Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Inside Customer Service

MARCH 11, 2021

This post examines a few of the positive trends along with some areas for concern that must be addressed. Most agents were satisfied with their job and hoped to still be working for the same company in two years. This appeared to be the case in 2020, where the overall leadership score increased by 5.3

Contact Center 257

Contact Center Customer Feedback Gaming Customer Service 257

Futurelab

MARCH 20, 2022

How exactly has the industry evolved? And how can CX leaders navigate this new terrain to reach new heights? As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data. Be sure to download your copy to get access to all of the findings!

CX 130

CX Start-ups Customer Experience Customer Expectations 130

CX Accelerator

OCTOBER 7, 2019

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. How will you define success?

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. How will you define success?

CX 182

CX Customer Experience Non-Profits Contact Center 182

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. Anh Trinh is the Managing Editor of GeekWithLaptop.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

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

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Zendesk

AUGUST 9, 2023

Businesses increasingly understand and embrace the value in providing well-being benefits to their employees. To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Uniphore

DECEMBER 6, 2021

Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. If you’re a bad leader, all you do is make the decision and tell everybody what to do with a command-and-control, ‘I say jump, you say how high’ mentality.

Contact Center 130

Contact Center Technology Technology AI 130

Inside Customer Service

JANUARY 27, 2022

We had just sat down to review a call, and it wasn't going well. I realize some readers might not be familiar with the quality assurance process in contact centers. You've probably heard that disclaimer at the start of the call, "This call may be recorded for quality and training purposes." Nope," he said again. The solution?

Contact Center 148

Contact Center Legal Construction Start-ups 148

CSAT.AI

JULY 13, 2022

You want to be the best in your industry. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . Treat Agents Well. “To Listen to the advice of some of the best.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

CX Accelerator

OCTOBER 28, 2020

And a quick apology for being a bit heavy on the Coldplay. CX is hard work and there are a billion reasons not to change, improve, and grow. Well done, ,, Schulbert Koleka. There will be times that you want to throw in the towel, but this is a fight worth fighting. When you breathe I want to be the air for you.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Changing Expectations. Business Continuity.

Contact Center 182

Contact Center CX Technology Technology 182

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Mixpanel?

Finance 94

Finance Customer Retention Sales Technology 94

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. This lack of understanding can be a problem. So how should you go about remedying this? okay… so what do you actually do ?”.

CX 208

CX Education Social Media Government 208

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

CX Accelerator

SEPTEMBER 16, 2022

If we are being honest, that’s as committed as it gets for many executive and operational leaders. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Something authentic and concrete like “how do you share user research among the teams?” Lack of process.

CX 208

CX Start-ups Finance Engineering 208

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. This lack of understanding can be a problem. So how should you go about remedying this? okay… so what do you actually do ?”.

CX 182

CX Education Social Media Government 182

Totango

MAY 15, 2024

Setting clear goals and understanding the role of AI is essential, but it’s becoming just as apparent that businesses find a new level of flexibility to help them be open and adaptable to adjustments along the way. That’s a lot of money and a lot of opportunity on the table if it’s not embraced with an agile learning approach.

AI 96

AI Sales Innovation B2B 96

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Using the S.M.A.R.T What are the most common customer complaints they hear?

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

MattsenKumar

MAY 7, 2024

Inbound Call Center Metrics to Measure for Better Customer Service Inbound call center employees are front liners and the flagbearers of every organization. Being the first person of contact, they need to be informed, well-versed and accurate at all moments.

Contact Center 52

Contact Center Net Promoter Score Customer Satisfaction E-commerce 52

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. 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.

Net Promoter Score 89

Net Promoter Score Customer Experience Customer Journey Map NPS 89

SurveySensum

FEBRUARY 23, 2024

Well, with the power of pulse surveys , that dream can become your reality. 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. Sounds like a dream, right?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Execs In The Know

MARCH 25, 2022

It requires a transformation in the way leaders plan, direct, and engage employees in their organization. Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. Employee Experience Checklist. Let’s start with the employee experience checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Just as you shouldn’t put off going to the gym until you lose weight, you shouldn’t put off improving your CX until you’ve put together a big budget. Start with your front-line employees, the people who are dealing with your customers. By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help! There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help! The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Shep Hyken

JUNE 28, 2021

Be sure to check out the drop-down box that allows for the data to be broken up into different categories. It’s interesting how the scores determine the ranking. My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? So, what to do with this list?

Customer Service 129

Customer Service Government CX Start-ups 129

Hodusoft

MARCH 21, 2024

In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. Overview of The BPO Industry: How It Works? As per a report , the global BPO market size was valued at $221.5 from 2021 to 2028.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

SurveySensum

DECEMBER 22, 2023

Despite having to go through two channels and repeating my problem, I was assured that it would be resolved in 4-5 days. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation. So, how to stop this? But first – why should you focus on AUTHENTIC feedback?

NPS 52

NPS Gaming Education Customer Satisfaction 52

Lumoa

APRIL 6, 2023

So how do you ensure that all your customer experience (CX) initiatives are successful? Employees are stretched thin, especially post-pandemic layoffs that left most teams lean. Customer experience should be owned by everyone in the organization, from top to bottom. The answer is simple: Everyone.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? By implementing the right customer success technology, companies can empower their employees across the organization to become CS creators.

NPS 114

NPS Sales Innovation Technology 114

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Nowadays, most people search for information online.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94