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In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management. To explain how to overcome the affects of a bad boss she talks about a character Pierre that was placed into a low performing subsidiary as a COO.
Business are spending more and more each year to bring in new clients. In management and business courses, one of the classic ideas in business is that it costs much more to bring in a new customer than to keep a customer. With advertising, online ads, marketing campaigns from a White Label SEO Services , etc. It’s each to overlook one of the greatest assets business have in their marketing efforts: the existing customer base.
With Black Friday behind us and Christmas fast approaching, you’re probably already in the midst of seasonal call volume peaks that occur for many businesses. In fact, you may have noticed that this year, and perhaps over the last few years, this peak has increased due to changes in the shopping practices of your customers. Online and telephone shopping may be displacing some portion of your in-store sales.
Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […].
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer.
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I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer.
Background. Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success. This efficiency and quality can be divided to two major categories: Information & Technology.
'In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed!
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family. June and Ward (Cleaver) were conscience parents that viewed their responsibility for instilling values to their boys (Wally and Beaver) as an duty to the world. They did’t use force or intimidate to teach the boys lessons but used verbal communication and leading by example as the methods.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way. I have met many people in my life that have expressed the same sentiment. Have you? Think about your workplace for a moment.
What happens when your needs aren’t met? Can you recognize this in yourself? What about in others? A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. Why is this important? Let’s look at how a simple ‘unmet need’ follows a process to manifest into all out dysfunctional conflict; conflict that hurts relationships and damages great businesses.
Saying your people are your greatest asset is a very nice marketing statement. But would your integrity be questioned because there is no sustainable application to make it happen. The truth is, people aren’t your greatest asset, unless they’re provided guidance on how to build stronger relationships at work. When relationships at work are strong employees perform better as individuals and in teams.
An expert, is an individual who has made all of the mistakes that can be made and has learned from them. It’s a fact of life that most people fail when attempting to do something for the first time. In business, you will often find your team members not doing things correctly at first. The process of making mistakes is natural, your team will make mistakes and if you are to be an effective manager and great leader, you will let them make those mistakes.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Recently the following question was posed: “As a manager, is it important to address your team when someone leaves the company?” The answers varied based on the individual offering the answer and it generally told a lot about that individual, their corporate background, age, and professional experience. The landscape of how businesses and managers operate with employees and customers has changed.
One of the fundamental principles of creating effective employees and to create an outstanding team in your organization is providing effective feedback on the performance of your team members. The Manager Tools series spends quite some time discussing the topic of effective feedback and I wanted to condense it to a few quick how-to’s in giving employees feedback.
Having a conversation with our employees about how to maintain or improve their job satisfaction if one of the most effective ways of achieving higher levels of employee motivation and performance. Today we have a guest post from Joan Henshaw, a 15 year veteran trainer of business owners and managers. Joan has extensive experience in developing employee/manager relationships and how to be able to develop a great workplace atmosphere for employees and managers.
We all know what is feels like to be a member of a great team. Even if you only experienced it for a short time, you know how fantastic it feels to have strong relationships at work , be stress free, confident, fulfilled, optimistic, and full of gratitude to be a member of a winner. When you feel like you are part of a great team your employee engagement is high.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].
Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].
Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Many of our blogs have been on the subject of key metrics and how you can use them to contribute to the bottom line of your business. This month, we’re going to look at challenges in the healthcare industry and how contact centers can turn improved service into successful results while managing costs. The Challenges Healthcare is expensive. Whether you’re a supplier of products or services, or a patient in need of them, there’s no question that costs in this industry are becoming prohibitive.
It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […].
Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business. We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.
Globitel Launches “My Status” Service for its Customers. Globitel , the worldwide leading telecom solutions provider, has recently launched a new innovative service in the telecommunications and information technology solutions market called “My Status”, allowing users to specify their general status to all callers, some callers, or specific callers.
Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way. Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence.
Globitel Hosts Ramadan Iftar for its Staff in this Holy Month. During the holy month of Ramadan, Globitel , the leading telecom solutions provider, hosted an Iftar for all its employees and their families at the Marriott Hotel. More than 120 Globitel members and their guests were present at this joyous event, while strengthening the bond of affection between them.
Globitel Organizes Ramadan Iftar for Orphans. Amidst a festive Ramadan atmosphere, Globitel , the leading telecom solutions provider, has recently hosted an Iftar for orphans at Tazej Restaurant, in the presence of several company employees, aiming to closely bond with the orphans during the holy month. More than 50 orphans enjoyed the event and the company of the employees, and conveyed their delight in such a righteous gesture by Globitel , where they were given the chance to intermingle with
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