North Highland

SEPTEMBER 13, 2019

This blog series looks at the role of people-centricity in talent management strategies that differentiate organizations from their competitors. This correlation is acutely important in today’s talent market. Compounding the challenges that companies face in the “War for Talent” are evolving career motivations.

Management 45

Management Employee Engagement Consulting Financial 45

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

West Monroe

MAY 29, 2019

With 1 million more job openings than unemployed workers in the United States , retaining talent through an integration is more critical than ever. We’re working through our own cultural integration right now after our acquisition of Waterstone Management Group. For more information, please contact Sean Adkins or Colleen Campbell.

Net Promoter Score 40

Net Promoter Score Management Roadmap Culture 40

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Leverage a cloud-based project management platform to keep the transition on track. Love them or hate them, in business, as in life, transitions are inevitable. Don’t park your humanity at the door.

Customer Care 177

Customer Care How To Sports Case Study 177

North Highland

SEPTEMBER 13, 2019

This blog series looks at the role of people-centricity in talent management strategies that differentiate organizations from their competitors. A “one-size fits all” approach to talent management is no longer enough for companies seeking to build and sustain their position as an attractive destination for top talent.

Management 40

Management Consulting Culture Guidelines 40

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

SEPTEMBER 28, 2018

Without a workforce that is highly engaged with their work, organizations have little hope for retaining talent, delivering on necessary outcomes or sustainably growing the business. Performance Management Software Solutions. Here are seven effective HR tech solutions that deliver on this promise. Career Pathing Resources.

Employee Engagement 106

Employee Engagement Engagement Software Technology 106

BlueOcean

OCTOBER 4, 2023

Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. It is all about a combination of culture and technology, as our latest blog explains. Published on: June 04, 2021.

Management 127

Management Culture Trends Interaction 127

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Losing top talent (current employees or prospects).

Communication 81

Communication Leadership Airlines Social Media 81

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Product Manager HQ.

Resources 80

Resources Management Conference Groups 80

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs.

Customer Service 107

Customer Service Tourism How To Retail 107

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Invest in communication skills training for your team.

Leadership 98

Leadership Culture Communication Exercises 98

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Strategy 113

Strategy Management Social Media Brands 113

Uniphore

DECEMBER 6, 2021

Management Competency. Management competency and strong leadership are central to the success of any contact center. This encompasses a wide range of skills: instilling company culture, maximizing efficiency, inspiring agent performance, encouraging engaged customers and managing relationships with the C-suite.

Contact Center 130

Contact Center Leadership Training Technology 130

Customer Bliss

MARCH 23, 2022

In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” ” Attract the Right Talent Through a Culture of Trust. Hiring is frenzied with nearly 11.3

Case Study 139

Case Study Culture Study Company 139

Uniphore

JUNE 9, 2021

Reassess your talent strategy in a new lens of “digital fluency” With more than 50 percent of enterprises surveyed anticipating a remote/partially remote workforce post-COVID-19, the digital-first contact center is now a reality—and one that requires a fresh talent acquisition perspective.

Engagement 246

Engagement Contact Center How To Metrics 246

GetFeedback

FEBRUARY 15, 2019

Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent. Emily advises startups and small businesses on their employees, getting the best talent, managing conflict and so on. In her free time, you’ll find her writing for her blog. Connect on an emotional level with your customers.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Calabrio

DECEMBER 18, 2020

On a macro level, analytics software is revealing crucial and even surprising information about the overall business to help guide management decisions. Predictive analytics can enable management to look ahead and run ‘what-if’ scenarios that help with risk assessment, sales forecasting and resource management.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

ShepHyken

MAY 12, 2017

Having self-doubt can cause havoc within a business, and it won’t allow you to manage in the way you need to and are capable of. Great leaders know the secret ingredient to managing well is to speak with candor and to be honest with others. The best leaders are those who take their craft and their management very seriously.

Leadership 79

Leadership How To Airlines Management 79

Totango

MARCH 15, 2022

Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls.

Customer Success 98

Customer Success Customer Journeys Resources Technology 98

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. 2020 was a tough year for everyone. Why Follow HR Influencers?

Social Media 98

Social Media Tips Conference Leadership 98

NICE inContact

JANUARY 29, 2019

Develop Great Supervisors – There is a saying that employees don’t leave companies, they leave managers. In an industry where many supervisors were promoted because they were competent agents, it’s important to develop them so they can also be competent managers. What is the new assistant contact center manager like?

Call Center 164

Call Center Contact Center Culture Feedback 164

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. AI can pinpoint waste and repetitious patterns, enabling managers to make solid defensible cases for new projects, tearing apart dysfunction and rebuilding it.

Customer Experience 86

Customer Experience Telecommunications Fashion Technology 86

Calabrio

DECEMBER 18, 2020

On a macro level, analytics software is revealing crucial and even surprising information about the overall business to help guide management decisions. Predictive analytics can enable management to look ahead and run ‘what-if’ scenarios that help with risk assessment, sales forecasting and resource management.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

ChurnZero

NOVEMBER 29, 2022

However, I found there were two flaws in our customer management process. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent. We had the talent. But compensation plans are too large and complex of a topic to cover in a short blog.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Clarivate

MAY 10, 2023

We are happy to continue the global celebration of World IP Day by spotlighting our women IP experts, whose ingenuity and talent pave the way to major breakthroughs. Here is the story of Jill Power, Senior Director of Product Management at Clarivate. I have never been bored in my 22 years — stay curious!”

Meeting 52

Meeting Leadership Innovation Industry 52

Integrity Solutions

MARCH 18, 2021

Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.

Sales 130

Sales Strategy Effort Score Tips 130

North Highland

JUNE 5, 2019

How to Win the Talent War and Keep Star Performers at Your Door. In the previous installment of our managed services series, we explored how to inspire high-performance talent through purpose-driven missions and employee-engagement strategies that are tied to personalized motivations. Rise above the fray.

Culture 75

Culture Employee Engagement Strategy Connections 75

CSM Magazine

APRIL 21, 2023

Not to mention that with remote-only workforces continuing to grow, using outsourced talent is becoming the norm. Leveraging their talent and expertise means that you can more easily scale up or down as your workflow demands change. Use Freelance Content Writing and Blogging Finding the right content writer is worth its weight in gold.

Social Media 52

Social Media System Resources Data 52

CSM Magazine

OCTOBER 24, 2023

These technologies are poised to revolutionize the way companies find and hire top talent. In this blog, we’ll delve into the future of ATS and AI in recruitment, and what job seekers and employers alike should be prepared for.

System 52

System Chatbots Analysis Technology 52

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. By maintaining a satisfied workforce, organizations can reduce turnover and retain valuable talent. Where would you prefer to work?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Comm100

AUGUST 21, 2023

In this blog we will explore what standardized testing is and dig into the pros and cons of standardized testing for schools and students alike. GMAT (Graduate Management Admission Test): This test is used for admission to MBA programs and some other business-related graduate programs. What is standardized testing in higher ed?

Effort Score 130

Effort Score Policies Course Culture 130

Clarivate

JANUARY 4, 2024

We are proud to share the wonderful stories our women IP experts, whose ingenuity and talent pave the way to major breakthroughs. Read more from our blog series on Clarivate women experts. Here is our next story in the series, spotlighting Pooja Pandey, Senior Director of Service Operations at Clarivate.

Meeting 59

Meeting Telecommunications Innovation Connections 59

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Guidelines Customers 118

Clarivate

DECEMBER 6, 2023

Changing expectations will undoubtedly influence the current norms of IP law and practice, forcing the industry to reimagine the roles of people, process, data and technology in the way IP is created, protected and managed. Cloud-based solutions, such as IPFolio from Clarivate , enable IP operation management from a flexible, centralized hub.

Government 59

Government Resources Industry Technology 59