Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Raj Verma - ContactCenterWorld.com Blog

HR Roles of the FUTURE

HR Roles of the FUTURE
Change is here, and it’s best to get a head start

- Future of Work Leader, responsible for analyzing what skills will be most essential as the workforce continues to evolve.

- HR Data Detective, responsible for synthesizing disparate data streams to help solve business problems

- VR Immersion Counsellor - This role would help realize the potential of using #VR to scale programs onboarding, coaching, reskilling, upskilling, and even medical, & safety training

- Strategic HR Business Continuity Director - This person leads the HR response team and works with the CXOs to propose how to create a safe workplace — onsite & Offsite

- Human Bias Officer, ensures that people are treated fairly throughout the entire employee lifecycle

- Work from Home Facilitator, ensures that the orgs processes, policies, & technologies are optimal for remote workers

- Director of Wellbeing - Design services & practices to nurture the emotional, physical, mental, & spiritual health.

Publish Date: September 7, 2020 11:48 AM


3 ways to apply #AI to learning strategies



1. Differentiated learning- Predetermined paths & categories, this is used to match learner & functional expertise i.e.
- Customer Service training
- Sales training
- Leadership training

2. Personalised learning - Rule Based decision tree used for #preassessments suggesting different learning path for each learner based on the inputs

3. Adaptive learning - data and analyses to continually adapt the learning path for the learner, very useful for on-the-job-trainings (#OJT) for:
- technical
- product
- process

Publish Date: August 31, 2020 1:41 PM


3 Key Aspects of Remote Sales Management

Remote selling, done right, can elevate the selling process and fill your sales pipeline.

1. Remote Sales Strategy
- Purpose
- Scope
- Goal

2. Remote Sales Operations
- Train people on remote selling
- Set processes to improve sales efficiency
- provide systems for integrated ops - #SalesERP #SalesCRM

3. Remote Sales Governance - Focus on results
- If the results are great, encourage to keep doing what he’s doing.
- If the results are not good, look at pipeline, If the pipeline is healthy, means good opportunities
- If the pipeline is weak, it’s time to review the activities.

Publish Date: August 22, 2020 9:21 AM


Driving Performance While You Are Miles Apart

Developing leaders to lead in a virtual world is a key to successfully getting through this phase and onto the next normal.

A set of high impact virtual trainer-led sessions for leaders, on a variety of contemporary topics:

- Managing Results Remotely

- Leadership to Engaging virtual teams

- Identifying Team's Strengths and Gaps

- Being Effective Problem Solvers

- Setting and Managing KPI’s Efficiently

- Giving Timely Feedback

- Building Practical Team Dashboards

Publish Date: August 18, 2020 10:49 AM


Engagement = Productivity

How are you finding the level of engagement with your team to achieve results in these unique times?

A series of virtual instructor-led workshops that can help you to enhance productivity through engagement:

1. Motivating Employees by Finding Focus & Managing Fear

2. Instilling a Culture of Discipline ( WFH Etiquettes)

3. Creating an Agile Mindset ( Learning to Learn)

4. Organizing Tasks Efficiently in the Virtual World

5. Being Accountable ( As a Virtual Team Member)

Publish Date: August 5, 2020 7:38 AM


#WHFH – Work Healthy / Happy from Home

#WFH is here to stay,

how effective are we in making it #WHFH – Work Healthy / Happy from Home. 

6 lessons of Employee Engagement learnt from our clients.

Companies focsuing on these areas to make work from home, happy and healthy.  

 

1. Work Well-Being

2. Learniing Well-Being  

3. Health Well-Being 

4. Social Well-Being 

5. Family Well-Being 

6. Digital Well-Being

 

Share your experiences with us in the comments.

Publish Date: June 26, 2020 8:34 AM


Adapting Customer Experience

Shift from "support" oriented culture to "experience"

3 Operating Principles that companies should consider as a strategy

1. #EQ (Emotional Quotient for Surviving)
- Connect with Care & Concern
- Reach out with support Not marketing

2. #IQ (Intelligence Quotient for Reviving)
- Meet your customer where they are
- Solicit employees for ear-to-the-ground insights.

3. #AQ (Adaptability Quotient for Thriving)
- Accelerate reaction & speed to change
- Build agile capabilities – POC, test and scale labs

appreciate your views / ideas / suggestions.

Publish Date: June 13, 2020 12:22 PM


Everyone & Every Company Is A Media Company first

In the face of #covid19, this has never been more obvious.

One of many disruptions - Think about it, last 60 days …what % of your time is spent on content creation or consumption. For example:

- Conceptualizing a design for a banner, poster, flyer to promote your work

#LinkedIn#Facebook#instagram#YouTube and or #TikTOK to expand your social network.

- Attending or hosting #webinars, discussions, #interviews and or #podcasting

Tom Foremski
#EC=MC (The transformative equation for business)

Every single one of you out there (whether you know it or not), is a media company now in addition to the service or product you specialize in.

We have moved from having a "social strategy" to get all employees to be "social media strategist".

The Team must now not only be able to produce content on a regular basis but also optimize its distribution at an industry and market level

Simply put,
You need to do it today... and more, much more.

The faster you realize this, the more likely it will be to succeed in the rest of 2020 & beyond!

Publish Date: June 10, 2020 8:37 AM


Manager Today, Leader Tomorrow

5 Practices of Exemplary Leadership
Manager Today, Leader Tomorrow Series.

1. Model the way.

2. Inspire a shared vision.

3. Challenge the process.

4. Enable others to act.

5. Encourage the heart.

let's get you master the above 5 practices of exemplary leadership.

Publish Date: June 10, 2020 8:29 AM


Customer Service – pain or delight? ……time to re-evaluate !!

As per American Express Global Customer Service Barometer, companies must place increased emphasis on customer service, well no marks for guessing that one. Some interesting facts ─ according to the survey, American consumers spend 9 % more on companies that provide excellent customer service. Sixty-one percent of Americans surveyed felt that the quality of customer service is absolutely essential given today’s economic environment. But here’s the most important finding - only 37% of Americans felt companies have increased focus on providing quality customer service. So the bottom line according to the survey is that customers are telling companies that they do a bad job of serving them.

And, this issue of customer service is not limited only to the U.S. Similar to their American counterparts; a majority of the consumers in all other countries surveyed felt customer service is the most crucial area for companies in the current economy. But they were equally concerned about the lack of focus on this key area.

Every company today has one or more ways of providing customer service. So if you are a senior customer service executive and wondering why all that investment is not yielding results – think again! In my opinion, the reasons for failure of customer service could be:

  • Not ‘listening’ to the customer: are your agents handling the call "really" listening to customer needs and not just hearing them.
    • Focus on:  Call flow, quality of training and the linkage to the floor reality. Consolidated feedback from internal quality monitoring and customer satisfaction surveys needs to get to the agents in a timely manner.
  • Lack of Service Recovery channels: Do you have a service recovery desk?
    • Focus on: create a service recovery desk to close loop on the feedback received from various customer experience surveys. Acknowledging the feedback and timely action will help in retaining your customers better
  • Lack of innovative approaches in delivering customer service: Most contact centers do not invest in innovative approaches for keeping customers happy.
    • Focus on:  map your customers journey, it will identify real pain areas; mitigation plans encouraging "self help; online engagement; segregation of services for VIP customers and systems changes The fact that we help them self serve or connect with them before they could, will raise the customer satisfaction levels to newer heights.

Even if you have got all the above right, unless you are able to resolve the pain point of the customer, your customer service levels will always remain low! An article titled ‘Stop Trying to Delight Your Customers' by Harvard Business Review, sums it up well by stating that you can create loyal customers primarily by reducing customer effort, i.e, by helping them solve their problems quickly and easily, and not by delighting them in service interactions with a robotic greeting or thank-you!

Publish Date: November 5, 2013 1:05 PM

 1

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =