Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

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

Intercom, Inc.

FEBRUARY 6, 2018

Onboarding new employees is a hard process to do well. You might think of onboarding as something you just have to check off your list, but it’s easy to forget that things which are second nature to you are totally new and unknown to someone that’s just started. The disadvantages of the usual onboarding process.

Engineering 203

Engineering Start-ups Education 203

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

Inside Customer Service

AUGUST 12, 2021

He explained that his new manager lacked leadership skills and played favorites. I’ve witnessed many treat employees as disposable commodities. They fail to provide any training or guidance and then fire employees the first time they do something wrong. A bad boss will take out those worries on their employees.

Customer Service 183

Customer Service Contact Center 183

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

Zendesk

JULY 13, 2022

One thing about employee experience is very clear: Workers don’t want to go back to the days of long commutes and uncomfortable pants. Instead of drawing a line in the sand , now is the time to bring your employees to the collaboration table and start problem-solving. What is employee experience?

Start-ups 98

Start-ups Sentiment Analysis Education CX 98

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

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. Invest in Training and Onboarding. Training isn’t just for new hires.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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

Fonolo

JUNE 1, 2021

But this ‘new normal’ comes with uncharted territory, and the success of your business hangs in the balance. Contact center leaders are struggling to hire and train new agents as employee turnover increases. Optimize your onboarding. This rule doesn’t change when your new hires are remote.

Contact Center 155

Contact Center Touchpoint Customer Satisfaction Technology 155

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

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. After all, delivering a great customer experience starts with a good employee experience.

CX 162

CX Social Media Contact Center Actionable Insights 162

Zendesk

OCTOBER 25, 2023

What is AI for employee experience? AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams, and access to information to perform daily tasks.

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 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

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. But does this debate apply to the contact center work from home model?

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

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

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 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

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Start with Some Self-Reflection.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Fonolo

MARCH 24, 2022

While average call center attrition rates range between 30-45%, many businesses experience metrics as high as 90%. Many call center agents who adopted remote work over the pandemic period are now voicing their desire for improved work environments, and searching for new opportunities if they don’t feel heard by their employer.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

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

Zendesk

NOVEMBER 14, 2023

Recent years have brought to light the important role employee experience (EX) plays in a company’s success. According to a study by Harvard Business Review , a company can increase its revenue by 50 percent by improving its employee experience. Keep reading to discover our latest EX features.

Innovation 52

Innovation AI Finance Customer Service 52

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. 7 steps to success as a call center manager.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

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

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Technology Technology AI 130

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Clear communication.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

ProProfs

FEBRUARY 3, 2022

Employee onboarding is full of challenges. From making new hires feel genuinely welcomed and keeping them engaged throughout the process to setting clear expectations, it’s not every company’s cup of tea. Standard onboarding increases the new hire retention rate by 50%. 10 of the Best Employee Onboarding Examples.

Social Media 52

Social Media Engineering Start-ups Education 52

Zendesk

AUGUST 3, 2021

IT makes remote work possible, but hybrid workforces raise new challenges for IT leaders. This next adjustment to support both in- and out-of-office work at scale impacts how IT teams operate going forward, and ultimately the quality of service teams are able to deliver to employees. Top IT priorities for the road ahead.

Real Estate 98

Real Estate Technology Technology Start-ups 98

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

Intercom, Inc.

JULY 26, 2022

What is customer success management? Customer success initiatives are often led by a customer success team staffed by customer success managers, or employees with similarly related roles dedicated to customer satisfaction (think: client partners and account managers, onboarding managers, and so on). .

B2B 129

B2B B2C Education Customer Retention 129

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

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Support teams turn company promises to their customers into experiences that drive long-term loyalty. Let’s be clear: the notion that companies should put customers first is nothing new.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

ProProfs

DECEMBER 13, 2021

The pandemic has pushed many companies into revamping their employee onboarding checklists. With HR professionals, managers, and employees working from home during this time, onboarding has gone fully virtual and remote. Now that’s onboarding gone wrong! What is an Employee Onboarding Checklist?

Compliance 52

Compliance Start-ups Technology Technology 52

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