Magellan Solutions

DECEMBER 11, 2023

Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. In the early 2000s, call centers were booming, and Etelecare was creating waves in the BPO industry. What’s fascinating is Fred’s realization during his work at a call center.

Leadership 52

Leadership Industry Call Center Culture 52

Retently

JULY 28, 2023

The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. He also did a good deal of 1-on-1s with other senior executives on what mattered to them, and visited stores/spent time in call centers. Work is about people: This goes from CEO to call center.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

ShepHyken

JULY 31, 2018

When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits. Quotes: “You can easily tell whether or not a company’s leadership cares. About : Scott Walker is the CEO of ethosIQ.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits. Quotes: “You can easily tell whether or not a company’s leadership cares. About : Scott Walker is the CEO of ethosIQ.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Talkdesk

AUGUST 19, 2016

So many times, company leadership gets caught up in numbers, trends, or even just staying afloat that they fail to hear the most important information that comes from their customers. “As However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

Talkdesk

AUGUST 19, 2016

So many times, company leadership gets caught up in numbers, trends, or even just staying afloat that they fail to hear the most important information that comes from their customers. “As However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40