Although it is easy to define a workplace by location, aesthetics and perks, it really is about the people. Let’s face it, no one loves their job ALL the time, but as business leaders we need to create an environment where employees feel challenged and appreciated. We want our employees to think about work life integration, the idea of blending what you do personally and professionally to make both work. By integrating work and life, we create more shareable moments, building relationships that are loyal, helpful and invested in your business.
With Gen-Y and Millennials being the majority of our workforce, we have been focused on supporting their work-life integration with the following in mind:
“To me, ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.”
– Steve Jobs
We encourage our teams and partners to push the status quo everyday with new ideas. Equally as important, for our business, is the ability to develop a plan and a team to execute on inspiration. Our goal is to bring great ideas to life through a clear vision, the right people to help, and proper assessment of success.
“70% of buying experiences are based on how the customer feels they are being treated” – McKinsey and Company Consumer Report
Simply stated, but a strong statement. Regardless of what your surveys and data tell you, insight into the customer experience is based on their personal sentiment, information that may not be accurately captured in any report.
It’s the time we’ve all been waiting for — Frost & Sullivan Customer Contact, East! 24-7 Intouch is delighted to be a part of this year’s conference, taking place in one of our favorite places, Disney World. Here’s a sneak peek of what’s to come from 24-7 Intouch at this year’s event.
Steve Muise, VP of Employee Experience, will be presenting “Focus on the Firsts: A New Approach to Employee Engagement and Retention”, an interactive session on employee experience. Steve will share the distinction between employee engagement and employee experience, as well as factors and techniques for engagement and retention. Learn about the driving forces behind employee engagement with Steve’s talk on Tuesday, April 19th at 1:40 pm.
24-7 Intouch will also be hosting a topic table with the theme of “Let’s Get Personal”! Stop by to meet 24-7 Intouch’s VP of Dedicated Sales, Chris Wallace and learn about the importance of personalization.
Going to Frost & Sullivan this year? Come meet a member of our team!
It’s hard to believe that another SOCAP Symposium is upon us! 24-7 Intouch is thrilled to continue our long standing partnership, this year in Nashville, Tennessee. Here’s what you can expect from
24-7 Intouch at this year’s Symposium.
Shadley Davidson, Senior Manager of Customer Experience, will be hosting an interactive session entitled “One Size Does Not Fit All: The Power of Personalizing Your Customer Experience”. Shadley will focus on identifying key areas where companies can accelerate their ability to deliver innovative personalized customer experiences that will ensure immediate engagement and empowered agents.
“Personalization is a huge part of providing exceptional customer care”, says Davidson. “It’s so important to understand what your customer wants, and then custom deliver that to them. This session will touch upon the company-wide benefits of executing these personalization techniques”.
24-7 Intouch will once again be throwing the party of the year at the Social Finale! The event will take place on Tuesday April 12th at 7pm at Tequila Cowboy – an authentic “honky tonk” in Nashville featuring 9 bars, 3 stages, pool tables, karaoke, and a mechanical bull!
If you’re headed to the conference, please stop by our exhibit booth (#202 & #204) to sit down in our “backyard” and say hello.
About SOCAP International
Founded in 1973, the Society of Consumer Affairs Professionals in Business (SOCAP International) represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association’s members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from top Fortune/Forbes 1000 companies as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members drive business transformation within their companies.
About 24-7 Intouch
24-7 Intouch is an award-winning Global Contact Center Outsourcer that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care method allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 15 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience. Learn more at 24-7intouch.com
Keeping employees motivated and engaged remains a top priority for most companies. Budgets are commonly allocated towards incentives to help drive performance and achieve short wins among those competitive team members. These real-time initiatives are necessary, but decision makers may question the impact they can have on engaging an entire team and whether they hold any long-term value.
Looking beyond incentives, consider cost effective approaches that can supplement your incentive strategy to drive motivation. Think about the entire employee experience. The life cycle an employee has throughout his or her journey within a company has important touch points along the way. Put yourself in their shoes and understand what they value and appreciate. Similar to how you personalize your customers’ experiences, do the same for your employees. More…
An important reminder for our day to day operations comes from one of our 10 Things, “Today is Always Almost Over”. While we make sure to celebrate our success from yesterday, we understand we are only as good as today’s results. This guiding principle teaches us to seize the day – sans procrastination!
We strive to deliver our very best every minute of the day. Working in customer care, we are faced with challenges everyday. Our natural leadership abilities kick in and we remove the “can’t do’s”. Whether there is 1 hour or 23 hours left in the day, there is no quitting involved. We prioritize all tasks to hit each and every one. From the agents to the client’s perspective, we need to ensure we execute – not wasting a minute to doubt ourselves, and keep our eye on the prize.
What makes us relentless in our pursuit of success? We exhibit passion to push boundaries and when faced with adversity, correct course quickly. We stay aware of where we are, while curious to understand why. We don’t hang our hat after a successful day. We continue to push through and strive for our best performance every day.
You’re only as good as your last success. Today is your day for success. Carpe diem!
24-7 Intouch has announced plans for expansion into Manila, Philippines. This will be the 12th contact center facility for the company who currently operates in the United States, Canada, and Guatemala.
24-7 Intouch has hired Tony Bruno as Head of International Operations to lead the expansion into Asia. Bruno brings over 25 years of business experience in sales, marketing, customer service, general management, and has led acquisitions of several US and Philippines BPOs. He was also one of the original founders of a China-based contact centre outsourcer, and oversaw more than 6,000 employees and operations in Asia, North and Central America.
Whether you watched the Super Bowl as a Broncos or a Panthers fan, an all-things-NFL fan, or the casual observer curious about Beyonce’s big half-time announcement, most of you were focused on the end goal: who would win. We all like to win, but taking home the Super Bowl is not the only definition of success.
As Tony Dungy said, “You may not win the Super Bowl. Your kids may not go on to be doctors and lawyers and everything may not go perfectly. That doesn’t mean it was a bad plan or the wrong thing. It’s just like a football season. Everything’s not going to go perfect.” But just because you didn’t bring home the ring or the trophy doesn’t mean you didn’t win in the end.