Zendesk

JANUARY 24, 2024

An employee onboarding process refers to the steps that integrate new employees into an organization. Dealing with high employee turnover rates brings several challenges to a business. One way to reduce employee churn is to implement an employee onboarding process that sets recruits up for success in their new roles.

Compliance 59

Compliance Start-ups Legal Construction 59

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Contact Center 246

Contact Center Outlook Gaming Education 246

Inside Customer Service

FEBRUARY 10, 2022

Poor internal customer service frustrates many employees like my friend. An employee relations contact center in a multinational company helps thousands of remote employees with their human resources needs. It's clear we experienced a service failure, but what about the front desk employee who checked us in?

Customer Service 130

Customer Service Contact Center Retail Sales 130

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

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

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

Zendesk

MARCH 7, 2024

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

AI 52

AI Customer Satisfaction CX Construction 52

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Read on for our complete guide, where we’ll explore all the best practices. Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Experience delivery is, after all, a job of generating and retaining customer business.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

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

SurveySensum

FEBRUARY 15, 2024

Also, b usinesses that prioritize employee engagement experience a remarkable 89% increase in customer satisfaction. But what exactly is employee engagement , you ask? But here’s the million-dollar question: how to gauge employee engagement? employee satisfaction.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Sales 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

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Yes, by prevention of issues.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. 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. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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

Fonolo

MARCH 14, 2023

Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout. Read on to find out the best call center retention strategies to guide your efforts. How can you improve your overall agent experience?

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity.

Net Promoter Score 52

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

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Burnt out employees. High employee turnover.

Contact Center 148

Contact Center Technology Technology Education 148

Zendesk

JANUARY 23, 2024

Agent scheduling isn’t as simple as inputting employee names on a spreadsheet. When creating schedules, workforce managers must plan for future call volume, assign agents to the right roles, and factor in breaks and time-off requests. This guide details agent scheduling, including best practices, benefits, and key components.

Outlook 52

Outlook Construction Social Media AI 52

Zendesk

JULY 14, 2022

To stem this tide of exits, human resources departments are digging deeper into employee experiences to find problems they may have missed. In an Isolved study , 92 percent of HR professionals said that employee experience is a top priority for them. That’s where employee experience journey mapping comes into play.

Start-ups 98

Start-ups Customer Journey Map Business Administration Education 98

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

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

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Optional live learning session and instructor feedback at no extra charge.

Education 52

Education Government CX B2B 52

Fonolo

OCTOBER 26, 2022

Impeccable customer service and experience? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. When you learn new things, it’s natural to feel more engaged and confident.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. You have to be better than that, giving them experiences that they won’t forget.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

Zendesk

OCTOBER 19, 2023

A service desk chatbot can provide 24/7 support to employees and customers, quickly answering various queries, from internal IT requests to customer questions. In business, helping to fix a customer or employee issue is kind of like solving a mystery. First, a customer or employee presents you with a problem.

Artificial Intelligence 52

Artificial Intelligence AI Start-ups Customer Satisfaction 52

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

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

SurveySensum

FEBRUARY 23, 2024

Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. It consists of a short and regular set of questions sent to employees. But wait, there’s more!

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. The employees there saw customers as numbers on a sheet, not humans with needs and emotions.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. But with the opportunity to grow comes with, well, growing pains.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Zendesk

NOVEMBER 16, 2023

A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Through strategic questions and steps, an organization can evaluate the current status of its employees and identify opportunities for training, hiring, succession planning, and more. Download template 2.

Start-ups 52

Start-ups Customer Service Gaming CX 52

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

ECXO

SEPTEMBER 19, 2023

Article source: [link] Experience management will test your ability to adapt to a new AI reality. It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. Do your employees have the same sense of resolve and determination?

CX 52

CX Innovation AI Technology 52