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

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

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

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 299

Customer centricity Coaching Consulting Consulting 299

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

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

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 371

Customer Service Chatbots Education Feedback 371

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

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 304

Customer centricity Coaching Consulting Consulting 304

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

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

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

COPC

SEPTEMBER 21, 2023

This article is the first in a series that aims to take on frequent issues related to performance improvement, simplify the topic and make it relatable, drawing connections to our industry and only afterward delving into the mathematical aspects. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

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 115

Chatbots Engineering Enterprise Government 115

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. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. When consulting employees about what you expect, Suttle says to explain why.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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

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

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

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

ShepHyken

SEPTEMBER 26, 2017

How would you like to be the Nordstrom of your industry? Define and live your values – If you want to instill a culture of employee and customer focus, you have to identify your values and then hire, attract, and coach to those values – that’s how you become the Nordstrom of your industry (and you have to emphasize that every day).

Coaching 174

Coaching Consulting Consulting Customer Experience 174

Steve DiGioia

APRIL 7, 2016

It doesn’t matter what industry you are in. Lynn Macfarlane has been deeply involved in new business development, recruitment and consultancy for most of her career. They also send a thank note or card or just to say “how are you?” Let your customers know you care and value their business.

Customer Service 170

Customer Service Consulting Consulting Coaching 170

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. The post Create a Contact Center Service That Sparkles appeared first on Call Center Coach. Bell and Meredith Simpson.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

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

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. Many times, for senior people, it is not just about doing their job; it is also about how they are perceived in the organization, as well as in the industry with their colleagues in other organizations. Do they want power? If so, then, play to that.

Consulting 260

Consulting Consulting Morale Benchmark 260

CX Global Media

JUNE 6, 2017

It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of. Translators form the foundation upon which the rest of the Language Industry edifice is built. Translators are people.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Call Center Weekly

JULY 27, 2017

However, through training and coaching, we achieve the opposite. I have led or consulted contact centers of various sizes across numerous industries. Also, if agents are consistently expressing anger and frustration, it may negatively impact the team and the culture. It's only natural for them to blow off steam.

Contact Center 136

Contact Center Government Coaching Consulting 136

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

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

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

Fonolo

OCTOBER 13, 2020

The last few years have seen several reassuring trends in the contact space industry. For an industry that relies on human resources, this paints a troubling picture. ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. And executives were ready to spend money to solve it.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

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

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

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

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

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

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 182

Surveys Contact Center Consulting Consulting 182