Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Culture Describe your corporate culture including how it is differentiated from your competition. Need some insight?

Contact Center 156

Contact Center Culture Measurement Technology 156

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Wireless Average Handle Time 117

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Define your mission statement and company values.

Contact Center 156

Contact Center Culture Average Handle Time Measurement 156

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Define your mission statement and company values.

Contact Center 156

Contact Center Culture Average Handle Time Measurement 156

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. 78% of customers prefer to contact customer support through online chat or voice calls.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

Calabrio

JANUARY 17, 2025

Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work.

Contact Center 52

Contact Center Loyalty Leadership Culture 52

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Culture Technology 156

BlueOcean

AUGUST 6, 2020

Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments? Team Commitment.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

NPS 453

NPS Feedback Net Promoter Score B2C 453

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture. Metrics, metrics, metrics. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results.

2023 207

2023 Contact Center Leadership Hospitality 207

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Key questions: How can you cultivate a customer focused culture within your company?Who After all, low hanging fruit and quick wins are great confidence boosters.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. What is Culture, Anyway? Sound familiar? And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books 266

Books Return on Investment Magazine Culture 266

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Partnership.

Contact Center 103

Contact Center Culture White Paper Competitive Advantage 103

InMoment XI

MARCH 25, 2025

It shows up often in marketing and the sales process (such as with location-based campaigns ) and retail (in the form of customer feedback)but its also a great tool for developing contact center teams. Then leadership can communicate those successful, productive tactics to entire teams. Heres how: 1. Training is key here.

Contact Center 195

Contact Center Call Center Leadership Communication 195

Northridge Group

OCTOBER 14, 2024

Siloed and […] The post The Importance of Involving Leadership Teams in Workforce Planning first appeared on Northridge Group. WFM processes, positioning within the business, empowerment and data alignment is more important than ever before.

Leadership 109

Leadership Technology Management Customer Journey Mapping 109

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. This allows contact centers to hire specialists from virtually anywhere. This allows contact centers to hire specialists from virtually anywhere.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance.

Contact Center 88

Contact Center Measurement 2022 Culture 88

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Cultural Alignment. Blue Ocean: How much of a factor is the alignment of cultures in your decision-making process for professional services?

Insights 184

Insights Contact Center Hospitality Culture 184

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Is There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Key questions: How can you cultivate a customer focused culture within your company? Leadership #CustomerExperience #CXDesign. Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Key questions: How can you cultivate a customer focused culture within your company? Leadership #CustomerExperience #CXDesign. Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

JULY 30, 2024

Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. Join us on Experience Action as we unpack the secrets to making CX a top priority.

Contact Center 283

Contact Center Leadership Customer Satisfaction Feedback 283