Team Support

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

2024 108

2024 Omnichannel Social Media 2023 108

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

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Accessible learning content within any platform helps your potential learners get comfortable, confident, and out into their roles as quickly as possible.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 79

Financial Customer Experience Contact Center Employee Experience 79

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

Retently

APRIL 5, 2024

Moreover, the lines between online and physical commerce are blurring. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. 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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. 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.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Engagement is ever-changing.

Engagement 116

Engagement Net Promoter Score Metrics Customer Satisfaction 116

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Customer Satisfaction Customer Retention Loyalty 62

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Financial 52

Financial Customer Experience Contact Center Employee Experience 52

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. No wonder employee engagement in the U.S.

Management 119

Management Culture Leadership Engagement 119

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Take every opportunity to remove friction.

E Commerce 62

E Commerce 2023 E-support Healthcare 62

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

Customer Bliss

MARCH 18, 2020

For your employees, this means removing the fear of leaving their home for work. Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. In this time of Coronavirus…let goodness prevail, instead of fear. Show Your Kindness.

Financial 215

Financial Healthcare E-support Hospitality 215

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Experience 90

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

2024 66

2024 Article Customer Service Contact Center 66

Education Services Group

JUNE 15, 2022

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. We expect to see more companies investing in their workforce as The Great Resignation continues.

Customer Success 52

Customer Success Webinar Connections Fashion 52

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Both employees and the organization benefit from such an atmosphere.

Culture 52

Culture Feedback Demo Communication 52

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Most contact centers recognize the importance of team leaders. Enabling Team Leader Success COPC Inc.’s

Contact Center 90

Contact Center Engagement Leadership Webinar 90

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. In the next three years, there will be a generational shift in the U.S. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center 2025 Management 2021 75

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

CSM Magazine

DECEMBER 13, 2023

Understanding the Customer Service Gap The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Foster a culture of continuous improvement within your company. Use feedback to improve data systems and processes continuously.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

CSM Magazine

MAY 9, 2023

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.

Customer Service 52

Customer Service Social Media Customer Centricity Exceptional Customer Service 52

BirdEye

JULY 21, 2023

Team cohesion is the feeling of trust, loyalty, and commitment between team members that binds them together and promotes collaboration. Team cohesion is the feeling of trust, loyalty, and commitment between team members that binds them together and promotes collaboration. It can also decrease work stress and anxiety. And guess what?

Competitive Advantage 52

Competitive Advantage Roadmap Culture Communication 52

Customer Bliss

APRIL 25, 2019

In today’s episode, Jon explains how he delivers business outcomes to his customers in a B2B SaaS company, where the relationship between the vendor and the customer is no longer simply transactional, it’s a long-term relationship that has to be nurtured over time. 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

One Millimeter Mindset

SEPTEMBER 11, 2018

Communication between leadership, management and front line employees. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections. Then again, how about social communication patterns between social connections. Have you noticed? Something I do.

Communication 167

Communication Social Media B2B Connections 167

One Millimeter Mindset

JANUARY 5, 2021

Because the professionals and associations I serve seek consistency and continuity in every level of their professional environments. Then, continuously learn new stuff that propels your mindset and skill sets towards what is new and next. What qualities do you have in common with employees and colleagues? Think about it.

2021 93

2021 Workshop Innovation Leadership 93

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Method:CRM

AUGUST 15, 2022

So, when it comes to the customer experience vs. customer relationship debate, the answer is both! The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. . There is crossover when it comes to customer experience vs. customer relationship, but there are some differences.

Customer Relationships 52

Customer Relationships CEM Customer Experience Customer Relationship Management 52

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

SurveySparrow

MAY 26, 2023

Enter 360-Degree Feedback, a holistic approach that revolutionizes how we perceive and utilize employee assessments. Enter 360-Degree Feedback, a holistic approach that revolutionizes how we perceive and utilize employee assessments. This system encourages transparency, improves communication, and fosters a learning culture.

Feedback 52

Feedback Culture Communication Insights 52

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. They also allow you to launch chatbots on the channels where your customers engage. Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. According to Statista, 88% of U.S.

2030 94

2030 Virtual Agent Interaction Technology 94

Team Support

SEPTEMBER 23, 2020

Advanced solutions enable more efficient and collaborative interactions among members of the team and between agents and customers. Additionally, artificial intelligence makes it much easier to onboard and learn new systems. Additionally, artificial intelligence makes it much easier to onboard and learn new systems.

B2B 96

B2B Consulting Customers Brands 96