Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. RESPONSIBILITY The responsibility of business leaders is not to develop the business. It’s to develop their people. ASSETS Your employees are not your most important assets.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Adrian Swinscoe

JUNE 18, 2023

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined […] The post Developing empathy within ourselves and the machines that we build – Interview with Minter Dial first appeared on Adrian Swinscoe.

190

190

Intercom, Inc.

APRIL 14, 2022

I am delighted to share that our senior leadership team here at Intercom continues to grow. Previously the Chief People Officer at Alteryx, David has over 20 years of experience building motivated, highly engaged teams and developing values-driven people programs. Prior to Alteryx, David was the CPO at Vlocity.

Real Estate 129

Real Estate B2B Customer Experience 129

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. Call center development is an essential subset of any overall business development plan. 1 Develop Your Contact Center Managerial Skills

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Helpt

FEBRUARY 27, 2024

Leadership and Decision-Making : Strong leadership is critical for guiding your team toward success. Here are some ways you can identify potential leadership qualities in your team. Sharpening Leadership & Decision-Making Skills : Provide leadership development opportunities for your team members.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Tracy Montour. Syed Ali Hasan.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom, Inc.

MAY 20, 2019

Developing your product design career as an individual contributor. The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work. What about in five years? What’s next for me?

Engineering 223

Engineering Innovation AI 223

ECXO

MAY 14, 2024

Develop customer-centric solutions: Focus product development on the problems customers need to solve. This involves: Empathy: Understanding the feelings and needs of both customers and employees, can lead to more compassionate business practices and product development. This self-awareness shapes authentic interactions.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. It’s very transparent, very collaborative, and filled with really smart, amazing people.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche. (L-R)

Artificial Intelligence 260

Artificial Intelligence AI Sales Innovation 260

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. You will inspire and empower them to develop themselves and engage others. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. What do you think?

Hospitality 97

Hospitality Hospitality Social Media CX 97

Shep Hyken

OCTOBER 18, 2022

How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.

Customer Service 98

Customer Service Customer Experience 98

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Customer Think

FEBRUARY 15, 2024

Rika Cuff, Senior Vice President of Scholastic and Champ Sales at Herff Jones, discusses the importance of sales leadership in sales culture development. She emphasizes the power of recognition and fostering a culture of trust and consistency.

Sales 57

Sales 57

TeamSupport

NOVEMBER 15, 2023

You may be able to train internally for these new leadership roles or bring in new talent. In fact, companies will need better customer support leadership to handle more challenging support cases and manage new technologies. These new roles may require 5% to 15% of total support staff.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

NGDATA

FEBRUARY 20, 2024

Clarity is essential for credit unions to achieve growth in leadership, strategy, branding, marketing, and member experience. To succeed, credit unions must have a clear vision, develop strong leaders, create a focused brand, use targeted marketing, and provide consistent member experiences.

52

52

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Customer Think

APRIL 18, 2023

I became enamored of the concept Servant Leadership in the 1980s. Developed by Robert Greenleaf, it’s defined thus: a philosophy and set of practices that enriches the lives of individuals, builds better organizations and ultimately creates a more just and caring world.

85

85

Futurelab

MARCH 20, 2022

Does this sound like your company’s leadership: When it comes to developing your product roadmap and prioritizing customer feedback, you’ve got a CEO who knows exactly what to build but with no consideration for customers and what problems they need to solve. Life’s too short to build something nobody wants. ~

Customer-Centric Organization 130

Customer-Centric Organization Customer Feedback Gaming Customer Experience 130

Customer Think

JANUARY 12, 2024

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast discuss how building excellence in sales leadership starts with having the right team. Developing the necessary soft skills, such as coachability and resiliency, is crucial for success in […]

Sales 44

Sales 44

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. If you’re a senior engineer and want to further your career, what skills should you develop? How do we fix it?”

Engineering 274

Engineering Start-ups Non-Profits Construction 274

ECXO

NOVEMBER 19, 2023

His research focuses on organizational maturity, design leadership, and customer-centricity. Notably, he is the creator of the Customer Centricity Score (CCS) and the author of the acclaimed book “Leading Design”, a guidebook for developing design-centric organizations.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. This dichotomy underscores the urgency for CX leaders to comprehend and leverage AI for operational efficiency and amplify their leadership impact.

AI 52

AI Artificial Intelligence Social Media CX 52

Totango

FEBRUARY 23, 2024

The first months in a leadership position are critical to setting the tone for your future with the organization. Practice the “team one” principle The “Team One” principle is essential for everyone in leadership roles to remember. years on average. It’s so easy for us leaders to focus on our team.

Start-ups 100

Start-ups Business Growth Sales 100

Experience Investigators

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Shep Hyken

FEBRUARY 22, 2022

Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. Every leader needs to understand their leadership style. Stephanie is an advocate of employee empowerment and dynamic leadership. What is dynamic leadership? Teaching Employees How to Smile.

Start-ups 108

Start-ups Customer Service Customer Feedback 108

Taylor Reach Group

APRIL 23, 2021

Potential successors need development. An interim manager can bridge that gap, developing candidates and providing feedback on their strengths and opportunities. Leadership responsibilities can be delegated to them, letting them grow in a safe setting, without the full weight of the contact center on their shoulders.

Contact Center 123

Contact Center Customer Relationship Management Education Start-ups 123

Fonolo

MARCH 28, 2023

Developing customer service policies and procedures : The role involves creating and implementing policies and procedures that improve the customer experience, reduce customer complaints, and increase customer satisfaction. Step 3: Develop your leadership skills Strong leadership skills will be crucial to your success in this role.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

The DiJulius Group

SEPTEMBER 2, 2020

In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. They have created so many amazing programs focused on developing great leaders, which is built. The post 019: Leadership Lessons from a Legend! Read Full Article.

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98

Intercom, Inc.

NOVEMBER 23, 2021

. “We’re serving as the crucial communication layer, allowing businesses to develop and maintain fruitful relationships with their customers” Intercom is right at the heart of a transformation where all businesses are effectively becoming internet businesses, no matter their industry or field. Welcome Sanj Bhayro, VP, EMEA Sales.

Legal 118

Legal Sales Technology Technology 118

Inside Customer Service

JULY 8, 2021

The concept was first developed based on research from the Center for Creative Leadership that showed leaders developed their skills from a variety of sources: 70 percent of their skills came from challenging assignments. While originally derived from leadership training, it's a good model to follow for other training topics.

Customer Service 148

Customer Service 148

Service Quality Institute

SEPTEMBER 13, 2023

I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. Colin Baker from Leadership Staff expanded on the 14 principles. Strategy Leadership: Amazon is very effective and driving this philosophy with everyone in a leadership position, They have over 1,650,000 employees.

Innovation 52

Innovation Healthcare Start-ups Sales 52

SurveySensum

MAY 6, 2024

You can get an idea by checking out your competitors’ websites or consulting with an experienced web developer. Content Marketing for Thought Leadership It is about presenting you as an expert with a unique point of view. You will need to produce thought leadership content that can help you establish yourself as a thought leader.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Steven Van Belleghem

JANUARY 17, 2023

Her blog offers a strong focus on the leadership part of cx. Major topics include Customer Experience, Customer Engagement, Leadership, and Technology. She is also a vocal advocate for workplace diversity and inclusion and promotes recruiting and developing talent from underrepresented groups. Check it here. CustomerThink.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Customer Think

DECEMBER 12, 2021

I hope that some of them have open mindsets and considers questioning their leadership and responsibility to their people and organizations. The post Leadership Malpractice first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Lately, there have been a lot [.].

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62

Execs In The Know

NOVEMBER 1, 2021

Combined with “Development Plans” that truly develop, and an unmatched set of agent tools, DISH Network has implemented an approach both unique and effective in its development of its people. A Development Plan Should Actually Develop. If done right, a development plan isn’t reactive, it’s proactive.

Construction 98

Construction Innovation Customer Service Customer Experience 98