TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

FEBRUARY 8, 2023

Episode 10 of Origins & Journeys is out with Steven Michael Bederman as he shares his origin story into the contact center industry. Uh, I went through a similar process when I wrote my book. It’s actually in the DMV handbook? So I thought, now that I’ve got you on, we can actually focus on leadership. What do I do?

Handbook 52

Handbook Leadership Contact Center Industry 52

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . In her brilliant book “Fusion: How Integrating Brand and Culture Power’s the World’s Greatest Companies” , Denise Lee Yohn makes it exceptionally clear that this is the linchpin to a customer-centric culture.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . In her brilliant book “Fusion: How Integrating Brand and Culture Power’s the World’s Greatest Companies” , Denise Lee Yohn makes it exceptionally clear that this is the linchpin to a customer-centric culture.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Kustomer

SEPTEMBER 6, 2018

He’s also the President of the Northeast Contact Center Forum , which puts on quarterly events for contact center and customer experience professionals. Every management book will tell you that you need to empower your associates. I discovered the phrase in a book by Chip R.

Exercises 61

Exercises Handbook e-support Contact Center 61

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130