Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT. The post Customer Journey Management – it’s not just about the mapping!
On strategic management in CX
DECEMBER 15, 2016
This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. These questions, all tied to strategic management, should be top of mind for you — even if you’re working from home the next few weeks. Strategic management and the four pillars.
5 Tips for Managing Customer Expectations
OCTOBER 27, 2016
With careful consideration and a few adjustments, you could be a master of customer expectation management. In this post, we’ll explore what different experts have to say on managing customer expectations so that you can create loyal customers for life—the kind that can’t stop recommending you to all their family and friends. What steps do you take to manage customer expectations?
How to really do strategic management in CX
SEPTEMBER 1, 2016
I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. If you define a bunch of logistics and call that “strategic management,” you’re somewhat missing the point. 20 and a new post.
How To Manage Your Customer Lifecycle for Mutual Success
DECEMBER 13, 2016
In this article, I will discuss the seven categories of Customer Lifecycle events and how Customer Success professionals can leverage each of these to maximize the value of their solution: Customer Lifecycle Management Customer Success ManagementWhy Some Touchpoints Matter More, and What To Do About It.
Reputation Management or Customer Experience Management?
SEPTEMBER 16, 2014
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? This is great for customers, but some companies aren''t thrilled with these review sites or with social media; they often don''t have the staff to manage it all, and they don''t want their dirty laundry aired in public to millions of people. Or both?
The Key to Performance Management Success
APRIL 26, 2016
Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. Staying on top of your KPIs enables each agent, supervisor or manager to have the insight needed in order to move the needle. This is especially true in a contact center environment.
Words Matter: How to Manage Customer Expectations with Better Communication
DECEMBER 8, 2016
Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. Always Be Specific. “? Give Yourself Wiggle Room.
Management #PeopleSkills: How Procedures Quietly Block Listening
JULY 17, 2016
Use management people skills to ensure these 4 situations don't ruin your success. The post Management #PeopleSkills: How Procedures Quietly Block Listening appeared first on KateNasser.com. Don't let procedures block listening. Tips from The People Skills Coach™.
7 Ways Brands Profit From Customer Experience Management Programs
ICC Decision Services
JULY 13, 2016
Why do leading brands manage their customer experience? Managing the customer experience has obvious benefits , of course. Why the mystery shops, customer satisfaction surveys, and in-store customer interviews? Forget “It’s nice to know how we’re doing.” These brands are laser-focused on the bottom line. And believe me, they do. But there’s a lot more to it than that.
The Customer Experience Management Cheat Sheet [INFOGRAPHIC]
Win the Customer
MARCH 20, 2015
Call Center Customer Experience Customer Service Infographic Management Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.
6 Keys to Successful Contact Center Technology Change Management
DECEMBER 14, 2016
Some of these factors include your organizational change readiness, your organizational structure and resources, the quality of the agents and contact center management team, how the tool is used, and your adoption strategy. . The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Call Center Best Practices Contact Center Management Customer ExperienceChange is hard. As humans we are creatures of habit. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons. This is natural !
What is Workforce Engagement Management?
JANUARY 25, 2017
A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. Workforce Engagement Management. Time management. Task management. Operations like these often struggle to manage and maintain the desired level of interaction with their employees.
3 Critical Change Management Steps
FEBRUARY 24, 2016
The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. I agree with them all. Blogs
Why Knowledge Management Is Important
DECEMBER 8, 2016
Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.
7 Tools for Server Management
MAY 2, 2016
Of course, as you deal with technology in your enterprise activities, there is a need to manage your servers continuously. Fortunately, there are a lot of server management tools that you can utilize to keep your server efficient and reliable. Here are some of the tools you can use to help you manage your virtual and physical servers. Microsoft Azure Stack. StorSimple. UpGuard.
8 Things That Prove You’re Not Ready to be a Manager
DECEMBER 7, 2015
Those not in management think a manager’s job is easy. So, how do you like being a manager now? “It’s I’ve been parking next to the side door for years but now the boss wants me to “act like a manager ” and park where I’m supposed to. Hey, I got in trouble for the same stuff before I was a manager. Do you have any managers like this? What happened?
6 Reasons Why Senior Managers Get So Soft
JUNE 22, 2015
The post 6 Reasons Why Senior Managers Get So Soft appeared first on Steve DiGioia and was written by Steve DiGioia. Management manager weak managerThis original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday. Well it finally happened…he is now “the boss“ […].
5 Helpful Contact Center Tools for Managers
APRIL 13, 2016
Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. In order to help your contact center “do more with less” we suggest utilizing a workforce management (WFM) solution.
Multichannel + Escalation Management = Omnichannel
FEBRUARY 23, 2016
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue. Let me share a personal example of how organizations can fail to consider how they manage escalations.
The Marriage of Knowledge Management and Quality Management
APRIL 14, 2016
Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom training, should we do more on-the-job training, or were we hiring the right kind of people?
Coaching vs. Managing
AUGUST 9, 2016
When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes
Why Management Ignores Customers – and 7 Ways to Fix It
FEBRUARY 8, 2017
Executives spend their days dealing with big-picture strategic issues, personnel management and company finances. 3. Put Management Employees to Work. Disney still sends management employees to its theme parks, only now they’re asked to work there one week each year. 4. Put Management Employees on the Phone. 5. Assign Customer Complaints to Managers.
Does Your CX Management Program have an Expiration Date?
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of. View Article
Managing your digital contact center
AUGUST 22, 2016
We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform
The Curious Case of Customer Support Manager Salaries
JUNE 2, 2016
Did you know that customer support managers who work alone earn more than those who manage a team of agents? Looking deeper into the results is where it gets really interesting, particularly when we look at customer support managers salaries: Manager salaries range from $30,000 to $105,000. Another 10% of Managers reported earning less than $30,000. Yet 2.5%
How Should You Manage Your People?
Win the Customer
MAY 13, 2015
Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Call Center Communication Customer Service ManagementThe customer service industry is complicated. Serving customers is an intensely personal, human interaction. Everything we do (more or less) is bespoke.
Production Management in Service Organizations: Operating Blind?
JANUARY 4, 2017
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do the work.
Customer Experience Management: Top 5 Do’s and Don’ts
ICC Decision Services
MAY 11, 2016
Now that product and price are no longer the big differentiators in retail, managing the customer experience is crucial to staying competitive. Unfortunately, many retailers have the wrong idea about customer experience management. Customer experience management is something else entirely. It’s how leading brands become dominant, and how they stay on top.
Talent Management For The Customer-Obsessed Organization
AUGUST 11, 2016
Talent management. Age of the Customer Customer Experience Talent management customer obsessionEmployees are the lifeblood of a customer-obsessed enterprise. No matter how advanced a company's technology, how big its data, or how trendy it's marketing, businesses today simply cannot succeed without employees who devote themselves to customers. However, many companies struggle to build a customer-obsessed workforce because they: Read more Categories: Age of the Customer. customer obsession.
7 Keys to Successful Customer Experience Management
Win the Customer
OCTOBER 24, 2015
Today’s strategy for success needs to increasingly focus more on customer experience management initiatives. Customer Experience Customer Service ManagementSuccessful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers. Here are seven that I think would be important. […].
3 Reasons Why Customer Experience Management is So Powerful
MARCH 14, 2016
Customer experience management solutions are powerful tools for any business. Customer experience management solutions help focus your energy. A strong customer experience management solution can help you prioritize your to-do list, so you can get past analysis and get to work improving customer experience. Which brings me to my point: Some things can seem complicated.
Design Your Knowledge Management Future
MARCH 11, 2016
Contact Centers Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Knowledge Management Call Centers digital Engagement ManagementDesigning a knowledge base involves more than just categorizing a set of content and indexing it onto a page. So, how can we create these types of intuitive, efficient experiences?
Breaking Down Silos for Customer Experience Management
MAY 31, 2015
Breaking Down Silos for Customer Experience Management. Coordinate Managers of Customer Experience. Coordination among managers of various customer experience efforts is one of six success factors identified by the ClearAction CXM Best Practices Study. There is little, if any, coordination among these managers of customer experience in most companies. Silver Bullets.
Knowledge Management: The Journey IS the Destination
FEBRUARY 12, 2016
Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. The KM Lifecycle: Evolving Knowledge Management as a Core Competency. What is often not as well understood is the ongoing effort and focus required to achieve the full measure of these benefits.
Performance Reviews vs. Performance Management
JULY 11, 2016
Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Nearly 10 years ago, Harvard Business School professor James L. Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world
How Effective Are You at Operational Management?
MARCH 9, 2017
Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository for operational data? Back-Office Operations Productivity, operational visibility, back office workforce optimization employee productivity operational efficiency process improvement back office workforce managementIf so, you’re not alone.