Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Do you want to improve overall customer experience?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. And with labor as an expensive and valuable contact center asset, optimizing your employee efficiency to positively impact the bottom line is also a must-have.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

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 79

Contact Center Call Center 2023 Engagement 79

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

CSM Magazine

MAY 8, 2024

It will, for certain, involve several pivotal steps so charter management can be somehow relieved, not only of safety but of compliance, as well. In this guide, you’ll find some actionable insights tailored to experts in the field. Your Customer Service Charter Strategies 1.

Customer Service 52

Customer Service Document Seminar Customer Satisfaction 52

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. We were excited to see her leading the conversation at MCW23 last week.

2023 207

2023 Contact Center Leadership Hospitality 207

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 125

Call Center Technology Customers Engagement 125

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

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 79

Net Promoter Score Culture Feedback Employee Experience 79

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

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Yes, by prevention of issues.

Leadership 62

Leadership ROI 2006 2024 62

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Culture 2021 89

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. Why Employee Surveys Matter?

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

2023 123

2023 Customer Experience E-support Customers 123

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

MAY 15, 2024

It provides expert writers who can guide students through the entire process, ensuring that their essays are well-researched, structured, and polished. This firsthand information can provide valuable insights into the real-world experiences and challenges faced by those directly involved in customer service interactions.

Customer Service 52

Customer Service Poor Customer Service Customer Service Representative Presentation 52

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

SurveySparrow

SEPTEMBER 29, 2023

Employee recognition is not just a nice-to-have; it’s a must-have for any organization aiming to boost employee engagement and create a positive employee experience. In the workplace, it serves as a powerful tool for peer recognition and employee rewards and recognition. Why is Giving Kudos Important?

Employee Experience 52

Employee Experience Culture Engagement Innovation 52

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

ReviewTrackers

JULY 12, 2018

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? It’s about getting your employees on board with who you are and what you do,” wrote business writer Ted Bauer.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Daniel Group

NOVEMBER 20, 2023

Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. For example, formally, culture is made up of the group norms that guide and inform behaviors. Another wise manager defined it as what happens when no one is looking. Culture is often a puzzling influence on business success.

Culture 52

Culture B2B 2005 Definition 52

West Monroe

APRIL 17, 2024

Look through the lens of key stages in the employee lifecycle to redefine and help sharpen the focus—particularly for areas that have traditionally not been a priority for manufacturers. Many also do so during employee onboarding. To enable smart manufacturing, organizations must consciously align culture with strategy.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

ClearAction

JANUARY 12, 2022

CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. They put the customer first and invest in their employees and communities.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

PeopleMetrics

MAY 13, 2020

But clear, effective top-down employee communication isn’t enough. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. Set a good example. Listen to your team.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CSM Magazine

MAY 18, 2023

The workplace environment has a huge impact on employees. This includes factors such as: Engagement Loyalty Motivation When you successfully create a positive and thriving workplace environment, the sky is truly the limit. This is something that your business might even allow some employees to do. Let’s begin!

Feedback 52

Feedback Loyalty Engagement Management 52

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. We act, we react, often in response to how others behave.

Customer Satisfaction 52

Customer Satisfaction Engagement Demo Loyalty 52

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission. When you understand what employees value, you can shape the culture to meet their needs.

Culture 52

Culture Leadership Feedback Social Media 52

Lumoa

JANUARY 27, 2023

In This Article: What is a Customer Experience Audit Checklist? A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. So what can be done?

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

Magellan Solutions

MAY 6, 2024

When managing human resources, many companies find outsourcing is the way to go. Key benefits of nearshore outsourcing: Time zone alignment Cultural similarities A closer proximity can facilitate better coordination, faster response times, and more streamlined project management. The numbers speak for themselves.

2011 78

2011 Telecommunications 2012 Return on Investment 78

Magellan Solutions

JULY 10, 2023

AI-driven outsourcing aims to let you experience a new level of automation, intelligence, and optimization. This guide for businesses in using AI for outsourcing will help you assess whether AI is relevant to your operations and how automation for business optimization is applied.

Transportation 75

Transportation Innovation Technology Measurement 75

BirdEye

SEPTEMBER 12, 2023

Determine your target audience Social media strategy doesn’t work when you don’t know who you want to attract and engage with. Document your visual style, tone, and voice so all employees can refer to it as needed. Employee-generated content Employee advocacy is important for the success of every brand on social media.

Social Media 104

Social Media Measurement Brands Leadership 104