Beyond Philosophy

OCTOBER 17, 2016

Maybe you waited longer than usual to check out, or maybe you remember when you dropped your carton of blueberries, one of the employees ran to get you a new one. Ensuring Excellent Experiences with Empathy and Empowerment. It requires skills training in empathy and designing policies favoring employee empowerment.

Loyalty 167

Loyalty Books 2016 Consulting 167

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). For independent customers, the ability to do things themselves gives them a sense of empowerment.

Blog 67

Blog Effort Score Customers Interaction 67

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

2014 76

2014 Metrics Net Promoter Score Blog 76

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken.

Blog 84

Blog Reference Customer Service Leadership 84

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here.

Blog 70

Blog 2015 Customer Service E Commerce 70

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 94

Customer Service Blog Customers Workshop 94

Experience Investigators by 360Connext

APRIL 6, 2015

Empowerment is a must in creating great CX #NGCE. Empowerment makes all the difference. As you can imagine, there were numerous fears and challenges to overcome – with employees and die hard fans. Blog Customer Engagement Customer Experience Featured Opinion branding change management guest post linkedin'

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here. Salesforce Blog.

Blog 54

Blog 2015 Customer Service E Commerce 54

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. – Rewarding Excellent Service: Recognizing and rewarding employees who provide outstanding customer service can encourage a culture of excellence and dedication.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Empowering Employees As highlighted by Harvard Business Review, employee empowerment is a driving force behind exceptional customer experiences. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. The Southwest gate employee explained there was a delay due to not having a complete crew. BUSTED – Great service starts with happy employees.

Blog 0

Blog Customer Service Communication Customers 0

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. This especially resonates in the contact center world, where high-volume-high-stress-low-complexity transactional customer support, particularly in scenarios where customers are upset and irate, typically results in high rates of employee burn-out.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The first was looking at the employee experience for American workers at all levels of employment.

Engagement 167

Engagement Employee Experience Retail Consulting 167

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Brad Cleveland Blog

JULY 27, 2023

Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

Brad Cleveland Blog

JANUARY 5, 2024

But how much guidance do employees need? Watch several … Continue reading → The post Empowerment: How Much Guidance Is Too Much – Or Not Enough? If you want to bring out the best in your team, empower them to make their own decisions, and then back it up with the right amount of direction and support.

Contact Center 52

Contact Center Call Center Culture Leadership 52

NICE inContact

JUNE 7, 2017

There were three main takeaways I have from this webcast: culture, empowerment and tailoring the customer experience. When service employees fit into the company culture, they want to do better and provide better service is innate. The employee feels valued, in turn willing to present a better experience for the customer.

Culture 67

Culture Customer Experience Customer Service Representative Innovation 67

Win the Customer

DECEMBER 17, 2015

A recent OneReach report found that the best way to improve your customer service is to focus on the people that provide that service: your employees. But let’s return to the employee experience for a moment. How employees feel and react is an essential part of the customer service experience.

Customer Service 114

Customer Service Employee Experience Customer Satisfaction Customers 114

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? Let me first define empowerment. No, absolutely not.

2015 71

2015 Employee Experience Loyalty Blog 71

Daniel Group

AUGUST 21, 2020

Time to integrate your CX, CI, and Employee Engagement Programs. How are your CI (Continuous Improvement), Customer Experience (CX), and Employee Engagement (EE) programs stacking up? One of the takeaways of this story is that employee engagement makes all the difference. The post Do your employees love your CX and CI programs?

Seminar 52

Seminar 2006 2015 Engagement 52

Customer Enthusiast

OCTOBER 26, 2018

This was unique because while most organizations are very effective at equipping employees with the knowledge and skills to become competent, few seem to give much thought to organizational purpose. Employees at such companies may know WHAT to do and HOW to do it, but they have no idea WHY they are doing it.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

Playvox

MARCH 27, 2023

Gartner reports that burnout has been linked to high employee turnover rates in contact centers. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers. Encouraging collaboration can also improve job satisfaction and employee retention.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

Customers That Stick

FEBRUARY 20, 2020

How to Use Customer Lifetime Value to Manage Employee Empowerment How to Nail Your Customer Service Job Performance Review? Whether you’re a Mac user or a Windows user, a type novice, Read the rest here. » » Related Stories How Customer Service Has Changed?

Books 78

Books Customer Service Management Customer Experience 78

Customers That Stick

FEBRUARY 19, 2020

» Related Stories How to Use Customer Lifetime Value to Manage Employee Empowerment How to Nail Your Customer Service Job Performance Review? Customer service has changed and is changing, but one thing remains fundamental. Customers are humans, and how we treat and interact with. Read the rest here. »

Customer Service 78

Customer Service Social Media Books Customers 78

Beyond Philosophy

MARCH 21, 2024

Also, it is essential that when you define the roles, you also define your employees’ empowerment. This rule is critical for front-line employees. It likes to happen out of nowhere on an ordinary Thursday afternoon or some other innocuous time. Rule #2: Stay calm and listen. Rule #3: Be honest, sincere, and empathetic.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Brad Cleveland Blog

JULY 27, 2023

Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

Kustomer

DECEMBER 14, 2021

In this blog we’ll take a look at the five tools that are able to optimize CX. These functions help facilitate the flow of company information for both employees and customers. The impact of self-service tools is substantial for employees and customers alike. What is Customer Self-Service?

E-support 97

E-support Download Consumers Retail 97

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CSM Magazine

AUGUST 5, 2021

In Calabrio’s new blog series, we explore the importance of pursuing simplicity in an era of complexity. In this first blog, we focus on making life easier for agents and how to tackle the most pressing concerns of labour shortages and staff dissatisfaction. How can organisations gamify day-to-to metrics from a distance?

Metrics 59

Metrics Blog Leadership Engagement 59

OpinionLab

JULY 15, 2016

But, simplicity is exceptionally challenging in today’s world of increasing consumer empowerment, overlapping channels, expanding Martech stacks, faster processing speeds, bigger big data and exploding mobile complexity. Involve employees to build a CX culture.

2016 79

2016 Customer Centricity Culture Demo 79

Brad Cleveland Blog

JANUARY 5, 2024

But how much guidance do employees need? Watch several … Continue reading → The post Empowerment: How Much Guidance Is Too Much – Or Not Enough? If you want to bring out the best in your team, empower them to make their own decisions, and then back it up with the right amount of direction and support.

Contact Center 26

Contact Center Call Center Culture Leadership 26

Beyond Philosophy

NOVEMBER 11, 2021

It’s likely not what they were saying is wrong with the product or how the employee screwed up the service. They allow any of their employees to give up $2,500 to resolve a customer complaint. However, giving the front-line employee the power and the budget to resolve the issues before it escalates will save money. .

Insurance 153

Insurance Call Center Financial Consulting 153

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Getting the most out of employees in customer contact centers, and anyone else in the organization with front line customer contact responsibilities, will require change.

Travel 76

Travel Loyalty Customer Service Representative Consulting 76

Customers That Stick

FEBRUARY 21, 2020

How to Use Customer Lifetime Value to Manage Employee Empowerment. Related Stories The Non-Designer’s Design Book by Robin Williams (a One Win Book Review) How Customer Service Has Changed?

Customer Service 78

Customer Service Books Culture Customers 78

Strativity

JANUARY 15, 2020

With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation. When CX Design Meets Employee Activation . Know that employees will be watching the magnitude of your activation program.

Consulting 52

Consulting Multi-Channel Automotive Events 52

Strativity

JANUARY 15, 2020

With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation. When CX Design Meets Employee Activation . Know that employees will be watching the magnitude of your activation program.

Consulting 52

Consulting Multi-Channel Automotive Events 52

Strativity

JANUARY 15, 2020

With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation. When CX Design Meets Employee Activation . Know that employees will be watching the magnitude of your activation program.

Consulting 52

Consulting Multi-Channel Automotive Events 52