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 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. This workshop brings together at the same table the management of the contact center and the ordering client. The post How To Set Up Excellent Call Center Calibration sessions?

Call Center 52

Call Center How To Handbook Measurement 52

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. And I’m just like, how do you guys not understand? It’s actually in the DMV handbook? So I thought, now that I’ve got you on, we can actually focus on leadership. What that lane’s for?

Handbook 52

Handbook Leadership Contact Center Industry 52

CX Accelerator

JANUARY 16, 2020

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. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous?

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

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. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous?

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. If your social support team is tweeting right out of the traditional public relations handbook, you will most likely anger or disenfranchise your customers.

Exercises 61

Exercises Handbook e-support Contact Center 61

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data.

Data 59

Data Customer Service How To Contact Center 59