COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

TechSee

FEBRUARY 12, 2024

This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service. Start with a small team Large teams can quickly become unwieldy, especially when approaching a new and different technology.

Innovation 109

Innovation ROI Technology Measurement 109

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? Attract new talent? A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. But only 23% of employees worldwide and 32% in the U.S.

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? The concept of workforce optimization (WFO) is not new. It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

TechSee

SEPTEMBER 7, 2021

However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience. Warranty management. Suppose a customer wants to register a new printer. Onboarding & Training.

Sales 191

Sales Consumers Technology Contact Center 191

SurveySparrow

JANUARY 26, 2021

The first day at a new job happens to be one of the most memorable yet stressful ones in an employee’s career. It is quite natural that they would be feeling a little anxious on the day of joining and the new hires would be having a thousand questions running through their minds as they first walk into their new office.

Culture 98

Culture E-support Retail Social Media 98

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Kustomer

JUNE 6, 2023

Although years of experience, impressive credentials and exclusive benefits might draw in a crowd, nothing will secure and retain a loyal client base like providing an excellent and user-friendly customer experience. There is so much to keep in mind when trying to create the ideal customer experience for your clients.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Adopt new behaviors.

Customer Experience 248

Customer Experience Culture Government Innovation 248

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 81

Net Promoter Score Culture Feedback Employee Experience 81

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The first 100 days are the most important time in the entire relationship with an employee.

Employee Experience 62

Employee Experience Travel Culture Loyalty 62

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

Gainsight

MARCH 4, 2024

Online Learning Improves Operational Efficiency Name any operational objective your organization aims to optimize—attracting more talent, decreasing onboarding time, getting new hires into the field—and you’ll soon realize the key to reaching those goals is through training.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

TechSee

MARCH 11, 2024

Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface. Compared to Chatbots, Conversational AI is increasingly viewed favorably as it can provide a more sophisticated and engaging customer experience.

Culture 124

Culture Virtual Agent Innovation Technology 124

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. Here are five signs that it’s time to upgrade your employee research. Good result? Not really. Here’s why.

Employee Experience 70

Employee Experience Social Media 2023 Measurement 70

CSM Magazine

DECEMBER 6, 2023

The integration of GenAI solutions has become a strategic imperative for organizations seeking to stay competitive and deliver exceptional customer experiences. It also is a critical enabler to helping improve customer satisfaction and retention, reduce case escalation, and ensure a positive customer experience.

2024 59

2024 Customer Service 2023 Customers 59

CSM Magazine

JUNE 22, 2023

To stand out in a job fair setting, be sure to make your booth eye-catching, educational, and inviting by having it well-decorated with your business logo and colors and by having it run by some of your most knowledgeable and friendly employees. Consider collecting feedback from candidates about their experience.

Culture 52

Culture Social Media Events Technology 52

TechSee

AUGUST 24, 2021

This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often. Endpoint analytics.

Connections 109

Connections Leadership Culture Measurement 109

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. It’s common for businesses to have clear standards on how employees should interact with customers. It’s the experience, and this author has some excellent insights. Here are my top five picks from last week.

2024 67

2024 Article Customer Service Contact Center 67

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. It’s important to keep in mind that every emerging customer experience challenge we are trying to solve in the post-pandemic digital world reflects a similar employee experience challenge.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. Edwards Deming and Walter A.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CSM Magazine

APRIL 19, 2022

As a result, investing in your customer service team is a win-win opportunity for agents, managers, business owners, and customers. Structured Onboarding Process. According to a Gallup poll, less than 15% of companies follow an adequate onboarding process. Outlined career paths make employees more engaged and productive.

Customer Service 52

Customer Service Poor Customer Service Culture Feedback 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. Offers multilingual support.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. The good news? What is employee retention? Measuring employee retention.

Net Promoter Score 88

Net Promoter Score Measurement Culture Employee Experience 88

West Monroe

APRIL 17, 2024

The intent to invest is positive news—but directing investment for maximum impact won’t be easy. Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

Employee Experience 109

Employee Experience Engagement Management Contact Center 109

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

Seminar 52

Seminar Culture Workshop Social Media 52

Uniphore

JUNE 10, 2021

Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees. Educating, engaging and empowering employees. Download eBook.

Call Center 98

Call Center Contact Center Webinar 2021 98

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

CSM Magazine

APRIL 4, 2022

Employee turnover is one of the most wasteful occurrences in any business. To an extent, employee turnover is perfectly natural. Employees come and go, things change and sometime’s the fit just isn’t right. Still, the loss of employees is incredibly costly for a business. 7 Easy Ways to Reduce Employee Turnover.

2021 52

2021 Financial Insurance Culture 52

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

2024 52

2024 Culture Feedback Rewards Programs 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey.

Customer Journey Mapping 92

Customer Journey Mapping Customer Success Document Customer Journey 92