Inside Customer Service

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Are the scores all fair?

Customer Service 147

Customer Service Customer Satisfaction Customer Survey Customer Experience 147

Zendesk

JANUARY 10, 2024

These figures provide information on team performance, employee engagement, and the organization’s overall productivity. This philosophy drives efficiency across departments, influencing everything from employee scheduling to future benchmarks and initiatives.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Start with Some Self-Reflection.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. For starters, get to know your employees.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Intercom, Inc.

JULY 13, 2021

That’s why we use the same criteria to hire people as we use to evaluate their performance after they join. Intercom regularly surveys employees to understand their experience and what can be improved. In a recent survey, our team let us know design career paths and advancement were pain points.

Scorecard 271

Scorecard Start-ups Engineering 271

Zendesk

FEBRUARY 15, 2024

Employee support: Chatbot templates can help support your internal team members, assisting them with processes like handling time off requests or answering new hire onboarding questions.

E-commerce 52

E-commerce Net Promoter Score CX NPS 52

Fonolo

JULY 28, 2022

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. Diversity is great for employees and businesses, too. We all know that life experiences are dramatically different from one person to another.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

InteractionMetrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. The findings?

52

52

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. On one side, a capable workforce is always available to meet consumer demand.

AI 52

AI Customer Satisfaction CX Construction 52

Inside Customer Service

MAY 12, 2022

Hire a Lyft and plug the name of the coffee shop into the Lyft app. Employees working in a service culture operate the same way. A service culture is a type of organizational culture where employees are obsessed with customer service. Employees in a service culture have several characteristics in common.

Customer Retention 147

Customer Retention Start-ups Customer Service 147

Fonolo

APRIL 12, 2022

Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore. Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition.

Contact Center 95

Contact Center NPS Start-ups Technology 95

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. After-call surveys are a great way to achieve this. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Training isn’t just for new hires.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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? If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. What is diversity in customer experience?

Customer Experience 83

Customer Experience Non-Profits Start-ups Innovation 83

Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. .

Construction 138

Construction Start-ups Technology Technology 138

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Zendesk

APRIL 14, 2023

Building a team of talented employees is already a challenge. You can avoid this by investing in your employee experience management. Having a dedicated representative focus on treating employees like they’re valued customers can have far-reaching effects. What does an employee experience manager do?

Start-ups 52

Start-ups Technology Technology Touchpoint 52

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Construction 52

Construction Innovation Start-ups Gaming 52

Logicalware

NOVEMBER 20, 2023

The shift from on-premises setups to CCaaS is not merely a trend; it’s a strategic move to unlock cutting-edge technologies, enhance the employee experience (EX), and ultimately, elevate the customer experience (CX). In practical terms, for every 10 employees hired, four or more are lost annually, inevitably impacting CX.

AI 52

AI CX Technology Technology 52

Fonolo

OCTOBER 19, 2021

Knowing what agents can gain from working in a call center can help you to better motivate them and also ensure you hire employees best suited for the job. Remote work offers better work-life-balance for employees who would’ve otherwise had to spend hours commuting to an office. Common cons of working at a call center.

Contact Center 95

Contact Center Customer Satisfaction Start-ups Sales 95

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Essential Call Center Soft Skills.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

InteractionMetrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Direct Marketing 52

Direct Marketing Customer Feedback Customer Experience 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

Kerry Bodine

MAY 11, 2020

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. What parts of your experience can or should stay the same? How to assess these changes: First, conduct employee and stakeholder interviews.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Zendesk

JUNE 26, 2023

Several studies show that employee engagement increases team productivity, job satisfaction, and profitability—encouraging positive business outcomes. Help prevent these barriers by encouraging communication and feedback through regular team surveys. What is an employee engagement survey?

Start-ups 52

Start-ups Construction Social Media Actionable Insights 52

Fonolo

APRIL 12, 2022

Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore. Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition.

Contact Center 67

Contact Center NPS Start-ups Technology 67

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. With the common requests handled by a bot, it also reduces agent workload which can either increase support capacity or allow agents to spend more time on complex or sensitive queries – ultimately improving the customer experience.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

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. Well, it is!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Taylor Reach Group

NOVEMBER 26, 2019

The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. by JD Fairweather. Don’t just train to be training.

Contact Center 98

Contact Center Customer Acquisition Education Customer Satisfaction 98

Shep Hyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 81

Customer Service E-commerce Retail CX 81

Execs In The Know

MARCH 4, 2022

Financial services, healthcare, retail, insurance, and other providers of vital products and services to millions of people are struggling to hire enough call center agents to deliver essential customer support. The Deloitte survey shows that before the pandemic, only six percent of customer service agents worked from home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

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! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Zendesk

JULY 21, 2021

As companies navigate the uncertainty around reopening and tackle big questions when it comes to how and where they want to work, there’s a lot on the table: What is the new role of the office? What does collaboration and innovation look like in this new environment? How have employee needs changed?

Innovation 85

Innovation Start-ups Technology Technology 85

Confirmit

JULY 27, 2020

BAE Systems ran annual or bi-annual engagement surveys for all employees. This was useful, but spent too much time on the survey process, and too little time on action. The team wanted to expand the types of surveys deployed and who could issue them to increase insights and drive action. BAE Systems, Inc.

Engineering 52

Engineering Voice of the Employee Touchpoint Voice of the Customer 52

ProProfs

MARCH 8, 2022

New hire orientation is not a joining formality done merely to comply with business customs. On the contrary, it is significant for ensuring smooth adaptation to a new work environment, becoming productive team members, and employee retention. What is New Employee Orientation? Continue reading to find out.

Start-ups 52

Start-ups Sales 52

MattsenKumar

OCTOBER 12, 2023

The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84