Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. The results? How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

CX Accelerator

OCTOBER 28, 2020

CX is hard work and there are a billion reasons not to change, improve, and grow. Talk about holding to our values and being kind along the way as we collaborate with many people to improve CX in our organizations. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say? What a great point.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Can you afford for that revenue to go to your competitors because your customer has one bad experience? This is the beginning of a compelling cost/benefit analysis! Start with your front-line employees, the people who are dealing with your customers.

CX 173

CX Contact Center Start-ups Customer Experience 173

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

SurveySensum

DECEMBER 22, 2023

By leveraging NPS to ACTUALLY improve your customers’ experience and not just for the sake of it, or even under peer pressure ( yes, peer pressure is here too! ) And trust me, with the right strategies in place and the right NPS software to automate the process NPS can be your gold mine to success! “So, So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52

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

CX Accelerator

OCTOBER 28, 2020

CX is hard work and there are a billion reasons not to change, improve, and grow. Talk about holding to our values and being kind along the way as we collaborate with many people to improve CX in our organizations. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say? What a great point.

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

ClientSuccess

DECEMBER 5, 2022

Improve communication between customers and the company. . Improve communication between customers and the company. Your CAB deserves similar time and attention you give to other key stakeholder relationships such as investors and employees. What is a Customer Advisory Board (CAB)? Find customer champions. .

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Hassan Alnassir. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. Businesses must do something with this unstructured data to use it in some purposeful way.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. If not, then this blog is for you. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

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

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience.

CX 98

CX Actionable Insights Touchpoint Technology 98

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Steven Van Belleghem

JUNE 6, 2023

You can have the prettiest slogans on your walls or the most inspiring slides, if your employees see that you put efficiency, productivity and revenue before the customer’s needs, your culture will be driven by that. You need to build trust with your employees for them to work efficiently. But it’s not just any type of listening.

Construction 62

Construction Engineering Retail CX 62

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Beyond Philosophy

FEBRUARY 28, 2017

Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory. 8. Find constructive ways to say “No.” Hi, I’m the new guy.”.

Construction 131

Construction Social Media Start-ups Customer Experience 131

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. Let’s first understand what is Product Improvement and why you need it.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

CX Accelerator

MAY 16, 2018

This week I’m celebrating 10 years working for the same organization. These investments fill my tank to drive improved customer and employee experiences. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time.

CX 203

CX Start-ups Gaming Education 203

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. Top 10 B2B manufacturing feedback tools SurveySensum CustomerGauge Hotjar Typeform Freshdesk InMoment Zendesk Jira Service Desk Google Forms Microsoft Forms Conclusion Let’s explore what these tools are here.

Manufacturing 52

Manufacturing B2B NPS Compliance 52

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. If not, then this blog is for you. Before that, What is Customer Service in Retail?

Retail 40

Retail Customer Service E-commerce Social Media 40

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. 10 Rules for Building a Successful Consultancy Be brave and be committed. Experiment and adapt. Be focused.

Start-ups 78

Start-ups Gambling Social Media Education 78

SurveySensum

OCTOBER 5, 2023

A few days later, she received an email from Prestige Motors, requesting her feedback on the dealership experience. The survey began with standard questions about her overall experience, from the cleanliness of the showroom to the professionalism of the staff. ” Samantha paused for a moment, reflecting on her experience.

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

SurveySensum

AUGUST 3, 2023

You wish you had a better understanding of their thoughts to improve your offering. By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences. You can see which areas you excel in and identify areas that need improvement.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Hodusoft

FEBRUARY 29, 2024

Of them, almost 60 percent of clients have between one and 150 employees. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Read on and thank us later. Especially during peak times.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. However, with employees scattered around the globe and the regular employee churn an organization has, keeping a company’s customer culture alive is difficult. We shouldn’t see employees as simply revenue generators.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Clearly, to attract new members it’s important for credit unions to provide an outstanding digital member experience. Offer fast and convenient support.

Social Media 92

Social Media Omnichannel Start-ups Technology 92

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Callminer

AUGUST 6, 2019

These details allow for training reps and improving call center performance. There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Intercom, Inc.

FEBRUARY 23, 2022

million Americans quit their jobs last November, and research shows that 72% of tech employees are thinking of quitting in the next 12 months. million Americans quit their jobs last November, and research shows that 72% of tech employees are thinking of quitting in the next 12 months. Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Beyond Philosophy

JANUARY 28, 2015

Here are some DOs and DON’Ts for the first 90 days at your new job I learned as both employee and employer, shared to help you solidify the great first impression you made: DOs. Save the wisecracks for your blog. Be sure to ask your manager how you are doing and what you can improve at each month’s end. For me, this is key.

CEM 146

CEM Customer Experience Management Gaming Customer Experience 146