Content about Customer experience management

March 15, 2012
Inspiring Brilliance in Customer Experience

Communications company Everything Everywhere initiated the “Brilliance Program,” which aimed to make it the best-loved communications brand in the industry. How would to achieve this goal? By narrowing the score variations on performance between agents, and ensuring that customers consistently walked away from every transaction feeling loved.

By Nick Lane, Director, Strategy and Planning, Everything Everywhere

January 30, 2012
Want Higher Performance from Sales Teams?

More than one of every three HR managers (37.9 percent) named Sales as the department most in need of training, based on a global talent management survey by NorthgateArinso.Training correlates to several key outcomes, based on AchieveGlobal research. Moderate to substantial coaching and training tends be related to higher deal sizes, greater increases in personal sales revenue, and generally more overall success compared with those receiving minimal coaching and training.

By Sharon Daniels, CEO, AchieveGlobal

Ultimately, all companies are in the business of sales. While goods and services vary from brand to brand, a company’s lifeblood is in the revenue generated from sales. That’s why it’s critical to consider what comprises an organization’s sales DNA—ranging from the talent of individual salespeople, to strength within the leadership ranks, to organizational structure.

December 6, 2011
When Did Robots Take Over Customer Service?

I recently checked into a hotel and found instead of a front-desk agent a self-service kiosk. This made me wonder if one-on-one training eventually will be a thing of the past. Will a computer actually fully take the place of both the personal training experience and the customer service experience?

By Scott T. Merrick Training Account Manager Signature Worldwide

On a recent trip to a well-known big-box retailer, I noticed with much pleasure a small child goading his mom into letting him scan their purchases through the self-service checkout. All I could think of was as a child I would have loved this, and now as an adult I was equally intrigued, so I went to one of the available self-serve kiosk and followed the instructions.

October 26, 2011
Equipping Contact Center Agents to Deliver Personal Service

Intelligent workflow technology that integrates with call routing systems to identify agent idle time and push training and coaching activities to the agent’s desktop is one way contact centers are improving the customer experience.

By Matt McConnell, President and CEO,  Knowlagent

“Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

September 16, 2011
Turning Customers Into Advocates

Training employees in rapport-building skills goes some way to improving their performance in real interactions with customers. However, no amount of training in the techniques of rapport building will improve an employee’s real behavior with a customer if that employee is stuck in a mindset that, wittingly or unwittingly, drives rapport-destroying behavior.

By Jonathan Chalstrey, Jonathan Chalstrey Associates

August 19, 2011
Tell Me Where It Hurts… Prescription for an Effective Incentive

Achieving goals and producing results is possible through incentives, and it doesn’t have to hurt. In fact, it’s a proven remedy. Companies that invest in an effective incentive program use it as a business tool to achieve uncommon goals—good preventive medicine.

By Debbie Szafran, Business Development Manager, Sutton & Associates

“Tell me where it hurts.” Sound familiar? This is usually the first question we hear from the doctor when we are not feeling well. In order for the doctor to determine the cause, we must answer some questions so the best treatment can be prescribed.

July 28, 2011
Learning and Development at Sprint

Sprint sees the marriage between traditional and leading-edge learning methods as an ongoing opportunity that continues to evolve, and that is reflected in an evolving performance-system approach. Sprint University collaborates with business units such as Sales and Customer Management to develop performer support tools that drive improved efficiency and effectiveness.

By Dave Fogleman, Vice President, Sprint University

Results from the 2011 American Customer Satisfaction Index include this noteworthy outcome: “Sprint was unbeaten among major wireless carriers for customer satisfaction. In addition to tying for first place among wireless carriers, Sprint was also the No. 1 most improved company in customer satisfaction, across all industries, over the last three years.” This recognition highlights the great strides Sprint has made in recent years to improve customer service and customer turnover.

July 1, 2011
Refocus Your Training on the Basics

Retooling your sales and service processes ensures your people a comprehensive selection of “how should I react in this situation” tools so they can focus on the customer, not on the product. Next, combine this new culture with an ongoing reinforcement and coaching plan that continues to give your staff additional tools they will need to be successful from the “Hello” at the beginning of a relationship to the ending, “Thank you, is there anything else I can do for you?”

By Dave Hamilton, senior vice president for Signature Worldwide

There has been an accelerated increase in consumer expectations the last few years. Yes, today’s economic climate has been a driving factor, but certainly not the only reason our customers now are focused on perceived value. The waste-not, want-not mentality, so visible and practiced by the traditionalist generation that was discarded by following generations, now seems to be the new status quo. It’s been said all things run in cycles.

June 2, 2011
Measuring Customer Service Training’s Impact

By investing in customer service training, employees will learn skills to provide better service up front and also uncover ways to reduce customer dissatisfaction. But the employee contribution is only part of the equation. A company must do its part by completing the pre-planning, goal setting, measurement, and readjustment phases.

By Kristen Meletio Kmetz, Regional Training Account Manager, Signature Worldwide

October 4, 2010
Call Center Today Launches 24-Hour Training Marathon

Call Center Today will host its first 24-hour Training Marathon, a series of call center learning Webinars, beginning Tuesday, October 26, at 8:00 a.m. EST. The first Training Marathon is focused on customer service for call center trainers and managers.
 

Call Center Today will host its first 24-hour Training Marathon, a series of call center learning Webinars, beginning Tuesday, October 26, at 8:00 a.m. EST. The first Training Marathon is focused on customer service for call center trainers and managers.

For 24 straight hours, Call Center Today’s consulting team will lead participants from across the globe in 24 customer service training sessions. At the top of each hour, a new 30-minute training session will begin, followed by 30 minutes of questions and answers with Call Center Today team experts.

August 2, 2010
Want Engaged Customers? Then Engage Your Employees!

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

April 10, 2007
Grow Your Business One Customer at a Time

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.