delighted

MAY 1, 2024

First impressions matter, especially those that new hires form on their first day. Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. Did they feel welcomed? Were clear expectations set?

Employee Experience 66

Employee Experience Feedback Insights Engagement 66

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Contact Center 78

Contact Center Call Center 2023 Engagement 78

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? This mission is WHY you do what you do. Measurable. Contextual.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

COPC

NOVEMBER 15, 2023

COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. Introduction  First-day ghosting (also referred to as “new hire no-shows”) isn’t a novel issue. It is a problem, but not the problem.

Call Center 95

Call Center Contact Center Engagement Communication 95

SurveySparrow

MAY 14, 2024

You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. How do you let the candidate know? Interview feedback provides deep insights into a candidate’s performance, skills, and areas for improvement. These insights will help you improve and advance as a brand.

Feedback 52

Feedback Communication Culture Insights 52

Magellan Solutions

APRIL 3, 2024

You know what’s mind-blowing? A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. If you can’t meet their needs, they will go elsewhere. But that’s not all!

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? This will lead you to reduce churn and increase your revenue. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Playvox

FEBRUARY 20, 2024

Remote work is the practice of working from a location other than the traditional office setting. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. Overall, remote work has redefined how we collaborate and do business.

Management 88

Management Contact Center Communication Feedback 88

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Thus, every level of the organization, from C-Suite down, needs to be practicing a continuous regimen of adaptation.

Customer Experience 246

Customer Experience Culture Government Innovation 246

Magellan Solutions

MAY 21, 2023

Are you ready to make your brand more appealing to diverse customers ? If you want your business to be more competitive, consider hiring one of the best bilingual answering services. This is especially true if you have many diverse customers. What Are Bilingual Answering Services?

Call Center 98

Call Center Average Handle Time Customer Satisfaction Competitive Advantage 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. CSM role duties may vary by company. What do you do if a customer is angry?

Customer Success 92

Customer Success Management Social Media Sales 92

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Customers Presentation 118

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? There’s a lot of great strategic advice in here for those of you who are improving CX in the consumer goods sector, so I encourage you to listen to the full episode! Create Value for All of Your Constituents.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

Magellan Solutions

JULY 10, 2023

Businesses can increase efficiency and teamwork by using best practices and ideas. It also includes strategies and a shared vision to manage the following: Diversity Time zones Conflicts Performance With these effective outsourced team management strategies, companies can increase overall efficiency.

Management 92

Management Culture Seminar Communication 92

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs.

Culture 105

Culture E-support E Commerce Communication 105

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. This lack of transparency can make troubleshooting and optimization a challenge.

ROI 109

ROI Financial Net Promoter Score NPS 109

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

BirdEye

MARCH 17, 2023

In the rapidly evolving marketplace of today, running a small business can be an uphill battle due to the multitude of tasks and responsibilities required for success. In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency.

Consulting 98

Consulting Social Media Financial Sales 98

Magellan Solutions

APRIL 11, 2024

Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. What is Shopify Telephone Support?

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Kustomer

JUNE 6, 2023

When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. For the complete guide to how CRM software can also help improve your CX, download our latest ebook. Is your company meeting customer expectations?

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

BirdEye

DECEMBER 8, 2023

The impact: Why your follow-up emails matter Crafting the perfect follow-up email: 6 best practices Critical elements of effective follow-up emails Examples of follow-up emails for different scenarios Follow-up email FAQs Streamline client communication with Birdeye What is a follow-up email? Need a quick answer? I am here to help!

Demo 109

Demo Events Communication Feedback 109

ChurnZero

JANUARY 24, 2022

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. You might be wondering, what is customer centricity ? We’ll discuss these concepts and explain how you can use them to grow your subscription-based business.

Customer Centricity 98

Customer Centricity Customers Sales Webinar 98

Method:CRM

MARCH 13, 2023

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. If you do, you risk jeopardizing your relationships and the opportunity to develop new ones in the future. Instead, you should strive to exceed customer expectations.

Customer Experience 90

Customer Experience E-support Customers Document 90

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. 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. How can employee branding help your company?

Brands 175

Brands Social Media Competitive Advantage Communication 175

ShepHyken

JUNE 18, 2021

He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Therefore, it’s essential to show your loyal buyers how integral they are to your success. To ensure your shoppers stay happy and included, care for them by prioritizing these 7 customer service elements.

Social Media 146

Social Media Financial Presentation Customers 146

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically. During training sessions, bots can instantly highlight mistakes and recommend ways to improve.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

BirdEye

NOVEMBER 29, 2022

LinkedIn is a professional platform that helps you establish and reinforce business relationships. With over 875 million members across the world, LinkedIn marketing can be an invaluable addition to your digital marketing strategy. How to use LinkedIn for marketing. Table of contents What is LinkedIn marketing?

Marketing 98

Marketing Social Media Connections Events 98

InteractionMetrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post?

Metrics 52

Metrics Contact Center Interaction Insights 52

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. But with so many performance indicators to consider, where should you begin?

Measurement 93

Measurement Average Handle Time Metrics Customer Satisfaction 93

BirdEye

OCTOBER 10, 2023

Your business’s online reputation could be the difference between online marketing success and defeat, as a single negative review could damage your reputation beyond repair. 5 Strategies to implement reputation management for retail companies Why does reputation management in retail matter?

Retail 109

Retail Management Social Media Multi-Channel 109

ShepHyken

MAY 17, 2022

Creating a Company Culture –. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: The Disney Way.

Culture 69

Culture Leadership Consulting Loyalty 69

BirdEye

JANUARY 5, 2023

Investing in this position can help you attract new customers and protect your brand’s online reputation. An online reputation manager is someone who monitors, analyzes, and manages a company’s online presence. Depending on the marketing goals and resources available, this will vary from company to company.

Management 98

Management Multi-Channel Social Media Interaction 98

Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. If only reciprocal respect were shown, in some instances, it’d be a big improvement.

Employee Experience 93

Employee Experience Consulting Article Leadership 93

CSM Magazine

FEBRUARY 28, 2023

Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role.

Customer Service 52

Customer Service Workshop Culture Customers 52

Michel Falcon Experience

SEPTEMBER 3, 2019

We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before. But today I have guidelines that greatly increases the likelihood that I won’t hire them again.

Culture 131

Culture Hospitality Document Workshop 131

BirdEye

FEBRUARY 14, 2023

Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. Table of contents What is an online reputation management consultant?

Consulting 97

Consulting Management Social Media Multi-Channel 97

SurveySensum

APRIL 28, 2023

Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service. And how does it work?

NPS 52

NPS Loyalty Measurement Customer Service 52