Call Center Weekly

OCTOBER 5, 2018

So don’t include the ones that come standard with every other “Core Values Workshop” mindset. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. Embed the Core Values throughout the Customer Journey and Experience. Let’s assume those as a given.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. People skills impact every aspect of the customer experience.

Coaching 152

Coaching Government Scripts Employee engagement 152

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention.

Call Center 62

Call Center First call resolution Best practices Gamification 62

ShepHyken

FEBRUARY 1, 2019

. – Imagine the desired customer experience. – Communicate and train employees on what that experience looks like. – Roll out the customer service initiative to everyone. – If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching. .

Customer centricity 235

Customer centricity CRM Finance Coaching 235

Steve DiGioia

DECEMBER 5, 2016

When a business enterprise is just beginning, often the only way to compete (or create a market in the case of a new product/service) is through an all-consuming focus on the customer experience. The focus can be on several factors that affect the customer experience, but almost always include quality and service.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

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.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

CX Global Media

OCTOBER 15, 2018

If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. Insight is the igniter of what you should do next, and a catalyst for creating new value for your customers.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Beyond Philosophy

SEPTEMBER 5, 2024

Listen to the podcast: We often talk about empathy regarding Customer Experience Management. Today, we examine whether empathy is over-hyped and what it could do for your experience management efforts. Thompson would probably not feel as surprised as I was because of her experience as an emotional intelligence coach.

Coaching 195

Coaching Call Center Education Personalization 195

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. As you see below, in the “workforce empowerment” segment of the report there are several categories to consider when thinking about supporting and uplifting employee skills, abilities and ultimately the customer experience. Definitely not fast enough for customers.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand.

Construction 52

Construction Morale Feedback Coaching 52

Kristina Evey

MAY 15, 2018

Embed Core Values into the Customer Experience. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. So don’t include the ones that come standard with every other “Core Values Workshop” mindset.

Customer Experience 92

Customer Experience Coaching Personalization Marketing 92

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Myra Golden Media

DECEMBER 19, 2017

Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. Have you ever gotten a bit personal with customers, to the point that you didn’t want to work to find a win-win solution?

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Up Your Service

FEBRUARY 5, 2020

Marshall Goldsmith is such an incredibly strong contributor, such a reputed leader in the world of coaching and mentoring, that Thinkers 50 stopped giving him the award and they actually named an award after him. Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. Service Leadership Workshop.

Coaching 52

Coaching Best practices Customer Service Customer Experience 52

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class!

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Kristina Evey

JANUARY 13, 2015

What does this have to do with your business and the customer experience? So, remember make improving the customer experience a HABIT in your organization. Happy New Year and I’m honored to have you in my community to change the world of business, one experience at a time! EVERYTHING! . . – Arthur F.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. 1:1 Coaching . Try it out for yourself!

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Coaching 78

Kristina Evey

APRIL 28, 2015

Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! We hosted a photography workshop , and it was a huge hit.

Contact Center 182

Contact Center Healthcare Coaching Education 182

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Consulting 248

Consulting Consulting Management Coaching 248

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Nate Brown Director Of Customer Experience, UL EHS Sustainability. Kohler has leveraged contact center principles and executed the transformation from “departments answering phone calls” to true customer experience centers.

Contact Center 120

Contact Center CCNG Morale Coaching 120

360Connext

AUGUST 14, 2017

Customer experience can be a lot like this! There are some big things, but within the customer journey there can be a crazy amount of small things. Crack the Customer Code #236: Customer Experience Sprints Adam and Jeannie share 3 powerful ideas to make quick progress with customer experience sprints.

Real estate 77

Real estate Construction Automotive Coaching 77

Lumoa

APRIL 17, 2018

They organized trainings together and even invited some customers to the trainings. That all influenced not only the customer experience, but also branding and as a result the revenues. They rewrote the templates that customer service team had been using using and provided extra coaching on better customer experience.

Feedback 110

Feedback Healthcare SaaS Coaching 110

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Keeping customers satisfied is more than just a nice to have. Can CSAT improve customer experience? . Goal 2: Coach employees. Understand your customer expectations. Let’s find out.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! We hosted a photography workshop, and it was a huge hit.

Contact Center 140

Contact Center Healthcare Coaching Education 140

SharpenCX

MAY 31, 2023

High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. In this blog post, we’ll explore effective methods for retaining call center agents, ultimately paving the way for improved customer experiences and business success.

Call Center 76

Call Center Coaching Construction Morale 76

Talkdesk

FEBRUARY 21, 2019

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is.

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Blend initial sessions with ongoing coaching to keep empathy top of mind. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

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. Part 1: Create an Experience. Must-read: Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business. Alice Heiman. Personal website.

Sales 133

Sales Consulting Consulting Coaching 133