Thu.Sep 08, 2022

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5 proven coaching strategies to improve contact center culture and productivity

Callminer

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strategies.

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The Boss With Low Standards

The Belding Group

Have a Boss With Low Standards? Here’s What To Do Some bosses just don’t seem motivated to perform at high levels. Nor do they seem interested in motivating their teams to perform at high levels. They’re quite happy, it seems, with mediocre — which can be a frustration for team members who would like […]. Shaun Belding | www.shaunbelding.com.

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5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

<iframe title=”Embed Player” src=”[link] height=”128″ width=”100%” scrolling=”no” allowfullscreen=”” webkitallowfullscreen=”true” mozallowfullscreen=”true” oallowfullscreen=”true” msallowfullscreen=”true” style=”border: none;”></iframe> Over the 20 years of my Customer Experience consultancy, I have led Customer Experience program implementations.

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Self-Service Checklist – What You Need

TeamSupport

Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good. You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Top 10 SaaS Survey Software & How to Choose the Right one?

Zonka Feedback

When it comes to choosing the right SaaS survey software, there are plenty of things to keep in mind. For starters, you should be able to collect actionable product feedback data from customers, segment the data into categories relevant to your survey goals, and close the loop faster.

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7 Steps to Better Call Center Quality Monitoring

Fonolo

No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. Why does it matter? The main goal is to ensure your customers are receiving consistent, top-notch service and customer satisfaction (CSat) scores are high. After all, what is a contact center without happy customers?

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Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback

Waypoint Group

Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

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New Programs and Upgrades of our Customer Service Programs

Service Quality Institute

Service Quality Institute is spending a lot of money and time upgrading our programs, so you have the best material in the world to use. Leading Empowered Team for An Awesome Customer Experience. I have spent the last several months upgrading the two-day seminar. The focus is on Empowerment, Coaching & Feedback, Teamwork, and How to Create a Better Customer Experience.

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Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback

Waypoint Group

Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

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How appreciation can boost customer service employees

Inside Customer Service

"This is discrimination!" The passenger in the row behind me was throwing his second tantrum of the flight. The first one happened after he walked from the main cabin into first class to use the restroom. Three flight attendants were working in the front galley and one of them politely asked him to use the restroom in the main cabin. He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How Better Service Leads to Wild Success: Lessons from Singapore

Uplifting Service

[link]. How does uplifting service set your organization up for more success? My clients routinely see more revenue, profits, efficiency, customer loyalty, and employee satisfaction. And those results all stem from the process of building an exceptional service culture. That’s because service is about understanding what others want, need, and value – and then finding ways to create the value they desire.

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The Worrying Cost of Sales and Marketing Misalignment

SugarCRM

Having had to rethink operational strategy and seek support from digital products and services to stay afloat during the past two years, companies face another scenario—the cost of the misalignment between sales and marketing teams. New research from SugarCRM shows that most (55%) of sales and marketing professionals cannot identify customers at the risk of leaving, with 71% suspecting customers are leaving due to poor customer service or experience.

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How Better Service Leads to Wild Success: Lessons from Singapore

Uplifting Service

[link]. How does uplifting service set your organization up for more success? My clients routinely see more revenue, profits, efficiency, customer loyalty, and employee satisfaction. And those results all stem from the process of building an exceptional service culture. That’s because service is about understanding what others want, need, and value – and then finding ways to create the value they desire.