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. Because when you are satisfied, you are more engaged, productive, and likely to contribute meaningfully to the organization’s goals.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Our conferences and events page offers a comprehensive listing – and in this blog, we’ll take a closer look at three noteworthy events happening in 2023. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

SurveySensum

FEBRUARY 29, 2024

But the sad part is, that only 23% of employees feel truly engaged at work. And you know what engagement is tied to? They are left feeling unmotivated and less engaged which might result in employees switching to other companies. It’s more than just job contentment; it’s about feeling valued, engaged, and supported.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

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

Logicalware

JULY 30, 2021

In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. Women have entered the workforce, meaning parents must now juggle schooling and childcare around work commitments. According to Gartner , 45% of the global knowledge workforce will be working from home two to three days per week by 2022.

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

ProProfs

MAY 4, 2023

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. Online quizzes can help you improve and maintain workforce engagement in various ways. What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Logicalware

AUGUST 19, 2021

And if you need a refresher on what agent experience is, check out our blog series here.). However, research by McKinsey shows agents who are happy and engaged are 3.3x These include low quality of service for customers, high stress for managers, low morale among agents, and high recruitment and training costs. The future of?work

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

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. And rewarding their accomplishments can help create a motivated and engaged workforce.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Execs In The Know

MARCH 25, 2022

It requires a transformation in the way leaders plan, direct, and engage employees in their organization. This blog post shares some key actions in each of these areas to help your organization improve the WFH Hybrid experience. Increase your skills and prowess at remote management. Find ways to prioritize online communication.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Callminer

DECEMBER 17, 2019

This is arguably the simplest reason for a company to consider utilizing a dedicated call center to complement the rest of its workforce. Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Call Center Workforce Statistics. “U.S.

Contact Center 207

Contact Center Finance AI Innovation 207

ProProfs

AUGUST 7, 2020

This blog post provides a breakdown of all that you should know about the topic. Such programs are also important for keeping the workforce motivated, reduce churn rate, and increase productivity. The next best option for this is to develop your existing workforce. It should be thorough and engaging for you to see results.

Innovation 98

Innovation Education Business Growth Start-ups 98

Comm100

JANUARY 17, 2024

Generative AI Chatbot Using Generative AI & NLU (Natural Language Understand) technology, Generative AI chatbots deliver dynamic, human-like messaging to engage in varied customer conversations. Automated Ticketing System Automated ticketing systems manage and route customer support tickets automatically based on predefined criteria.

AI 77

AI Customer Service Technology Technology 77

Totango

DECEMBER 8, 2020

As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . Here are three data-driven steps managers can take to inspire their team to be more productive, effective, and accountable: Leverage employee visibility.

Touchpoint 95

Touchpoint Start-ups Customer Experience 95

Execs In The Know

SEPTEMBER 14, 2021

CRS is an inclusive, interactive online experience for Fall 2021 featuring an amazing lineup of keynote speakers, engaging panel discussions, case studies, and interactive Shop Talks and workshops. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Totango

DECEMBER 23, 2021

In fact, employee burnout has become so severe that in 2019 the World Health Organization (WHO) officially recognized it as a medical condition defined as a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.” Poor Employee Engagement. Are your employees motivated to work hard?

101

101

PeopleMetrics

MAY 12, 2015

That’s about 14% of their workforce. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. I’ll concede a 14% loss is a considerable one, for any workforce.

Engineering 107

Engineering Voice of the Employee Customer Experience Customer Service 107

Execs In The Know

APRIL 26, 2023

This blog post provides an overview of why organizational transformation is crucial for business leaders, what advantages it offers them, the possible roadblocks they may face on their journey towards creating meaningful change in their organization, and perhaps most importantly – how to reap its rewards! So how can they do it?

CX 98

CX Innovation Artificial Intelligence Gaming 98

1 to 1

MARCH 28, 2022

However, in order to attract and retain gigCX workers, especially in a tight labor market, it’s essential to approach engagement and retention with strategies that are customized to fit their needs and interests. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

SugarCRM

JULY 7, 2022

Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Despite the devastating disruption by the pandemic, there have been some positive impacts on the overall customer engagement. Capture, Manage and Analyze Customer Data. Ensure Your CRM Tools Are Fit for the Purpose.

Technology 55

Technology Technology Data Entry ML 55

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. I mean there are only 24 hours in a day,” explained Kelly McAteer, Customer Experience Manager for Carter Machinery, in a recent phone call about the award. “We

Customer Experience Management 142

Customer Experience Management Customer Retention Customer Satisfaction Customer Experience 142

Taylor Reach Group

JANUARY 21, 2019

Rosetta is a highly sought-after customer experience management thought leader and speaker. Under Rosetta’s leadership, Philly311 was a finalist for the international United Nations award for Public Service Innovation.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

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. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

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. A process-focused leader like Ebrahim makes for a perfect co-host, and the challenges of managing an effective work-from-home operation are still very real for our community.

Innovation 52

Innovation CX Engineering Business Growth 52

Shep Hyken

DECEMBER 23, 2022

2023 will be all about customer lifecycle management (CLM). Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset. The technology can produce marketing copy like newsletters, emails, and even blogs. Our prediction?

AI 65

AI Contact Center Technology Technology 65

Fonolo

JUNE 14, 2019

From metrics, to employee satisfaction, to advances in AI, our customer service blog has you covered. If you are seeking to engage your employees while understanding how and why an employee-centric model will help you run today’s high-end contact center, look no further: Laird’s book of constructive, geek-friendly advice is for you.

Customer Service 92

Customer Service Contact Center Construction Engineering 92

Hodusoft

OCTOBER 14, 2022

The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Cut down queue through call queue management. The wisest way to deal with this problem is by implementing contact center software with a call queue management feature. Contact management.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more. Here are some ways you can hire the right team members.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

DMG Consulting

JULY 9, 2021

Given the direction of the contact center market in supporting more agile hiring practices, this blog post will address a couple of the questions surrounding WAH and hybrid employees. Question #1: Should contact center managers, supervisors, team leaders, QM specialists, WFM administrators, etc. be allowed to work from home?

Contact Center 67

Contact Center Technology Technology 67

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. These tools include MaestroQA for quality, Tymeshift for workforce management, Stella Connect for customer experience and voice of customer, Geckoboard for real time analytics and wallboards, Lessonly for learning and development, and Ada for chatbots.

Technology 74

Technology Technology Text Analytics Contact Center 74

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. This can also lead to an even greater disconnect between agents, their peers, their managers, and senior leadership. They need to know that they have support, either from their direct manager or an escalation team.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. It doesn't work that way.

Business Growth 81

Business Growth Start-ups Innovation Customer Experience 81

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. It’s understandable.

Entertainment 66

Entertainment Customer Experience CX 66

Execs In The Know

NOVEMBER 29, 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. Moderator: Andy Bird, Concentrix.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 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. Moderator: Andy Bird, Concentrix.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Customer Experience 104

Customer Experience Customer Loyalty Innovation Customer Satisfaction 104

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. What is call center management?

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

ProProfs

MAY 8, 2020

Managing this growing breed of virtual teams training-wise can be challenging but not impossible. 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. Strategies for Managing Virtual Teams’ Training.

Social Media 85

Social Media Government Start-ups Technology 85