Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. Expressing agent gratitude boosts employee happiness and productivity levels, which in turn positively affects customer experiences, retention rates and the bottom line. According to research by O.C.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Inside Customer Service

JANUARY 27, 2022

He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with. He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with. This often happens when we attach an arbitrary score to an employee's review. Nope," he said again. The solution?

Contact Center 148

Contact Center Legal Construction Start-ups 148

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

Fonolo

JULY 5, 2023

It’s one of the reasons why responding to bad reviews — and resolving them — can have such a positive impact. 4 Ways Your Employees Impact Customer Perception Billionaire entrepreneur Richard Branson once said: “I have always believed that the way you treat your employees is the way they will treat your customers.”

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

DECEMBER 22, 2023

But first – why should you focus on AUTHENTIC feedback? The Importance of Authentic Customer Feedback Common Tactics Used to Game NPS Shortcomings of NPS Gaming So, How Do You Do It the Right Way? Recently, I contacted the customer support of an electronics brand to address an AC installation issue. 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

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

SurveySensum

JULY 11, 2023

You also can’t wait to tell your friends about it, spreading positive word-of-mouth. Building Blocks for Creating a Positive Customer Experience Building blocks of a positive customer experience are like the crucial ingredients that make a dish truly delicious. You love going to McDonald’s. This is what brands want.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

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

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful.

CX 64

CX Technology Technology Construction 64

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. 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.

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Totango

JULY 8, 2022

This leads to poor customer retention, slow growth, high churn rates and employee burnout. This leads to poor customer retention, slow growth, high churn rates and employee burnout. It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. How to Shift Right .

CRM 104

CRM Customer Retention Start-ups Touchpoint 104

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. This unsolicited feedback data can come from three places. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

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

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? Customer feedback is the valuable insights provided by customers about their experiences with a product, service, or brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

CallCare

AUGUST 7, 2023

Internally, it helps to facilitate collaboration, build positive work cultures and boost productivity. In this blog, we breakdown what is meant by ‘business communication’. In its purest form, strong communication allows for a frictionless exchange of ideas, information and feedback. What is business communication?

Social Media 52

Social Media Government Business Operations Customer Service 52

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In this blog, we’ll discuss how to create goals that will take your call center to the next level. That’s the kind of company atmosphere that filters down into a positive customer experience, too.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Totango

JUNE 10, 2022

Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer Success Jack Daniel , about the steps they took to get to their current roles. . Raise your hand for new projects.

Start-ups 102

Start-ups Customer Loyalty Customer Satisfaction Sales 102

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. But how to rectify it and utilize customer feedback to its true potential? How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Win the Customer

SEPTEMBER 8, 2023

In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success. A seamless and positive CX reassures customers that your startup is reliable, dependable, and worthy of their investment. A superior CX sets you apart.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Comm100

JUNE 15, 2022

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. 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 91

Net Promoter Score Customer Experience Customer Journey Map NPS 91

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. Now let’s look at the best practices.

Retail 52

Retail Customer Service E-commerce Social Media 52

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. But take a step back.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. But take a step back.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. This is necessary because the employees need a working space that boosts creativity.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

CX Accelerator

OCTOBER 26, 2019

Once his position was secured on the team, and after Endgame settled down, he stepped up to take the shield of Captain America without thinking of it as a burden. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. Which Avenger would you hire and why? " He's all about the customer!

CX 303

CX Start-ups Contact Center Education 303

Execs In The Know

MARCH 31, 2023

In this case, investing in better technology and streamlining processes can lead to improved agent satisfaction, which in turn will positively impact customer satisfaction. This will enable agents to resolve customer issues quickly, all while mitigating any tedious tasks — resulting in a more positive customer experience.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Lumoa

APRIL 6, 2023

Employees are stretched thin, especially post-pandemic layoffs that left most teams lean. As such, leaders should emphasize the importance of providing exceptional service by investing in team training, creating a positive work environment, and empowering employees to make decisions that are best for customers.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Fonolo

DECEMBER 6, 2022

FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Are your sales dropping?

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Zonka Feedback

OCTOBER 1, 2022

However, if you keep on improving your product from time to time, you can make it to the leading position in the market. Collecting regular Product Feedback and making product developments and improvements accordingly can help you attain business growth and develop world-class products. Why Improve your Product with Product Feedback?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) Absolutely!

Close the Loop 62

Close the Loop Customer Feedback CXM Customer Loyalty 62

SurveySensum

MAY 26, 2023

Best Practices to conduct tNPS and rNPS surveys Employee NPS (eNPS) Conclusion Net Promoter Score (NPS) is one of the popular CX metrics in the business offering valuable insights to the businesses to measure customer loyalty and gauging the overall satisfaction levels. And how are surveys tailored to specific objectives and situations?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

Comm100

MARCH 21, 2023

The average turnover rate for call center employees is around 30-45% per year , which is higher than all other occupations. For more on improving the agent experience, check out the expert commentary in The Best Customer Experience Needs the Best Agent Experience in which the 3 key tenets to positive agent experience are revealed.

Customer Service 71

Customer Service Omnichannel Customer Satisfaction Social Media 71

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers expect from your customer service department?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

SurveySensum

JANUARY 9, 2024

However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. Furthermore, 86% of customers are willing to pay more to receive a better customer experience.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52