Steve DiGioia

NOVEMBER 8, 2022

Don’t Try to Compete with the Superstar Employee. They won’t worry about what the “main eventers” will do in their match because, in their mind, they intend to “steal the show.” What can we learn from this? See what he focuses on and follow his lead. Now they’re ready for their time in the spotlight.

Customer Service 182

Customer Service Personalization 182

Beyond Philosophy

FEBRUARY 8, 2024

I am going to share a British idiom, and you are going to determine what it means. When I use these phrases with my American friends, they often haven’t the foggiest idea of what I am trying to say. In my global Customer Experience Consultancy, I have trained countless employees on using the right types of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. However, businesses must look ahead and plan – whatever it may bring.

Surveys 173

Surveys Education Enterprise Technology 173

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Stop, Collaborate, and Listen.” Step Three: Collaborate and Listen to Employees A company’s growth and profitability are linked to the satisfaction of its workforce.

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Employee Experience.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

CCNG

MARCH 8, 2023

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!). You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered. Can you describe the problem in more detail?”

Morale 195

Morale Contact Center CCNG Agent burnout 195

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! for team collaboration. say video is vital for managing remote employees. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Momentum Telecom

FEBRUARY 28, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. But security isn’t the only challenge businesses face from having the wrong collaboration tools in place. How Do You Update Your Cloud Collaboration Strategy?

CRM 98

CRM Technology Contact Center Surveys 98

Momentum Telecom

FEBRUARY 27, 2024

Around 130 million commercial Microsoft users now use Teams ,1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. What Teams Voice Solutions Are Available? What Are the Benefits of Voice-Enabling Teams? Microsoft Teams is more than a household name.

Wait times 52

Wait times CRM Customer Service Personalization 52

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? and Canadian workforce.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Stop, Collaborate, and. Understanding what your customers 'think', 'feel', 'say', and 'do' to know the different aspects of your customer's experiences and preferences. Step Three: Collaborate and Listen to Employees.

Customer Experience 182

Customer Experience contact center solutions Contact Center Metrics 182

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Stop, Collaborate, and. Understanding what your customers 'think', 'feel', 'say', and 'do' to know the different aspects of your customer's experiences and preferences. Step Three: Collaborate and Listen to Employees.

Customer Experience 182

Customer Experience contact center solutions Contact Center Metrics 182

aircall

JULY 30, 2021

Learn what a hybrid workplace is and how to hire hybrid employees. What makes a hybrid workplace successful? Collaboration. How to Create a Hybrid Workplace Built On Collaboration. Trust Employees. Hybrid work means that you and other leaders will have less visibility on your employees.

Accountability 116

Accountability Personalization Management Technology 116

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. 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.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Totango

NOVEMBER 8, 2023

What is Pendo? Pendo is a product experience platform that combines powerful software usage analytics with in-app guidance and user feedback capabilities, enabling even non-technical teams to deliver better product experiences to their customers or employees. What is Mixpanel? Looking for a different integration?

Enterprise 91

Enterprise Finance SaaS Analytics 91

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Most people know what salespeople or customer service representatives do. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

Totango

APRIL 1, 2022

You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace. Break Down Data and Collaboration Silos. Gain Instant Clarity Without the Guesswork.

Customer Experience 118

Customer Experience Feedback Enterprise Accountability 118

Enghouse Interactive

JANUARY 5, 2021

In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Building a collaborative contact centre through Microsoft Teams. Customer service: what you can learn from great business leaders. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. The recent announcement of our intent to acquire Slido s.r.o.

Contact Center 144

Contact Center Wireless Personalization Technology 144

ShepHyken

MARCH 13, 2020

Website monitoring is a great way of finding out if what you are offering matches the expectations of your customers. Employees can create customized ticket views and also set up filters based on various factors such as status, company name, priority, and type, etc. Instant Agent Collaboration. Omnichannel Support.

Customer Support 334

Customer Support Customer retention Customer Experience Management 334

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. .

Management 162

Management Customer Service Best practices Entertainment 162

Nuance

MAY 23, 2022

The best collaboration happens when we’re all working together – really listening, being open-minded, and valuing the many perspectives we have. May is European Diversity Month – and no matter where our employees live or what team they’re on, [.] Visit Nuance's What's next blog to see the full content.

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78

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. They are more passionate about their work than ever and want to find true meaning in what they do. . Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. .

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Momentum Telecom

JUNE 2, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems and cloud communication tools to support employees working from home. But cyber security isn’t the only challenge businesses face from having the wrong collaboration tools in place.

Technology 52

Technology CRM Contact Center Surveys 52

Nuance

FEBRUARY 3, 2022

Here at Nuance, we’re on the cutting edge in conversational AI and ambient intelligence – and we also have a passionate and collaborative culture that encourages continuous learning and a growth mindset in all that we do. Each day, we help our employees find new ways to innovate, feed their curiosities, diversify their skills sets, [.]

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87

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. How your team communicates, shares information, and collaborates makes up a big part of your call center culture. Employee engagement and empowerment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

TeamSupport

JUNE 20, 2023

What happens when employees are burnt out? In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession.

Best practices 97

Best practices Self service Chatbots Analytics 97

Outsource Consultants

MARCH 9, 2023

As a result, many call centers were forced to make short-term adaptations to their employees’ working processes in a blink of an eye. One major hurdle BPO providers face while making the transition is a negative impact on employee morale and increased attrition. The first is to offer a dedicated lounge space.

Morale 128

Morale outsourcing Call Center Entertainment 128

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

aircall

AUGUST 6, 2021

Learn about the benefits of this type of workplace and how to leverage collaboration while working with both in-person and remote employees. A hybrid workplace is when a company has a combination of in-person and remote employees. . Here we’ll go over what traits to look for when you’re building your team. Collaboration.

Customer centricity 77

Customer centricity Education Personalization Management 77

Lumoa

APRIL 6, 2023

By breaking down silos, companies can understand what customers are going through and make sure their experience is consistent across channels. Employees are stretched thin, especially post-pandemic layoffs that left most teams lean. Relationships between customers and brands are the foundation of customer experience (CX) success.

Customer Experience 83

Customer Experience Customer centricity Analytics Consulting 83

Hodusoft

FEBRUARY 8, 2024

Nearly three out of five clients have between one and 150 employees. This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. And that’s not all.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Aspect

MARCH 23, 2020

As technology leaders, we have been mulling over what the Aspect technical team can do to help us get through these challenging times. A few years ago, Aspect surveyed employees and asked us to rate, on a 5-point scale, our agreement with this statement: “I think what I do for Aspect is extremely important.” David Funck.

Contact Center 143

Contact Center Surveys Technology 143

Nicereply

JUNE 20, 2023

Since CX is part of all of these functions, it is important to understand how each company defines CX and how collaboration works across the business at every customer touch point. Like many other roles, you have to unpack a lot before you really know what a company means when they say CX. Data is a big one.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. That’s precisely what Spotify strives to achieve through its annual Spotify Wrapped feature customized to every user worldwide.

Personalization 52

Personalization Customer Service Chatbots Self service 52