CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

CXM 62

CXM Touchpoint Start-ups CX 62

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

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

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. Every manager knows that new hires are extremely costly, and even more expensive to replace. Contact center work is challenging.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Inside Customer Service

JULY 8, 2021

The manager wondered if this was too much, or too little time. The concept was first developed based on research from the Center for Creative Leadership that showed leaders developed their skills from a variety of sources: 70 percent of their skills came from challenging assignments. That’s the power of experience.

Customer Service 148

Customer Service 148

Callminer

MAY 12, 2020

As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light. Consider Current Infrastructure.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Shep Hyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders.

Start-ups 108

Start-ups Customer Service Customer Feedback 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

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 121

Customer Experience Government CX Customer Loyalty 121

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Second, companies who have been hesitant to allow their employees to work from home. With the proper tools in place, employees have adapted to their new normal. Changing Expectations.

Contact Center 266

Contact Center CX Technology Technology 266

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception?? You may be thinking, “why contact center managers?”

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Taylor Reach Group

MAY 11, 2023

Sit in on different shifts; the overnight shift may not have seen their leadership in years. Have leadership take calls and have direct customer interaction for 1-2 hours a month. Technology is a tool, not a solution. Design processes for ease of service delivery and better experience. Plan better.

Contact Center 62

Contact Center Technology Technology CX 62

Fonolo

AUGUST 29, 2018

Sheri Greenhaus – Managing Partner CRMXchange. For years we have been preaching that it is the whole experience, including back office and billing, that the affects the customer and we are gratified to see that organizations have come this realization. You cannot satisfy customers with disengaged employees.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

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

CSAT.AI

DECEMBER 14, 2022

To heck with employees and customers. Employees are part of that satisfied customer big picture. If employees don’t have what they need, they often can’t get the customer what they need. Employee needs include training, tools, employee empowerment and supportive culture. . Losing the Big Picture.

Sentiment Analysis 92

Sentiment Analysis B2C AI Customer Service 92

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

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

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. Once we laid this foundational work, we were able to target other areas of opportunity (such as training, QBRs, tools, cross-departmental partnerships, etc.).

Start-ups 104

Start-ups Customer Loyalty Customer Satisfaction Sales 104

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

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

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

Intercom, Inc.

MARCH 26, 2020

Our leadership team is fully engaged in the active management of our response during this challenging period. By taking this deliberate path to working in a remote environment, we have minimized any potential impact to our employees and our business operations. We are conducting interviews and onboarding new employees remotely.

Non-Profits 192

Non-Profits Hospitality Hospitality Engineering 192

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

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The one thing they all have in common?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

MARCH 9, 2023

Attendees had the opportunity to discover the latest industry trends, learn from leading brands, make purposeful connections, and gain valuable insights, tools, and techniques for CX across a wide-ranging set of tracks and topics. And, like always, there was plenty of time to connect with colleagues and make new friends in CX.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

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

Fonolo

MARCH 24, 2022

While average call center attrition rates range between 30-45%, many businesses experience metrics as high as 90%. Poor onboarding and training is a top cause for attrition, as new employees need the right guidance to feel confident and prepared for the job. What’s more, the right software can make or break an agent’s experience.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

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

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

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. Did you know that ineffective leadership is one of the top reasons for call center attrition ? That’s right – call center agents cite ineffective leadership as a leading cause for their leaving.

Contact Center 99

Contact Center Construction Technology Technology 99

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

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic. Michelli , Ph.D.,

Hospitality 148

Hospitality Hospitality Sales Innovation 148

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

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