Customer Bliss

FEBRUARY 13, 2018

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Josh put together a program that was called Care Academy internally at Samsung. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Experience Investigators by 360Connext

JUNE 3, 2015

One call center rep had taken it upon herself to record the questions from customers requiring the same instructions again and again. Many of these questions weren’t available as choices in their system, so she recorded things in her notebook, created the best instructions she could, and brought it to the call center manager.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

InMoment XI

NOVEMBER 21, 2024

What about textual data in the form of reviews, call center scripts, and social media activity? Engage the leadership by showing how VoC analysis affects company goals like boosting retention and revenue. The Natural Language Processing (NLP) approach helps analyze this unstructured data for valuable insights.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 369

Insights Social Media Return on Investment Travel 369

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The CEO and executives should listen to the call center, walk through a digital experience or roam the floor of a store to really experience what customers do everyday. Lead by listening.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Leadership. The best call centers aren’t just pumping out calls from a call sheet with a desk phone.

Call Center 76

Call Center Leadership Blog Contact Center 76

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 97

Call Center Contact Center Culture Engagement 97

Experience Investigators by 360Connext

DECEMBER 17, 2014

Call the call center, try to order something online, or just talk to front-line staff. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Deputize someone in each department as the customer advocate.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Did better customer onboarding materials lead to reduced call center costs ? Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. How did we earn this criticism?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Stella Connect

NOVEMBER 4, 2021

5 Employee Recognition Program Examples to Try in Your Call Center. Let’s take a look at employee recognition program examples that you can try in your call center. #1. Weekly Wins’ emails get your agents front and center with the opportunity to receive a flurry of praise. Share ‘Weekly Wins’ Emails with Everyone.

Call Center 91

Call Center Effort Score Financial Feedback 91

InMoment XI

MARCH 25, 2025

Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes. Then leadership can communicate those successful, productive tactics to entire teams. Training is key here.

Contact Center 195

Contact Center Call Center Leadership Communication 195

InMoment XI

JUNE 7, 2022

Using Transactional Surveys in the Call Center. I’ve also seen them be useful for evaluating call center experiences. Customers keep a company going—it literally pays to listen to them. Transactional surveys are a great way for customers to gauge purchases, but their utility extends far beyond the point of sale.

Call Center 368

Call Center Touchpoint Feedback Retail 368

Talkdesk

AUGUST 28, 2020

Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015.

Leadership 122

Leadership Customer Experience Call Center 2015 122

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. After all, call center incentives aren’t just a “nice to have.” 5 Types of Call Center Incentives and How to Decide When to Use Each. #1:

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. Examples include cloud infrastructure providers, call center solution experts, etc. Two specific examples come to mind.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Great choice Jenny. We hope it serves you well!

2005 316

2005 2012 Social Media Contact Center 316

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Everything they do at the Department is “about operational excellence,” according to Antoinette.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). She calls the video “clunky” and “rubbish” but it’s great. She also went out and tried to meet as many customers as possible, including lapsed customers. ” The other work streams.

Retail 0

Retail Leadership Customer Experience White Paper 0

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience. He designed a best-in-class customer experience model now utilized across a global footprint. Transforming CX in three segments.

Financial 121

Financial Banking Healthcare Leadership 121

BlueOcean

MARCH 3, 2025

Lets make sure our stakeholders and our senior leadership have a strong connection with this partner. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improve customer satisfaction. Its a two-way street.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Customer Bliss

APRIL 6, 2017

They may contact a call center, or they may reach you on Twitter. I am all for uniting silos, and bringing senior leadership together in some form of shared accountability. The problem is: generating revenue has become increasingly about the customer, and the customer has so many different touchpoints with your organization.

Leadership 230

Leadership Touchpoint Call Center Presentation 230

GetFeedback

JULY 23, 2018

Touchpoints for customers at your organization can include your brick-and-mortar locations, website or e-commerce stores, mobile shopping, a customer service or sales call center, e-mail, and SMS messaging. Step 4: Get ready to plot. A common way of setting up your first customer journey map is with a simple chart.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Employees get burned out on constant complaints or commands from leadership. Lead by listening.

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

InMoment XI

AUGUST 19, 2024

Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results. How to Prove CX ROI to Leadership? Leadership is more likely to support initiatives that show sustained, quantifiable returns. How to Measure the ROI of CX?

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

DECEMBER 17, 2019

Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. 1: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Is leadership bias an issue for you?

2019 178

2019 2020 B2C Customer Journey Mapping 178

Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

Contact Center 52

Contact Center Management Call Center Measurement 52

Customer Bliss

SEPTEMBER 22, 2016

Voice of the Customer Step 2: One-company leadership. If call center is categorizing voice of the customer one way, but marketing is doing it a different way? One-company leadership or categorization of issues will help you start to see the value in the data you’ve collected re: voice of the customer. No one wins.

Presentation 236

Presentation Social Media Leadership Call Center 236

Magellan Solutions

MAY 20, 2024

Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with customers for sales increases. Ranked as a top-of-the-line call center, it has business process outsourcing solutions that are customized for SMEs.

Call Center 52

Call Center 2024 Innovation E-support 52

Customer Bliss

JANUARY 28, 2016

The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team. Competency 2: Align Around Experience.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

BlueOcean

OCTOBER 7, 2024

While some call centers have given the industry a bad rap, the right partner knows the value of natural light, ergonomics, thoughtful interior design, and inviting leisure spaces. Technology The pace of change in the contact center industry is mind-blowing. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

While some call centers have given the industry a bad rap, the right partner knows the value of natural light, ergonomics, thoughtful interior design, and inviting leisure spaces. Technology The pace of change in the contact center industry is mind-blowing. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center. Prior to joining KONE, Jon was a manager for Accenture.

2023 41

2023 Management Automotive Leadership 41

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

Kate Nasser

DECEMBER 6, 2020

Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com. Listen to the customer voice if you want your business to thrive.

Customer Voice 80

Customer Voice Leadership Customer Experience Customers 80