Inside Customer Service

DECEMBER 16, 2021

A failure to set clear expectations with job candidates creates a host of problems when those employees are eventually hired. It helps simulate the actual job while also testing candidates' listening and critical thinking skills. Just be sure to sell the real experience. It often happens after just a few days on the job.

Contact Center 148

Contact Center Hospitality Hospitality Retail 148

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. FIND KEEP Your business success is not dependent on how many candidates you find. Get inside their hearts.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” There are a lot of people wanting to enter the retail business. You don’t hear voice tone or inflection or a pause.

Customer Service 103

Customer Service Retail Education CX 103

Taylor Reach Group

APRIL 23, 2021

But those people may not be ready when the center manager leaves. An interim manager can bridge that gap, developing candidates and providing feedback on their strengths and opportunities. Candidates need time to adjust relationships. No potential successors exist. Top leadership doesn’t have time to run the contact center.

Contact Center 123

Contact Center Customer Relationship Management Education Start-ups 123

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. This guides and motivates employees, improving their experience at your company.

Start-ups 254

Start-ups Technology Technology Education 254

Intercom, Inc.

OCTOBER 26, 2021

Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it. It comes down to three things: We’re customer-first: We value positive customer experiences above all else.

Sales 160

Sales Start-ups Touchpoint Education 160

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. This skill isn’t something you can immediately identify in a resume and cover letter, and it’s definitely not something your candidates can take a course in. How to Identify EQ Qualities in a Candidate. CustomerService Click To Tweet.

Contact Center 167

Contact Center Touchpoint Customer Service 167

Callminer

OCTOBER 3, 2019

Enhanced people skills. In the book, The Pursuit of Social Business Excellence , which I co-authored with colleague Brad Martin, we talk about the six critical elements to social business success: Culture, People, Strategy, Process, Structure, and Technology. The character of these people will shape the company’s future.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Hospitality 88

Hospitality Hospitality Education Retail 88

Intercom, Inc.

JULY 13, 2021

That’s why we’re upfront with candidates about what we look for in designers before they interview with us. That’s why we use the same criteria to hire people as we use to evaluate their performance after they join. Intercom regularly surveys employees to understand their experience and what can be improved.

Scorecard 271

Scorecard Start-ups Engineering 271

Fonolo

JANUARY 27, 2022

Good contact center managers instinctively know this, especially since 95% of a manager’s success resides in selecting the right people. It’s key to ask the right questions during the interview, ones that help determine whether a candidate possesses certain competencies. How many people have you managed in the past?

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Beyond Philosophy

OCTOBER 29, 2022

When you have something to sell, it can be challenging to cut through the clutter to get people to care about what you have. In fact, getting people to care about anything can be challenging, whether there is a potential sale involved or not. So, fear motivates the voters to give their vote to the political campaign’s candidate.

Management Consulting 88

Management Consulting Customer Experience CX Sales 88

Fonolo

JULY 28, 2022

University of Toronto professor George Dei said: “Inclusion is not bringing people into what already exists; it is making a new space, a better space, for everyone.” Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience. Let’s take a closer look.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Callminer

NOVEMBER 20, 2019

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.

VOE 140

VOE Legal Government Compliance 140

Fonolo

MARCH 17, 2022

On paper, a prospective call center manager might have all of the above experience. Nobody knows your call center better than the people currently working in it. Assess agent performance and experience, and ask yourself: are any agents ready to advance into a management role? Experience working in a call center.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Intercom, Inc.

NOVEMBER 2, 2021

Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. Yet few managers ask themselves the hard questions: am I the reason people are leaving?

Engineering 291

Engineering Construction Sports 291

Fonolo

SEPTEMBER 17, 2020

Each candidate that comes across your desk will have a mix of introvert and extrovert qualities. They tend to be more comfortable and relaxed around other people, making for better customer communication. But there are challenges that extroverts experience in the call center. The Perfect Call Center Agent Does Exist.

Contact Center 128

Contact Center Sales Customer Service Customer Experience 128

Customer Bliss

AUGUST 24, 2017

Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc. I actually wanted to touch on hiring briefly here in the form of “candidate experience.” It costs money.

Customer Experience 107

Customer Experience Close the Loop Customer Retention 107

Intercom, Inc.

MAY 18, 2018

The inflection point is when you go from only being comfortable hiring star candidates who pose very little risk to taking chances on candidates who don’t tick all the boxes but who have promise and potential. There’s a key turning point for your hiring strategy in a rapidly scaling team or organization.

Construction 222

Construction Start-ups Innovation 222

Inside Customer Service

NOVEMBER 11, 2021

What's struck me about these commercials is the strength of Indeed's brand promise: "We help people get jobs." A great brand promise is a core element from my book, The Guaranteed Customer Customer Experience. Let's start by looking at the connection between a brand promise and customer experience.

Start-ups 130

Start-ups Customer Experience Sales 130

Help Scout

SEPTEMBER 24, 2021

If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and gets them excited to apply. This is where you engage candidates and help them see how they would feel in the role.

Education 113

Education Start-ups Government Sales 113

Customer Bliss

AUGUST 18, 2020

Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience. Pay close attention to how self aware your candidates are. By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Fonolo

AUGUST 18, 2022

But contact center accessibility doesn’t just help people with disabilities—it helps every customer. Visual Accessibility: Blindness, color blindness, and color or light sensitivity are common visual impairments people might experience. At first glance, you might overlook a candidate who’s hard of hearing for a call center job.

Customer Satisfaction 87

Customer Satisfaction Contact Center Customer Service Technology 87

ProProfs

DECEMBER 12, 2022

With more and more people wanting to work from the comfort of their homes, the hybrid work model is expected to grow to 81% by 2024. . Remote hiring assessments are pre-employment tests that companies conduct to gauge the suitability and skills of the candidate and pass them on to the interview stage. . Not so much.

Finance 52

Finance Sales Gaming Start-ups 52

Intercom, Inc.

FEBRUARY 2, 2018

Faced with such high stakes, it’s no surprise some people struggle to make a decision – either good or bad. But in my experience it does reset your brain and focuses you on three critical factors. Empathy for the candidate. Think of all the people who gave you a break or believed in you during your career.

Technology 192

Technology Technology 192

RateMyService

MARCH 26, 2023

Behind great customer experiences, there are great employee experiences! Combined Customer Experience (CX) and Employee Experience (EX) is the key to unlocking your organization’s potential to drive success and growth. This ranges from attracting candidates during recruiting to transitions and even exits.

CX 52

CX Customer Satisfaction Start-ups Customer Experience 52

Beyond Philosophy

JUNE 1, 2018

Don’t worry, few people can. Researchers at MIT asked people as they were leaving a science museum to participate in a survey. The length of the ponchos varied in the scenario by the group of people the researchers asked, but always were available in the three sizes. The longest poncho in any of the groups was around 42”.

Engineering 122

Engineering Start-ups Customer Experience 122

ProProfs

JULY 11, 2022

From spending hours on finding the suitable profiles to sealing the deal with the “ Chosen Ones, ” it still doesn’t always guarantee that the hired candidates will deliver. of recruiters think discovering quality candidates isn’t an easy feat, it can relatively become easier with online testing assessments.

Gaming 52

Gaming Education Start-ups Sales 52

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. In this episode of The Intuitive Customer, we discuss with two behavioral scientists their job descriptions, what they actually do, and what they wish people knew about what they do. Anne Wilson, Ph.D.,

Social Media 193

Social Media Finance Management Consulting Customer Experience 193

Zendesk

FEBRUARY 22, 2022

But it seems like every role requires at least one year of experience, which you might not have. Before disqualifying yourself from a sales career , you should know that your experience doesn’t have to come from an actual sales job—you just need to understand how to transfer your current skill set to the position you’re applying for.

Sales 98

Sales B2B Real Estate Social Media 98

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. But the role of the CX leader does not stop in the interview stage.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. But the role of the CX leader does not stop in the interview stage.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Intercom

AUGUST 4, 2021

When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. For Support Engineers, the questions will explore: Your coding experience. Your experience working with customers in a front-line support capacity. Your ability to fix broken code.

Engineering 119

Engineering Start-ups Education Innovation 119

Help Scout

SEPTEMBER 2, 2021

In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more about service experience. In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites.

Engineering 102

Engineering Education Construction Start-ups 102

ProProfs

AUGUST 13, 2020

Therefore, one solution to this could be an online candidate assessment software that can be customized for every department or clientele from corporate sectors, educational institutions to government institutions for hiring, testing, and evaluating individual performance remotely. Better candidate exposure. Government Sector.

Education 98

Education Government AI Technology 98

Execs In The Know

AUGUST 10, 2021

Despite that fact, employers across the country are searching for ways to find qualified candidates for open requisitions. What that means in practice is not only taking care of your people with proper onboarding, training, and ongoing support, but also enabling them with the most effective processes and technology to succeed.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97