more personalized and adaptable training experience.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

AWS Machine Learning

NOVEMBER 15, 2024

The Principal AI Enablement team, which was building the generative AI experience, consulted with governance and security teams to make sure security and data privacy standards were met. AWS services are designed to meet your specific industry, cross-industry, and technology use cases and are developed, maintained, and supported by AWS.

Chatbots 121

Chatbots Engineering Enterprise Feedback 121

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn’s background was in the insurance industry. Some do train, however. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 419

Consulting Consulting Personalization Accountability 419

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. It’s that while you are implementing system and organizational changes you must train and coach your people. Do You Love the Industry Standard Being By the Seat of My Pants.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . Here’s how: Be Prepared for the Travel Industry Restart.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

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