TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. It’s surprising what we can accomplish when the opportunity presents itself. Crises also present an opportunity to learn, grow, and develop yourself personally. Human resilience is incredible.

Consulting 221

Consulting Consulting Government Coaching 221

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Steve DiGioia

DECEMBER 5, 2016

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. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. I presented my plan to spend my budget to improve our experience along with the benefits in customer loyalty we would gain for the investment. One of the things I learned in this process was that everybody is happy until you ask them to do something.

Consulting 260

Consulting Consulting Morale Benchmark 260

Taylor Reach Group

MAY 14, 2020

In the Spring of 2020, new challenges have presented themselves. Regular coaching and one-on-ones should still happen. People need to be reassured about the present and inspired about the future. Just CLICK HERE to schedule a free consultation.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

AWS Machine Learning

NOVEMBER 15, 2024

The information exists in various formats such as Word documents, ASPX pages, PDFs, Excel spreadsheets, and PowerPoint presentations that were previously difficult to systematically search and analyze. You should consult with appropriate counsel, compliance, and information security for your business needs. 3778998-082024

Chatbots 116

Chatbots Engineering Enterprise Government 116

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. I presented my theory for the first time. The post Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant appeared first on Customer Guru. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

DECEMBER 19, 2020

Mohan coaches leaders and mentors about their health, as well as the health of their teams. From the beginning, Dr. Mohan takes a consultative approach to stress management. Keeping Your Mind in the Present Can Alleviate Stress Also. Mohan prescribes investing in activities that help them be in the present.

Consulting 248

Consulting Consulting Management Coaching 248

Call Center Weekly

MARCH 16, 2018

They are not thinking of the next thing to say; they are present in the conversation listening on multiple levels. It could be meditation, being at one with nature, or connection to the place within that keeps you calm. You get to choose what works best for you! Leaders practice effective listening skills.

Coaching 136

Coaching Consulting Consulting Personalization 136

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Beyond Philosophy

OCTOBER 14, 2021

However, when we present these results, somebody else who is present will question the validity of the results. So, rather than fill the dressing room and the coaching staff full of footballing people that only ever think about football, he brought people in from other sports to get a different view. Subscribe today right here.

Advertising 195

Advertising Consulting Consulting Coaching 195

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

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

CCNG 195

CCNG outsourcing Surveys Coaching 195

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. Present your product roadmap and get valuable customer input. Some of the best ways to do so include: Call your contact center and speak with an agent.

Surveys 182

Surveys Contact Center Consulting Consulting 182

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

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Register for 9am BST Session . Register for 11am EST / 8am PST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

DMG Consulting

SEPTEMBER 12, 2023

From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities. Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

CX Global Media

JULY 12, 2019

Business Partner and Owner, The LAMA Training by McKee Consulting. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents. Dick Finnegan Coach | Trainer | Speaker | Author |.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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

Robert Davis

APRIL 16, 2019

An excellent customer experience comes down to having Quality Conversations and providing supervisors with enough time, and the right tools, to coach and develop their team members. Using RCDA’s exclusive Quality Conversation approach and coaching and development tactics would benefit both companies in my market tremendously.

Coaching 48

Coaching Contact Center Sales Personalization 48

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. The above interview was originally presented as a video and may be viewed here. Quality versus Compliance.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. We are are expanding the fanfare all month long!

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Author Nathan Van Allen , Consultant at COPC Inc. Starting with the correct information is critical.

Coaching 91

Coaching Metrics Average Handle Time Consulting 91

Call Center Weekly

MARCH 1, 2018

I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Give team members the opportunity to present in team meetings. It’s a great skill in which to coach a strong performer. Have an official note taker.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency).

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CX Global Media

APRIL 10, 2017

A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production. Grypp will change the way you present your products, services and ideas forever. Source: [link]. Building Emotional Connections.

Sales 120

Sales Contact Center Customer effort Call Center 120

CX Accelerator

APRIL 30, 2018

If this attention to detail and “one at a time” philosophy was present, the business would be a success. Carlzon believed that each interaction should be handled in a way that would create a positive or favorable outcome. What a tremendous responsibility for each person answering the phone each day!

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

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 82

Sales Coaching Consulting Consulting 82

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.'

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Hero Digital

JULY 9, 2019

Not only is the future is female, but we should be reminded that the present is also female. As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. Cindy Zerger , Sr.

Scripts 40

Scripts Coaching Personalization Consulting 40

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant.

Coaching 106

Coaching SaaS Metrics Accountability 106

Totango

OCTOBER 20, 2022

Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. They also frequently must make decisions in the moment when interacting with customers without having the opportunity to consult with their team or supervisor.

Management 97

Management Upselling Coaching Best practices 97

Cincom

FEBRUARY 21, 2025

Additionally, a sales team that isnt proficient with CPQ may fail to present the full value of their offerings, reducing their chances of closing deals. By proactively presenting relevant add-ons and premium configurations, they not only increase revenue but also provide customers with more comprehensive solutions.

Sales 40

Sales Gamification Finance Best practices 40

Outsource Consultants

FEBRUARY 12, 2025

At Outsource Consultants, weve helped companies go from firefighting daily issues to running efficient, high-performing teams that boost ROI and elevate CX. Invest in professional voice and accent coaches to help agents sound more natural to Western ears. This allows for immediate coaching opportunities and continuous improvement.

Call Center 67

Call Center Management Gamification outsourcing 67