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. The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires.

Call Center 97

Call Center Contact Center Engagement Communication 97

CX Accelerator

JANUARY 16, 2020

We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered. Even so, these proven techniques outlined below can act as a blueprint on which to build your custom approach.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered. Even so, these proven techniques outlined below can act as a blueprint on which to build your custom approach.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. This is because we have come a long way in our understanding of productivity which is no longer only about the amount of work but something more. Dealing with customers is not easy.

Call Center 125

Call Center Technology Customers Engagement 125

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. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. 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.

Management 88

Management Contact Center Communication Feedback 88

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? How do you approach customer happiness in your company?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

COPC

DECEMBER 1, 2022

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face environments, and field service dispatch. Major brands throughout the world rely on the COPC CX Standard to manage and improve their CX management programs. In 1996, COPC Inc.

Contact Center 72

Contact Center Metrics Consulting 2022 72

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. To enable smart manufacturing, organizations must consciously align culture with strategy.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce. This guide will explore the whats, hows, and whys of workforce optimization.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Customer Bliss

MARCH 21, 2019

One who leads with a vision and principles that can transform both employee and customer experience? Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. And how did he do this?

Hotels 192

Hotels Employee Experience Leadership Magazine 192

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

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

BirdEye

JUNE 1, 2023

Today’s fast-food restaurants benchmark their process against the industry standard developed by the McDonald brothers. But they all have one core thing or element in common — they pit your organization’s metrics against a standard with the aim of improving your success. Benchmarking drives greatness. And remember “New Coke?”

Reference 98

Reference Metrics Competitive Advantage Transportation 98

SurveySensum

APRIL 1, 2024

Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Trust is not easily gained but can be a distinguishing factor that sets a business apart, resonating deeply with consumers and potentially leading to market leadership.

Brands 52

Brands Social Media Feedback Loyalty 52

Lumoa

JANUARY 24, 2024

That will give you a clear goal to work toward and guide your organization’s decision-making processes. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. Have you ever traveled to a country where you didn’t speak the language?

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. 7 Ways to Turn Customer and Employee Empathy into Action.

Culture 214

Culture Customers Feedback Workshop 214

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

West Monroe

OCTOBER 11, 2023

While many organizations have this goal, it does not come without challenges. Culture and change management hurdles The siloed nature of utility organizations can sometimes set IT and the business at opposite ends of the table—whereby the business perceives IT as imposing restrictions.

Government 52

Government Culture Definition 2022 52

Gainsight

MARCH 4, 2024

Online Learning Improves Operational Efficiency Name any operational objective your organization aims to optimize—attracting more talent, decreasing onboarding time, getting new hires into the field—and you’ll soon realize the key to reaching those goals is through training.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

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. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Innovative CX

SEPTEMBER 14, 2023

Is it a part of your organization’s overall brand strategy? Each semester I set aside one of our sessions to discuss corporate social responsibility within organizations especially as they pursue globalization of their products and services. If it is, great! If not, it should be.

Management 52

Management Definition NPS Financial 52

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. Consider standard demographic factors like age, gender, location, and income. We live in times that demand every business to have some presence on at least 2-3 social media platforms. Who are your customers?

Social Media 105

Social Media Measurement Brands Leadership 105

Comm100

SEPTEMBER 29, 2021

By the end of the article, you’ll understand how to navigate common security pitfalls, and which security features will matter most to you and your organization. By the end of the article, you’ll understand how to navigate common security pitfalls, and which security features will matter most to you and your organization.

Customer Service 81

Customer Service Culture Customers Customer Service Strategies 81

TechSee

DECEMBER 16, 2020

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Playvox

FEBRUARY 6, 2024

QM, sometimes referred to as quality assurance (QA), includes more than just scoring interactions and is made up of a variety of processes and systems aimed to help improve and engage agents – with the desired outcome of delivering outstanding customer experience (CX). Edwards Deming and Walter A.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

SurveySparrow

JUNE 19, 2020

All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term. By prioritizing on employee loyalty.

Loyalty 96

Loyalty Engagement Feedback 2018 96

ProProfs Chat

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. Engaged employees form the backbone of any organization.

Engagement 105

Engagement Leadership Culture Measurement 105

Second to None

FEBRUARY 4, 2020

The difference between an actively engaged employee and someone just waiting for their shift to be over is obvious to every customer. To encourage the necessary level of engagement among employees, brands need to figure out ways to increase employee satisfaction, which can be accomplished through many different approaches.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. I’m excited to begin this partnership which supports our team in preparing for the future and becoming ready to shape it.”

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A remote work location requires a different mindset from contact center management — and a distinct set of guidelines.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

BirdEye

SEPTEMBER 11, 2023

You may have gained seven positive reviews, but that one bad review caused a dent in your brand’s credibility, which you did not expect. You’re living in a world where clicks and comments shape opinions. And the reality is your online reputation matters more than ever. Table of contents What is AI for reputation management? Solution: 1.

Management 58

Management Brand Values Demo Social Media 58

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands.

Contact Center 63

Contact Center 2022 Download User Experience 63

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. This remote and digital-first world has made service organizations rethink how to engage with customers. Drivers of Visual Transformation. Digital-first is now the norm.

Customer Service 109

Customer Service Demo Engagement Customers 109

COPC

JULY 20, 2023

Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively.

Measurement 71

Measurement Contact Center Metrics Definition 71

West Monroe

OCTOBER 11, 2023

While many organizations have this goal, it does not come without challenges. Culture and change management hurdles The siloed nature of utility organizations can sometimes set IT and the business at opposite ends of the table—whereby the business perceives IT as imposing restrictions.

Government 40

Government Culture Definition 2022 40