Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

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Contact Center Social Media CX Customer Experience 246

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Inside Customer Service

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Are the scores all fair?

Customer Service 147

Customer Service Customer Satisfaction Customer Survey Customer Experience 147

Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. “According to Gallup, 69% of employees would work harder if they were better recognized. Caller Expectations are on the Rise.

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Contact Center Mystery Shopping Customer Satisfaction AI 226

Zendesk

JULY 14, 2022

To stem this tide of exits, human resources departments are digging deeper into employee experiences to find problems they may have missed. In an Isolved study , 92 percent of HR professionals said that employee experience is a top priority for them. That’s where employee experience journey mapping comes into play.

Start-ups 98

Start-ups Customer Journey Map Business Administration Education 98

Zendesk

JANUARY 10, 2024

These figures provide information on team performance, employee engagement, and the organization’s overall productivity. This philosophy drives efficiency across departments, influencing everything from employee scheduling to future benchmarks and initiatives.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Start with Some Self-Reflection.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Fonolo

JUNE 1, 2021

But this ‘new normal’ comes with uncharted territory, and the success of your business hangs in the balance. Contact center leaders are struggling to hire and train new agents as employee turnover increases. First impressions are so important, especially when it comes to employee engagement.

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Contact Center Touchpoint Customer Satisfaction Technology 155

Fonolo

DECEMBER 13, 2022

From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Budgets for hiring, tech, operational costs, and professional development . Employee development plans will vary, depending on your call center’s needs and individual agent goals. Financial goals . Timelines .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. For starters, get to know your employees.

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CX Start-ups Customer Experience Customer Expectations 130

Intercom, Inc.

JULY 13, 2021

That’s why we use the same criteria to hire people as we use to evaluate their performance after they join. Intercom regularly surveys employees to understand their experience and what can be improved. In a recent survey, our team let us know design career paths and advancement were pain points.

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Scorecard Start-ups Engineering 271

Zendesk

FEBRUARY 15, 2024

Employee support: Chatbot templates can help support your internal team members, assisting them with processes like handling time off requests or answering new hire onboarding questions.

E-commerce 52

E-commerce Net Promoter Score CX NPS 52

Fonolo

JULY 28, 2022

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. Diversity is great for employees and businesses, too. We all know that life experiences are dramatically different from one person to another.

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Contact Center Customer Satisfaction Innovation Technology 81

InteractionMetrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. The findings?

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Fonolo

SEPTEMBER 28, 2021

Of course, all new positions come with learning curves. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you. According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company.

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Scorecard Start-ups Customer Satisfaction Social Media 150

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. On one side, a capable workforce is always available to meet consumer demand.

AI 52

AI Customer Satisfaction CX Construction 52

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

Inside Customer Service

MAY 12, 2022

Hire a Lyft and plug the name of the coffee shop into the Lyft app. Employees working in a service culture operate the same way. A service culture is a type of organizational culture where employees are obsessed with customer service. Employees in a service culture have several characteristics in common.

Customer Retention 147

Customer Retention Start-ups Customer Service 147

Fonolo

APRIL 12, 2022

Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore. Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition.

Contact Center 95

Contact Center NPS Start-ups Technology 95

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture.

Engineering 126

Engineering Start-ups Scorecard CRM 126

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. After-call surveys are a great way to achieve this. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Training isn’t just for new hires.

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Contact Center Mystery Shopper Technology Technology 138

Zendesk

JULY 13, 2022

One thing about employee experience is very clear: Workers don’t want to go back to the days of long commutes and uncomfortable pants. Instead of drawing a line in the sand , now is the time to bring your employees to the collaboration table and start problem-solving. What is employee experience?

Start-ups 98

Start-ups Sentiment Analysis Education CX 98

ProProfs

MAY 4, 2023

employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. What is diversity in customer experience?

Customer Experience 83

Customer Experience Non-Profits Start-ups Innovation 83

Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. .

Construction 138

Construction Start-ups Technology Technology 138

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

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CX Customer Experience 243

Zendesk

APRIL 14, 2023

Building a team of talented employees is already a challenge. You can avoid this by investing in your employee experience management. Having a dedicated representative focus on treating employees like they’re valued customers can have far-reaching effects. What does an employee experience manager do?

Start-ups 52

Start-ups Technology Technology Touchpoint 52

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.

Construction 52

Construction Innovation Start-ups Gaming 52

Logicalware

NOVEMBER 20, 2023

The shift from on-premises setups to CCaaS is not merely a trend; it’s a strategic move to unlock cutting-edge technologies, enhance the employee experience (EX), and ultimately, elevate the customer experience (CX). In practical terms, for every 10 employees hired, four or more are lost annually, inevitably impacting CX.

AI 52

AI CX Technology Technology 52

Fonolo

OCTOBER 19, 2021

Knowing what agents can gain from working in a call center can help you to better motivate them and also ensure you hire employees best suited for the job. Remote work offers better work-life-balance for employees who would’ve otherwise had to spend hours commuting to an office. Common cons of working at a call center.

Contact Center 95

Contact Center Customer Satisfaction Start-ups Sales 95

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Essential Call Center Soft Skills.

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Scorecard Contact Center Gaming Start-ups 141

InteractionMetrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Direct Marketing 52

Direct Marketing Customer Feedback Customer Experience 52

Zendesk

MARCH 20, 2024

Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience. All of this is to promote consistent experiences for the customer—and you can apply this same method to your business.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52

Kerry Bodine

MAY 11, 2020

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. What parts of your experience can or should stay the same? How to assess these changes: First, conduct employee and stakeholder interviews.

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Mystery Shopper Customer Experience Government Retail 122

Zendesk

JUNE 26, 2023

Several studies show that employee engagement increases team productivity, job satisfaction, and profitability—encouraging positive business outcomes. Help prevent these barriers by encouraging communication and feedback through regular team surveys. What is an employee engagement survey?

Start-ups 52

Start-ups Construction Social Media Actionable Insights 52