Peter Lavers

JULY 8, 2015

WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ. Date: Thursday 10th September 2015. Time: 7am – 10am. Click here to register.

Customer centricity 133

Customer centricity Management 133

Myra Golden Media

APRIL 15, 2017

. • I have been through other customer service related seminars and Myra’s by far was the best I have ever completed! • Amy Spence, Training Service Manager, West Education Group. I felt the small group discussions were a great way to get my thoughts and ideas across in a safe, friendly environment.

Education 174

Education Personalization Customer Service Management 174

TeleDirect

DECEMBER 20, 2024

Teledirect Advantage: Teledirect excels in inbound customer support , handling tasks like appointment scheduling , seminar reservations , and issue resolution. Teledirect Advantage: Teledirect utilizes state-of-the-art tools, including Automatic Call Distributors (ACD) and Customer Relationship Management (CRM) systems.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

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. Being a good agent does not translate to being a good supervisor. To be static and complacent is to invite defeat.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Myra Golden Media

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. I have had the pleasure and the privilege of attending several seminars given by Myra Golden. You will not be sorry.”.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Totango

JANUARY 23, 2020

Before we dive into key churn management strategies, it is important to understand the impact of customer turnover and principal reasons why customers leave. . These risk factors can be avoided if you employ practical, outcome-based churn management strategies. 7 Effective Churn Management Strategies. Why Churn Matters.

Enterprise 111

Enterprise B2B Management Best practices 111

CX Accelerator

OCTOBER 26, 2019

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. In a weird geekish way, I ran fictitious leagues simulating all potential outcomes of every NBA game each year on Lotus 123.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

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. In a weird geekish way, I ran fictitious leagues simulating all potential outcomes of every NBA game each year on Lotus 123.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

Taylor Reach Group

MAY 14, 2020

Clifton, Jim & Harter, Jim (2019) It’s the Manager , pp. You’ll be the “great boss example” they cite in future training seminars. According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. 102-103, New York: Gallup Press).

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. By using assessments such as The Predictive Index and storing the information in an applicant tracking system, managers can anticipate the best fit for new employees.” ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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

The Contact Center Guide to Managing Spikes in Call Volume. As success leaders and call center managers, you need to be an example for your agents. Strong call center managers are on the floor helping agents, encouraging them, and helping them succeed. Be strategic in your workforce management, or scheduling.

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. During her speech, Rachel shared that one of the major issues in contact center management is the underutilization of data.

outsourcing 8

outsourcing Construction Contact Center Banking 8

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. I heard Zig Ziglar say at a seminar nearly two decades ago, "Your input determines your output".

Technology 136

Technology Customer Experience Entertainment Coaching 136

CX Accelerator

OCTOBER 26, 2019

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. In a weird geekish way, I ran fictitious leagues simulating all potential outcomes of every NBA game each year on Lotus 123.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

CSM Magazine

MARCH 24, 2025

.’ This way of learning lets staff learn at their own pace, making it less likely to interfere with a very high workload or any pending deadlines they must manage. Watching a three-minute video is much more achievable than a half-day seminar. It also makes the material far less intimidating.

Upselling 52

Upselling Education Feedback Management 52

Fonolo

JULY 27, 2021

It can also help them practice self-awareness in their work and identify areas for improvement, creating a more collaborative dynamic between agent and manager. Call center agent training can take the form of courses, seminars, videos, and other activities that teach and inform agents about successful work practices.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

CSM Magazine

OCTOBER 13, 2022

Too many managers think the annual performance review is enough appreciation. Too many managers, supervisors, and department leaders think with their head instead of their heart. Everyone wants to feel valued, loved, and appreciated. Their verbal communication skills are weak. About the Author.

Customer Service 105

Customer Service Healthcare Coaching Consulting 105

Myra Golden Media

JULY 15, 2019

Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Yet, many supervisors and managers do jus this – hand employees a scorecard and say “Good job” or “Do better.” This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches.

Calibration 153

Calibration Coaching Morale Feedback 153

CrazyCall

NOVEMBER 12, 2018

It can be argued that a great sales team is one of the most crucial aspects of running a business, and with having a hard-working sales team comes the big job of sales team management. Learn how to manage a sales team, and be sure you can bring in the money to compensate the team members. How to manage a sales team?

Sales 91

Sales Management Education Accountability 91

Taylor Reach Group

MARCH 20, 2020

Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic. Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Create and maintain dedicated, quiet spaces for relaxation activities.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. After all why would we want home agents, speech recognition, higher quality or better staff morale and management?

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Totango

MARCH 8, 2022

Hosting CS webinars, teleconferences, and seminars. Support CS managers with information and advice from the community. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Customer Success Managers in Action.

Best practices 122

Best practices SaaS B2B Marketing 122

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. To help, we’ve created six email templates you can use for a variety of customer events, including: Customer success manager introductions. Sincerely, [CS Manager Name].

Feedback 115

Feedback SaaS Surveys Accountability 115

CSM Magazine

MARCH 1, 2022

What is conflict management? Conflict management is the implementation of strategies to eliminate the negative aspects of disputes and accentuate the positive ones. PollackPeaceBuilding.com provides professionally instructor-led training workshops and seminars for employees, managers, and executives at organizations.

Management 52

Management Personalization 52

CSM Magazine

DECEMBER 2, 2024

This entails actively listening to patients, being empathetic, managing expectations, and providing clear and timely updates. Telemedicine Telemedicine has been shown to improve the capacity of healthcare providers to manage patient care efficiently, without the need for physical presence.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

Education Services Group

OCTOBER 15, 2020

Chae Stewart, Digital Customer Success Manager. There was even a debate session, which managed to be both hilarious and informative. What I saw throughout the day was something I have not seen in previous online seminars. Jennifer Kolle, Customer Success Manager. Jiho Han, Business Development Manager.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Joe Rawlinson

APRIL 7, 2020

Practice macro-management to promote independence. Macro management helps a lot in situations like these company supervisors cannot individually check on every employee knowing that they’re currently working from home and on lockdown. Being proactive, creative, and self-sufficient helps a lot in ensuring the survival of a company.

Government 88

Government Technology Management Personalization 88

CrazyCall

APRIL 9, 2019

Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Trish Bertuzzi is also actively involved in the tech community and is the creator and manager of the LinkedIn Inside Sales Experts Group. Lori Richardson. Joanne Black.

Sales 133

Sales Consulting Consulting Coaching 133

TeleDirect

JANUARY 17, 2020

Call center agents do their part, management does their part, and everyone else pitches in with unique contributions. If you’re having a seminar or important meeting, client attendance is everything. TeleDirect’s agents include top trained, professional assets for any industry. Involve key stakeholders. Rate your reservation services.

Best practices 93

Best practices Call Center Business Process Outsourcing Entertainment 93

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. According to Gartner , 49% of sales leaders believe accelerating early pipeline and lead generation and management efforts are most critical to the success of their organization in the next 6 months.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

SharpenCX

APRIL 28, 2021

And in fact, I kept thinking about what makes a good manager and how leaders can use lessons from Schitt’s Creek to not only improve community among their teams but to improve individual performance, too. So, I’m here for a quick philosophy seminar. And, the best managers spend 75% of their time coaching. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

Inbenta

JUNE 2, 2021

The sudden switch to remote work has introduced additional work to Human Resources, who have had to revamp their people management operations and respond to the massive influx of employee requests for assistance. It may seem a bold statement, but even smoothly managed organizations are prone to human error.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

OctopusTech

MAY 10, 2018

Seminar Reminder. In case you are holding a seminar, having a telemarketing team at your side will greatly assist you by calling the attendees the day before in order to reconfirm the starting time and the venue. This soft-sell approach is turning out to be more successful than an overt sales approach. Assisting Retailers.

Telemarketing 63

Telemarketing Advertising Scripts Sales 63

teleopti

OCTOBER 9, 2018

On March 28, Teleopti together with ICCA (Indonesia Contact Centre Association), VoiceCyber and our Indonesian partner Jaya Teknik arranged a launch seminar for the WFM solution Teleopti WFM at Crowne Plaza Hotel in Jakarta, Indonesia. With over 180 participants, almost all WFM Planners in Indonesia were attending.

Management 48

Management 48

Totango

DECEMBER 28, 2021

They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. These can be delivered through formats such as seminars, workshops, certification programs and degree programs.

Benchmark 102

Benchmark Best practices Education Surveys 102

Andrew Mcfarland

SEPTEMBER 23, 2022

A business development manager’s primary duties include prospecting cold leads and contacting qualified prospects. Although marketing departments have their processes for vetting prospects, business development managers are often the first point of contact for qualified leads. They also manage the relationship with key clients.

Management 48

Management Brand ambassadors Education Metrics 48