InteractionMetrics

DECEMBER 13, 2023

Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. Diversity refers to who your employees are.

Direct Marketing 52

Direct Marketing Customer Feedback Customer Experience 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. Some of these challenges include: 1.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 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

SurveySensum

APRIL 22, 2024

It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era. Utilizing encryption, access management systems and additional security estimates enables organizations to reduce the potential for unauthorized access or data breaches. Let’s get into details…!

Compliance 52

Compliance Customer Feedback Government Start-ups 52

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

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

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. When it comes to outsourcing your contact center, culture matters just as much as it does in your head office—not only to your employees, but also to your customers. Managers are leaned-in and invested .

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. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom, Inc.

MARCH 15, 2021

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.”. So what can employers and managers do to help? Karen’s former manager is a great example of an ally using their privilege to advocate for change. The lesson?

Engineering 209

Engineering 209

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

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. The larger the workforce, the bigger the need for management. The larger the workforce, the bigger the need for management.

Start-ups 52

Start-ups Compliance Contact Center Gaming 52

CommBox

JANUARY 18, 2024

To check if you are focusing on the right ones, determine if automating these use cases will impact the bottom line in the following ways: Support more volume Improve service level & customer experience Initiate a new service Increase cost savings The answer is often hidden in cost structures, budgets or roadmaps.

AI 98

AI Unstructured Data Engineering CRM 98

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

Lightico

APRIL 4, 2024

However, amidst this landscape, auto lenders face a hidden challenge – managing the influx of deal jackets for loan and lease applications efficiently and compliantly, while keeping costs low to protect margins. However, credit analysts possess the experience to interpret these red flags in context.

Finance 75

Finance Artificial Intelligence Data Entry Compliance 75

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Key Features and Benefits of Text Analysis Software When you’re in the market for text analytics software, it’s not just about slick interfaces (UI) or smooth user experiences (UX).

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Experience Investigators

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

AI 52

AI Customer Service Customer Experience Machine Learning 52

Hodusoft

MARCH 13, 2024

Agents undergo comprehensive training to understand the intricacies of the financial sector. Efficiency and Efficacy Management guru Peter Druckers said, “Efficiency is doing things right. By doing so, the technological tools enhance employee productivity and customer experience. Effectiveness is doing the right things.”

Contact Center 52

Contact Center Compliance Social Media AI 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

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

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

Inside Customer Service

MAY 27, 2021

It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. I've combined them with my own experience talking to thousands of customer service professionals. A customer service manager invested in new technology for her team. Many have received conflicting advice.

Start-ups 147

Start-ups Social Media Contact Center Customer Service 147

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

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

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. . Besides hiring good communicators, companies also try to upgrade the communication skills of their existing workforce with communication training programs. . hazard prevention and management.

Innovation 52

Innovation Start-ups Sales Customer Relationship 52

MattsenKumar

OCTOBER 12, 2023

Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences. On the other hand, 17.7

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. Provide comprehensive training to empower your team to effectively leverage these customer feedback tools , ensuring they are utilized to their full potential. Let’s go!

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

Logicalware

MAY 9, 2023

For Scottish Water’s Contact Centre and Scheduling Team Manager, Emma Hoare, this sentiment rings particularly true. Thanks to Puzzel’s cloud-native application, we were able to set up and train other Scottish Water employees on the same day. Puzzel enabled us to remain agile and calm during a stressful, peak traffic time.

Customer Service 52

Customer Service Customer Experience 52

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Zendesk

FEBRUARY 12, 2024

These digital platforms bring together a diverse range of perspectives from industry experts, CEOs, consultants, and front-line service providers, who discuss emerging trends, challenges, and effective solutions in customer service and support.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Aquire

JULY 1, 2021

That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. Dialogue management. Dialogue (or dialog) management is the part of the application that will determine what the correct response is. Natural language generation (NLG). Sentiment analysis.

AI 125

AI Artificial Intelligence Machine Learning ML 125

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. What that means in practice is not only taking care of your people with proper onboarding, training, and ongoing support, but also enabling them with the most effective processes and technology to succeed.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

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

Qualtrics

JUNE 23, 2021

As we enter a post-pandemic world, organizations are scrambling, not only to figure out what the future of work looks like now but how to retain and engage their employees and effectively recruit candidates looking for new opportunities. Employees are leaving for more growth opportunities.

Technology 49

Technology Technology 49

ProProfs

JUNE 14, 2023

Recruiting can be a nail-biting experience, with the wrong hire potentially costing companies a fortune. Bonus Read: Employee Training Assessment Guide: Train Smarter to Boost ROI Here are a few benefits of employing cognitive assessment tests online for your business. Can you avoid this fate? Absolutely!

Gaming 52

Gaming Data Entry Engineering Manufacturing 52

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. They assist with training and performance.

Gaming 91

Gaming Contact Center Sales Sports 91