Inside Customer Service

FEBRUARY 8, 2024

In-N-Out employees are unfailingly friendly. Can employees deviate from steps of service? Following them helps employees deliver more consistent customer service. They guide employees' interactions with customers and ensure consistency. Solve: help the customer have a better experience. An error rate of less than.1

Contact Center 220

Contact Center Retail Customer Service Start-ups 220

CX Accelerator

NOVEMBER 7, 2023

A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Inside Customer Service

DECEMBER 7, 2023

You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work.

Customer Service 227

Customer Service Start-ups 227

CX Accelerator

NOVEMBER 11, 2022

Customer experience is multi-disciplinary. Project/Program Management. Change Management. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Having a good project manager will increase the likelihood of that initiative’s success.

CX 307

CX Customer Journey Map CX Transformation Government 307

Customer Think

MARCH 28, 2023

Workforce management suite optimizes modern workplaces, improves job satisfaction and enhances customer service

Customer Experience 59

Customer Experience Customer Service 59

Inside Customer Service

APRIL 11, 2024

This training plan is for customer service managers and trainers. How are employees expected to use what they learn? That also makes it easier for employees to fit the videos into their busy schedules. What can we do to manage customer expectations? Make sure everyone has access to LinkedIn Learning before you begin.

Customer Service 219

Customer Service Start-ups Customer Expectations 219

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Inside Customer Service

APRIL 27, 2023

This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Will employees see the goal as improving customer satisfaction or earning the $100 bonus? It helps you get more buy-in from employees to do the right thing and achieve results.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

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

Futurelab

JULY 21, 2021

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Linkedin Share Button.

246

246

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

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. The common denominator isn’t the 46% of employees.

Engineering 291

Engineering Construction Sports 291

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253

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

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

AI 143

AI Customer Experience Management Consulting Education 143

Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance.

AI 52

AI Customer Satisfaction CX Construction 52

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. The customer is volunteering their time and energy to inform you of a potential problem in your experience. This situation happens everywhere.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

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? Imagine the benefits of having eight months of regular productivity if you just managed to hold onto that senior agent! Poor management. Overtime costs. Rushed recruitment.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

DMG Consulting

FEBRUARY 19, 2024

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. Work experience and culture make a difference.

Contact Center 48

Contact Center Sales Customer Service 48

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. The key word here is “experience.”

Sports 78

Sports Legal Start-ups Management Consulting 78

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Beyond Philosophy

MARCH 18, 2023

However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. He wanted to know how to build an excellent Employee Experience.

Customer Experience 88

Customer Experience 88

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

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

Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. When it comes to customer experience , even the best-managed companies encounter challenges. When it does happen, will you be able to navigate it to an acceptable outcome?

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom

FEBRUARY 6, 2024

There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business. Knowledge Management is KEY in an AI world While AI technology itself is fascinating and pretty critical, I have come to realize that knowledge management is just as important.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too. Using the S.M.A.R.T Many work long, difficult hours in a stressful environment.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

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