Why People Leave Managers
APRIL 19, 2017
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.
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
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.
On strategic management in CX
DECEMBER 15, 2016
This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. Strategic management and the four pillars. Strategic management in customer experience.
5 Tips for Managing Customer Expectations
OCTOBER 27, 2016
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.
10 Tips to Manage Business Continuity During Crisis
APRIL 23, 2017
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.
Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management
JANUARY 30, 2017
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.
8 Steps for Customer Experience Change Management
AUGUST 26, 2014
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
Knowledge Management for Service Excellence
MARCH 31, 2017
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.
Reputation Management or Customer Experience Management?
SEPTEMBER 16, 2014
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.
How To Manage Your Customer Lifecycle for Mutual Success
DECEMBER 13, 2016
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
The Key to Performance Management Success
APRIL 26, 2016
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.
Key Questions to Answer Before Creating a Customer Experience Management Program
APRIL 10, 2017
The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.
Words Matter: How to Manage Customer Expectations with Better Communication
DECEMBER 8, 2016
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.
5 Qualities of Great Customer Service Managers
Customers That Stick
APRIL 10, 2017
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog
Management #PeopleSkills: How Procedures Quietly Block Listening
JULY 17, 2016
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 KateNasser.com. Don't let procedures block listening.
7 Ways Brands Profit From Customer Experience Management Programs
ICC Decision Services
JULY 13, 2016
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.”
The Customer Experience Management Cheat Sheet [INFOGRAPHIC]
Win the Customer
MARCH 20, 2015
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 Case for Customer Experience Management
APRIL 24, 2017
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.
3 Critical Change Management Steps
FEBRUARY 24, 2016
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.
6 Keys to Successful Contact Center Technology Change Management
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. . 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.
Why Knowledge Management Is Important
DECEMBER 8, 2016
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.
7 Tools for Server Management
MAY 2, 2016
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.
What is Workforce Engagement Management?
JANUARY 25, 2017
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.
8 Things That Prove You’re Not Ready to be a Manager
DECEMBER 7, 2015
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?
6 Reasons Why Senior Managers Get So Soft
JUNE 22, 2015
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.
Planning for Crisis Management with a Customer Focus
Wired and Dangerous
MARCH 27, 2017
Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses.
Multichannel + Escalation Management = Omnichannel
FEBRUARY 23, 2016
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.
5 Helpful Contact Center Tools for Managers
APRIL 13, 2016
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 Marriage of Knowledge Management and Quality Management
APRIL 14, 2016
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 a Proactive CSM Manages Their Time
MARCH 16, 2016
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.
Should Customer Success Managers be product experts?
JULY 20, 2016
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.
Coaching vs. Managing
AUGUST 9, 2016
When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes
Managing your digital contact center
AUGUST 22, 2016
We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform
The Curious Case of Customer Support Manager Salaries
JUNE 2, 2016
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.
Does Your CX Management Program have an Expiration Date?
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now?
How Should You Manage Your People?
Win the Customer
MAY 13, 2015
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.
Why Management Ignores Customers – and 7 Ways to Fix It
FEBRUARY 8, 2017
Executives spend their days dealing with big-picture strategic issues, personnel management and company finances. 3. Put Management Employees to Work. Disney still sends management employees to its theme parks, only now they’re asked to work there one week each year.