ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Inside Customer Service

APRIL 28, 2022

Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.

Customer Service 130

Customer Service 130

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

TeamSupport

DECEMBER 20, 2023

To get real value out of AI, the technology you implement needs to be trained on your processes, digest data, and more. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences. Plan to regularly collect feedback through surveys, social media, and direct communication channels.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

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

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. Replacing and training your employees is costly, so their satisfaction ties directly to your bottom line. How does one quantify their employees’ experience? First, some quick basics.

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

Fonolo

DECEMBER 13, 2022

From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Employee development plans will vary, depending on your call center’s needs and individual agent goals. This form of employee development could measure and aim to improve agent-specific KPIs like: . Training .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. How to Use Customer Profiles to Improve Call Center Training. After-call surveys are a great way to achieve this. Invest in Training and Onboarding. The Executive Guide to Improving 6 Contact Center Metrics.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

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

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

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 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

CSAT.AI

JANUARY 25, 2023

The WFH and Hybrid Work Issue It’s true that the pandemic forced a hard work from home model on most businesses and their employees. Now that those employees have had the opportunity to work from home they don’t want to go back to the old in-office model. Surveys have borne this out in the US.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. After all, delivering a great customer experience starts with a good employee experience.

CX 162

CX Social Media Contact Center Actionable Insights 162

Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Surely, both CX and Voice of the Customer processes have a strong customer survey element to them.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

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?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Logicalware

FEBRUARY 22, 2024

It’s common knowledge that happy employees make happy customers. However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. They also see a 16% increase in first-contact resolution rates.

Customer Satisfaction 52

Customer Satisfaction AI Innovation Customer Experience 52

Lumoa

DECEMBER 19, 2023

From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience. Machine learning-based methods, like deep learning algorithms, utilize vast datasets to train models that can automatically identify sentiment.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Fonolo

SEPTEMBER 28, 2021

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. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Remember the acronym S.M.A.R.T

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

SurveySensum

APRIL 22, 2024

Improved customer experience Allocating resources to cybersecurity safeguards customer data and improves the overall customer experience. Employee training and awareness Workers frequently serve as the initial barrier against cyber threats. Let’s get into details…! What steps should I take in case of a data breach?

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Fonolo

NOVEMBER 29, 2022

You’ll be working very closely with them on training and development which means there needs to be reciprocal trust on both sides. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Offer On-Going Training.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Intercom, Inc.

MAY 26, 2022

One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved. Digging into where customers aren’t having their queries answered will be invaluable to providing a more seamless experience going forward. Improve customer service training for your support personnel.

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

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?

52

52

Fonolo

JULY 5, 2023

Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. We’ve probably all experienced something like this: an encounter with an employee that was so negative that it makes us decide to take our business elsewhere in future.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. It’s about making a strategic leap, not just keeping pace.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. An unhappy customer might share their negative experience online, which could potentially damage a company’s reputation.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? Anonymous surveys are the answer! The anonymous feedback tool is designed to launch anonymous surveys, enabling users to share their feedback and opinions without revealing their identity.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Zendesk

DECEMBER 7, 2023

Good employee experiences are a luxury in times of economic hardship. Adequate pay, work-life balance, and benefits like healthcare go further to create positive employee experiences than perks like office pizza parties or casual Fridays. But good employee experiences result in better business outcomes.

AI 52

AI Healthcare 52

SurveySensum

JANUARY 11, 2024

It’s all about employee productivity. Why Employee Productivity Matters? When your employees are equipped with the right tools and resources, they feel valued and supported. They can tell when they are dealing with happy, engaged employees. Yes, you read it right. So, without further ado, let’s dive right in!

Construction 52

Construction Social Media Start-ups Innovation 52

Shep Hyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Typically, the customers who answer surveys are either very angry or very happy with your organization.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Fonolo

AUGUST 10, 2021

Ultimately, if customers don’t have a good experience, they’re likely not going to call back. A customer care strategy should be put in place to ensure the service your agents provide is always top notch and that the customer experience stays consistent throughout your organization. customerservice #customerexperience Click To Tweet.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Zendesk

JANUARY 24, 2024

An employee onboarding process refers to the steps that integrate new employees into an organization. Dealing with high employee turnover rates brings several challenges to a business. One way to reduce employee churn is to implement an employee onboarding process that sets recruits up for success in their new roles.

Compliance 59

Compliance Start-ups Legal Construction 59

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? What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52