Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Magellan Solutions

JANUARY 29, 2024

I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. based call center. Then, set up a physical call center in the Philippines. Unfortunately, we could not partner with a US-based call center, leading us to outsource call center operations in 2005.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. One of the best examples of customer-focused leadership comes from Tricia Griffith, CEO of Progressive Insurance. Leaders should be on the ground.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule.

Leadership 122

Leadership Customer Experience Call Center Culture 122

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

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. While it may not seem astounding, companies often struggle with call center turnover and see the figure reach as high as 90% (or greater). What is Call Center Turnover, Anyway?

Call Center 52

Call Center How To Training Customer Service Training 52

NobelBiz

FEBRUARY 10, 2023

The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space. Listen to the full episode here: Tony: What tips do you have for a person that wants to start a virtual call center?

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. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Industry Contact Center Study 52

NobelBiz

AUGUST 18, 2020

A model of contact center productivity based on advice from some of the top leaders in the market. Learn how to manage a call center efficiently in 4 steps: people, management, culture, and operations. The post How to Manage a Call Center Efficiently appeared first on NobelBiz®.

Call Center 52

Call Center Management How To Contact Center 52

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. I had taken over a call center team at the time. The hutch represented all the constraints built up in the call center culture. It fell to me to change the culture.

Call Center 89

Call Center Leadership Culture Consulting 89

InMoment XI

FEBRUARY 1, 2023

Every organization, leadership dynamic, employee culture, and business is different. Tying CX to the true cultural and power core of the company, though it brings some of the bias mentioned above, aligns it better with the core of the company.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

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

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. But make no mistake.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

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 jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. Months later I could see George beginning to blossom in the areas of leadership, public speaking and championing ideas. I held monthly staff meetings with my call center. (I He was beaming with excitement.

Call Center 73

Call Center Management Exercises Meeting 73

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

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

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. Encouraging cultural awareness and open lines of communication across teams can help bridge gaps and facilitate a smoother working dynamic.

Tips 105

Tips Culture e-support Communication 105

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

Customer Bliss

MAY 17, 2021

Publicly in all her communications she committed to not only address the vehicle situation failure, but also importantly, the cultural and process failures that had led to such a prolonged and delayed reaction. I never want to put this behind us,” Barra said at a town hall meeting at the time. It is a practice she continues.

Case Study 130

Case Study Culture Call Center Leadership 130

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

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. At the time, I had just taken over a call center in my corporate role at British Telecom. Usually, not much.

Leadership 78

Leadership Call Center Loyalty Course 78

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. Customercentric culture is all about being proactive. Blog Culture Customer Experience Featured employee engagement leadership linkedin' They instill the values that matter, not just the process.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Pretium Solutions

DECEMBER 2, 2012

One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. We had recently reengineered our call center training program for new hires using an integrated method I developed and still refer to as Chunk Training. His declaration surprised me.

Call Center 40

Call Center Net Promoter Score Effort Score Average Handle Time 40

Pretium Solutions

DECEMBER 2, 2012

One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. We had recently reengineered our call center training program for new hires using an integrated method I developed and still refer to as Chunk Training. His declaration surprised me.

Call Center 40

Call Center Net Promoter Score Effort Score Average Handle Time 40

Pretium Solutions

DECEMBER 2, 2012

One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. We had recently reengineered our call center training program for new hires using an integrated method I developed and still refer to as Chunk Training. His declaration surprised me.

Call Center 40

Call Center Net Promoter Score Effort Score Average Handle Time 40

Retently

JULY 28, 2023

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? How do you approach customer happiness in your company?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

NOVEMBER 26, 2019

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. Employees get burned out on constant complaints or commands from leadership. Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Pretium Solutions

DECEMBER 23, 2011

Your call center agents cannot control product quality, but your call center agents do control the quality of a large number of customer interactions between your company and your customers. I believe that call centers need an extreme makeover. I believe that call centers need an extreme makeover.

Call Center 40

Call Center Brands Leadership Loyalty 40

Pretium Solutions

DECEMBER 23, 2011

Your call center agents cannot control product quality, but your call center agents do control the quality of a large number of customer interactions between your company and your customers. I believe that call centers need an extreme makeover. I believe that call centers need an extreme makeover.

Call Center 40

Call Center Brands Leadership Loyalty 40

Pretium Solutions

DECEMBER 23, 2011

Your call center agents cannot control product quality, but your call center agents do control the quality of a large number of customer interactions between your company and your customers. I believe that call centers need an extreme makeover. I believe that call centers need an extreme makeover.

Call Center 40

Call Center Brands Leadership Loyalty 40