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Culture is Contagious

ShepHyken

We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious!

Culture 129
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Diagnosing And Improving Employee Connection To Company Culture

InMoment XI

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

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29 Customer Service Training and Coaching Tips

Stella Connect

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver.

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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Coaching is what makes the culture transferable and sustainable.

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

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The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture.

Culture 80
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Customer support training is way too passive

Kayako

There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly. Even after plenty of training, many support reps still feel grossly underprepared to go out and handle customers. Training alone doesn’t instil the methods and techniques that reps need to master real life scenarios.

Training 196
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Why coaching beats training in support teams

Kayako

Who loves training sessions? Support reps get a lot of training sessions from the moment they start their job: for product training, new feature launches, soft skills and communication. But at some point, training starts to become less and less effective. These can’t improve through training alone. Too much training hurts. Training by itself offers diminishing returns. Training is great for introducing new topics and approaches.

Training 212
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Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency.

Culture 81
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A Sales Training Strategies Action Plan to Ignite Your Team’s Success

Integrity Solutions

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. 4 Questions to Assess Your Sales Training Strategies.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

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Are your sales training efforts keeping up with customer expectations?

Integrity Solutions

The question is, are sales training efforts keeping up? In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. There’s also the question of what that onboarding and training time is being used for. Sales Training and the “Soft Stuff”.

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Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. May 2019 be the year of authentic culture for all of us!

Culture 209
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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

Even with the right people, they haven’t properly trained them. A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience.

Culture 85
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Building an Onboarding and Training Program in Customer Support

Kayako

There are so many different ways to onboard new employees with a training program. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. 3 Principles of a good customer support training program. Consider the three below as entry points as you get more detail in creating a training program that works: Set up documentation.

Training 182
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7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 209
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Leadership Sets the Tone of the Culture

ShepHyken

As part of his onboarding process, Bob was put through customer service training. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Leadership Sets the Tone of the Culture appeared first on Shep Hyken. App Customer Service Training inconsistency internal culture leadershipOne of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling.

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Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

Culture 103
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The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. All this upfront training serves to give employees a great leg-up to start their jobs feeling prepared to solve problems and provide the best support possible.

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12 reasons Customer Success teams need training

ChurnZero

One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen. 12 reasons why Customer Success teams need training.

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The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution

The DiJulius Group

The post The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution appeared first on The DiJulius Group.

Groups 101
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Common Customer Experience Training Obstacles — And Their Solutions

Experience Investigators by 360Connext

CX Training Takes a Cross-Functional Team. Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . It’s about a mix of training for key moments in the employee experience, role-specific educational goals and strategies, and ongoing learning to adapt to changing environments. The Five Most Common CX Training Obstacles — And How to Solve Them: 1. Brand Culture

Training 120
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Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. Make sure your culture is Unique!

Culture 163
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Closed-Loop Culture or Closed-Loop Process?

Horizon CX

ONGOING TRAINING IS VERY IMPORTANT. As the process matures and expands, and new team members begin to be responsible for the process, formalized training on the process and the “why” becomes critical. THE VALUE OF A CLOSED-LOOP CULTURE.

Culture 130
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3 Ways to Add Magic to your Customer Service Training

Experience Investigators by 360Connext

The post 3 Ways to Add Magic to your Customer Service Training appeared first on Customer Experience Consulting. Blog Culture customer service Featured Customer Experience employee engagement leadership linkedin management trainingWhat do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong.

Training 128
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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

Culture 182
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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

Culture 182
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Call center training time comes down with these 7 technologies

TechSee

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.

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9 Ways a Collaborative Culture Benefits Your Contact Center

Playvox

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together.

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Creating Customer Service Training Videos to Onboard New Recruits

Kayako

Unfortunately, there was no meeting room where I could sit down for training sessions , or 24/7 mentors who can walk me through the topics in my onboarding sheet. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos. Training videos as a format may sound like a lot of work for onboarding, but they’re useful since they supplement any existing onboarding documentation you may already have.

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A Culture of Excuses

CX Journey

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. Lack of training and development : if you properly train and develop employees, giving them the knowledge and the resources they need, they can't say that they didn't know what to do or how to do it?

Culture 111
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Code Lavender: Create A Culture Of Caring

CX Accelerator

So how does one develop a team culture such as this? Idea #4 - "Life" Training I work inside a software company. What to know the topic of our highest-attended and most successful training event of 2018? Of course, not all your training sessions should look like this, but why not do a “special” training event once a quarter on a topic that is sure to get folks excited? These are but a few ways to develop a culture of caring.

Culture 140
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Do Customer Service Jobs Come With Training?

Customers That Stick

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. When you’re in your interview, it’s okay to ask what type of training the company provides.

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The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? Econsultancy conducted a survey to find out the most important characteristic needed to establish a truly ‘digital-native’ culture. So, aren’t you curious to find out where to start in order to create a successful customer-centric culture?

Culture 204
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CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. Called the Market Responsiveness Index (MRI) the tool enables a company to benchmark their level of Customer Centric Culture against more than 200 organisations worldwide. You can read all about it in their book – The Customer Culture Imperative. The post CUSTOMER CULTURE: How does it drive future business performance?

Culture 133
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3 Strategies for Building a Winning Sales Culture

Integrity Solutions

Your sales culture is the sum-total of the attitudes, values and behaviors that permeate your team. The question is, will the sales culture you have today help you meet your goals going forward? They’re purpose-driven, because the culture sets the tone.

Sales 86
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Why You Should Ditch Traditional Modes of Training and Opt for Video Conferencing Software

CSM Magazine

While old training methods were effective, they could not keep up with the times. Companies’ expectations and requirements have changed, and they now rely on video conferencing software such as Adobe Connect to meet their training requirements.

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The Most Opportune Time Ever For Changing Organizational Culture

Integrity Solutions

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed.

Culture 87
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How to Build a CX Coaching Culture

Comm100

This can be a good time to congratulate the best performers, encourage the mid-level performers and to train the agents that are below average. If your training tips are based on recent and relevant situations, the agent will be able to better internalize the learnings over an abstract, theoretical and irrelevant situation. Give the supervisors prior training to instill the standards you intend on passing over to the agents during the coaching sessions.

Culture 140
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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

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. Culture change is not easy. It was clear that changing the culture at this utility was going to be challenging.

Culture 137