Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees.

Contact Center 246

Contact Center Outlook Gaming Education 246

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Uniphore

DECEMBER 27, 2021

However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent. More remote employees need more remote support.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Uniphore

JULY 30, 2021

We hope that you’ll join us on this journey to innovate customer experience at record speed. Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale. Overall, only 12.1%

Innovation 246

Innovation CX Contact Center NPS 246

Inside Customer Service

APRIL 27, 2023

This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. If not, the FIT model might be the cure.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

TeamSupport

DECEMBER 20, 2023

Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Invest in AI-Powered Technologies Artificial intelligence (AI) and machine learning technologies continue to revolutionize customer support.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Most businesses today use technology to meet their customers’ needs.

Customer Experience 116

Customer Experience AI CX Technology 116

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Intercom

FEBRUARY 6, 2024

There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business. Knowledge Management is KEY in an AI world While AI technology itself is fascinating and pretty critical, I have come to realize that knowledge management is just as important.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 120

Customer Experience AI Outlook CX 120

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Experience Investigators

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) And we’ve only begun to scrape the surface of what it can offer.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Comm100

APRIL 10, 2024

Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Here are a few of our favorites: Call-Back Technology. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Execs In The Know

APRIL 8, 2024

As the attendees and I gathered, it became evident that many were grappling not just with the challenges of a rapidly evolving technological landscape, but with a broader issue: uncertainty fatigue. The remedy, however, isn’t grasping for the “right” technology – it’s a holistic approach that places humans at the center.

CX 52

CX CX Transformation Technology Technology 52

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience.

AI 88

AI Customer Experience Start-ups Education 88

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 134

Retail Customer Experience Technology Technology 134

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. ” John DiJulius.

CX 97

CX CXM Customer Journey Map Education 97

Steven Van Belleghem

OCTOBER 17, 2022

They launched this center because they want it to have significant impact at the edges: First of all, the studio is meant to familiarize their employees with the new VR, AR, MR and gaming technologies that form the basis of the metaverse. We just don’t call it playing anymore, but experimenting at that point.

Sports 123

Sports B2C Social Media Gaming 123

Fonolo

AUGUST 19, 2021

Agents usually experience burnout after a long period of consistent stress. Call center agents don’t suddenly experience burnout overnight. Call center agents deal with more stress than the average employee. Absenteeism rises since 63% of burnt-out employees are more likely to call in sick. High turnover. Work overload.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

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? On top of that, your customer experience might suffer while new hires learn the specifics of their new role. 5 Tips to Improve Call Center Employee Retention. Don’t worry!

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. On his blog, he writes excellent pieces about customer service, customer loyalty, internal service, customer relations and customer experience.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Zendesk

OCTOBER 2, 2023

With the last few years framed by both economic volatility and rapid changes in technology – namely in advancements in AI – priorities are shifting. While digital transformation and systems integration are a constant, customer and employee experience, AI and data security top of mind for IT leaders.

AI 76

AI CX Compliance Technology 76

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Fonolo

SEPTEMBER 20, 2022

Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Effective, respectful communication towards customers and other employees. Adaptability, to keep up with changing technology and customers’ needs.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

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

Execs In The Know

MARCH 25, 2022

Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives. It requires a transformation in the way leaders plan, direct, and engage employees in their organization.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use. Develop agent seating plans.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Healthy work environments are usually positive workplaces that value employee health and wellness, education, growth, and goal achievement. Burnt out employees. High employee turnover. Customer experience. Micromanagement.

Contact Center 148

Contact Center Technology Technology Education 148

SurveySensum

FEBRUARY 19, 2024

According to Bain’s study: Businesses that make their practices customers-centric (for better experience) generate 4 to 8% better revenues than others in the market.” Offer Personalization to Customers: Research by Epsilon reveals that 80% of consumers exhibit a stronger inclination towards brands offering personalized experiences.

Innovation 52

Innovation Social Media Technology Technology 52

CommBox

JANUARY 18, 2024

Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. Selecting the right technology is an essential step in harnessing the full potential of AI solutions. The challenge in 2024? How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Fonolo

MARCH 2, 2023

Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers. Here’s a sneak peek into what our influencers had to say! Customers love it.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Execs In The Know

FEBRUARY 5, 2024

This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. While an emerging approach, a Gartner survey suggests that investments in hyper-automation will increase in 2024, making it a strategic technology trend to watch out for.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59