SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. But first thing first – measure their satisfaction and engagement levels with employee engagement surveys.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

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. In this way, a customer-centric leader acts as a bridge between the customer’s world and the organization, ensuring insights translate into actionable measures.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. A bigger staff isn’t necessarily a more efficient staff, and hiring someone with the wrong skill set can introduce inefficiencies that become magnified the bigger your team grows.

Start-ups 97

Start-ups Technology Technology CRM 97

Intercom

DECEMBER 19, 2023

” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like. This blog post dives into the new approach we devised at Intercom to re-identify our PMF. Zara Burke , Principal Editor Bots ? and brains ?:

AI 96

AI Engineering Sports Customer Service 96

Execs In The Know

JULY 4, 2023

Many leaders aspire to achieve the goal of being inspiring, but it’s a skill that doesn’t always come naturally to those who attempt it. In this blog post, we’ll explore how to get on the right path to becoming an inspiring CX leader and how this trait can benefit you, your team, and your company overall. .”

CX 97

CX Start-ups Customer Experience 97

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. Measurable: Set a goal that is quantifiable. Make sure your goals are measurable and time-bound. FCR measures the number of customer contacts resolved within a single interaction. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Training and Skill Development Training and skill development are also among the critical strategies for reducing costs and enhancing efficiency in BPO contact centers.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Callminer

APRIL 30, 2020

By measuring results and identifying the tactics that work to achieve positive outcomes from difficult customer situations, businesses can fine-tune their approach to conflict resolution to increase the odds of turning negatives into positives with each difficult situation. Clarify comprehension of the problem by repeating it to the customer.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Fonolo

DECEMBER 6, 2022

1 Develop Your Contact Center Managerial Skills . This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . Upgrade managerial skills . NPS: Net promoter score is powerful stuff.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Logicalware

DECEMBER 6, 2021

Coaching is an effective way to engage your team, develop their skills and improve performance. So in this blog, we’re including three coaching form templates you can use to make your coaching and quality assurance process more effective and consistent across your contact centre. Affirm + Action.

Business Consulting 97

Business Consulting 97

ProProfs

AUGUST 7, 2020

This blog post provides a breakdown of all that you should know about the topic. Employee training and development is a planned and systematic process of developing role-based knowledge and skills in employees. Regardless of the industry you are in, employee training and development should be precise and measurable.

Innovation 98

Innovation Education Business Growth Start-ups 98

Intercom, Inc.

OCTOBER 5, 2022

But it wasn’t until 2017 that her love for coaching led her to co-found Wherewithall , a knowledge service to help managers hone their skills to better support their teams. It’s awesome to see folks in lots of different disciplines and levels be able to level up their skills in supporting people around them. Meeting your team.

Engineering 118

Engineering Gaming 118

SurveySensum

JANUARY 30, 2024

It’s not just about skills; it’s understanding the company and sharing its values. This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

CX Accelerator

JULY 1, 2019

In the blog post, The No. Step Three: Measure The User Testing Blog reminds us that every business is different and the Inclusive CX team would like to remind you that customers differ too. " - Joanna (Office Space, 1999) Back To CX Accelerator Blog to reduce the element of surprise during the ride.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra work together to drive measurable and sustainable improvement in customer satisfaction and loyalty. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore.

E-commerce 130

E-commerce Innovation Compliance AI 130

ProProfs

JUNE 26, 2023

With the rise of remote work and the growing need for specialized skills, online certifications offer a convenient way to upskill your employees. You can evaluate participants’ mastery of the subject matter and ensure they have the knowledge and skills to earn a certification. How to Create an Assessment Online 2.

Compliance 52

Compliance Education Start-ups Social Media 52

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. These insights enable organizations to identify trends, measure performance against goals, and make data-driven decisions to improve customer service and operational efficiency.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Totango

JANUARY 12, 2022

When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological ingenuity. This question is an opportunity for the candidate to showcase their problem-solving skills. How do you serve as an advocate while still managing expectations?

Start-ups 97

Start-ups Technology Technology 97

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Intercom, Inc.

AUGUST 14, 2018

But unless someone, preferably an editor or with some editorial skills, is closely managing that process you’ll end up paying more for it in the long run. Not in terms of how you measure success – the KPIs you need to measure will be unique to the circumstances of your business. Enter evergreen content.

Non-Profits 182

Non-Profits Sports Gaming Start-ups 182

Execs In The Know

MARCH 31, 2023

By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. The agent effort score measures the ease with which a customer service team can support their customers. Guest blog post written by Gladly. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

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. Since BPOs often operate in multiple locations across the globe, they need to implement robust security measures to mitigate data security risks.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Totango

AUGUST 2, 2022

This is your opportunity to shine and show off your skills. It goes beyond measuring customer satisfaction; it also measures the value that customers are experiencing from your solution, enabling you to make any necessary adjustments to your overall journey. 3 Ways CSMs Impact Revenue and Growth.

Customer Satisfaction 79

Customer Satisfaction Start-ups Customer Relationship 79

Callminer

AUGUST 1, 2017

Strive for ongoing learning, skill building, and development. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Encourage honest and open communication.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

FEBRUARY 9, 2023

Traditional metrics are ‘lagging indicators’ Harvard Business Review   put it succinctly: “Instead of worrying about typical customer satisfaction measures, such as share of wallet and net promoter scores, organizations should look at the number of new value-adding service ideas put into practice.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

VOZIQ

OCTOBER 11, 2023

It requires in-depth data-led customer insights for proactive identification of churn risks, driving timely preventive measures to retain valuable customers. In this blog, let us look at the factors that can make data science ineffective and uneconomical and what measures you can take to address those factors.

Customer Retention 40

Customer Retention Machine Learning AI Engineering 40

Execs In The Know

NOVEMBER 5, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. The company underwent a “worst to first” evolution by every meaningful measure. Rethink Measurements and Goals. Blog post, written by: Execs In The Know.

CX 52

CX Technology Technology Customer Experience 52

ECXO

DECEMBER 26, 2023

Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. Here is the link. The power of digital conversations by Paolo Fabrizio. Here is the book link.

CX 52

CX Social Media Sports Customer Service 52

ProProfs

MAY 31, 2022

This astonishing statistic feels even more surprising when you consider the fact that as many as 70% of employees report not having the adequate skill level for their job. . Read: How to Measure Online Training ROI. Read: How to Measure Customer Satisfaction. The reason for this gap is fairly obvious. Let’s begin.

Legal 52

Legal Customer Satisfaction Close the Loop Start-ups 52

Logicalware

DECEMBER 14, 2021

But with coronavirus measures once again tightening across the UK, there’s more for contact centre leaders and resource planners to navigate this year. In this blog, our Director of WFM Emma Skygebjerg shares her top tips for planning and optimising your schedules. ” Tip #2: Factor in agent skills.

Government 98

Government Customer Service 98

Beyond Philosophy

AUGUST 21, 2017

Resist the urge to look for simple recipes, and use problem-solving skills to find a solution that works in your business. It is imperative you are not uncertain about how to measure your Customer Experience. Join me for a FREE webinar, Where Customer Experience Measurement Goes Wrong , on Tuesday 22nd August.

Healthcare 140

Healthcare Customer Experience CX 140

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. What kind of solution should I look for?”, “Is it complicated and requires development skills?”.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Steven Van Belleghem

JUNE 6, 2023

Generative listening is all about seeing possibilities rather than the status quo, which is an essential skill for leaders in fast moving and uncertain times. You’ll need to continuously measure your progress, gather feedback, and make changes as needed. Repeat Satya Nadella once said “ Don’t be a “know-it-all.”

Construction 62

Construction Engineering Retail CX 62

Beyond Philosophy

NOVEMBER 9, 2016

Once you have taken these steps, employ your best change management skills. People do what they are measured on, so measure the right things. If you enjoyed this post, you will also be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions.

Education 165

Education Customer Experience 165

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141