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. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

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

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Contact Center 246

Contact Center Outlook Gaming Education 246

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

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

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Read on for our complete guide, where we’ll explore all the best practices. Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

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

Fonolo

MARCH 14, 2023

Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout. Read on to find out the best call center retention strategies to guide your efforts. How can you improve your overall agent experience?

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

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

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Inside Customer Service

FEBRUARY 10, 2022

Poor internal customer service frustrates many employees like my friend. An employee relations contact center in a multinational company helps thousands of remote employees with their human resources needs. It's clear we experienced a service failure, but what about the front desk employee who checked us in?

Customer Service 130

Customer Service Contact Center Retail Sales 130

Fonolo

OCTOBER 26, 2022

Impeccable customer service and experience? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. When you learn new things, it’s natural to feel more engaged and confident.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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

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

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. The employees there saw customers as numbers on a sheet, not humans with needs and emotions.

Customer Experience 97

Customer Experience Start-ups Customer Feedback Sales 97

SurveySensum

APRIL 1, 2024

In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Burnt out employees. High employee turnover.

Contact Center 148

Contact Center Technology Technology Education 148

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Optional live learning session and instructor feedback at no extra charge.

Education 52

Education Government CX B2B 52

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Yes, by prevention of issues.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. Why Employee Surveys Matter?

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity.

Net Promoter Score 52

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

Logicalware

JANUARY 31, 2024

In fact, a 2023 Forrester study found that companies that focus on customer experience can achieve revenue growth 4-8% higher than their competitors. Critical to this, is delivering an omnichannel experience that is unified and integrated across business units. However, it’s important to move beyond stagnant KPIs.

AI 52

AI Omnichannel Technology Technology 52

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

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. How to Foster Agent Engagement in a Hybrid Contact Center. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The Manager’s Guide to Call Center Gamification.

Contact Center 99

Contact Center Construction Technology Technology 99

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Service 52

Customer Service Customer Retention CX Social Media 52

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

ClearAction

JANUARY 12, 2022

CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. They put the customer first and invest in their employees and communities.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. You have to be better than that, giving them experiences that they won’t forget.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

Zendesk

JUNE 26, 2023

Several studies show that employee engagement increases team productivity, job satisfaction, and profitability—encouraging positive business outcomes. In this complete guide, we will focus on employee engagement surveys and provide sample questions, best practices, and tips for using employee engagement survey data.

Start-ups 52

Start-ups Construction Social Media Actionable Insights 52

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. How to Foster Agent Engagement in a Hybrid Contact Center.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 120

Customer Experience AI Outlook CX 120

Lumoa

JANUARY 27, 2023

In This Article: What is a Customer Experience Audit Checklist? A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83