Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. ENJOYING THIS ARTICLE?

Management 85

Management Contact Center Exercises Self Service 85

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

InMoment XI

APRIL 19, 2022

Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible tools and coping strategies. And looking at the world around us, there are many elements that could lead to immense feelings of stress. . So without further ado, let’s get zen!

Resources 493

Resources Exercises Tools Culture 493

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming. When you’re facing big, sticky, impossible problems, break them down into more manageable ones.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Manage different customers differently.

Customer Experience 155

Customer Experience Management B2B B2C 155

Beyond Philosophy

JUNE 13, 2020

Managing How Your Customers Make Decisions. To that end, here are the five rules to bear in mind when managing customer decision-making: Embrace the fact that customers don’t always make rational choices. The post The 5 Rules to Managing How Your Customers Make Decisions appeared first on CX Consulting. The 5 Rules to.

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Employee Engagement CRM 72

C3Centricity

MARCH 2, 2020

I’ve been involved in hundreds of successful project management initiatives over my career. All of these should be covered in the primary planning phase of a project, which clearly shows poor change management. People are the cause of many management challenges not just in project teams! Source: workamajig.

Roadmap 177

Roadmap Management Consulting Analysis 177

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Build Customer Success Internally and Externally.

Customer Success 131

Customer Success Management Exercises Metrics 131

Forrester's Customer Insights

JULY 8, 2022

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

Exercises 49

Exercises Connections Communication Customer Experience Management 49

CSM Magazine

FEBRUARY 27, 2020

Include daily exercises to help you feel good and maintain your health. A fit body will help you a lot to manage stress better. Strive to include some exercises in your routine and spend more time on the move. Lots of scientific data suggest that a regular exercise routine gets the best results. Conclusion.

Tips 52

Tips Management Exercises e-support 52

Beyond Philosophy

MAY 18, 2023

In particular, the EQ of an individual is a crucial indicator of their success when it comes to the emotional management of customers. That was something that occurred in my 360-evaluation exercise. EQ Realm #2: Managing Your Emotions. It is also an essential EQ skill to manage relationships with other people.

Management 78

Management Leadership Conference Examples 78

Experience Matters

DECEMBER 18, 2018

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.

Trends 260

Trends Exercises Employee Experience Course 260

Totango

JANUARY 6, 2022

So, in this final blog in the series, we’re going to take a look at five stress management techniques to help you not only survive but thrive even during the most challenging seasons. Top 5 Stress Management Techniques for CS Professionals. Repeat this exercise a few times until your heart rate comes back down. Because it works.

Customer Success 86

Customer Success Management Exercises Customers 86

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! For product managers, this might be your NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score).

Analytics 71

Analytics Software Feedback Management 71

John Paul

JUNE 5, 2020

Anthony, Telephony Manager, has been at John Paul for 5 years! My role is to manage my team, there are 4 of us in total: Ryan is based in Miami, Nigel in Singapore, and Anousack in Paris. Each person manages his region, but we work as a team. There were two big projects: changing our call manager and changing our operator.

Management 78

Management Exercises Call Center Travel 78

CSM Magazine

FEBRUARY 27, 2020

Include daily exercises to help you feel good and maintain your health. A fit body will help you a lot to manage stress better. Strive to include some exercises in your routine and spend more time on the move. Lots of scientific data suggest that a regular exercise routine gets the best results. Conclusion.

Study 52

Study Tips Exercises Management 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. See how fun it is to connect the CX dots? Ask team leaders to focus on one way their team produces results for the customer. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Thematic

MARCH 5, 2019

As a result, the Customer Experience discipline is most definitely not a tick, or checkbox exercise. An exercise that organisations are becoming increasingly and consciously aware of, it is astonishing just how many business have been involved with them over the last few years. 11 questions for customer journey management.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

NICE inContact

DECEMBER 14, 2016

Some of these factors include your organizational change readiness, your organizational structure and resources, the quality of the agents and contact center management team, how the tool is used, and your adoption strategy. . Conducting this exercise can be eye-opening and may prompt you to stagger or phase your change.

Contact Center 138

Contact Center Technology Management Training 138

Inbenta

FEBRUARY 20, 2020

Determining the return on investment of self-service in general is a tricky exercise and it can often be easier to do the maths on a specific tool such as conversational chatbots or Knowledge Management. Calculating knowledge management ROI. How to calculate an AI chatbot’s ROI. Estimate monthly gains. Assess costs.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! I joined the Travel concierge team as a Junior Concierge (this was my first job) and then moved up over the years to become one of the team’s managers.

Travel 52

Travel Tourism Management Hotels 52

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. To name a few, we have predictive analytics, dashboards, digital surveys, feedback management, AI, etc. It is quite simple—Measure, Manage, and Improve. Step 2, Manage. Most managers want to perform well. You have the feedback coming in.

Measurement 52

Measurement Management Customer Journeys B2B 52

CSM Magazine

AUGUST 7, 2020

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. These five habits.

Exceptional Customer Service 59

Exceptional Customer Service Customer Service Management Rewards Programs 59

Talkdesk

JUNE 2, 2020

4×4 breathing is a simple technique that you can use at any time throughout the day and will have a huge impact on your ability to effectively manage stress. However, this can be a fatal mistake when it comes to managing stress. By employing the right strategies you can effectively manage how you experience and handle stress.

Call Center 78

Call Center Management Exercises Meeting 78

CloudCherry

DECEMBER 28, 2017

That was the overarching thought with which the management team decided to shun data and connectivity to solve some wicked challenges confronting us using the power of Systems Thinking. I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in.

Exercises 199

Exercises Video System Sales 199

Alida

NOVEMBER 25, 2019

It will help operationalize your community and give the insight community manager a path forward to inform the business. We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions.

Roadmap 130

Roadmap Customer Centricity Exercises How To 130

Magellan Solutions

JULY 30, 2021

Handling The Largest Call Center In The Philippines By Shrinkage Management. One of the most important parts of call center-specific workforce management is monitoring and reducing shrinkage. . While calculating shrinkage, managers must consider both external and internal sources. But what is a call center ph Shrinkage?

Call Center 52

Call Center Management Contact Center Call Center Solutions 52

ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. That’s exactly what my friend and client, Diane Kniowski, did.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. I witnessed a manager say this to a vice president who then swung his chair around, looked the employee in the eyes, and said “you’re right. So what is empathy? I’m sorry.

Exercises 214

Exercises Culture Employee Engagement Customers 214

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. How do you manage these “virtual” agents?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. That’s why her title is “relationship manager.” The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

SurveySparrow

SEPTEMBER 12, 2020

With the employment market getting more competitive, a vast majority of the hiring managers today rely on technology ( recruitment software ) and data-driven recruitment metrics to streamline the hiring process. Top 10 Recruitment metrics for every manager. There is no perfect method. Quality Of Hire. Selection Ratio.

Metrics 87

Metrics Management Effort Score Advertising 87

SurveySparrow

MARCH 16, 2020

3: Project Management System. Exercise caution. . The post 8 Crucial Work From Home tips all managers must adopt appeared first on SurveySparrow. Going under the radar will delay the project entirely, and the entire team suffers. Be on the dot when it comes to responding to emails, calendar invites, and in our case Slack.

Tips 75

Tips Management Exercises Tools 75

CSM Magazine

DECEMBER 28, 2020

With this article we aim to help customer service (CS) professionals handle their stress better while maintaining their calm during customer calls: Manage your time well: For Customer Service managers, productively utilizing their time is crucial for the overall success of the company.

Customer Service 52

Customer Service Management Tips Sports 52