Beyond Philosophy

NOVEMBER 30, 2023

However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. This strategy is ideal for getting an improvement program off the ground. Another massively important area that HR deals with is employee engagement and internal communications.

Finance 195

Finance Customer centricity Accountability Technical Support 195

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. 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

Beyond Philosophy

JULY 13, 2021

Sure, the trampoline company did try to add value by making it easier for the customer to get the trampoline installed, which is a positive thing for experiences. We recommend getting these details built into the outsourcing contract. ” He meant that no employee did only one thing, like be an engineer or a sales associate.

outsourcing 419

outsourcing Customer Experience Journey mapping Call Center 419

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Balto

JUNE 22, 2023

An engaged employee is deliberately contributing to organizational success. Imagine your contact center agents were engaged and highly motivated. I teamed up with Balto to chat about agent engagement in a live Q&A session. I teamed up with Balto to chat about agent engagement in a live Q&A session.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Beyond Philosophy

JUNE 25, 2020

However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are. So, in other words, you need to get something from it, whether that’s gaining growth or improving Net Promoter Score® or customer satisfaction or anything else.

Management 473

Management Entertainment Consulting Consulting 473

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. As he notes, the new employee has accepted the job, but he or she has also accepted, or hired, the company.

Banking 225

Banking Enterprise Consulting Consulting 225

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. Define your desired Employee experience.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

Beyond Philosophy

NOVEMBER 1, 2017

Anyone who’s ever been hit with an unfair bank charge knows it’s not worth going to arbitration to get back $25 or $40. Class action lawsuits are a slow and cumbersome way to get recompense for individual victims, but they do serve a broader purpose. The numbers may be accurate, but the logic is flawed. Is Trust Dead?

Banking 276

Banking Consulting Consulting Accountability 276

Beyond Philosophy

FEBRUARY 18, 2021

When you engage in repetitive behavior, then that automatic part of your brain starts to recognize it. When the system recognizes that you are engaging in an activity where that repetitive behavior occurs, it will automatically pull up memories and routines to make it easy for you to do what you have in the past. They changed my habit.

Consulting 244

Consulting Consulting Customer Experience Management 244

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Table of Contents Gratitude And Attitude Keep People Engaged Does Your Team See The Vision? Sure, it might be getting things done , but are your people happy? Sure, it might be getting things done , but are your people happy?

Customer Service 98

Customer Service Feedback Healthcare Education 98

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. Define your desired Employee experience.

Customer centricity 232

Customer centricity Customer emotions Customer retention Customer Experience 232

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. In fact, sometimes, the problem is less about getting the data than understanding how to use the data to gauge performance. Contact centers have always been data-driven.

Management 79

Management Employee engagement Metrics Contact Center 79

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Nicereply

APRIL 27, 2022

For example, customers can now reach brands from multiple channels instantly, customers have a huge number of options for their needs, engaging and disengaging with a brand is as simple as a click, and so on. Insomnobot3000 is an ML-enabled chatbot developed by the mattress company, but its purpose is not what you would think.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Integrity Solutions

NOVEMBER 23, 2020

Our surveys and discussions with business and development leaders over the years have turned up a number of barriers that can make it difficult to get traction and build momentum. Not only that, a focus on the customer motivates people, giving them a clear sense of purpose and a reason to show up and give it their all, day in and day out.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. The Relationship Between Customer Loyalty and Employee Engagement. This is about people and relationships.

Customer retention 90

Customer retention Employee engagement Customer centricity Metrics 90

teleopti

DECEMBER 7, 2018

Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%. An advisor gets promoted to team leader? A high attrition rate isn’t just bad for the employee, it’s also a huge problem for the business: It’s expensive.

Gamification 48

Gamification Service level Banking Sales 48

OctopusTech

MARCH 3, 2024

Many companies are now turning to outsourcing as a strategic approach to get their web projects executed faster and more cost-effectively. You save greatly on recruiter fees, training costs, employee benefits as well as office space and equipment costs. The external partner handles contingencies. Here is a step-by-step guide: 1.

outsourcing 62

outsourcing Technical Support Government Metrics 62

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Beyond Philosophy

MARCH 15, 2016

They can tell clearly if there’s care and purpose behind the information you’re sending them. Do they feel that you can relate to them, that you “get’ them? Organizations have to care about customers and employees. Employees have to care about customers and the organization. The one knob to rule them all.”

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The purpose of a journey map is to break down customer decisions into a series of stages. Get into your room.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

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. To have happy employees, you need to manage stress, whether it’s yours or theirs.

Consulting 249

Consulting Consulting Management Coaching 249

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

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. Define your desired Employee experience.

Customer centricity 171

Customer centricity Customer emotions Customer retention Customer Experience 171

Beyond Philosophy

NOVEMBER 15, 2019

They tried all sorts of tactics to combat it, including an employee-hosted, low price tour of the store. When the first Home Depot opened, some enterprising young employee polished all the concrete floors before the grand opening. However, it is essential to get down into this detail. However, none of it worked.

Construction 301

Construction Consulting Consulting Airlines 301

Monet Software

MARCH 19, 2020

How probing questions can shape workforce engagement and where technology fits in. Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. A Hacker’s Nightmare.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Nicereply

MARCH 30, 2022

The primary purpose of live chat is to improve customer experiences, and it alone cannot achieve that. With a Knowledge base integrated with your live chat support channel, your agents can quickly type keywords related to the customer problem and get instant access to the information. Boosts Employee productivity.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

ProProfs Blog

MAY 18, 2021

Through this blog, let’s explore the tips and tricks to tackle the confusion of every survey creator “How many questions should be asked in a survey?”. There are many types of surveys like market research surveys, customer satisfaction surveys, employee engagement surveys, Net Promoter Score (NPS) surveys, and more.

Surveys 78

Surveys Employee engagement Feedback Complaint resolution 78

Totango

JULY 15, 2021

Some of the main responsibilities of the CCO include: Working with the executive board to create and implement CS strategies, such as customer loyalty programs or CS training programs for employees. Building up high-quality, long-lasting customer relationships to boost engagement, advocacy and expansion.

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Monet Software

JANUARY 30, 2020

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. workers reported being engaged with jobs in a recent study. Still stumped?

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. So is it really any surprise that only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Nicereply

JUNE 17, 2021

Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors. They’re a team of about 20 people, consisting of full-time and contracted employees, distributed across the U.S., Canada, and Europe.

Feedback 105

Feedback SaaS B2B Education 105

ProProfs Blog

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. In this blog, let’s develop a clear understanding of how to write lead generation survey questions. How can you achieve a high level of engagement with your potential leads?

Best practices 78

Best practices Surveys Advertising Construction 78