Contact Center, Culture, Customer relationships and Leadership

How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge.

Leadership

Leadership Customer Experience Customer Centricity How To

The Power of Emotional Intelligence for Contact Centers Leadership

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers. How to develop Conscious Leadership? Nancy Munro is an expert in contact center training simulations.

Contact Center

Contact Center Leadership Self Service Contact Center Software

Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023

TechSee

AUGUST 14, 2023

In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service

Customer Service Contact Center Customer Centricity Leadership

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

MORE WEBINARS

Best Practices and Strategies to Master Call Center Management

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center

Call Center Strategy Management First Call Resolution

The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity

Customer Centricity Culture Handbook Groups

The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity

Customer Centricity Culture Handbook Groups

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Strategy First.

ROI

ROI CEM Net Promoter Score Customer Experience

How to measure the Efficiency of a CRM Strategy in Contact Centers

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

Contact Center

Contact Center CRM Measurement Strategy

The Power of Purging Perfunctory Performance

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts.

Culture

Culture Customer Centricity Customer Satisfaction Loyalty

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment

Return on Investment Culture Customer Centricity Ecommerce

Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is the customer record shown automatically when an inbound call is answered?

Contact Center

Contact Center How To Omni-Channel Social Media

Calabrio Acquires Teleopti: A Shared Mission to Humanize the Workplace

Calabrio

JUNE 3, 2019

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship.

Contact Center

Contact Center Leadership Culture Meeting

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment

Return on Investment Culture Customer Centricity Ecommerce

Measuring Individual Performance in a Customer Contact Center?

Brad Cleveland Blog

JULY 22, 2022

What’s the influence of the processes in which they’re … Continue reading → The post Measuring Individual Performance in a Customer Contact Center? Are they truly within an individual’s control? appeared first on Brad Cleveland.

Contact Center

Contact Center Measurement Customers Customer relationships

Controlling Contact Center Costs—the Right Way?

Brad Cleveland Blog

JULY 29, 2022

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. But the wrong approach can backfire in the form of new and/or hidden … Continue reading → The post Controlling Contact Center Costs—the Right Way? Done right, these efforts can be successful.

Contact Center

Contact Center Customer relationships Call Center Customers

6 Traits of a Customer-Focused Culture

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

Customer Focused Culture Customers Contact Center

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

Calabrio

JUNE 5, 2019

The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. For more info, read the press release!

Self Service

Self Service Contact Center Employee Experience Chatbots

Don’t Accidentally Sabotage Customer Experience — Do This Instead

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience

Customer Experience Contact Center Customer Journeys Metrics

Engaging Your Team: Leadership Principles for Lasting Success

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

Leadership Engagement Contact Center Call Center

Principle #7: Skills, Knowledge and Leadership Make the Difference

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

Leadership Culture Engagement Contact Center

Market-defining Gartner Analyst Jim Davies Joins Calabrio as Chief Experience Officer

CSM Magazine

NOVEMBER 9, 2022

Calabrio continues to embrace a customer-first culture to lead customer understanding and experience design in the SaaS space. He will also help translate Calabrio’s own end-user feedback into the product roadmap and act as a resource for sharing customer challenges and opportunities across internal Calabrio departments. “As

Marketing

Marketing Contact Center Roadmap Leadership

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care

Customer Care Social Media Contact Center Poor Customer Service

Get Your Customer Support Team the Respect it Deserves

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Showcase Your Customer Support Team Progress.

Contact Center

Contact Center Report eBook Tips

Engaging Your Team: Leadership Principles for Lasting Success

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

Leadership Engagement Contact Center Call Center

Our 10 (OK, 11) Favorite Sales Influencers of 2020

Integrity Solutions

FEBRUARY 12, 2020

One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences. by Will Milano. Follow Joanne on Twitter. . Tiffani Bova . Follow Tiffany on Twitter. .

Sales

Sales Leadership Contact Center Course

Principle #7: Skills, Knowledge and Leadership Make the Difference

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. Organizations are made up of people with … Continue reading → The post Principle #7: Skills, Knowledge and Leadership Make the Difference appeared first on Brad Cleveland.

Leadership

Leadership Culture Contact Center Call Center

5 Ways Successful Teams Close the Customer Experience Gap

Experience Investigators by 360Connext

JULY 30, 2019

These are the combination of traits I see that make for winning customer experience teams. 5 Traits of Teams That Have Closed the Customer Experience Gap: 1. Enlightened Leadership. I’ve said it before and I’ll say it again: Great customer experiences are delivered by organizations with enlightened leaders.

Customer Experience

Customer Experience Net Promoter Score Effort Score Metrics

6 Traits of a Customer-Focused Culture

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

Customer Focused Culture Customers Contact Center

Contact Center Management on Fast Forward – Fourth Edition Now Available

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type.

Contact Center

Contact Center Management Call Center Customer relationships

Want engaged employees? Create a supporting culture

Brad Cleveland Blog

MARCH 10, 2022

Create a supporting culture appeared first on Brad Cleveland. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. … Continue reading → The post Want engaged employees?

Culture

Culture Engagement Employee Engagement Contact Center

Want engaged employees? Create a supporting culture

Brad Cleveland Blog

MARCH 10, 2022

I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” Create a supporting culture first appeared on Brad Cleveland. As … The post Want engaged employees?

Culture

Culture Engagement Employee Engagement Video

Customer intent is a treasure trove of actionable data hiding in plain sight

Think Customers

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Data

Data Apparel Automotive Tourism

Contact Center Management on Fast Forward – Fourth Edition Now Available

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. If you’ve read any …

Contact Center

Contact Center Management Connections Industry

Contact Center Management on Fast Forward – Fourth Edition Now Available

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. If you’ve read any …

Contact Center

Contact Center Management Connections Industry

The Customer Care Difference for Healthcare Products

CSM Magazine

DECEMBER 1, 2022

The importance of a healthy company culture—in which the specialists feel they are supported and part of something worthwhile—cannot be overstated for either customer care or customer service. However, the additional insight into the voice of the customer and the potential to deepen loyalty makes it a worthwhile endeavor.

Healthcare

Healthcare Customer Care Omni-Channel Self Service

Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications

NobelBiz

JULY 31, 2023

Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. Imagine it as a virtual queue at your favorite coffee shop, where each customer patiently waits for their turn to be served.

Communication

Communication Call Center Wait Times Contact Center Software

Be Bold in Doing What’s Right

Brad Cleveland Blog

MARCH 16, 2023

In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland. When you think about innovation and growth in the future, what’s your role as a leader?

Contact Center

Contact Center Video Course Innovation

For Employees to Deliver CX Excellence, Ancient Greeks Had Words For It: Chronos and Kairos

Beyond Philosophy

JANUARY 3, 2017

CMC Thought Leadership Principal, Beyond Philosophy. These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior.

Self Service

Self Service Travel Loyalty Customer Service Representative

Twenty Three Influencers in Field Service Management to Follow in 2023

TechSee

JANUARY 25, 2023

Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Previously, Jon was the director of business processes for KONE Americas.

Management

Management Automotive Leadership Effort Score

Customer Service Training: Empowering A Service Mindset

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Most importantly, they always keep the human element of customer service at the forefront.

Customer Service Training

Customer Service Training Training Customer Service Contact Center

Do your goals and metrics foster employee engagement?

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

Employee Engagement

Employee Engagement Metrics Engagement Contact Center