Inside Customer Service

APRIL 27, 2023

This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Will employees see the goal as improving customer satisfaction or earning the $100 bonus? It helps you get more buy-in from employees to do the right thing and achieve results.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 260

Retail Social Media Finance Sales 260

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

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Why is Call Center Employee Retention Important? Imagine the benefits of having eight months of regular productivity if you just managed to hold onto that senior agent! Poor management. Overtime costs. Rushed recruitment.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

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

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

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

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

Inside Customer Service

MARCH 2, 2023

In my experience, it takes an average of two years. It involves giving agents: Adequate resources to help customers Best practice procedures to be more consistent Authority to deviate from normal procedures when it makes sense I've created a collection of employee empowerment resources to help you empower your team. Improved results.

Contact Center 212

Contact Center Start-ups Customer Service 212

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

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 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. Implement Customer Feedback Loops To assess your team’s strengths and pitfalls, look no further than customer feedback. Want to make this year the best one yet?

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? How do you stand in that competition?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

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

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. But the change didn’t stop there.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Experience Investigators

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

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. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

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

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. That’s where PULSE SURVEYS step in!

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Sales Customer Experience 52

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. They are critical to building that experience – and to delivering it.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. Another way you can shape your ideal customer journey is to collect feedback directly from your customers. Call center employees love self-service tools because they help them stay focused on customer interactions.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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 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

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CX 163

CX CEM Close the Loop Business Administration 163

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users. In other words, you need proper workforce management.

CX 52

CX Customer Experience AI Artificial Intelligence 52

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

SurveySensum

APRIL 22, 2024

Utilizing encryption, access management systems and additional security estimates enables organizations to reduce the potential for unauthorized access or data breaches. Improved customer experience Allocating resources to cybersecurity safeguards customer data and improves the overall customer experience.

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. Designing experiences for customers requires looking from the outside in. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108