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

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

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

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

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. Doesn’t this make anonymous employee feedback sound absolutely integral to an organization?

Start-ups 52

Start-ups Gaming Structured Data Construction 52

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? Anonymous surveys are the answer! The anonymous feedback tool is designed to launch anonymous surveys, enabling users to share their feedback and opinions without revealing their identity.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. The common denominator isn’t the 46% of employees.

Engineering 291

Engineering Construction Sports 291

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important.

Construction 136

Construction Technology Technology Contact Center 136

Inside Customer Service

APRIL 28, 2022

Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.

Customer Service 130

Customer Service 130

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 In fact, research shows that more than 70 percent of members believe shorter hold times would improve their engagement.*

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

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. times more engaged.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

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

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. Leveraging customer data will be key here — by gathering these insights, you’ll be able to pinpoint what keeps your customers engaged, and how you can keep them from going to your competitors. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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.” Surely, both CX and Voice of the Customer processes have a strong customer survey element to them.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

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

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

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

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. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

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

Fonolo

AUGUST 10, 2021

Ultimately, if customers don’t have a good experience, they’re likely not going to call back. A customer care strategy should be put in place to ensure the service your agents provide is always top notch and that the customer experience stays consistent throughout your organization. A happy employee makes for an engaged employee.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. EX: Employee Effort.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

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

Fonolo

AUGUST 19, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Attention all call center managers – don’t worry! Agents usually experience burnout after a long period of consistent stress. Call center agents don’t suddenly experience burnout overnight. Lack of support and feedback from management. High turnover.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

SurveySensum

JANUARY 11, 2024

Here’s a startling fact: according to Forbes, organizations with highly engaged teams realize a 21% greater profitability. It’s all about employee productivity. Why Employee Productivity Matters? So, it requires you to manage your team well. They can tell when they are dealing with happy, engaged employees.

Construction 52

Construction Social Media Start-ups Innovation 52

CSAT.AI

JANUARY 25, 2023

The WFH and Hybrid Work Issue It’s true that the pandemic forced a hard work from home model on most businesses and their employees. Now that those employees have had the opportunity to work from home they don’t want to go back to the old in-office model. Surveys have borne this out in the US.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

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

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. We act, we react, often in response to how others behave.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

TeamSupport

DECEMBER 20, 2023

Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences. Bottom line: Happy agents = happy customers.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

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

RateMyService

JULY 19, 2023

Amidst these changes, employee experience stands out as a critical driver of success. source: Gallup Thriving: These employees find their work meaningful and feel connected to the team and organization. Quiet quitting: These employees are filling a seat and watching the clock.

Construction 52

Construction CX 52

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Fonolo

JULY 5, 2023

Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. We’ve probably all experienced something like this: an encounter with an employee that was so negative that it makes us decide to take our business elsewhere in future.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

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

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

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