Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. A consistent employee experience = a consistent customer experience. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

Scorecard 106

Scorecard Technology Technology Sales 106

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. Nearly one in five will work remotely all the time [1]. Obstacles and opportunities.

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

UJET

MARCH 17, 2020

The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation. Daily Check-Ins.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Totango

DECEMBER 26, 2021

If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. You can help your employees achieve a positive work-life balance by encouraging them to prioritize their personal lives over their work lives.

Sports 104

Sports Start-ups 104

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. Employees who use it report having a better work-life balance and improved morale. They can manage their own schedules, request time off, and swap shifts, too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Hodusoft

JUNE 30, 2022

Not only does it prove to be a vital asset for remote teams to effectively communicate with customers, prospects, and each other, but it also contributes to the growth of your business. To learn about the remarkable advantages of the Business Telephone System for small businesses , read this blog! .

Sales 98

Sales Customer Expectations Customer Experience Technology 98

ProProfs

MAY 4, 2023

employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

MARCH 31, 2023

How to Bolster Agent Effort Scores A decline in American workers’ engagement started in late 2021 when remote work took over. As customer service teams become more siloed than ever before, agent engagement is even more crucial for productivity and staying attuned to customers’ needs. Guest blog post written by Gladly.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

ProProfs

MAY 8, 2020

Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 Effective employee management is a distinct trade for HR departments for a long time, and looking after the learning & development (L&D) needs of employees is a key part of it. days in a week?

Social Media 85

Social Media Government Start-ups Technology 85

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

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. In a hybrid work model, employees can work both in-office and remotely.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. SevenRooms collaborates remotely. March marks the official one-year anniversary of the COVID-19 pandemic.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

Execs In The Know

JULY 1, 2021

This blog post is dedicated to surfacing four of the most notable ideas from the conversation — call it the four “must-haves” for creating successful WFH programs and partnerships. #1 Socialization Platforms — Employee engagement is vital for many reasons, including wellness, cultural emersion, and engagement.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. In a hybrid work model, employees can work both in-office and remotely.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. That said, trust but always verify.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily. This includes allowing employees to perform their job where they believe they will be most productive. be allowed to work from home?

Contact Center 67

Contact Center Technology Technology 67

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

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. Ask for employee feedback: What do they see as barriers to delivering great customer service?

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Execs In The Know

MAY 26, 2021

The past year has proven optimized work-from-home (WFH) strategies, along with engaged and enabled remote teams, are critical for delivering exceptional CX. The day’s discussion may include such topics as: Employee wellness and cultural transference. Remote recruiting, hiring, training, and coaching best practices.

Innovation 52

Innovation CX Engineering Business Growth 52

Hodusoft

FEBRUARY 8, 2024

Nearly three out of five clients have between one and 150 employees. This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. And that’s not all.

Contact Center 52

Contact Center Social Media Innovation Government 52

Callminer

DECEMBER 17, 2019

Time is money and in-house employees who are tethered to phones all day have a harder time attending to their other duties. In states like Florida, Arizona and Texas call centers are big employers; Texas alone has over 600 call centers with 250,000 employees.” – Statistics & Facts , Statista; Twitter: @StatistaCharts.

Contact Center 207

Contact Center Finance AI Innovation 207

Execs In The Know

MAY 10, 2021

In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. This gives them valuable insights and ideas that do not always see the light of day.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Totango

JUNE 12, 2020

In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote engagement moving forward. When meetings are enjoyable, people are more engaged. Don’t be afraid to inject humor. You need not be a comedian and tell jokes.

Start-ups 62

Start-ups 62

Execs In The Know

APRIL 7, 2024

Specialists can actively engage with their performance metrics, seek assistance when necessary, and justify requests for additional support. With more teams transitioning to remote work, achieving a healthy work-life balance is paramount. Post originally published on the Zendesk blog.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Logicalware

DECEMBER 6, 2021

Coaching is an effective way to engage your team, develop their skills and improve performance. But research shows just two in 10 managers intuitively understand how to coach employees [1]. These models are globally recognised and perfectly suited to remote or face-to-face conversations. GROW model.

Business Consulting 97

Business Consulting 97

Zendesk

DECEMBER 1, 2020

Reskilling employees. Implementing digital tools like artificial intelligence (AI) to free employees to focus on tasks requiring creativity, problem-solving, and more human skills. Moving to a remote-first workspace. But when leaders share information before they’re confident, they can instill doubt in employees.

AI 98

AI Technology Technology Artificial Intelligence 98

ProProfs

JUNE 5, 2020

Instead, it has been successfully integrated with the internet for a more flexible and engaging learning method. Learners can simply access them by logging-in remotely. The resources can be in the form of email attachments, forums, eBooks, blogs, DVDs, and CDs. . After all, every organization prefers to hire skilled employees.

Education 97

Education Gaming Business Operations Innovation 97

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. That’s quite shocking.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Totango

AUGUST 21, 2020

Below we’ve captured our panelists’ answers to the engaging questions asked and submitted by the audience. Q: How is experience, particularly around human experience infused across customers, employees, and partners playing into this as Customer First is being scaled to massive levels? What data is used?

Innovation 116

Innovation NPS Touchpoint Start-ups 116

Totango

APRIL 24, 2020

Any and all engagement playbooks need to be re-tuned. As companies struggle to enable users to work from home and upgrade remote collaboration capabilities, companies that toiled over their digital transformation for years were forced to transform in a matter of days. . Any and all engagement playbooks need to be re-tuned.

Customer Acquisition 62

Customer Acquisition Start-ups Sales Technology 62

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. It’s the acronym for Unified Communications as a Service.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Intercom, Inc.

FEBRUARY 25, 2021

This means you first need to engage with your customers to listen to what they (and the data points) are saying. To be customer-centric, be employee-centric first. And so, it’s crucial that companies design employee experiences that support and empower them. So employees know.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ProProfs

OCTOBER 4, 2022

Ensuring your employees remain informed about compliance-related policies, procedures, laws, and regulations is crucial for compliance risk management and goes a long way toward avoiding the hefty penalties and reputation damage that come with non-compliance. . What are Employee Compliance Assessments? Let’s begin.

Compliance 52

Compliance Finance Government Agriculture 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. When it comes to outsourcing your contact center, culture matters just as much as it does in your head office—not only to your employees, but also to your customers. Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

Intercom, Inc.

APRIL 29, 2021

And if starting a new role wasn’t challenging enough, the show started filming a couple of weeks before the COVID-19 crisis, meaning that we got to watch in real time as she faced the challenges of pivoting to remote work. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. This is necessary because the employees need a working space that boosts creativity. This costs nothing, but when the employees are working, it helps them be more productive and creative.

Gaming 182

Gaming Non-Profits Contact Center Sales 182