Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 260

Retail Social Media Finance Sales 260

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

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

Inside Customer Service

NOVEMBER 4, 2021

When a few more customers call, confused about how to use the latest software update, it's easy to shrug it off. Leaders at the software company dismissed a few complaints from confused customers, without realizing those customers were the vanguard of a giant issue. At the coffee shop, a new employee was the sole cashier.

Start-ups 243

Start-ups 243

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

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? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Fonolo

OCTOBER 26, 2022

Other ways to inspire intrinsic motivation include self-improvement and educational opportunities, as well as software to enable quicker wins. If you don’t have motivated employees, your call center may not be a positive work environment. You know what’s worse than negative feedback? Regular feedback is a must for motivation.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. This ensures they have the right amount of employees on call to deliver good customer service. Businesses today walk on a tightrope when it comes to customer service and efficiency.

AI 52

AI Customer Satisfaction CX Construction 52

Fonolo

DECEMBER 15, 2022

Another way you can shape your ideal customer journey is to collect feedback directly from your customers. Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

SurveySensum

APRIL 9, 2024

times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! What is an Employee Journey?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?. PeopleMetrics LIVE! FOLLOW US ON SOCIAL!

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Shep Hyken

JULY 23, 2021

He writes about how using a learning management system (LMS) expedites employee skill development in your organization. Therefore, teaching employees new skills is important as it can help improve retention and turnover rates as well as ensure better productivity. . Inspires Creativity via Discussion Forums and Feedback .

138

138

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Why is Call Center Employee Retention Important? Half of all employees quit because of their bosses, while two-thirds say their managers have insufficient experience. 5 Tips to Improve Call Center Employee Retention.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

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

Zendesk

OCTOBER 27, 2023

When sales software company Outreach began in 2014, three people were making the amount of sales a team of 20 would. Today, the company has 1,000 employees worldwide and over 5,000 customers. Using feedback to make improvements In the early days of Outreach, the team focused on how they could get more meetings with customers. “We

Customer Retention 52

Customer Retention Sales Customer Feedback 52

Zendesk

MARCH 20, 2024

Managers can use this information to provide constructive feedback and reviews as well as tailor training programs designed to improve your support team’s customer service skills. Improves the employee experience An efficient quality assurance process can directly contribute to the employee experience (EX).

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

SurveySensum

FEBRUARY 23, 2024

Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. It consists of a short and regular set of questions sent to employees. But wait, there’s more!

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Lumoa

JANUARY 11, 2022

What Is an NPS Software? In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. Reasons To Invest in an NPS Software Their perspective represents their sentiments regarding your brand, products, services, and business model.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

SurveySensum

NOVEMBER 1, 2023

SurveySparrow is a customer feedback platform that allows businesses to create and distribute surveys, collect responses, and analyze data. While there are some amazing features that SurveySparrow offers, it also comes with some drawbacks that restrict an efficient feedback management process for users. Frustrating, right?

Text Analytics 52

Text Analytics Start-ups Close the Loop NPS 52

Inside Customer Service

AUGUST 10, 2023

There's a good chance the employees there use rapport to make you feel great. It helps customers become more: Trusting Willing to listen Forgiving of mistakes My research shows that customers are 2-3 times more likely to give higher ratings when then know an employee by name. Try to receive that same feedback from a real customer.

Customer Service 199

Customer Service Start-ups 199

Fonolo

DECEMBER 13, 2022

You have tons of project management software to help you keep things organized — from Asana to monday.com. 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: . Our advice?

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Fonolo

FEBRUARY 14, 2023

Call center automation is a practice of using software to automate processes and perform tasks – often those that are simple and repetitive. Let’s face it; repetitive taskwork is tedious and leads to employee burnout. Improved agent happiness Successful businesses know that employee happiness is directly linked to customer happiness.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

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

Execs In The Know

FEBRUARY 29, 2024

Most CX teams today have limited manpower to spare, which is why keeping focused on what matters the most — the needs, preferences, and emotions of your customers and employees can help you avoid potential pitfalls along the way. Consider the employee experience. Solution: Human-centric design lives and dies by user feedback.

CX Transformation 99

CX Transformation CX VOE AI 99

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Now, it’s time to drill down into the details.

Customer Experience 83

Customer Experience ML Social Media CX 83

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Think

FEBRUARY 3, 2022

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins me to talk about how the Zoom ceiling is the new glass ce.

98

98

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

CSAT.AI

DECEMBER 14, 2022

To heck with employees and customers. Employees are part of that satisfied customer big picture. If employees don’t have what they need, they often can’t get the customer what they need. Employee needs include training, tools, employee empowerment and supportive culture. . Employee Empowerment and Company Culture.

Sentiment Analysis 92

Sentiment Analysis B2C AI Customer Service 92

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. Today’s employees have different priorities from before. If you want a good CX, you need well-managed employees.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Zendesk

OCTOBER 20, 2023

Product development teams use customer service plans to identify areas of improvement for the product or service based on agent and customer feedback, reporting and analytics, and ticket information. A customer satisfaction (CSAT) survey is automatically sent to the customer to collect feedback about the interaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Shep Hyken

DECEMBER 27, 2022

Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Comm100

JUNE 15, 2022

This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. This is where B2B SaaS feedback software comes to the rescue! By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52