ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Why on earth would I want to do that? Help you improve your website? Am I your employee?

Customer Service 206

Customer Service Airlines Employee engagement Morale 206

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Toister Performance Solutions

JULY 11, 2019

He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. He manipulates survey results to keep his job. Please take this one-question survey that asks whether you currently work with a toxic employee. Toxic Employee Survey.

Advertising 90

Advertising Airlines Surveys Morale 90

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Watermark Consulting looked at the employee experience leaders based on Great Place to Work findings and charted their performance on the S&P 500 for the last 18 years, from 1997 to 2014. What about your company?

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Quiq

JULY 28, 2022

CX fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception. Airlines and hotels are among the top industries seeing a drop, brought on by both internal and external factors. After your guests purchase an airline ticket, can you provide FAQs about their travel destination?

Customer Service 90

Customer Service Wait times Airlines Morale 90