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

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. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.

Contact Center 130

Contact Center Technology Technology AI 130

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

ProProfs

AUGUST 7, 2020

Employees are the biggest asset of every organization. Realizing this, companies are spending more than before on employee training. The only way to improve performance, ensure retention, and achieve business growth is through employee training. What is Employee Training and Development?

Innovation 98

Innovation Education Business Growth Start-ups 98

CX Accelerator

MAY 28, 2019

Gallup also proclaims the power of strong peer-to-peer relationships when it comes to employee loyalty. However, we cannot overlook the importance of developing meaningful relationships beyond ourselves and across peer groups. So how does one develop a team culture such as this? That being said.it’s very, well, hard.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

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

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. This means you first need to engage with your customers to listen to what they (and the data points) are saying. Annette is very clear on what customer mapping is, and what it’s not.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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

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. Conversational AI and Generative AI: understanding the differences What is Conversational AI? What is Generative AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. That's exactly what it delivered—offering me a chance to get a tasty, healthy meal on the go. I needed to find a solution.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Beyond Philosophy

AUGUST 1, 2019

When it comes to practical strategies you can take, we have developed some tools in our global Customer Experience Consultancy work to help you address the problems of implementing these theories. Once you know where you are emotionally speaking, you can choose what to do or say next. (In The Reasons Behind Our Reasoning.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

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

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve? How to launch and brand a customer experience program successfully.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

ProProfs

JANUARY 6, 2022

An in-house training program can save you time and costs on employee training. It makes the training more specific while keeping the learners focussed on real issues. But have you ever wondered how to develop an in-house training plan for your employees? What is In-House Training?

Start-ups 52

Start-ups Compliance Sales 52

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

Bill Quiseng

MARCH 1, 2021

I was fortunate to have Dr. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. What is the purpose of my business? “You will be the same person in five years as you are today except for the people you meet and the books you read.”

Hospitality 148

Hospitality Hospitality Sales Innovation 148

ProProfs

MAY 31, 2022

Did you know that companies around the world spend over $350 billion every year on workplace training? . 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. . Its ineffective training programs. The solution?

Legal 52

Legal Customer Satisfaction Close the Loop Start-ups 52

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. Ahearn’s background was in the insurance industry.

Start-ups 167

Start-ups Legal Sales Business Growth 167

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 This is what IWG, a leading provider of modern workspace solutions, found recently in its study. Managing this growing breed of virtual teams training-wise can be challenging but not impossible. days in a week?

Social Media 85

Social Media Government Start-ups Technology 85

CX Accelerator

MAY 8, 2018

What roles would they play? The narratives weaved by ourselves, our agents and our customers can communicate common values, elicit emotion, develop trust and understanding, and communicate knowledge and wisdom that can allow us all to grow. Let’s imagine, for one moment, that you’re casting your agents and customers in a movie.

Contact Center 160

Contact Center Start-ups NPS Education 160

ProProfs

JULY 16, 2021

They say knowledge is power, so training the employees in the basics and advanced knowledge of customer service is something that can go a long way towards making a difference between a sales graph crashing or going upwards with every quarter. Trained staff is efficient, professional, and productive. Onboarding Training.

Retail 52

Retail Sales Start-ups Customer Service 52

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. But what can the agent do here? CSAT score. Do you think the rating is fair?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Hodusoft

SEPTEMBER 6, 2023

In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. What Is Outbound Lead Generation?

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Execs In The Know

FEBRUARY 16, 2023

Simulation training is quickly becoming the gold standard for organizations of all sizes and industries that want to increase agent confidence and performance. This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach.

AI 52

AI Scorecard Contact Center Compliance 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

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. They are often the face of the company, shaping customer perception from even one interaction.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

ProProfs

MARCH 19, 2021

What Are Soft Skills? What Are Soft Skills in the Workplace. How to Develop Soft Skills in the Workplace. What Is Soft Skills Training? Benefits of Soft Skills Training. Soft Skills Training Courses. Benefits of Soft Skills Training Courses. List of Soft Skills Training Topics.

Education 52

Education Start-ups Business Operations Construction 52

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. Stories are memorable. Good vs evil.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? 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

Fonolo

NOVEMBER 7, 2018

What do the numbers tell us about the time and efficiency of how calls are being handled? Even if you don’t fancy yourself a hardcore gamer, ‘gamification’ will continue to factor into contact center strategies (especially given the continued development of new technologies). And, you know, we’re here to help.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Totango

JULY 15, 2021

So, what does a Chief Customer Officer do and why is this role so important? What Does a Chief Customer Officer Do? Some of the main responsibilities of the CCO include: Working with the executive board to create and implement CS strategies, such as customer loyalty programs or CS training programs for employees.

Start-ups 123

Start-ups Customer Relationship Education Customer Retention 123

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Better Agent Performance. Sales Pursuits.

Contact Center 207

Contact Center Finance AI Innovation 207

CX Accelerator

APRIL 30, 2018

Acknowledge the Difficulties Break down the barriers and encourage team success by acknowledging what they do is not easy. Acknowledging that what they do is not always easy will go a long way in gaining respect and building trust. It’s time we view these “entry level” employees differently. Then come talk to me.

CX 140

CX Customer Journey Map Hospitality Hospitality 140