ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.

Call Center 76

Call Center Leadership Blog Contact Center 76

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Talkdesk

AUGUST 28, 2020

Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015.

Leadership 122

Leadership Customer Experience Call Center 2015 122

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. After all, call center incentives aren’t just a “nice to have.” 5 Types of Call Center Incentives and How to Decide When to Use Each. #1:

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

Stella Connect

NOVEMBER 4, 2021

It leads to top performance within the customer service team by driving several KPIs including customer satisfaction (CSAT) , first call resolution (FCR) , and customer effort score (CES). 5 Employee Recognition Program Examples to Try in Your Call Center. Share ‘Weekly Wins’ Emails with Everyone.

Call Center 91

Call Center Effort Score Feedback Financial 91

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Insights 492

Insights Social Media Return on Investment Travel 492

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Call center turnover occurs for several different reasons.

Call Center 52

Call Center Customer Service Training Feedback Customer Service 52

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the best thing we heard from customers?

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 74

Customer Voice Leadership Customer Experience Customers 74

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 72

Customer Voice Leadership Customer Experience Customers 72

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Episode Overview. About Alice.

Retail 0

Retail Leadership Customer Experience White Paper 0

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Brad Cleveland Blog

OCTOBER 27, 2023

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us.

Leadership 51

Leadership Customer Experience Contact Center Call Center 51

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s more than a project.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. I had taken over a call center team at the time. The hutch represented all the constraints built up in the call center culture. It reminds me of rabbits.

Call Center 89

Call Center Leadership Culture Consulting 89

Magellan Solutions

JULY 5, 2021

Let’s take a look at the best and worst Philippines Call Center Companies this 2021. There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises. So, here are some of the other factors that SME owners should look for in a call center company. .

Call Center 40

Call Center 2021 E-support 2012 40

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. At the Forefront of ESG Leadership. ( [link] ). Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel 2024 260

Myra Golden

APRIL 10, 2017

At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. He had so many creative ideas for how to help our company build and strengthen customer relationships. I held monthly staff meetings with my call center. (I

Call Center 73

Call Center Management Leadership Customer Service Representative 73

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. What Is the Purpose Behind the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game. Think of it like building a house.

ROI 260

ROI 2023 Events Insurance 260

Kate Nasser

JANUARY 13, 2019

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. Image by Michael W.

Leadership 52

Leadership Customer Experience Customers Hotels 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Second to None

SEPTEMBER 18, 2018

One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. Regardless of the service request, your call-center team members need to be fully equipped to handle any situation. 1,2 [link]. 3,4,5 [link].

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 45

Leadership Engagement Contact Center Call Center 45

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

Customer Expectations 48

Customer Expectations Leadership Customer Service Customers 48

Brad Cleveland Blog

OCTOBER 27, 2023

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us.

Leadership 26

Leadership Customer Experience Contact Center Call Center 26

Bold360

AUGUST 24, 2020

Since COVID-19 is a respiratory virus, and since air filtration is recommended by the CDC to help mitigate the spread of the virus indoors, it’s no surprise that Filters Fast has witnessed a spike in outreach to its call center. Pre-COVID-19: Enabling Self-Service to Provide 24/7 Customer Engagement.

Call Center 52

Call Center Social Media Retail Insights 52

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 9: 5 Ways Successful Teams Close the Customer Experience Gap. And mean it.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can.

Customer Experience 136

Customer Experience Poor Customer Service Call Center Customer Satisfaction 136

Talkdesk

MAY 11, 2016

They are the companies where leadership bases their decisions on preset metrics that they regularly track. All this is great, but how does that play with customer service? Many companies use the Net Promoter Score® (NPS) to convert customers’ qualitative reactions into actionable data. NPS in the Call Center.

Call Center 40

Call Center NPS Net Promoter Score 2003 40

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Wootric

SEPTEMBER 17, 2020

In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience.

Customer Experience 71

Customer Experience Leadership Consumers Retail 71

CX Accelerator

MAY 25, 2022

Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams.

2005 316

2005 2012 Social Media Contact Center 316