Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. How Contact Center Managers See Their Agents. Call Center Life. High Stress.

CX 162

CX Social Media Contact Center Actionable Insights 162

ECXO

MAY 16, 2024

Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. It means viewing the world through the customer’s eyes, making decisions that enhance their experiences, and never forgetting that customers ultimately define our success.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

AI 143

AI Customer Experience Management Consulting Education 143

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Customer Loyalty 167

Customer Loyalty Customer Service Customer Experience 167

Inside Customer Service

APRIL 21, 2022

It was clear somebody in management picked that word. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. Scripts are also a roadblock to listening. What can you give your employees instead of scripts? That starts with a customer experience vision.

Customer Service 159

Customer Service Start-ups Customer Experience 159

Uniphore

DECEMBER 27, 2021

However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent. More remote employees need more remote support.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Inside Customer Service

DECEMBER 16, 2021

That's what the IT service manager discovered when he checked with human resources. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center. By contrast, the manager led an internal team that provided technical IT support to internal customers.

Contact Center 148

Contact Center Hospitality Hospitality Retail 148

Inside Customer Service

APRIL 15, 2021

An important client was paying me to facilitate a virtual session for its employees. To my surprise, a friendly employee quickly answered my technical support call. Customer service managers tell me empathy is the top skill they hire for. The client had juggled a lot of schedules to make sure everyone could attend.

Legal 250

Legal Customer Service 250

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. This situation happens everywhere.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. To see specifics, refer to the graphic below.)

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Sheri Greenhaus – Managing Partner CRMXchange. It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

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

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 Start-ups Innovation Gaming 52

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

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

Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. When it comes to customer experience , even the best-managed companies encounter challenges. When it does happen, will you be able to navigate it to an acceptable outcome?

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. The key word here is “experience.”

Sports 78

Sports Legal Start-ups Management Consulting 78

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

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H focuses on the emotional and relational aspects of business, advocating for empathy, authenticity, and personalized experiences in all exchanges.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Fonolo

NOVEMBER 24, 2020

We had to listen to that. And that includes placing increasing importance on employee satisfaction. “Contact center agents had to up their listening and their empathy beyond what they had ever faced before. “Customers are savvier about health, safety, and employee treatment and will continue to be aware.

Contact Center 159

Contact Center NPS CX Customer Service 159

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

PeopleMetrics

MAY 13, 2020

But clear, effective top-down employee communication isn’t enough. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Listen to your team. Team members will base their behavior on the models provided by management.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

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

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. Near-term issues of cash management for liquidity and solvency are clearly paramount. We asked Mark Weidick, the general manager of legal ops platform SimpleLegal , what he thought was most important about leadership during a crisis.

B2B 197

B2B E-commerce Legal Customer Retention 197

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

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

Steven Van Belleghem

JUNE 6, 2023

You can have the prettiest slogans on your walls or the most inspiring slides, if your employees see that you put efficiency, productivity and revenue before the customer’s needs, your culture will be driven by that. But it’s not just any type of listening. Some leaders listen to others to confirm their views which is very unhelpful.

Construction 62

Construction Engineering Retail CX 62

Service Quality Institute

OCTOBER 11, 2023

The employee was not very effective. I asked for a manager. It took him a few seconds to find my account and I told him I wanted his help because the employee was ineffective and did not know his job. The manager would not help me and insisted I apologize to the employee which I would not.

Customer Service 52

Customer Service Sales Customer Experience 52

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

Fonolo

DECEMBER 15, 2022

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. But ignoring employee input is one of the biggest mistakes you can make.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

AUGUST 19, 2021

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. Agents handle the customers, while managers handle the agents.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. In my experience, competent dealing with customers’ dissatisfaction is an area where many organizations fail. Hence the five rules I present today.

Social Media 153

Social Media Start-ups Gaming Customer Service 153

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Service 52

Customer Service Customer Retention CX Social Media 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.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52