Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Call center turnover occurs for several different reasons.

Call Center 52

Call Center How To Training Customer Service Training 52

NobelBiz

FEBRUARY 10, 2023

And at the end of the day you do it with an added value of compassion, empathy and concern for how the customer feels about it. Steve Bederman was invited on the Customer Service Academy Podcast, moderated by Tony Johnson. That would be fantastic and everyone would be happy to hear about that.

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 52

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. Customers are properly taken care of, and they are satisfied with the service they receive.

Call Center 52

Call Center Industry Contact Center Study 52

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. Top Five Bonuses.

Customer Service 109

Customer Service Call Center Feedback Culture 109

Magellan Solutions

JULY 5, 2021

Let’s take a look at the best and worst Philippines Call Center Companies this 2021. There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises. So, here are some of the other factors that SME owners should look for in a call center company. .

Call Center 40

Call Center Company Omni-Channel e-support 40

Win the Customer

FEBRUARY 26, 2015

Call Center Coaching Culture Customer Service Management Leadership' Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

Call Center 52

Call Center Engagement Leadership Culture 52

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. The answer is leadership! Thanks Tal. Click To Tweet.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Myra Golden

APRIL 10, 2017

George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. I held monthly staff meetings with my call center. (I

Call Center 73

Call Center Management Exercises Meeting 73

NobelBiz

NOVEMBER 16, 2021

How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership. Conscious leadership applies the notion of awareness to corporate management. Internal cohesiveness is characterized by positive leadership, a common vision, and values.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Magellan Solutions

MARCH 13, 2024

However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. However, Amazon’s use of offshoring goes beyond just customer service. This article has you covered!

Tips 105

Tips Culture e-support Communication 105

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 67

Customer Service How To Handbook Chatbots 67

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

Experience Investigators by 360Connext

JUNE 3, 2015

So it’s up to the leaders of any organization to seek out your customer service superstars and discern the ways they make things just a little better for your customers. Here are some of the ways we’ve seen customer service superstars stand out: 1. appeared first on Customer Experience Consulting.

Customer Service 110

Customer Service Call Center Social Media Consulting 110

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

Culture 41

Culture Customer Service Leadership Customers 41

Joe Rawlinson

JANUARY 19, 2017

Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leadership Guidance is Key.

Customer Centricity 60

Customer Centricity Culture Leadership Call Center 60

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 45

Leadership Engagement Contact Center Call Center 45

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 54

Customer Focused Culture Customers Contact Center 54

Brad Cleveland Blog

APRIL 18, 2019

The post Culture as a Leadership Responsibility appeared first on Brad Cleveland.

Leadership 26

Leadership Culture Contact Center Call Center 26

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. What’s the real secret to improving performance? Organizations are made up of people with myriad personalities, backgrounds and skills.

Leadership 43

Leadership Culture Engagement Contact Center 43

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. This powerful combo is a recipe for success; it’ll boost customer satisfaction and loyalty through the roof and drive business growth and profitability like nobody’s business.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. As these cornerstones of a business transform themselves, the company’s culture may follow suit.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Pretium Solutions

DECEMBER 23, 2011

In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple effect that costs you profits and customers. Fair or not, your customers are doing the same thing.

Call Center 40

Call Center Brands Leadership Loyalty 40

Pretium Solutions

DECEMBER 23, 2011

In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple effect that costs you profits and customers. Fair or not, your customers are doing the same thing.

Call Center 40

Call Center Brands Leadership Loyalty 40

Pretium Solutions

DECEMBER 23, 2011

In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple effect that costs you profits and customers. Fair or not, your customers are doing the same thing.

Call Center 40

Call Center Brands Leadership Loyalty 40

Up Your Service

DECEMBER 21, 2016

Leaders often make mistakes when building a service culture throughout an organization. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. Training and education are vital to developing a superior service culture.

Culture 40

Culture Leadership Training Call Center 40

Up Your Service

FEBRUARY 14, 2017

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. Employee engagement.

Culture 55

Culture CEM Social Media Employee Engagement 55

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Pretium Solutions

MAY 15, 2012

As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to ramp up their call center performance. Perception matters. 2. Use Outcome-Based Measurements.

Call Center 45

Call Center Average Handle Time Training Leadership 45

TechSee

SEPTEMBER 20, 2018

A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 26

Leadership Engagement Contact Center Call Center 26

Michel Falcon Experience

JANUARY 16, 2020

It’s not “higher than normal call volume” when you call repeatedly on different days and hear the same message. This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. Why Doesn’t Every Company Have a Customer Experience Strategy? 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88