Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Improved customer satisfaction and increased agent productivity. Improved job satisfaction – along with improved operational efficiencies, and better CX.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs. Paint a Picture with Your Resume.

Start-ups 104

Start-ups Social Media Engineering Education 104

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. By performing this function, customer success managers help promote customer satisfaction, laying the groundwork for retention and brand ambassadorship. These include: Creating a customized job description.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Fonolo

AUGUST 29, 2023

As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too. In this blog, we’ll take a close look at what’s involved in active listening.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. Will it increase their satisfaction or decrease it?” If employees are engaged and enjoy their jobs, they are more likely to provide good service to customers.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Intercom

MARCH 22, 2023

In the US alone, more than 20% of people don’t speak English at home – using a tool at work that doesn’t support the language they’re most comfortable with complicates their jobs unnecessarily. Increases employee retention: We know that employees that feel comfortable and confident in their jobs are more likely to stay.

Customer Service 59

Customer Service AI Customer Experience 59

Hodusoft

MAY 10, 2024

In this blog post, we will discuss everything about virtual call centers and contact centers, starting from what they are, history and evolution, benefits they offer to contemporary businesses, and how to choose the right virtual call center and contact center software. You can recruit agents for different shifts.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Hodusoft

APRIL 26, 2023

If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction. In this blog post, we discuss the metrics you must use to measure your call center’s performance.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Execs In The Know

MAY 6, 2022

Their agents also felt more valued and heard, and their jobs became easier as customer barriers were removed. Gig typically means a short-term job. Guest blog post written by Melanie Fricke of Directly OnDemand, recently acquired by CSS Corp. I feel that many leaders get “busy” and forget the basic skill of listening.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Totango

DECEMBER 7, 2023

Focus on the customer experience holistically to drive revenue and retention Customer success is not something that only one team is responsible for; it’s the job of every customer-facing team. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 91

Sales Scorecard NPS Customer Acquisition 91

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. But it still makes a far better measure for Customer Satisfaction (CSAT) than Average Handle Time (AHT). Contact Center Trends 2021.

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. Furthermore, 86% of customers are willing to pay more to receive a better customer experience.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Totango

JANUARY 22, 2024

As the regulation and responsible application of generative AI in workplaces grows, CS teams will recognize AI as a serious partner for improving customer satisfaction, reducing churn, and driving revenue growth.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Callminer

APRIL 21, 2020

Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. Leaders can track progress on key metrics like average resolution time and overall customer satisfaction ratings to see how their team members improve over time. William Taylor. velvetjobs. Syed Ali Hasan.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Totango

DECEMBER 28, 2021

When your team is up-to-date on the latest best practices and technology tools and prepared to handle frequent support issues, your customer success strategy will be more effective and your customers will enjoy greater satisfaction, resulting in higher retention. Assign mentors to staff members to assist with on-the-job training.

Net Promoter Score 97

Net Promoter Score Education NPS Start-ups 97

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. Becky Beach.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Execs In The Know

APRIL 28, 2022

Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience. Attended automation can significantly reduce AHT (average handling time) and ramp time, increase productivity and accuracy, and improve CSAT (customer satisfaction) scores. Guest blog post written by Laivly.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Top 10 Use Cases for Chatbots in Higher Education Learn how schools are adopting bots to help them improve team efficiency, reduce support costs, and improve student satisfaction.

Education 72

Education Social Media Technology Technology 72

Execs In The Know

FEBRUARY 18, 2023

Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. Starting a new job nearly always means information overload. Guest blog post written by Lior Torernberg at Balto. How Does Call Coaching Software Help New Agents?

Contact Center 52

Contact Center Compliance Start-ups Sales 52

Doing CX Right

SEPTEMBER 19, 2020

The onus of customer satisfaction does not strictly fall upon businesses. We as consumers also need to take responsibility for the experiences we have every day… including how we interact with others whose job it is to provide service excellence. So, who owns customer happiness ? Customers or companies? The answer is both!

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Two roles at similar levels in similar looking companies can actually differ widely in practice. Choose boring technology.

Engineering 118

Engineering Start-ups Technology Technology 118

Execs In The Know

MAY 10, 2021

Employee satisfaction surveys, focus groups, and anonymous feedback: Most companies now have employee satisfaction surveys. I fear my job is at risk. It has been an unsettling year for everyone, creating uncertainty about job security. There is no question that agents have a difficult job.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

ProProfs

MAY 22, 2020

In this blog, I am going to introduce you to all the aspects of a skill assessment test like-. Well, to define skill assessment in simple words, “it is a method of testing that helps in assessing an individual’s set of skills that are required for a particular job role.” Increased employee satisfaction.

Social Media 102

Social Media AI Sales 102

Execs In The Know

NOVEMBER 22, 2022

A shared common language among internal teams provides multi-skilling opportunities and boosts job satisfaction. . Guest blog post written by ChatLingual. Cultural nuances in different countries impact your operations and staffing strategies. In the near future, companies will be expected to provide native-language support.

Contact Center 98

Contact Center CX Technology Technology 98

Fonolo

JULY 5, 2023

Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. And they offer a structured approach to collect feedback, measure customer satisfaction levels, and identify areas for improvement. This boosts customer satisfaction and business growth.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

CSAT.AI

JULY 24, 2019

This Job is a Pain in the Neck. Ergonomics may not have been a thought in the 1950s, but awareness of factors that impact job performance has evolved. If all of these demands come with little or no reward employees feel it just isn’t worth it to stay which leads into the next point: I Can’t Get No Satisfaction.

Contact Center 59

Contact Center Sentiment Analysis AI Sales 59

SurveySensum

DECEMBER 22, 2023

It provides valuable insights into customer satisfaction , loyalty, and areas needing improvement. Shortcomings of NPS Gaming False sense of success and customer satisfaction: High NPS scores lead businesses to believe they are performing well while underlying issues affecting the customer experience remain unaddressed.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Totango

AUGUST 9, 2022

This yields superior customer satisfaction, translating into higher revenue for your business. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title. Possible buckets could include: Demographics : client location, language, job title, years of experience, salary, etc.

B2B 101

B2B Customer Journey Map Social Media Net Promoter Score 101

Beyond Philosophy

APRIL 14, 2022

My regular readers will remember that customers’ satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. Let that upsell be someone else’s job.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Hodusoft

APRIL 6, 2022

Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Customers and employees will seek immediate satisfaction . With some trends changing year after year, it can be hard to know what to focus on for the upcoming year. .

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Employee engagement is a measurement of how emotionally invested employees are in their job responsibilities and how committed and dedicated they are toward their team and organization. If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Intercom

JANUARY 11, 2024

It’s not a job for the faint-hearted, but it’s one today’s guest, Camille E. A colleague and I are working on a series of blog posts about this. ” It’s a hard conversation to have, and I think people are so frozen with fear of losing their jobs that they don’t want to have it. Acey , loves doing.

Customer Service 86

Customer Service CX AI Start-ups 86

SurveySensum

MARCH 12, 2024

After that, all you need is an effective survey builder to get the job done! In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways. Jump logic Picture you’re a financial institution conducting a satisfaction survey.

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Intercom

OCTOBER 9, 2023

As the Head of Customer Success, I lead a small team of five people who focus on user satisfaction, retention, and engagement. Which celebrity would be really great at your job, and why? Well, there’s this popular travel blogger who mentioned Hunter as a way to find Airbnb support emails in one of their blog posts.

Start-ups 52

Start-ups Customer Service Innovation Customer Relationship 52

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. AI doesn’t threaten customer service jobs; instead, it enhances them. When AI was launched into customer service it raised concerns about the automation of jobs and a potential loss of the human touch.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Beyond Philosophy

SEPTEMBER 10, 2015

What they discovered was Customer Satisfaction was highest in retailers with high employee engagement. Furthermore, engaged employees enjoy personal satisfaction for doing so. By giving employees the tools to do the job and then getting out of their way while they do it, you create empowerment and foster employee engagement.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167