Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ShepHyken

JANUARY 29, 2021

Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence. Invest in your agents.

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

Myra Golden Media

APRIL 15, 2019

After every major project we take on at Myra Golden Seminars, I sit down and ponder Start, Stop, Continue. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Want to improve your effectiveness?

Feedback 227

Feedback Customer Experience Management Customer Service 227

Call Center Weekly

NOVEMBER 19, 2018

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Front line supervisors, leads and managers are a great source for ideas- one of the best IMO.

Contact Center 222

Contact Center Government Feedback Consulting 222

Myra Golden Media

JULY 31, 2019

Anna Hoang, Customer Support Specialist I, Vertafore. “ I have had the pleasure and the privilege of attending several seminars given by Myra Golden. Start looking for her name on the seminars you are offered and sign up. Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc.

Coaching 166

Coaching Customer Care Customer Support Customer Service 166

TeleDirect

DECEMBER 20, 2024

Top Questions to Ask Before Choosing a Call Center Service Selecting the right call center service is a critical decision for businesses aiming to enhance customer experience and streamline operations. We also provide outbound follow-ups to enhance customer engagement without venturing into outbound sales.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Aspect

OCTOBER 25, 2018

We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. Breakfast seminar programme. If you’d like further information on the content of this seminar or details on further breakfast seminars contact us here. The current landscape.

Interactive Voice Response 48

Interactive Voice Response Chatbots Self service Enterprise 48

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

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

Myra Golden Media

JUNE 13, 2017

Her personal stories and experiences were insightful and valuable. • I have been through other customer service related seminars and Myra’s by far was the best I have ever completed! • Our attendees had this to say about Myra: • Myra held everyone’s attention. Myra is a wonderful and engaging speaker.

Education 166

Education Personalization Customer Service Management 166

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

Myra Golden Media

MARCH 18, 2020

Anna Hoang, Customer Support Specialist I, Vertafore. “ I have had the pleasure and the privilege of attending several seminars given by Myra Golden. Start looking for her name on the seminars you are offered and sign up. Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Myra Golden Media

APRIL 15, 2017

Her personal stories and experiences were insightful and valuable. • I have been through other customer service related seminars and Myra’s by far was the best I have ever completed! • Our attendees had this to say about Myra: • Myra held everyone’s attention. Myra is a wonderful and engaging speaker.

Education 174

Education Personalization Customer Service Management 174

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? John was not using his people in this case to win more business – he was acknowledging how his people make his business and their Customer Experience. Do your people ‘make’ your Customer Experience?

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

COPC

JUNE 11, 2019

seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. Making the most of AI and setting up metrics to measure its performance was a hot topic during the seminar.

Finance 40

Finance Benchmark outsourcing Chatbots 40

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019. The post COPC Inc.

outsourcing 8

outsourcing Construction Contact Center Banking 8

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

delighted

FEBRUARY 22, 2022

The customer experience (CX) space is relatively new – those courageous enough to take the reins of a young CX program at a growing company are often an army of one, with limited headcount and even fewer resources. Draw the curtains, dim the lights, and enter stage center… The Delighted Customer Experience Maturity Assessment ].

Customer Experience 91

Customer Experience Feedback Customer centricity Surveys 91

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

ijgolding

DECEMBER 3, 2014

During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. These industries are often populated by businesses who THINK they are already customer focussed. They are not alone.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

Callminer

MAY 27, 2020

Maybe your team would benefit from a creativity workshop or team-building seminar to improve in-office relationships. Employees will be grateful for the opportunity to grow and learn from experts and will come out of these experiences more energized and focused.” Make learning a daily practice among your employees.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Myra Golden Media

JULY 15, 2019

Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Develop Standards and Objectives for Customer Experience. Develop Standards and Objectives for Customer Experience. I have help for you. Define the Problem You Need to Solve. Determine Monitoring Method and Frequency. Design Coaching Strategy.

Calibration 153

Calibration Coaching Morale Feedback 153

Fonolo

JULY 27, 2021

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability.

Feedback 110

Feedback Analytics Metrics Technology 110

SharpenCX

FEBRUARY 24, 2023

Banks have long been struggling to keep up with digital customer experience expectations. It’s time for banks to take their customer experience to the next level. Let’s dive into 4 ways banks can hyperpersonalize customer experiences at scale. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Totango

OCTOBER 10, 2019

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. Customer experience is going to become the key battlefield in this consumer-dominated, subscription-driven market. What is Customer Experience Feedback?

Feedback 64

Feedback Customer Experience Enterprise Metrics 64

Aspect

MARCH 8, 2019

Industry Insights and Roadmaps : In these seminars, you’ll learn how to future-proof your organization by gaining a clear understanding of the capabilities you’ll need for the short- and long-term future. Making it Work : This technical deep-dive track focuses on maximizing the stability and performance of your platform.

APIs 100

APIs Interactive Voice Response Feedback Customer Experience 100

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. You will learn what authentic employee empowerment and customer service is and how to achieve it. But, is this true and authentic empowerment?

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. This should be the first place to execute your customer experience improvement program.

Customer Experience 60

Customer Experience Benchmark Self service Customer Care 60

Taylor Reach Group

AUGUST 29, 2017

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Digital Customer Experience Strategy Summit – September 19 -20. By: Sarah Hill – Stapley. NECCF – Fall Forum – September 19.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

Totango

JANUARY 23, 2020

Churn is usually a result of the customer experience—and you can improve the customer experience in your everyday customer success efforts. Before we dive into key churn management strategies, it is important to understand the impact of customer turnover and principal reasons why customers leave. .

Enterprise 111

Enterprise B2B Management Best practices 111

Totango

SEPTEMBER 1, 2020

Renewal Is a Product of the Customer Experience. The above list of common causes of churn should make it clear that churn is not a failure of customer success renewal efforts. Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience.

Enterprise 111

Enterprise Construction Customer retention Metrics 111