Customer Bliss

MAY 23, 2019

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. We can only improve what we can measure,” was a phrase that stuck with Aurelia from a former boss.

Culture 216

Culture Customer Journey Presentation Measurement 216

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Management 113

Management Social Media Brands Consulting 113

COPC

NOVEMBER 2, 2022

Organizations often believe they have the right strategy and best intentions, but their culture does not always support them. But if culture and actions do not align with the strategy, it does more harm than good.?. “Culture eats strategy for breakfast.” ” ? “Culture eats strategy for breakfast.”

Culture 90

Culture Engagement Contact Center Measurement 90

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Culture is a critical difference between those clients who improve CX versus those who need help to reach their potential.

Culture 52

Culture B2B 2005 Definition 52

InMoment XI

AUGUST 18, 2022

The Continuous Improvement Framework focuses on building an experience program that moves past measuring and managing what customers are saying and transforms into one that actually improves the customer experience and benefits your business. Project Management. The Continuous Improvement Framework: A Quick Summary.

ROI 557

ROI Customer Experience Webinar Financial 557

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture Leadership Communication 177

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Detail roles and responsibilities, policies, and measurements. Define your mission statement and company values.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score 2005 Presentation 97

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. They build relationships with specific customers and are measured both on individual and team performance.

Contact Center 117

Contact Center Culture Average Handle Time Wireless 117

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Playvox

JULY 14, 2023

Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. Using the metrics above as well as contact center manager check-ins and coaching can help boost agent productivity. This measurement examines how busy your agents are. How are managers delivering coaching?

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

ProProfs Chat

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Managing customer satisfaction keeps businesses on their toes, trying out different strategies to catch the pulse of the customer. What is Customer Satisfaction?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Experience Investigators by 360Connext

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? Great customer experiences are the result of focused, intentional Customer Experience Management. What does Customer Experience Management Require?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? Customer satisfaction measures the overall satisfaction the customer has with the business. As the subject of customer satisfaction is a rather multilateral and complex one, composed of various aspects and focus points, what are the most efficient methods of measuring key customer experience?

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score 2021 98

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. The person who leads these teams plays a fundamental role in the management and work of all the teams. You instead have to provide autonomy for remote workers.

Management 89

Management Contact Center Culture 2021 89

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day? Use the Customer Journey Map As a Tool to Measure Success.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 79

Banking Culture Engagement Leadership 79

Retently

MAY 21, 2024

With this in mind, it’s important to consider that every business has a relationship, of some type, with its customers: Any agency or service business that keeps in contact with its clients through account managers or other staff has a relationship with its clients that could potentially affect its ability to collect unbiased NPS data.

Net Promoter Score 146

Net Promoter Score NPS Culture Feedback 146

NetBase

JUNE 10, 2020

. As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. We are sharing insight here that brands need to bolster their reopening efforts, including: Understanding what reverse culture shock is and how to accommodate it. stimulus and unemployment measures.

Culture 73

Culture Social Media Consumers Measurement 73

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

SurveySensum

JULY 2, 2023

So, how are you measuring the satisfaction level of your customers? So without much ado, let’s jump straight into the list of top CSAT tools you can use to measure satisfaction. Qualtrics Qualtrics is a CX management platform that helps businesses run, analyze and act on customer feedback. By using CSAT tools, right?

Customer Satisfaction 52

Customer Satisfaction Measurement Multi-Channel Social Media 52

Think Customers

JUNE 29, 2022

Virtual employees go the distance to cultivate culture. In her session, Forrester Principal Analyst Katy Tynan busted the myth that on-site employees create a better culture than virtual employees. Culture is what we actually do. This leads to conflicting cultures and disparate interpretations of an organization’s values.

Culture 59

Culture Roadmap Consumers Events 59

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.

Management 85

Management Contact Center ROI Net Promoter Score 85

Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. Customer Experience Information & Resources. Click here to learn more.

Culture 78

Culture Presentation Consulting Financial 78

ShepHyken

OCTOBER 22, 2021

Build Customer Experience into your Company Culture. These fundamentals drive behavior inside an organization: If all staff know these guidelines well, their actions match precisely what you want your company’s culture to stand for. . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 146

Customer Experience Management Return on Investment Banking 146

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? Focus on KPIs that measure and drive the outcomes you want most. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience. Lead with clarity and respect.

Culture 69

Culture Leadership 2019 Presentation 69

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. Measuring customer emotions in real time is paramount for your Customer Experience strategy.

Measurement 98

Measurement Consulting Presentation Customer Centricity 98

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. I spend a lot of time thinking about measurement tools.

Measurement 122

Measurement Presentation Fashion Consulting 122

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Contact Center Management Omnichannel 52

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. The answer to why will have much to do with how you measure your results. .

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

BirdEye

SEPTEMBER 11, 2023

To solve the growing need to improve authority, many reputation management solutions are in the market now. In this blog, we’ll walk you through the benefits of AI in reputation management in your business and why you should implement AI in your workflow today. Table of contents What is AI for reputation management? Solution: 1.

Management 57

Management Brand Values Demo Social Media 57

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

2023 207

2023 Contact Center Leadership Hospitality 207