How to Manage Company Politics

Beyond Philosophy

I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively.

How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.

How Service Management Software Benefits Your Company’s Growth

Astea

The Right Field Service Management Solution Yields Long-Term, Recurring ROI. But the benefits of field service management (FSM) software mean you can achieve profitable growth without bloated long-term operating costs.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Customer Context at the Speed of the Conversation

Change Management Part 1: Why Companies Fail to Change

Strativity

91% of companies have experienced a failure when trying to launch an organizational change initiative. Most often, there’s one key component that’s missing from change management—motivated and empowered people. The post Change Management Part 1: Why Companies Fail to Change appeared first on Strativity. Organizational Change is Essential Adapting to change is critical to survival in both business and in.

What is Quality Management Analytics?

NICE Systems

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. Imagine that your company just launched a new product or program. To learn more about NICE inContact Quality Management Analytics Pro, start by watching this fun, relatable overview video!

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. One-company accountability, leadership, and culture. Your thoughts on strategic management?

Modern Marketing Strategies Every Company Needs to Try Today

GetFeedback

After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. Long tail keywords mean that a Google user already has an idea in mind and that they’re looking for a company to fulfill their needs. Nielsen states that 92% of people are more likely to believe another person rather than a company’s marketing strategy. Use tools like HootSuite for easier social media management.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

companies to transform—not just improve—customer service and. engagement and contact center management process. makes customer engagement challenging for companies, particularly in highly-regulated industries. AI-savvy companies use the synergy of AI and related technologies.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

Managing Infinite Customer Journeys

Optimove

Be the Customer Journeys All-Star at Your Company. The post Managing Infinite Customer Journeys appeared first on Optimove Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services.

Intraday Management — GPS for the Contact Center

NICE Systems

As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. First, What Is Intraday Management? For example, leveraging 40+ advanced patented algorithms and machine learning, CXone Workforce Management Pro can deliver the most accurate predictions of future call volume and create optimized schedules accordingly.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. text messaging, and a company’s. companies are stepping up. companies across all industries. And companies with the. percent for companies with weak. channels, companies must create.

What’s Wrong With This Company?

Steve DiGioia

What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

6 Actions to Build a Company that Would Make Your Mom Proud

Customer Bliss

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids.

How to Create a Local SEO Strategy for B2C Companies

ReviewTrackers

These six strategies will help B2C companies who are just getting started with local SEO. Optimizing for local is so extremely important for B2C companies. Education Start Managing ReviewsThis article is written by Holly Rollins. Holly is the president and owner of 10x digital.

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Live Chat Mistakes Companies Make And How To Avoid Them

Kayako

It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Live Chat.

How To 156

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

companies deal with transformation can make or break them. And what sources of information do companies rely on. companies rely on to inform their decisions. The findings suggest an alarming problem: companies lack sufficient insight. However, a company that is.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

The Future of Customer Experience for B2B Companies

Lumoa

Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. What is the main challenge for you in customer experience management?

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Strategies for CCO Success in Startup Companies with Rosalyn Curato

Customer Bliss

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Focus on Retention and Establish Relationship Managers.

A 3-Stage Approach to Your Company’s New Customer Experience

Customer Bliss

TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida. And I don’t know that there are too many people that are motivated by accomplishing customer, or accomplishing company goals as you are.’

The Health of the Contact Center: Are You Ready for 2019?

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. from the company, and they’ll expect it faster than ever. the organization, giving agents—and the company as.

All about Panel Management Software

QuestionPro Audience

What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel. Using this software makes it easy for companies to recruit, segment and maintain their panels. What is a Research Panel?

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.

The Top 3 Ways to Forecast for Your Contact Center

metrics by which workforce management (WFM). impact your company’s. profitability—for instance, a company with an average. like for your company, you need to determine. companies adequately plan staffing requirements and budget.

Social Customer Experience Management

Feedback

If you were born after 1994, you don’t need to Google “ social experience management.”. You are probably managing your own social experience as you read this article. What is Social Customer Experience Management? Managing the social customer experience.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company

Customer Bliss

Both women became CCOs of their companies during a time where no formal CX work had been instituted. Chelsie Rae joined SnackNation, a subscription service that delivers snacks to homes and offices, the company was small enough, which allowed her to frame her role and work to be done.

The Science of Predictive Customer Experience Management

CloudCherry

times the customer lifetime value of other companies. Fortunately, there’s a method to Customer Experience Management. Through surveys, you generate valuable data about what customers think about your company.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

Astea International Earns Frost & Sullivan’s 2018 Company of the Year Award in Mobile Field Service Management

Astea

a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. Company Contact: Emily Hackman.