ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Customer groups : These help your staff identify your frequent buyers, VIPs, employee family members, etc., It helps with performance reviews.

Blog 91

Blog E-support Retail Sales 91

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 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ShepHyken

AUGUST 11, 2017

Your executives are storytellers in chief who connect employees and customers to the company’s purpose through tales of impact. According to one of our customers, “it’s like turning on a faucet of recognition for our employees.” Focus on both data and stories. Feedback must include elucidating comments, not just numbers.

Blog 94

Blog Net Promoter Score Customer Centricity Feedback 94

Daniel Group

NOVEMBER 20, 2023

In this blog, I explore B2B industry culture and offer suggestions to improve it. Having a process, system, or procedure to cover every situation an employee may face is impossible. It influences employee behavior when the “what to do” is not defined by a process, system, or procedure manual.

Culture 52

Culture B2B 2005 Definition 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? What awards or recognition has your company received in the past three years?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

JULY 6, 2018

For employees to maximize revenue per customer they must build trust with the customer, and this means providing the perfect customer experience. Sales associates are motivated by rewards, but recognition is just as important. Employees Are Actively Searching For A New Job. Celebrate contest winners.

Sales 72

Sales Blog Net Promoter Score Customer Experience 72

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. Nothing gets your agents to feel motivated quite like recognition and rewards. Interested in creating an employee recognition program?

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Experience Investigators by 360Connext

OCTOBER 6, 2014

Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks. This led to more sharing beyond what the brand alone could do.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Stella Connect

JANUARY 12, 2022

It’s only fair to return the favor with an employee recognition program that celebrates their efforts and results. To agents, an employee recognition program proves that you care. In a separate blog post, take a closer look at employee recognition program examples to try out: Share ‘Weekly Wins’ Emails.

Customer Service Training 69

Customer Service Training Engagement Customer Service Feedback 69

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. And that is the main focus of our blog. Nothing personal.

Blog 66

Blog Social Media Article 2017 66

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Culture Demo Healthcare 52

Stella Connect

NOVEMBER 11, 2021

Recognition has the power to drive performance and business success. It’s crucial to establish criteria for recognition and rewards to ensure that the process is fair and. The combined benefits of a feedback-based rewards program make it a particularly effective way to drive employee engagement and performance. .

Rewards Programs 93

Rewards Programs Customer Service Fashion Contact Center 93

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

SurveySparrow

FEBRUARY 13, 2023

Employee spotlights can help you do just that. To help get those creative juices flowing, we have curated some of our best employee spotlight examples to inspire you. Plus, if you’re new to the whole concept, we’ll also give you a quick explanation of: What is an employee spotlight? Employee spotlights are typically short.

Culture 52

Culture Social Media Blog Insights 52

Gainsight

MAY 29, 2024

The Vanguards were customers that shared helpful content to the public, Legends were technical experts who helped across platforms, and the MVPs were Veeam employees who were also super users. To do this, Madalina publishes a poll every month asking the community what they think were the best blogs of the month.

2005 52

2005 2006 Connections Webinar 52

Call Experts

APRIL 14, 2023

This blog will discuss everything you need about how IVR solutions streamline everyday and emergency business communication worldwide. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options. How Do IVR Systems Help Support Employees?

Call Center 52

Call Center 2025 Customer Satisfaction Communication 52

Customer Bliss

DECEMBER 8, 2016

When most people find a blog about office holiday parties, they want to know about etiquette around them. That’s largely going to be employees, although some companies do invite vendors and other external partners to these parties. That can reduce engagement in the speech and, frankly, in your employees. Call out examples.

2017 135

2017 Innovation Leadership Blog 135

Avaya

OCTOBER 4, 2016

Fina Recognition, has helped the company become a leading provider of employee recognition and incentive programs. Cord works closely with customers to help them develop measurable workforce recognition strategies. As a recognition company, we’re in the unique position of representing our customers’ brands.

2007 67

2007 Rewards Programs Call Center Retail 67

Beyond Philosophy

MARCH 4, 2019

We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. It turns out that measuring authentic customer emotions starts with facial recognition. And Where Does Facial Recognition Fit into it All? There is a more practical technology.

2005 102

2005 Measurement Consulting Technology 102

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Get blog posts, articles, and videos straight to your inbox by subscribing below!

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ShepHyken

JULY 26, 2021

Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5

Article 106

Article 2021 Customer Service Contact Center 106

Hello Customer

MAY 19, 2021

Yet, these centers often don’t get the attention and recognition they deserve. Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand , for 73% of customers ( Nextiva ). Game-changing potential. Customer Experts. Its importance can’t be underestimated.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Essentially, a good employee experience is central to delivering a good customer experience. Published on: September 18, 2019.

Customer Service 66

Customer Service Contact Center Average Handle Time E-support 66

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? Chester shares that he was approached for the role because there was an internal recognition that it was a position that could truly add value to the business and the organization, to drive a more global consistency around selling.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. At the onset of the pandemic, we immediately looked for ways to use technology to empower our global employees. It looks different today, but is just as strong as ever. .

E-support 105

E-support 2020 Workshop Culture 105

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

Daniel Group

OCTOBER 29, 2021

We’ve all heard about or experienced “The Great Resignation” with employees leaving en mass. I recently found an article in Harvard Business Review, 5 Reasons Not to Quit Your Job (Yet) , and that got me thinking about what other things employers could do to keep their employees. So let’s start with a refresher.

B2B 59

B2B Engagement Feedback Culture 59

BirdEye

MAY 24, 2023

Get a partner to share about your business on social media , in their email campaigns, on their blog, or on their website. Employee referral In an employee referral program, a company incentivizes its existing staff to refer qualified candidates for job openings. If that’s not enough, people love getting public recognition.

Social Media 98

Social Media Reference Sports Sales 98

Lumoa

JANUARY 8, 2024

Entity Recognition: This is about getting a grip on the specifics, the nitty-gritty details that paint the full picture of the data and its significance. Summarization: With generative AI getting more recognition, having this is almost a must on any platform. It’s about understanding your customers, no matter where they are.

Social Media 157

Social Media Feedback User Experience Insights 157

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Call Center 40

Call Center Contact Center Feedback 2020 40

CSM Magazine

JUNE 12, 2023

To combat contact center fraud effectively, businesses must adopt a multi-pronged approach that includes robust employee training, the implementation of advanced fraud detection solutions, and continuous monitoring of contact center operations. Cybercriminals use these tactics to bypass security measures and access sensitive data.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Consulting 100

Consulting Employee Experience Leadership Culture 100

SurveySensum

JANUARY 9, 2024

With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. Constructive Feedback : Providing regular and constructive feedback is crucial for employee development.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

Engagement 59

Engagement Seminar Culture 2014 59

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. This explains why employee engagement strategies are a vital part of any organization’s business strategy.

Engagement 52

Engagement Social Media Financial 2025 52

TechSee

JUNE 25, 2019

Face and voice recognition. Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Voice recognition, meanwhile, digitizes words and encodes them with data such as pitch, cadence and tone, and then forms a unique voiceprint related to an individual.

Technology 122

Technology Customer Service Contact Center Call Center 122

CSM Magazine

DECEMBER 13, 2023

High Agent Turnover When we say high agent turnover, it pertains to a situation within an organization with frequent and continuous employee departure. This signifies the rate employees leave or are replaced within a specific period. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52