Intercom, Inc.

MARCH 15, 2021

At Intercom, we know how important it is to create a balanced, equitable workplace. It’s not just that more diverse teams are more effective and more profitable ( though they are ); but, as Karen Peacock, our CEO, says , “It’s just the right thing to do.”. The world is a better place when everybody can be their best,” Karen says.

Engineering 209

Engineering 209

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. Whether you’re new to the world of management or a seasoned pro, there’s something here for everyone.

Contact Center 81

Contact Center Start-ups Customer Satisfaction Customer Service 81

Intercom, Inc.

SEPTEMBER 17, 2020

The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies. There are a lot companies that can learn from the unfiltered views of employees.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Hiring various people with various backgrounds, life experiences, and skillsets is beneficial to business and benefits everyone.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

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

Fonolo

JANUARY 14, 2021

Ensure they align with your business’ values, especially when it comes to diversity and inclusion. . Your agents likely come from all walks of life, bringing unique and diverse experiences. However, it’s essential to prepare them for customer engagements they might not have as much experience dealing with.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Gratitude nurtures common courtesy that’s central to diversity and inclusion. This is NOT the same as job roles and responsibilities!

Government 71

Government CX Start-ups Customer Experience 71

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

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Hiring various people with various backgrounds, life experiences, and skillsets is beneficial to business and benefits everyone.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

Inside Customer Service

APRIL 1, 2021

Hiring managers are increasingly using asynchronous video interviews to screen job applicants. Hell no," said Mark-Allen Perry, a technical project manager. When I was going through the interview process, I skipped over any companies that sent me these one-way video interviews," added Nick Poetsch, a project manager.

Customer Service 148

Customer Service 148

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Jeremy Watkin is a contact center industry leader with over two decades of experience. This new dynamic could potentially benefit employee satisfaction in the contact center. Explore Contact Center Trends for 2021. Jeremy Watkin. “If Peter Ryan.

Contact Center 142

Contact Center Customer Experience AI CX 142

ProProfs

JULY 26, 2021

According to CareerBuilder.com, 58% of managers didn’t receive any formal management training. Leading and managing a workforce successfully, thus, becomes a problem for these managers. Workforce management (WFM) is among the top responsibilities of managers and HR professionals that occupy the lion’s share of their time.

Start-ups 52

Start-ups Compliance Contact Center Gaming 52

Inside Customer Service

FEBRUARY 17, 2022

percent and employers were competing for good employees. This might include a few things: What are general norms and expectations for the workplace? Are employees proud to work for the company? How are senior leaders viewed by employees? Sometimes it also helps to reach out to ex-employees and ask similar questions." "One

Social Media 130

Social Media Customer Service 130

Fonolo

DECEMBER 15, 2020

Diversity is essential to resiliency. Diversity creates resilience in living organisms , populations, and ecosystems like your contact center. Diversity creates resilience in living organisms , populations, and ecosystems like your contact center. Adaptability requires some level of diversity and modularity. Redundancy.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

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

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. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. 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. Hassan Alnassir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Qualtrics

AUGUST 26, 2021

We’ve taken a closer look at what it means for a workplace to be inclusive (and diverse), the benefits of fostering inclusion at work, as well as shared some practical tips for designing an inclusive workplace – advice you can take action on today. What is inclusion in the workplace? What is diversity in the workplace?

Start-ups 49

Start-ups Innovation Education 49

Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. When your BPO can deliver an exceptional customer experience, it’s a dollar well invested. The goal is to have a better overall customer experience.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Shep Hyken

MARCH 11, 2022

and the author of the new book Employees First! She shares the five ways to treat employees like customers and become a company where people want to work. The power has shifted from employer to employee. The simple answer is to start treating employees like you treat your customers. Give Employees a Voice.

Hospitality 86

Hospitality Hospitality Start-ups Customer Service 86

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. They compare the experience to the best they’ve had from any business or brand. With quarantine reducing the number of people visiting stores or attending events, humans seek other ways to connect with experiences they are passionate about.

CX 123

CX Customer Experience Non-Profits Social Media 123

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

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

ProProfs

DECEMBER 5, 2022

Enterprises in the US and the UK lose a combined $37 billion each year due to something as avoidable as employee misunderstandings. . You can conduct communication tests as a part of your hiring, training, or succession planning programs to ensure every employee is fully equipped with the communication skills required for their role.

Innovation 52

Innovation Start-ups Sales Customer Relationship 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. Of them, almost 60 percent of clients have between one and 150 employees. Managing call volume can be challenging while maintaining service quality. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

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

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. The misleading assumptions of a developer or the inability of a product manager to communicate a priority change results in bottlenecks.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Execs In The Know

AUGUST 10, 2021

That same research shows that these employees wish to continue working from home in some capacity once the pandemic is long over. As of May 2021, there was a record-high 9 million open jobs in the U.S. Despite that fact, employers across the country are searching for ways to find qualified candidates for open requisitions.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. 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?

CX 64

CX Technology Technology Construction 64

Qualtrics

DECEMBER 1, 2021

When employees feel safe to challenge the status quo, they bring new, innovative ideas to the table. But without psychological safety at work, your employees won’t speak up – and your organization will suffer the consequences. Do your employees feel safe to voice an unconventional or even an unpopular, opinion in the workplace?

Start-ups 49

Start-ups Innovation Technology Technology 49

Qualtrics

MARCH 2, 2021

How do you create a culture where all employees are not only invited to share their experiences, but feel safe to do so, knowing their feedback will be taken seriously and actioned on? Read more: Belonging: The new top driver of employee engagement in 2021. How diversity and belonging help organizations thrive.

Start-ups 47

Start-ups Innovation 47

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. While society is beginning to recover, our collective “new normal” is still unstable especially in the workplace. The Current Landscape.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. While society is beginning to recover, our collective “new normal” is still unstable especially in the workplace. The Current Landscape.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Qualtrics

OCTOBER 4, 2021

To celebrate World Mental Health Day on October 10, we've teamed up with Mind Share Partners and ServiceNow to uncover the mental health challenges employees are facing and how to better help them. Half of employees (50%) say they have left a previous role due in part to mental health reasons, whether voluntarily or involuntarily.

Education 58

Education Start-ups 58

Qualtrics

OCTOBER 30, 2020

Now is the time to invest in building a diverse, equitable, and inclusive workforce. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. What is diversity, equity, and inclusion (DEI)?

Outlook 39

Outlook Innovation 39

Qualtrics

JUNE 17, 2020

Want to understand more about diversity and inclusion ? We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. In fact, organizations with strong “diversity climates” (i.e., In fact, organizations with strong “diversity climates” (i.e.,

Education 61

Education Start-ups Gaming Customer Relationship 61

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation. Contact centers don’t always have the budget for an employee trip or paid course. Why do games help call center agent engagement?

Gaming 91

Gaming Contact Center Sales Sports 91