ShepHyken

AUGUST 17, 2018

One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. Anything below this means that your support team is not well versed with the product/service you offer.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. If the employee underperformed, they did little to correct them.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

MAY 26, 2017

And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. Promoters, on the other hand, are your loyal and happy customers, who would gladly promote your brand in their circles. Companies that track and measure their customer service have a competitive advantage.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Lowering AHT lowers the cost to serve and increases agent availability.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

Comm100

JUNE 15, 2022

Simply, it refers to how you manage the experience and happiness of your customers across the business, using a range of tools and practices to make life easier for your clients. That is why it is essential that you set clear goals and define key performance indicators (KPIs). You may even face opposition to some ?of

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. Stories are memorable. Good vs evil.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

Feedback 419

Feedback Customer Experience Management 419

Comm100

OCTOBER 19, 2022

Over time, you’re able to measure your bot’s performance and continue to program it to understand new details and perform new skills. #2 It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot? Chatbots simulate human conversation. How Do Chatbots Work? 1 AI-based Chatbots.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates). Employee Saboteurs. Employee Ambassadors are upbeat in their behavior and communication. Employee Saboteurs: These are your toxic employees.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JUNE 15, 2017

As I always say, happy employees make happy customers. So, What Makes a Happy Millennial? Chances are many of these non-engaged employees draw a paycheck at your organization as well. So, when you want to engage your millennial employee, should you throw major medical and a fat pension at them?

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. One of my clients has done an excellent job in the last couple of years improving their customer experience. NICE Systems, Inc., and Fred Reichheld. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Aspect

JANUARY 17, 2020

According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees. And it’s no secret that happy staff make s a happy c ompany. . Additionally, they can then assign them to specific employees or teams. Some organizations are getting on board.

Gamification 144

Gamification Contact Center Surveys Management 144

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. What Your People Need to be More Customer Focused.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. In the posts, I explain what makes a great employee environment. In the posts, I explain what makes a great employee environment. Pride is an interesting emotion.

Airlines 310

Airlines Surveys Customer Experience 310

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale. Agent morale can also be impacted by inconsistent feedback on performance. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Beyond Philosophy

JULY 5, 2017

Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. But what really happens in the ranks of employees is quite the opposite. Ask Your Employees. Do your employees think your company can deliver a better experience?

Morale 324

Morale Consulting Consulting Employee engagement 324

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Ask for employee feedback: What do they see as barriers to delivering great customer service?

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. What makes a toxic employee? Toxic employees are people that may or may not work hard, but create an environment of antagonism in their wake.

Construction 292

Construction Morale Consulting Consulting 292

Steve DiGioia

MAY 2, 2022

But they can also tell when the audience is getting bored or tuning out of their performance. How else can you explain why someone would put themselves through such dangerous flips, twists, and turns just to make their fans happy (think of Jeff Hardy jumping off 18ft high ladders). Ok, ok, so I’m a wrestling fan. Maybe you are too.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? company?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

AUGUST 17, 2016

But as the latest science has shown there is no tradeoff between living a well-rounded life and high performance. In fact our performance actually improves when we make our health and well being a priority,” according to a press release announcing Thrive Global’s founding. The thing about emotions is that they are contagious.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

NOVEMBER 12, 2015

Monty Python’s Flying Circus demonstrates what not to do as a Customer-Facing employee: ( Be warned: there are some insensitivities references to gender orientation in here). While you can train your employees how to respond to rude employees, there isn’t that much you can do about the Customers. Even when they aren’t.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Aspect

MAY 6, 2020

Why should performance and productivity be reevaluated? Performance Monitoring: With agents working primarily alone in their home offices, expectations for adherence and productivity will likely change as well. Managers and leaders play a crucial role when it comes to an employee’s satisfaction and performance.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. If you want to have great experiences, you need to look out for your employees. If employees are happier, then they will provide better experiences for your customers. That is easy to say but not easy to do. I don’t know what to do.

Consulting 248

Consulting Consulting Management Coaching 248

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. What Your People Need to be More Customer Focused.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Nicereply

SEPTEMBER 4, 2023

A NPS score is a market research metric that measures customer loyalty, satisfaction, and the likeability of a company’s performance. This gray area i s a pain point for all businesses and leaves them without a clear path to improving offerings and meeting customers’ needs. What is a Good NPS Score? By definitive measures, yes.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

VirtualPBX

OCTOBER 29, 2021

Today’s blog will share how you can level up your Microsoft Teams call performance while maintaining user’s focus within Microsoft Teams. From inside your Microsoft Teams portal, your employees can convienently receive inbound calls and make outbound calls to all 50 US states, Canada, Mexico, and Puerto Rico.

call center software 98

call center software Call Center Accountability Management 98

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. This will help both of you to work together on a solution.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ProProfs Blog

DECEMBER 12, 2019

Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. When a business strives to improve help desk performance by incorporating various help desk tips and tricks, it creates scope for increased sales, high customer satisfaction , and enhanced customer retention.

Wait times 143

Wait times Metrics Self service Feedback 143

Call Design

DECEMBER 5, 2023

Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents. They play a critical role in creating a work environment that fosters happy, engaged, fulfilled and aligned (HEFA) employees. So, why should WFM be included in the strategic planning process?

Management 78

Management Analytics Employee engagement Customer Experience 78

Comm100

DECEMBER 8, 2020

Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53