Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. How to be more compassionate. How workplace culture can benefit from compassion.

Culture 98

Culture Consulting Leadership Management 98

AskNicely

SEPTEMBER 26, 2015

Here’s part two in our series on how to perform better in the boardroom. I need them to say “here are our problems and this is what I want us to solve” 3: Don’t Enable Distractions. “I talked to my aunty last week who’s using our product. And I think you could have grown it 50%.

Meeting 150

Meeting Tips Net Promoter Score Metrics 150

Beyond Philosophy

MAY 21, 2021

I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. On one axis, you can see two different audiences, other people or yourself. On the other axis, you can lie about facts or your values. It will help manage their expectations.

Customer Experience 88

Customer Experience Customers Consulting Report 88

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. How to connect when titles and hierarchy can get in the waym. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. A balance of skill set, mindset and process are needed to help salespeople thrive and succeed to their fullest potential.

Training 52

Training Sales Culture Management 52

Gainsight

JANUARY 18, 2021

Perhaps, those can become markers along career paths for others. . Lee’s passion led him to a PM team, then to an engineering team, and finally managed a sales engineering team. I wanted to get into product management,” Lee said. What you have is great, but you’ve never done it [product management].” .

Innovation 52

Innovation Leadership Customer Centricity Sales 52

CX Journey

DECEMBER 28, 2017

A mentor added that they gain from their partnerships too, “I’ve discovered that my protégés introduce me to a totally different perspective on something that I thought was just one way. I grew from the partnerships as well.”. So how can one ensure their mentoring relationship performs as well as possible?

Leadership 91

Leadership Guidelines Exercises Feedback 91

Kustomer

SEPTEMBER 9, 2021

Creating a customer-centric culture can mean a lot of things. Justin’s secret to winning them over is to make CX presentations all about how your team’s efforts succeed with hard data, not just opinions and feelings. How to Play the Customer Game. In the CX world, skills are transferable, meaning they can be taught on the job.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Gainsight

MARCH 4, 2022

According to Samantha Samuels, Head of Partnerships at Friendbuy, prioritizing time is essential to customer success managers who sometimes feel they need to stay up till midnight and answer every email to get to inbox zero. “It’s really about how to effectively manage your time and prioritize your time.

Culture 97

Culture Customer Success Healthcare Study 97

NobelBiz

SEPTEMBER 6, 2022

How to reduce call center attrition rate? Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Repetition is a key cause of conflict in agent-client interactions, a frustration shared by customers and agents alike.

Call Center 52

Call Center Contact Center Multi-Channel Training 52

Russel Lolacher

JANUARY 23, 2023

A few reasons why she is awesome — she is the founder and CEO of Inspiring Comfort LLC, a social good company using evidence-based comfort skill programming. She is the founder and CEO of inspiring Comfort LLC, a social good company using evidence based comfort skill programming, a speaker and member of the Forbes Business Council.

Connections 52

Connections Leadership Culture Groups 52

InteractionMetrics

SEPTEMBER 21, 2021

If so, your customer service should be staffed by employees who know how to add a human touch. Otherwise, your customer service will undermine your message and leave customers feeling you’re conflicted and out of sync. Humans are so good at handling discrepancies and irregularities that we barely notice this skill.

Customer Service 52

Customer Service Customers Measurement Advertising 52

Kustomer

OCTOBER 7, 2021

Ruth teaches us about how automation and AI are greatly effective tools for business and how they drive customer satisfaction. The world of automation and AI is constantly improving and CX leaders should be looking to integrate bots into their processes. They’re just not always aware of how to do that.”. TRANSCRIPT.

Banking 98

Banking Contact Center Airlines e-support 98

Amity

DECEMBER 5, 2018

Can you tell us about your responsibilities at Winning by Design? I have two core responsibilities at Winning by Design. First, I am building the Customer Success practice, our methodologies and courses. We are about to launch our second course designed for CSM’s and Account Managers in charge of expansion revenue.

Customer Success 84

Customer Success Consulting Sales Training 84

Think Customers

FEBRUARY 11, 2020

The last 13 I’ve been in the customer service department and I like to say that I’ve never had the same day twice. Currently I have 500 staff and we’re in eight different locations supporting 11 different languages. How data-driven is your organization? How does this insight translate to creating a good online user experience?

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Russel Lolacher

MAY 1, 2022

How an organization’s communication culture can influence speaking well. How situational awareness is a factor in speaking success. How speaking well helps employee engagement. “On a day to day basis, the best thing preparation you can do [to speak well] is just be aware. I sound so amazing.

Culture 52

Culture Communication Leadership Employee Experience 52

Russel Lolacher

SEPTEMBER 6, 2022

How compensation is determined in an organization. How a job description/job profile connects to compensation. How to address a job that grows in responsibilities but not compensation. On the show today, we have Crystal Henrickson and Annika… I’m gonna get it right… Reinhart. Google Podcasts. Well, damn.

Consulting 52

Consulting Communication Employee Experience Culture 52

Call Experts

SEPTEMBER 22, 2022

In addition to helping customers, FAQs can improve the customer experience and your business’s search engine rankings. You can even use a FAQ page to increase sales and your customers’ trust. Answering common questions can help a business build a brand identity and distinguish itself from its competitors. .

Customer Service 52

Customer Service Policies Call Center Social Media 52

Myra Golden

NOVEMBER 15, 2016

contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor. Not only that, but my agents were overwhelmed.

Call Center 76

Call Center Training Video How To 76

Customer Bliss

AUGUST 11, 2016

Personally, I mostly tend to respect MBAs when they enter a business. But more can be done. Years ago, I was kicking around the idea of writing a book called The MBA of Customer Love. That book eventually evolved into I Love You More Than My Dog. I went back and dug out my proposal for The MBA of Customer Love.

Policies 100

Policies Customers Roadmap Sales 100

Amity

MAY 24, 2016

With that being said, serving as a leader in Customer Success means double the management: You are helping not only your customers but your own team as well. Even when managing takes up most of your schedule, block off time to talk to customers and show your team what you mean when you hand down directives. ” Ellie Wilkinson.

Leadership 84

Leadership Customer Success Customers Course 84

Russel Lolacher

JANUARY 8, 2022

In episode one of Relationships at Work, I chat with Leslie O’Flahavan , as we discuss how we communicate with each other in the workplace and how incorporating plain language can benefit your relationships with others. How to consider your audience when speaking in plain language. Leslie, how are you?

Culture 45

Culture Employee Engagement Communication Engagement 45

LiveChat

MARCH 14, 2017

I guess we can all agree on that. Working together requires a lot of work, both from a manager and team members. Teams around the world differ by management and communication styles. Harvard Business Review took a research to find out which factors can contribute to building collaborative teams.

Communication 61

Communication Innovation Leadership Culture 61

Service Untitled

APRIL 10, 2013

Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. Never saying “no” and responding in what can be done terms.

Customer Service 81

Customer Service Social Media Customer Service Representative Roadmap 81

Myra Golden

NOVEMBER 15, 2016

contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor. Not only that, but my agents were overwhelmed.

Call Center 40

Call Center Training Video How To 40

LiveChat

DECEMBER 12, 2016

When I was working in customer service, my greatest problem were emotions. When I was having a bad day (you know, one of those days with high percentage of grumpy, upset or rude customers), I wasn’t able to cope with anger and frustration. I thought it would be awesome to turn off the feelings and just do my job!

Customer Service 28

Customer Service Communication Call Center Customers 28

LiveChat

JULY 7, 2017

When I recently read Mario Puzo’s “The Godfather” (I know, I should’ve read it before!), I was thrilled by the emotional intelligence its characters presented. But I didn’t expect that all his sidekicks: simple, uneducated Italian-American boys, would have this level of understanding too. Mario Puzo, The Godfather.

Leadership 52

Leadership Report Tips Examples 52

Grade.us

JULY 29, 2019

Sometimes, law firm reviews are the only way potential clients can tell you apart, especially when they aren't being referred by a friend, family member, or trusted person. It's a trustworthy, straightforward, and reliable metric that they can use to vet a prospective law firm. They can be needy, controlling, stubborn and unreliable.

How To 28

How To Advertising Competitive Advantage Management 28

Russel Lolacher

NOVEMBER 7, 2022

How theatre can help employees be seen and heard. How to convince decision makers to embrace theatre. We’re all seeing and observing someone else in the workshop and then we’re also acting so that is one of my big rules no audience members.” I am pumped for today. We I live in Seattle.

Employee Engagement 52

Employee Engagement Leadership Employee Experience Exercises 52

Russel Lolacher

APRIL 10, 2023

A few reasons why she is awesome — she is the founder and managing partner of DeepDive Consulting – a consulting agency to help organizations bring together leadership, employee experience, data analytics together to discover, value, retain and elevate talent. I tell leaders they’re not sick of any surveys. How are you?

Analytics 52

Analytics Survey Culture Data 52

AWS Machine Learning

MARCH 13, 2024

Now, you can use Gemma 2B and Gemma 7B pretrained and instruction-tuned models within SageMaker JumpStart. In this post, we walk through how to deploy the Gemma model and fine tune it for your use cases in SageMaker JumpStart. SageMaker provides a curated list of models that you can choose from on the SageMaker console.

Training 106

Training Data Examples Conference 106

Grade.us

MAY 16, 2017

How do you get reviews for your clients? Most can’t be bothered to write a review. In legal, manufacturing, or skilled trades for example? They need you to manage their expectations. If you want a (good) review, and I assume you do, you’ll need to meet their expectations which you know nothing about.

Customer Expectations 40

Customer Expectations Customers Feedback Industry 40

Integrity Solutions

SEPTEMBER 12, 2023

As a high school football coach, I always get excited this time of year. It always amazes me how each team takes on the personality of their leaders, whether they’re hard-working, blue-collar kids that strap on their helmets humbly or the exact opposite. Kids who represent their communities, fellow classmates and their families.

Sales 101

Sales Study Connections Groups 101

Russel Lolacher

JULY 26, 2022

a human resource security management consulting practice, and has more than three decades of federal law enforcement, investigative, program management and security experience as a United States Postal Inspector, Special Investigator and Postal Police Officer. How to approach it in your organization before it erupts.

Leadership 94

Leadership Resources Consulting Fashion 94

Currency Alliance

MARCH 30, 2022

In a recent keynote speech to the graduating class of Founder Institute – Barcelona , I talked about the traits that have served me best in my career as an entrepreneur. These are the entrepreneurial traits which have served me best in my lifetime as an entrepreneur. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Leadership 52

Leadership Culture Employee Experience Insurance 52

ViiBE Blog

APRIL 22, 2021

With all of these components playing a role in the organization, managing a call center effectively can seem like a daunting task. In this article, we will explore different methods to help you understand how to manage a call center efficiently. . How can I improve my call center performance?

Call Center 52

Call Center Management How To Knowledge Base 52