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. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Contact Center 52

Contact Center Metrics Training Call Center 52

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

NobelBiz

FEBRUARY 15, 2023

Key Points: Call Center Calibration measures how well the call center works as a whole. It measures at how well each agent does on their own so that the training and evaluation processes can be changed. This workshop brings together at the same table the management of the contact center and the ordering client.

Call Center 52

Call Center How To Handbook Measurement 52

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. The firm is a leading customer experience (CX) research, consulting, and training firm.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Magellan Solutions

DECEMBER 10, 2019

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . This is why you should be particular with the language to use and be very careful in choosing the best contact center fit for your needs. Outsourced Customer Service Channels.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98