Callminer

FEBRUARY 12, 2020

However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Recognize Excellent Performance. Try Simulations.

Construction 182

Construction Customer Service Contact Center 182

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

APRIL 9, 2024

times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! What is an Employee Journey?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Why is Call Center Employee Retention Important? Poor agent retention has a domino effect that hurts your budget. New agents need about eight months on the job to reach regular performance and productivity levels.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

ECXO

MARCH 15, 2024

Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust. The fifth sin, dear reader, is neglecting employee experience. If they are unhappy, it can create a ripple effect that reaches customers. The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency.

AI 52

AI Customer Satisfaction CX Construction 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Shep Hyken

JULY 23, 2021

He writes about how using a learning management system (LMS) expedites employee skill development in your organization. Therefore, teaching employees new skills is important as it can help improve retention and turnover rates as well as ensure better productivity. . Inspires Creativity via Discussion Forums and Feedback .

138

138

ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. However, delivering candid feedback to customers can be challenging. What does candid feedback mean?

Construction 52

Construction CX Customer Experience VOC 52

SurveySensum

APRIL 16, 2024

Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed. 45% of employees say poor communication damages trust.

Construction 52

Construction Social Media Engineering Actionable Insights 52

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Both employees and the organization benefit from such an atmosphere.

Finance 52

Finance 52

Helpt

MARCH 11, 2024

Designing Effective SLAs Crafting an effective SLA starts with a deep understanding of the client's unique needs and preferences. Designing Effective SLAs Crafting an effective SLA starts with a deep understanding of the client's unique needs and preferences. They are non-negotiable and must be met with precision.

Start-ups 52

Start-ups 52

SurveySensum

FEBRUARY 19, 2024

In this article, we are going to explain five key principles for outstanding business practices that are used by top-performing businesses all around the world. In this article, we are going to explain five key principles for outstanding business practices that are used by top-performing businesses all around the world.

Innovation 52

Innovation Social Media Technology Technology 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

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. Think about all the customer feedback we see – tweets, reviews, comments, surveys. It’s full of insights, but only if we can effectively gather, structure, and analyze it. Is the feedback positive, negative, or neutral? We know Apple’s global.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

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

DECEMBER 15, 2022

And that can be an undertaking, considering all the areas of the contact center that can affect performance. Another way you can shape your ideal customer journey is to collect feedback directly from your customers. Another way you can shape your ideal customer journey is to collect feedback directly from your customers.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

SEPTEMBER 21, 2023

Improving call center agent performance can seem overwhelming, and you might wonder where to start. Decide on five to seven KPIs and set goals to measure your agents’ performances. This will allow you to establish a performance baseline and track their improvement. The 4 Most Important Call Center Agent Performance Metrics 1.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

SurveySensum

JANUARY 11, 2024

It’s all about employee productivity. Why Employee Productivity Matters? The Ripple Effect of Productivity But it’s not just about saving time. When your employees are equipped with the right tools and resources, they feel valued and supported. They can tell when they are dealing with happy, engaged employees.

Construction 52

Construction Social Media Start-ups Innovation 52

Fonolo

AUGUST 19, 2021

Lack of support and feedback from management. Feedback is also essential for high performance. If you’re not providing feedback to your agents, you increase the risk of repeated mistakes. Call center agents deal with more stress than the average employee. have over double the turnover rate of other occupations.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. Today’s employees have different priorities from before. Think of this as a domino effect. The result?

CX 52

CX Customer Experience AI Artificial Intelligence 52

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. Why Employee Surveys Matter?

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Shorter is better.

Construction 136

Construction Technology Technology Contact Center 136

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Zendesk

OCTOBER 27, 2023

Today, the company has 1,000 employees worldwide and over 5,000 customers. In this episode, co-founder and CEO Manny Medina discusses how Outreach used customer feedback to improve offerings, the secret to expansion, and why he encourages employees to be high performers in and outside of the office.

Customer Retention 52

Customer Retention Sales Customer Feedback 52

Intercom, Inc.

JULY 13, 2021

Less than 1% have documented competencies with scorecards for rating performance. We believe everyone performs their best when they know what’s expected of them. That’s why we use the same criteria to hire people as we use to evaluate their performance after they join. Start with the problems. Focus on reality, not aspirations.

Scorecard 271

Scorecard Start-ups Engineering 271

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. And, agent performance is linked to agent productivity. Average Handle Time (AHT).

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

SurveySensum

APRIL 22, 2024

Customer Feedback and Addressing Concerns Discussing the significance of actively seeking customer feedback and addressing their concerns regarding cybersecurity. Customer Feedback and Addressing Concerns Discussing the significance of actively seeking customer feedback and addressing their concerns regarding cybersecurity.

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Execs In The Know

JUNE 7, 2023

This post will explore why brand leaders should be paying close attention to this rapidly evolving industry and how businesses can effectively navigate the outsourcing landscape while maintaining a strong brand experience. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Zendesk

JANUARY 23, 2024

Agent scheduling isn’t as simple as inputting employee names on a spreadsheet. Here are the top benefits of effective agent scheduling. Enhanced employee experience Employee experience (EX) is how companies treat their employees and how those individuals feel about their job, work environment, and employer.

Outlook 52

Outlook Construction Social Media AI 52

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. The first rule of business performance management: don’t make decisions blindly. If you want to improve call center performance, getting to know your Key Performance Indicators (KPIs) is a great starting point so you can begin making data-driven decisions.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

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

Shep Hyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

CX 112

CX Technology Technology Omnichannel 112