Culture.Service.Growth.

Size: px
Start display at page:

Download "Culture.Service.Growth."

Transcription

1 inside view / jul 2014 Culture.Service.Growth. By Susan Hash Contact Center Pipeline A PEOPLE-CENTRIC CULTURE THAT ENCOURAGES STAFF TO BE CREATIVE, TAKE RISKS AND TO BE SUCCESSFUL. Pipeline Articles

2 Susan Hash Contact Center Pipeline At some point, every employee has entertained the notion that, If I were in charge, I would do this or that differently. It s a fleeting thought that typically surfaces when someone is frustrated by an internal obstacle, a complicated process or a pointless policy. Generally, leaders never get to hear what their employees would do differently, because most organizations tend to have multiple layers of bureaucracy that discourage new ideas. That is the type of rigid environment and restrictive thinking that Tim Montgomery and Tim Handren were determined to avoid when they launched Culture.Service.Growth. (CSG) in As veterans of the contact center world, Montgomery and Handren were familiar with the obstacles that traditional contact centers struggled with and which prevented frontline staff from delivering world-class service. They knew that there was a better way. A former contact center consultant and advisor to some of the world s most recognized service organizations, Montgomery also has held a variety of leadership and executive positions within leading companies like USAA, Coca-Cola and The Scooter Store. Handren, former COO of USAA, brought 25 years of experience in the insurance and financial services industries. The two realized that they could draw on their combined expertise to create the ideal contact center business model one based on an open, collaborative environment that encourages employees to be creative and take risks, and which treats people with respect. As Montgomery puts it, We had the ability to build the company that we always wanted to work for. Four years later, the business is thriving CSG has a staff of close to 600 and rising. Its Service 1st culture is both a guiding principle and a way of life that has contributed to the company s growth and well-earned reputation for delivering a world-class customer experience across sectors. But overall, Montgomery says, CSG s success can be attributed to its people. Managing the Agent, Not the Seat Both Montgomery and Handren were passionate about creating an employee-centric company. Most importantly, they wanted to ensure that CSG s management practices focused on helping employees to be successful. In most call centers, leaders are taught to manage the seat rather than the agent, Montgomery points out. They put a lot of metrics squarely on the shoulders of the frontline reps, and their conversations with them are about numbers. We decided that we were going to focus on behaviors treat people like adults, expect adult behavior and have adult conversations. To that end, Montgomery and Handren decided to forgo the traditional call center policies that are irrelevant to the work. Take dress codes, for instance, which some managers spend a considerable amount of time discussing, planning and enforcing. Our dress code policy is simple: Wear clothes that you d be comfortable going to dinner with your grandmother in, Montgomery says. We don t waste any time worrying about what people wear. We spend our time focusing on what they do. Specifically, CSG leaders concentrate only on behaviors that within the agent s control attendance, schedule adherence and continuous improvement. Our scorecards and conversations with our agents are around show up, follow your schedule and get better, Handren says. Every CSG employee understands that all three are the key to success or the key to failure and it is 100% within their control. Because the quality process focuses on behaviors rather than scores, agents look forward to the feedback, which they view as a growth opportunity. As Montgomery explains, the quality program is something that we do for the agent, not to the agent. It s not just a form, it s a conversation about getting better. Importantly, coaching and feedback are not limited to QM sessions. Each team lead at CSG is required to spend at least half of his or her time on the call center floor conducting real-time side-byside monitoring and coaching. 2

3 CSG s remarkable growth over the past four years can be attributed a talented staff that provides world-class service. A fun, festive atmosphere contributes to the contact center s high employee satisfaction. 3

4 Involved and Accessible Leadership One of the benefits of building your own company is the ability to develop effective, well-defined processes from the start. At CSG, the focus has always been on simplicity and freeing supervisors time to allow them to spend of it on coaching and developing their teams. For instance, CSG supervisors don t spend the bulk of their day summarizing, compiling and generating weekly or monthly performance reports. We have one version of the truth for everything, Handren says. Everybody works from that version of the truth, so our supervisors don t have to spend their time manipulating spreadsheets. They have quick point-and-click access to all of the information that they need. In addition to eliminating the typical time constraints that prevent supervisors from concentrating on agent development, Montgomery and Handren removed the physical barriers that separated leaders from the frontline staff, as well. Instead of disappearing into offices or closed-door meetings, CSG s managers and leaders are always visible and approachable. In fact, there are no offices. Everyone agents, team leads, supervisors, managers sits in cubicles on the call center floor, including Montgomery and Handren. We have an open-cube policy, Montgomery says. It doesn t matter what your title or role is, you have a cubicle. Everyone is accessible all the time. It s pretty amazing. We re continuously finding ways to improve because we re constantly listening to everyone. Agile Environment Encourages a Different Kind of Leader Competing effectively in today s fast-changing business environment calls for flexibility and quick decisions. Yet too many organizations are hampered by cumbersome planning and decision-making processes. Because CSG lacks the rigid hierarchy that characterizes traditional organizations, decision-making is immediate and straightforward. In most companies, getting to a decision typically requires a series of meetings and presentations that can stretch out over weeks or months. By that time, we would have had it done and implemented, Montgomery says. Instead, he adds, CSG has a strict no PowerPoint policy. If you have an idea or you want to do something, come in and talk about it. We ll spend a few minutes on a white board, and we ll make a decision and go. We want everybody to continually challenge, take risks and make decisions so we encourage people to try new things and to fail, Handren says. People who have been in traditional businesses and call centers have a fear of failure, so they re almost paralyzed to act. We want our staff to go 100 miles an hour. Not everybody is comfortable in such an open, collaborative setting, though. Montgomery initially thought that seasoned call center leaders would embrace the culture, but as it turned out, that was not the case. We haven t had a lot of success bringing in leaders who have a lot of experience in other call centers, he says. It s hard for people to unlearn their bad habits. Our environment doesn t allow for any kind of bureaucracy at all. The things that have made leaders successful in other organizations don t necessarily work here. Auditioning for a Position: CSG s Got Talent It s not surprising that most of CSG s managers and senior leaders have been promoted from within. They don t have that fear, Montgomery notes. They re not bringing with them that legacy. It s refreshing they have great ideas and are willing to try new things. They may not always get it right, but at least they re taking a swing and we love that. So how does CSG find creative, motivated staff who will thrive in its unique environment? Traditional 4

5 recruiting and hiring based on call center or customer service experience was not bringing in the right type of talent. The company needed a hiring process that was as distinct as its culture. Two years ago, they launched a new program, called CSG s Got Talent. Here are the program s highlights: Qualified candidates are sent an invitation to participate in a voice audition via IVR. The instructs candidates to call a phone number for the initial screening, which will take them through three scenarios. The doesn t mention that there is a fourth scenario an additional question that requires participants to think on their feet. It s surprising how many people just hang up because they don t know what to do, Montgomery says. Candidates who successfully pass the voice audition are invited in for a panel interview. The panel, which is jointly run by a supervisor and a frontline agent, includes 10 to 15 staff members. The group interview consists of behavioral questions that allow the panel to see how an individual interacts with others and whether he or she is a good fit for the culture. Candidates who are approved by the panel are then invited in for a formal interview, which, in many cases, is conducted by a frontline agent. As the greatest advocates for the company, frontline staff are enthusiastic participants in the screening process. In fact, an online recruiting video created entirely by frontline agents serves as a strong testimonial for CSG s culture (view the video at CSGrocks.com). Engaged Employees with a Voice Employee engagement processes can never be static, and at CSG, leaders and managers are constantly gathering feedback from staff about what they like about the company, what changes they d like to see and what leadership can do differently whether through informal conversations on the call center floor or via regular stay interviews. While frontline employees always have the ears of their supervisors, managers and senior leaders, they also have their own employee-run forum. Called the Culture Club, it consists of 15 to 18 frontline employees who represent each department and campaign. The Culture Club meets on a regular basis to gather ideas and feedback, check the general morale pulse of the center and to plan fun activities, pot lucks, outings and decorations. There is no doubt that the open environment, festive atmosphere and having a strong voice in the company have been powerful motivators for CSG staff. But Montgomery believes that the biggest impact on employee engagement comes from the respect that the frontline agents get from their managers, which is demonstrated on a daily basis. The proof that it s working? About 85% to 90% of CSG employees come from internal referrals. We use that to help us gauge the health of the organization, he adds. Susan Hash is the Editor of Contact Center Pipeline. (206)

6 About Contact Center Pipeline Contact Center Pipeline is a monthly instructional journal focused on driving business success through effective contact center direction and decisions. Each issue contains informative articles, case studies, best practices, research and coverage of trends that impact the customer experience. Our writers and contributors are well-known industry experts with a unique understanding of how to optimize resources and maximize the value the organization provides to its customers. To learn more, visit: Online Resource This issue is available online at: ContactCenterPipeline.com Pipeline Publishing Group, Inc. PO Box 3467, Annapolis, MD (443)

DFS. Pipeline Articles www.contactcenterpipeline.com. Retailer provides shoppers with a positive personal connection through live video chat.

DFS. Pipeline Articles www.contactcenterpipeline.com. Retailer provides shoppers with a positive personal connection through live video chat. inside view / jan 2015 DFS Retailer provides shoppers with a positive personal connection through live video chat. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

Intralox. Ensuring world-class customer support through a culture of innovation, continuous improvement and self-management.

Intralox. Ensuring world-class customer support through a culture of innovation, continuous improvement and self-management. inside view / feb 2012 Intralox Ensuring world-class customer support through a culture of innovation, continuous improvement and self-management. by Susan Hash, Contact Center Pipeline Pipeline Articles

More information

DELTA DENTAL OF MICHIGAN BREATHES NEW LIFE INTO QUALITY MONITORING

DELTA DENTAL OF MICHIGAN BREATHES NEW LIFE INTO QUALITY MONITORING performance matters / jan 2014 DELTA DENTAL OF MICHIGAN BREATHES NEW LIFE INTO QUALITY MONITORING A center s quality transformation journey is built on trust, honesty and heart. By Rebecca Gibson, Interactive

More information

It s Time for Collaboration in the Center

It s Time for Collaboration in the Center feature / apr 2013 It s Time for Collaboration in the Center Embrace the value of social knowledge sharing and crossfunctional collaboration. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

ELECTRIC CUSTOMER EXPERIENCE. Technology-assisted selfservice interactions need to be just as personal as human interactions. p. 2

ELECTRIC CUSTOMER EXPERIENCE. Technology-assisted selfservice interactions need to be just as personal as human interactions. p. 2 Smart Insights and Practical Advice for the Contact Center EXECS IN THE KNOW / MAY 2015 Technology-assisted selfservice interactions need to be just as personal as human interactions. p. 2 ELECTRIC CUSTOMER

More information

How to Develop. Pipeline Articles www.contactcenterpipeline.com

How to Develop. Pipeline Articles www.contactcenterpipeline.com performance matters / jun 2013 How to Develop a Coach the Coach Program Practical guidelines for planning and developing a more structured coach the coach program. By Rebecca Gibson, Interactive Intelligence

More information

Co-Create an Customers Value

Co-Create an Customers Value feature / jul 2013 Co-Create an Experience That Customers Value Involve your customers in designing an experience that adds value for all stakeholders. By Susan Hash, Contact Center Pipeline Pipeline Articles

More information

Blue Cross Blue Shield of Michigan An innovative learning experience designed to help employees walk in customers shoes.

Blue Cross Blue Shield of Michigan An innovative learning experience designed to help employees walk in customers shoes. inside view / jun 2013 Blue Cross Blue Shield of Michigan An innovative learning experience designed to help employees walk in customers shoes. By Susan Hash, Contact Center Pipeline Pipeline Articles

More information

Is Chief Customer Officer in Your Future?

Is Chief Customer Officer in Your Future? feature / jan 2012 Is Chief Customer Officer in Your Future? Are you ready to take a seat at the C-suite table? Build the competencies to lead customer-oriented change. by Susan Hash, Contact Center Pipeline

More information

Needle Inc. Chat services firm puts passionate brand advocates to work to create an engaging online experience.

Needle Inc. Chat services firm puts passionate brand advocates to work to create an engaging online experience. inside view / mar 2012 Needle Inc. Chat services firm puts passionate brand advocates to work to create an engaging online experience. by Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

CONTACT CENTER REPORTING Start with the basics and build success.

CONTACT CENTER REPORTING Start with the basics and build success. tech line / dec 2013 CONTACT CENTER REPORTING Start with the basics and build success. By Brian Hinton, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com Brian Hinton Strategic Contact

More information

Stream Energy Delivering the type of quality customer service that your best friend would recommend.

Stream Energy Delivering the type of quality customer service that your best friend would recommend. inside view / oct 2013 Stream Energy Delivering the type of quality customer service that your best friend would recommend. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

HOUSTON 311. Pipeline Articles www.contactcenterpipeline.com. City of Houston leverages technology to improve the lives of citizens and agents.

HOUSTON 311. Pipeline Articles www.contactcenterpipeline.com. City of Houston leverages technology to improve the lives of citizens and agents. inside view / oct 2014 HOUSTON 311 City of Houston leverages technology to improve the lives of citizens and agents. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

TEXT: YOU CAN T PUT YOUR CUSTOMERS ON HOLD

TEXT: YOU CAN T PUT YOUR CUSTOMERS ON HOLD execs in the know / jan 2015 TEXT: YOU CAN T PUT YOUR CUSTOMERS ON HOLD Preliminary findings from the 2014 CXMB Corporate Benchmark Study. By Susan McDaniel Execs in the Know @SMCWpg Pipeline Articles

More information

Are You Headed Toward a Perfect Storm?

Are You Headed Toward a Perfect Storm? leading thoughts / sep 2012 Are You Headed Toward a Perfect Storm? Empowered customers and rapidly expanding access channels are on a collision course with contact centers that are unprepared to meet new

More information

BEST PRACTICES IN TRAINING NEW TECHNOLOGY How to ensure a smooth transition and avoid common training pitfalls when rolling out new technology.

BEST PRACTICES IN TRAINING NEW TECHNOLOGY How to ensure a smooth transition and avoid common training pitfalls when rolling out new technology. performance matters / nov 2013 BEST PRACTICES IN TRAINING NEW TECHNOLOGY How to ensure a smooth transition and avoid common training pitfalls when rolling out new technology. By Rebecca Gibson, Interactive

More information

Make Employee Recognition Part Strategy Positively influence agent behavior and cultivate a customer-centric culture.

Make Employee Recognition Part Strategy Positively influence agent behavior and cultivate a customer-centric culture. customer experience / oct 2013 Make Employee Recognition Part of Your CEM Strategy Positively influence agent behavior and cultivate a customer-centric culture. By Janet LeBlanc, Janet LeBlanc + Associates

More information

THE CONTACT CENTER S CONTRIBUTION TO CEM LEVERAGE DATA TO BREAK DOWN THE BARRIERS TO CUSTOMER-CENTRIC CHANGE.

THE CONTACT CENTER S CONTRIBUTION TO CEM LEVERAGE DATA TO BREAK DOWN THE BARRIERS TO CUSTOMER-CENTRIC CHANGE. feature / june 2014 THE CONTACT CENTER S CONTRIBUTION TO CEM LEVERAGE DATA TO BREAK DOWN THE BARRIERS TO CUSTOMER-CENTRIC CHANGE. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

EMPLOYEE ENGAGEMENT. Pipeline Articles www.contactcenterpipeline.com

EMPLOYEE ENGAGEMENT. Pipeline Articles www.contactcenterpipeline.com superior service / feb 2014 EMPLOYEE ENGAGEMENT Five best practices for protecting and investing in your most prized corporate asset: Your employees! By Eli Federman, Customer Service Simplified Pipeline

More information

Module 12: The Job Search Process Transcript

Module 12: The Job Search Process Transcript Module 12: The Job Search Process Transcript The Employers Problem (video clip 1) To understand how to look for a job, you need to understand the perspective of the people whose attention you re trying

More information

CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right.

CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right. leading thoughts / nov 2013 CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right. By Lori Bocklund, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com

More information

Attracting Top Talent

Attracting Top Talent In today s competitive talent marketplace, you need to think about attracting new employees to your business the same way you think about attracting new customers. It s not enough to just post a job ad

More information

The Cloud. for Everybody While cloud solutions appeal to IT and the center, there is also an obvious appeal to the corporation overall. Win! Win! Win!

The Cloud. for Everybody While cloud solutions appeal to IT and the center, there is also an obvious appeal to the corporation overall. Win! Win! Win! tech line / dec 2012 Win! Win! Win! The Cloud Contact Center Has Something for Everybody While cloud solutions appeal to IT and the center, there is also an obvious appeal to the corporation overall. By

More information

for Sample Company November 2012

for Sample Company November 2012 for Sample Company November 2012 Sample Company 1800 222 902 The Employee Passion Survey Passionate employees are focused, engaged and committed to doing their best in everything they do. As a result,

More information

BEFORE YOU HIRE: IDEAS FOR MEETING SERVICE LEVELS WITH EXISTING STAFF

BEFORE YOU HIRE: IDEAS FOR MEETING SERVICE LEVELS WITH EXISTING STAFF strategic staffing / dec 2014 BEFORE YOU HIRE: IDEAS FOR MEETING SERVICE LEVELS WITH EXISTING STAFF Address staffing needs by optimizing schedules, crosstraining and reducing absenteeism. By Joanna Marks

More information

Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics

Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics tech line / apr 2012 Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics Glean the most value from your data with an analytical approach to contact center reporting. By Lori

More information

Leadership Development Catalogue

Leadership Development Catalogue The TrainingFolks Approach The importance of superior management, leadership and interpersonal skills are critical to both individual and organizational success. It is also critical to apply these skills

More information

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline

More information

The Value of Training

The Value of Training feature / mar 2012 The Value of Training Does your company view agent training as a cost or investment? Align agent development with business goals to get the funding that you need. by Susan Hash, Contact

More information

LIFE HACKS TO EMPOWER YOUR SMALL BUSINESS

LIFE HACKS TO EMPOWER YOUR SMALL BUSINESS LIFE HACKS TO EMPOWER YOUR SMALL BUSINESS Find Your Company s It Factor What is Zane Benefits? Zane Benefits is the leader in individual health insurance reimbursement for small businesses. Since 2006,

More information

OPTIMIZING ROUTING AND REPORTING ON WHY CUSTOMERS CALL

OPTIMIZING ROUTING AND REPORTING ON WHY CUSTOMERS CALL tech line / may 2014 OPTIMIZING ROUTING AND REPORTING ON WHY CUSTOMERS CALL Take a broader view to do what s best for the center and the customer. By Brian Hinton, Strategic Contact Inc. Pipeline Articles

More information

NETREPS: MANAGING YOUR ONLINE REPUTATION

NETREPS: MANAGING YOUR ONLINE REPUTATION NETREPS: MANAGING YOUR ONLINE REPUTATION netreps: managing your online reputation Are you Facebooked? Are you in a Google+ circle? What about LinkedIn? Do you tweet? Have you posted a comment on a company

More information

An Executive Primer To Customer Success Management

An Executive Primer To Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage

More information

Why Your Job Search Isn t Working

Why Your Job Search Isn t Working Why Your Job Search Isn t Working 6 mistakes you re probably making and how to fix them I t s easy to think that your lack of success in finding a new job has nothing to do with you. After all, this is

More information

IS BENCHMARKING ALL THERE IS? Many tools can help you navigate the path to best practices.

IS BENCHMARKING ALL THERE IS? Many tools can help you navigate the path to best practices. leading thoughts / oct 2013 IS BENCHMARKING ALL THERE IS? Many tools can help you navigate the path to best practices. By Lori Bocklund, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com

More information

HOW TO BUILD AN AGILE SOCIAL MEDIA TEAM

HOW TO BUILD AN AGILE SOCIAL MEDIA TEAM HOW TO BUILD AN AGILE SOCIAL MEDIA TEAM Putting the Right Skills in Place for Social Media Effectiveness a publication How to Build an Agile Social Media Team 2 Consumers increasingly expect to engage

More information

Winning Leadership in Turbulent Times Developing Emotionally Intelligent Leaders

Winning Leadership in Turbulent Times Developing Emotionally Intelligent Leaders Working Resources is a Leadership Consulting, Training and Executive Coaching Firm Helping Companies Assess, Select, Coach and Retain Emotionally Intelligent Leaders; Emotional Intelligence-Based Interviewing

More information

AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST NAVIGATE THE SUCCESSION

AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST NAVIGATE THE SUCCESSION 16_Berger 10/13/10 4:21 PM Page 169 Chapter 16 CEO Succession Planning Marshall Goldsmith, Executive Coach Leadership Development and Behavioral Change AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST

More information

Internship Guide. Get Started

Internship Guide. Get Started Internship Guide This guide provides a roadmap for any company, no matter the size of the business or the industry. Whether you re just getting started or already have an internship program that you want

More information

EFFECTIVE CEM REQUIRES ENGAGED LEADERSHIP

EFFECTIVE CEM REQUIRES ENGAGED LEADERSHIP customer experience / mar 2013 EFFECTIVE CEM REQUIRES ENGAGED LEADERSHIP Driving a customer-centric focus is a continuous journey that calls for commitment and collaboration. By Janet LeBlanc, Janet LeBlanc

More information

INTERVIEW QUESTIONS GUIDE

INTERVIEW QUESTIONS GUIDE INTERVIEW QUESTIONS GUIDE Prepared by MBA Career Services USC Marshall School of Business March 2016 1 Table of Contents GENERAL QUESTIONS3 TOP TEN MOST ASKED QUESTIONS... 3 CAREER DIRECTION... 3 CORPORATE

More information

Using Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life

Using Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life Using Social Media to Grow Your Brand www.parkerwhite.com life@parkerwhite.com we give brands life INTRODUCTION: Why Social Media? Social media is powerful because of its authenticity people take messages

More information

performance matters / mar 2013

performance matters / mar 2013 performance matters / mar 2013 QA Form Scorecard: How Does Your Form Measure Up? Does your QA form add structure and clarity to your process, or does it leave agents and supervisors confused and unsure

More information

Creating an Effective Mystery Shopping Program Best Practices

Creating an Effective Mystery Shopping Program Best Practices Creating an Effective Mystery Shopping Program Best Practices BEST PRACTICE GUIDE Congratulations! If you are reading this paper, it s likely that you are seriously considering implementing a mystery shop

More information

THE CHANGING FACE OF ASSISTED SERVICE A new breed of virtual and live assistants is having a positive impact on the customer experience.

THE CHANGING FACE OF ASSISTED SERVICE A new breed of virtual and live assistants is having a positive impact on the customer experience. tech line / feb 2014 THE CHANGING FACE OF ASSISTED SERVICE A new breed of virtual and live assistants is having a positive impact on the customer experience. By Ken Barton, Strategic Contact Inc. Pipeline

More information

October 2015 Brought to you by Sococo. The Employee Engagement Handbook. The key to success in managing distributed teams

October 2015 Brought to you by Sococo. The Employee Engagement Handbook. The key to success in managing distributed teams October 2015 Brought to you by Sococo The Employee Engagement Handbook The key to success in managing distributed teams Contents Author s note...3 Employee engagement today...4 Distributed team challenge...5

More information

CUSTOMER EXPERIENCE MANAGEMENT AND CUSTOMER RETENTION Superior customer care is a powerful competitive differentiator.

CUSTOMER EXPERIENCE MANAGEMENT AND CUSTOMER RETENTION Superior customer care is a powerful competitive differentiator. customer experience / aug 2014 CUSTOMER EXPERIENCE MANAGEMENT AND CUSTOMER RETENTION Superior customer care is a powerful competitive differentiator. By Dick Bucci, Pelorus Associates Pipeline Articles

More information

How To Ensure Your Best Volunteers Leave (Top Tips For Disengagement)

How To Ensure Your Best Volunteers Leave (Top Tips For Disengagement) How To Ensure Your Best Volunteers Leave (Top Tips For Disengagement) Make your Orientation program an exercise in TEDIUM Don t CONNECT to their PASSION Don t CHALLENGE their INTELLECT Don t ENGAGE their

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Target s Guide to Change Management

Target s Guide to Change Management Target s Guide to Change Management SUCCESSFUL CHANGE CHANGES EVERYTHING L AMARSH.COM 505 N O R T H L A K E S H O R E D R I V E, S U I T E 1210 C H I C A G O, I L L I N O I S 60611 U S A P. 3 1 2. 4 6

More information

Guideline to purchase a CRM Solution

Guideline to purchase a CRM Solution Guideline to purchase a CRM Solution esphere Whitepaper Content list Introduction... 3 Challenges... 3 Overview... 4 Define Your CRM Requirements and Business Objectives and start gather information...

More information

Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers.

Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers. superior service / feb 2013 Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers. By Guillermo Valiente, TELUS

More information

Human Resource Research Paper

Human Resource Research Paper Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16 th, 2005 Raymond Chow Executive Summary One of the

More information

The Advisor Partnership Program (TAPP)

The Advisor Partnership Program (TAPP) The Advisor Partnership Program (TAPP) Running Your Business CREATING A CLIENT ADVISORY BOARD INVESTMENT PRODUCTS: NOT FDIC INSURED NO BANK GUARANTEE MAY LOSE VALUE A STEP-BY-STEP PROCESS Creating a client

More information

20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE

20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE 20 CUSTOMER SERVICE BEST PRACTICES HOW TO DELIVER EXCEPTIONAL SERVICE We are firm believers in putting the customer back in customer service. The world has changed. People and devices are more connected,

More information

The Referral Blueprint

The Referral Blueprint The Referral Blueprint Your path to success has never been so clear. Our Referral Blueprint has been designed to help you get more referrals by building a business Powered by Referrals. Our goal is to

More information

Achieve Contact. Pipeline Articles www.contactcenterpipeline.com

Achieve Contact. Pipeline Articles www.contactcenterpipeline.com tech line / jan 2013 Achieve Contact Center Goals through Strategic Synergy and Realism To get funding, align technology, business and operations strategies, and show how the technology can deliver. By

More information

Strategies to Optimize Call Center Performance

Strategies to Optimize Call Center Performance Strategies to Optimize Call Center Performance Financial services customers demand superior service and support as the price of their ongoing loyalty and patronage. In today s experience-driven economy,

More information

COORDINATOR S GUIDE To Workplace Campaigns

COORDINATOR S GUIDE To Workplace Campaigns COORDINATOR S GUIDE To Workplace Campaigns Your commitment. Our experience. Together, we can create a brighter future for all. In today s workplaces, there are fewer resources to research, plan, implement

More information

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY

More information

~ Press Kit ~ Professional Event Planning. Design / Planning / Management

~ Press Kit ~ Professional Event Planning. Design / Planning / Management Professional Event Planning Design / Planning / Management We create memorable events while providing you with a first class experience. ~ Press Kit ~ Get in Touch The Contents (949) 690-6832 cassie@eventsbycassie.com

More information

Lead Management. 7 Best Practices in. How to build greater marketing ROI and increase sales revenue

Lead Management. 7 Best Practices in. How to build greater marketing ROI and increase sales revenue 7 Best Practices in Lead Management How to build greater marketing ROI and increase sales revenue Authored By: Deborah Miller Pierce President, NitroMojo www.nitromojo.com Table of Contents Lead Management-The

More information

BEFORE YOU PLAN STRATEGIC PLANNING ADVICE FOR NONPROFITS

BEFORE YOU PLAN STRATEGIC PLANNING ADVICE FOR NONPROFITS BEFORE YOU PLAN STRATEGIC PLANNING ADVICE FOR NONPROFITS A publication of Starboard Leadership Consulting, LLC Page 1 Introduction For years we ve been telling anyone who will listen that, Not having a

More information

Workforce Analytics Enable Smarter Decisions

Workforce Analytics Enable Smarter Decisions Ventana Research: Workforce Analytics Enable Smarter Decisions Workforce Analytics Enable Smarter Decisions Finding the Right Tool for Human Capital Management White Paper Sponsored by 1 Ventana Research

More information

INTEGRATE CHANGE INTO YOUR WORKFORCE STRATEGIC TALENT MANAGEMENT SOFTWARE SOLUTIONS

INTEGRATE CHANGE INTO YOUR WORKFORCE STRATEGIC TALENT MANAGEMENT SOFTWARE SOLUTIONS INTEGRATE CHANGE INTO YOUR WORKFORCE STRATEGIC TALENT MANAGEMENT SOFTWARE SOLUTIONS WHY TEDS? Fully Integrated TEDS Talent Management Solutions are fully integrated, allowing information to be shared among

More information

Retaining Teachers: The Principal as Motivating Factor

Retaining Teachers: The Principal as Motivating Factor Retaining Teachers: The Principal as Motivating Factor Lawrence Allen Jr. People have asked me why, in my inner-city school of twelve hundred children 80 percent of them impoverished deemed in many eyes

More information

Advice for Recommenders: How to write an effective Letter of Recommendation for applicants to the Stanford MBA Program

Advice for Recommenders: How to write an effective Letter of Recommendation for applicants to the Stanford MBA Program Advice for Recommenders: How to write an effective Letter of Recommendation for applicants to the Stanford MBA Program -- Edited Transcript of Interview updated 27 July 2011 What are some of your responsibilities

More information

Lunch & Learn Series From. Impact Factory. www.impactfactoryutah.com (801) 581-0369. Impact Factory

Lunch & Learn Series From. Impact Factory. www.impactfactoryutah.com (801) 581-0369. Impact Factory Lunch & Learn Series From 1 It only takes 3 seconds a first impression can make or break a business relationship! People first evaluate your physical appearance but it is your body language, mannerisms

More information

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Introduction The following quotes are comments made by HR professionals from U.S. healthcare providers who

More information

Contact Center Technology Monitoring

Contact Center Technology Monitoring tech line / oct 2012 Contact Center Technology Monitoring Monitoring allows companies to detect outages and issues for quick resolution, and enables effective planning for prevention and optimization going

More information

SOCIAL MEDIA AND YOUR PERSONAL BRAND

SOCIAL MEDIA AND YOUR PERSONAL BRAND 96% of Americans know this logo! But the feelings or impression the bulls-eye evokes is part of branding. Target has carefully crafted their brand as fun, design-oriented, innovative, value-driven, and

More information

FROM BEST-OF-BREED TO STANDALONE TO SUITE

FROM BEST-OF-BREED TO STANDALONE TO SUITE TECH LINE by BRIAN HINTON CONTACT CENTER PIPELINE JANUARY 2016 FROM BEST-OF-BREED TO STANDALONE TO SUITE As companies of all sizes are driven by a desire to go far and fast with strained IT resources,

More information

Workforce Insights Employee Satisfaction Surveying

Workforce Insights Employee Satisfaction Surveying Workforce Insights Employee Satisfaction Surveying Overview One significant factor in your call center s success is how happy and satisfied the employees are. Employee satisfaction has an extremely high

More information

0 to 3,000 Team Members The MMMM Vision

0 to 3,000 Team Members The MMMM Vision 0 to 3,000 Team Members The MMMM Vision Presented by Tim Murch, CBSE MMMM Owner/President/CEO President s Forum Opening Session The Entrepreneurship Institute February 7, 2013 Welcome MMMM History Founded

More information

You Must Promote You

You Must Promote You You Must Promote You The college softball recruiting process can be very challenging to understand. At times, it can be extremely confusing and frustrating for players and their families. As an organization,

More information

Contact Centre Supervisor

Contact Centre Supervisor Development and Training Programme: Contact Centre Supervisor July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060

More information

FROM OUR PEOPLE TO OUR CULTURE WE RE DIFFERENT.

FROM OUR PEOPLE TO OUR CULTURE WE RE DIFFERENT. FROM OUR PEOPLE TO OUR CULTURE WE RE DIFFERENT. Our Story HUMAN RESOURCES. TIME & LABOR MANAGEMENT. PAYROLL. IT S WHAT WE DO. While working at a large payroll company for 10 years, the Balance Point founders

More information

IS IT POSSIBLE THAT WHAT YOU LEARNED ABOUT COACHING IS WRONG?

IS IT POSSIBLE THAT WHAT YOU LEARNED ABOUT COACHING IS WRONG? » WHITE PAPER IS IT POSSIBLE THAT WHAT YOU LEARNED ABOUT COACHING IS WRONG? SOMETIMES DIFFERENT IS BETTER THE TRUTH ABOUT WHO TO COACH & HOW TO ASSESS THEIR PERFORMANCE Tom Stanfill, CEO ASLAN Training

More information

Anaplan makes workforce planning strategic at a fast-growing cloud computing company

Anaplan makes workforce planning strategic at a fast-growing cloud computing company Use Case Workforce Planning Challenge Over reliant on IT support for gathering critical data across organization Change requests required days of turnaround time Managing input from over 30 people across

More information

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish GUIDE Social Media Strategy Guide How to build your strategy from start to finish Social Media Strategy Guide How to build your strategy from start to finish Whether you re a social media coordinator for

More information

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever.

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. The 10 Rules How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. 2 10 Rules Page 2 Rule #1: Never lie to anyone. Never lie to yourself

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information

Talent Management Leadership in Professional Services Firms

Talent Management Leadership in Professional Services Firms Talent Management Leadership in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction.... 3

More information

?Six questions. to ask yourself before hiring a Social Media Manager.

?Six questions. to ask yourself before hiring a Social Media Manager. ?Six questions to ask yourself before hiring a Social Media Manager. Hi! Thank-you for downloading my ebook Six questions to ask yourself before hiring a Social Media Manager. I wrote this ebook to help

More information

NINE. Coaching Tips. for Sales Managers to Drive Better Sales Funnel Results

NINE. Coaching Tips. for Sales Managers to Drive Better Sales Funnel Results NINE Coaching Tips for Sales Managers to Drive Better Sales Funnel Results Series on Maximizing Performance with the Sales Funnel Reference Guide Introduction... i Tip One Commit to a funnel inspection

More information

Newcastle University IT Service. Sharon Mossman. AXELOS.com

Newcastle University IT Service. Sharon Mossman. AXELOS.com Newcastle University IT Service Sharon Mossman AXELOS.com Case Study February 2015 Contents Introduction 3 Adopting ITIL 4 ITIL s Continuing Use 7 What are your recommended Best Practices? 8 About AXELOS

More information

Interview Analysis. Sample report

Interview Analysis. Sample report Interview Analysis Sample report INTERVIEWS ANALYSIS FOREWORD This report presents the findings made out of interviews analyzed using Triviumsoft full text mapping technology (TIM). Context: - the company,

More information

Sage HRMS The best team wins: Ten tips to hone your recruiting, hiring, and onboarding processes

Sage HRMS The best team wins: Ten tips to hone your recruiting, hiring, and onboarding processes Sage HRMS Ten tips to hone your recruiting, hiring, and onboarding processes Introduction Human resources departments continue to struggle to build the best workforce. There are plenty of applicants but

More information

DRIVE EFFECTIVE MULTICHANNEL CUSTOMER CARE THROUGH FOCUS

DRIVE EFFECTIVE MULTICHANNEL CUSTOMER CARE THROUGH FOCUS Smart Insights and Practical Advice for the Contact Center INDUSTRY OUTLOOK / APR 2015 only 8% strongly agree that 'my company is successful in offering omnichannel customer care solutions.' p. 2 DRIVE

More information

The Purpose and Goals of a Call Center Audit

The Purpose and Goals of a Call Center Audit sponsor spotlight / jan 2012 The Purpose and Goals of a Call Center Audit Cloud-based Approaches Today by Colin Taylor, Chairman & CEO, The Taylor Reach Group Inc. Pipeline White Papers www.contactcenterpipeline.com

More information

THE ORBIT CITY THROW DOWN: SPACELY SPROCKETS VS. THE CONTACT CENTER

THE ORBIT CITY THROW DOWN: SPACELY SPROCKETS VS. THE CONTACT CENTER Smart Insights and Practical Advice for the Contact Center THE VIEW FROM THE SADDLE / JULY 2015 From the time employees arrive at work and step onto the conveyer belt that takes them straight to their

More information

AIA Michigan s Social Media Marketing Course

AIA Michigan s Social Media Marketing Course AIA Michigan s Social Media Marketing Course Welcome to the AIA Michigan s Social Media Marketing Course You are now officially on your way to getting a strong foundation of how you can market your business

More information

The Value of Technology Assessment and Planning

The Value of Technology Assessment and Planning tech line / jan 2012 The Value of Technology Assessment and Planning A four-step process to ensure that you re pursuing the right technology to meet your requirements and environment. By Lori Bocklund

More information

Louis Gudema: Founder and President of Revenue + Associates

Louis Gudema: Founder and President of Revenue + Associates The Interview Series - Presented by SmartFunnel Interviews of Sales + Marketing Industry Leaders Louis Gudema: Founder and President of Revenue + Associates PETER: Hello folks this is Peter Fillmore speaking.

More information

Embracing Mobile Chat

Embracing Mobile Chat feature / mar 2013 Embracing Mobile Chat Consumers and companies are giving chat the thumbs up for an improved mobile experience. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

The 5-P Prescription for Getting Workforce Management. Authored for NICE Systems by Wise Workforce Strategies. www.nice.com

The 5-P Prescription for Getting Workforce Management. Authored for NICE Systems by Wise Workforce Strategies. www.nice.com The 5-P Prescription for Getting Workforce Management Authored for NICE Systems by Wise Workforce Strategies www.nice.com TABLE OF CONTENTS EXECUTIVE SUMMARY... 3 THE IMPORTANCE OF GETTING WORKFORCE MANAGEMENT...

More information

Is Your Sales Rep Set Up for Success?

Is Your Sales Rep Set Up for Success? By Amy Bingham Is Your Sales Rep Set Up for Success? His activity will pay off, you ve been telling yourself. Any day now he ll close a big deal. Still, you re having trouble ignoring the little voice

More information

How To Get Started With Customer Success Management

How To Get Started With Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 How To Get Started With Customer Success Management Table Of Contents Four Actionable Steps To Setting Up Your Customer

More information

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE INTERVIEW QUESTIONS: ADVICE AND GUIDANCE Although interviews can vary tremendously, from an informal chat to a panel interview, some questions always seem to crop up. It would be a good idea to review

More information

PREPARING FOR THE INTERVIEW

PREPARING FOR THE INTERVIEW U N I V E R S I T Y C A R E E R S E R V I C E S PREPARING FOR THE INTERVIEW THE INTERVIEW The interview is an opportunity to demonstrate to an employer why you are the best fit for the position. Essentially,

More information