The Customer Experience Manager


Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.

Why People Leave Managers

CX Journey

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins.

Understanding Customer Experience Management


What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

Customer Journey Management – it’s not just about the mapping!


Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT.

Software Solutions for Touchpoint Management


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

5 Tips for Managing Customer Expectations


With careful consideration and a few adjustments, you could be a master of customer expectation management. The only way to really manage customer expectations in this scenario is to be aware of what the best of the best are doing, and take a page from their book.

What is Corporate Reputation Management?


Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Why Corporate Reputation Management? Where you end up in search results will be determined by how effectively you manage your corporate reputation.

The Case for Customer Experience Management


The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

How to really do strategic management in CX

Customer Bliss

I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. This is your guide to strategic management in CX.

4 Steps for Pitching Online Review Management Prospects

Most small business owners aren’t managing their reviews well. Many feel they don’t have the time to focus on review management. Review management is useless… In their mind, review management is a luxury. “Reviews should be ignored.”

The Key to Performance Management Success


Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. The post The Key to Performance Management Success appeared first on inContact Blog.

The Winning Formula for Mobile Workforce Management


One of the ways is through the mobile workforce management tool you use. Nearly a quarter of all North American businesses are delaying or rejecting the implementation a mobile workforce management solution due to cost concerns.

8 Steps for Customer Experience Change Management

CX Journey

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. change change management customer experience

Reputation Management or Customer Experience Management?

CX Journey

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? In walks reputation management. Most of reputation management is focused on pushing down negative search results.

The Challenges of Customer Experience Management


We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. The post The Challenges of Customer Experience Management appeared first on Mike Wittenstein. This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management


The Workforce Engagement Management (WEM) space (also known as Adaptive WFO) is taking shape as an evolution out of the Workforce Optimization category as companies aim to do more than simply review interactions or seek to maximize efficiency.

5 Helpful Contact Center Tools for Managers


Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center.

The Customer Experience Management Cheat Sheet [INFOGRAPHIC]

Win the Customer

Call Center Customer Experience Customer Service Infographic Management Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.

The Challenges of Customer Experience Management


We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. What are the most common mistakes you see B2B companies making when it comes to managing their customer experience? By far, the biggest one is simply not managing or sustaining the experience on purpose. The post The Challenges of Customer Experience Management appeared first on Storyminers.

6 Keys to Successful Contact Center Technology Change Management


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. . The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Call Center Best Practices Contact Center Management Customer ExperienceChange is hard. As humans we are creatures of habit.

What is Workforce Engagement Management?


A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. Workforce Engagement Management. Time management. Task management.

7 Ways Brands Profit From Customer Experience Management Programs

ICC Decision Services

Why do leading brands manage their customer experience? Managing the customer experience has obvious benefits , of course. Why the mystery shops, customer satisfaction surveys, and in-store customer interviews? Forget “It’s nice to know how we’re doing.”

Management #PeopleSkills: How Procedures Quietly Block Listening

Kate Nasser

Use management people skills to ensure these 4 situations don't ruin your success. The post Management #PeopleSkills: How Procedures Quietly Block Listening appeared first on Don't let procedures block listening.

6 Reasons Why Senior Managers Get So Soft

Steve DiGioia

The post 6 Reasons Why Senior Managers Get So Soft appeared first on Steve DiGioia and was written by Steve DiGioia. Management manager weak managerThis original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday.

8 Things That Prove You’re Not Ready to be a Manager

Steve DiGioia

Those not in management think a manager’s job is easy. So, how do you like being a manager now? “It’s I’ve been parking next to the side door for years but now the boss wants me to “act like a manager ” and park where I’m supposed to. how did YOU get that promotion?

3 Critical Change Management Steps

Beyond Philosophy

The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is.

7 Tools for Server Management


Of course, as you deal with technology in your enterprise activities, there is a need to manage your servers continuously. Fortunately, there are a lot of server management tools that you can utilize to keep your server efficient and reliable.

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10 Tips to Manage Business Continuity During Crisis


Here are 10 useful tips to manage business continuity during a crisis and ensure IT resilience. Appoint a Business Continuity and Disaster Management Team. Answering these concerns will help you map out a business continuity and disaster management plan that actually works.

Tips 51

Knowledge Management for Service Excellence


While most service companies are using mobility to improve efficiency and productivity in the name of meeting service level agreement (SLA) requirements and cutting costs, the next phase of service evolution will require better use and sharing of customer, machine and service data — and that will require the use of knowledge management capabilities. Many factors are driving the adoption of knowledge management capabilities.

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Multichannel + Escalation Management = Omnichannel


Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue.

Enterprise Service Management Drives Engagement

Forrester's Customer Insights

Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]. employee engagement infrastructure & operations ITIL shared services user experience workplace services

Why Knowledge Management Is Important


Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.

The Marriage of Knowledge Management and Quality Management


Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization.

How Should You Manage Your People?

Win the Customer

Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Call Center Communication Customer Service ManagementThe customer service industry is complicated.

How a Proactive CSM Manages Their Time


Issue 78 - How a Proactive CSM Manages Their Time. As a Customer Success Manager, you’re expected to be proactive. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management.

Words Matter: How to Manage Customer Expectations with Better Communication


Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. In this post, we’ll share how you can use your words to manage customer expectations.

Brooklinen’s Winning Formula for Customer Service Training and Performance Management


In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Performance Management: Transparency, Open Dialogue, and Empowerment.

Should Customer Success Managers be product experts?


SaaS Tattler Issue 89 - Should Customer Success Managers be product experts? • Customer Success is Product Management. • 5 Proven Ways Product Managers Empower Customer Success Teams.

The Curious Case of Customer Support Manager Salaries


Did you know that customer support managers who work alone earn more than those who manage a team of agents? Another 10% of Managers reported earning less than $30,000. Unusually high customer support manager salaries. Unusually low customer support manager salaries.

How To Manage Your Customer Lifecycle for Mutual Success


In this article, I will discuss the seven categories of Customer Lifecycle events and how Customer Success professionals can leverage each of these to maximize the value of their solution: Customer Lifecycle Management Customer Success Management