CX Accelerator

JANUARY 16, 2020

This approach is organized into three stages: The Gate The quest for customer-centricity begins at the hiring stage. And when it comes to your organization, that foundation is the people you hire on your team. . Companies need to be mindful of who they hire, and ensure that your employees meet the high standards you set for them.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why? We posed this question to the CX Accelerator extended community and got some interesting answers. Let’s see which Avengers rose to the top.

Education 303

Education Contact Center Technology Accountability 303

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. What is the ROI of Generative AI in CX?

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

CCNG

JULY 20, 2022

Or is your organization focused on recruiting candidates that represent the top talent for the positions you are filling? It’s the same answer to my initial question, are you hiring applicants or candidates? Won’t this help Thomson Reuters win the battle for talent? What’s the difference? The answer is both. What say you?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why? We posed this question to the CX Accelerator extended community and got some interesting answers. Let’s see which Avengers rose to the top.

Education 182

Education Contact Center Technology Accountability 182

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why? We posed this question to the CX Accelerator extended community and got some interesting answers. Let’s see which Avengers rose to the top.

Education 182

Education Contact Center Technology Accountability 182

ShepHyken

NOVEMBER 8, 2022

Why Businesses Should Invest in EX (Employee Experience) as Much as CX. When you hire brilliant people but ask them to do menial tasks, they will feel like they are not bringing their best selves to work. They become process-driven instead of utilizing their talents effectively.

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

ShepHyken

JANUARY 22, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring?

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Lumoa

JUNE 23, 2021

It’s becoming more and more important to develop and implement these initiatives in your CX team. When you’re looking for the best talent for your CX team, you need to recognize that talent comes in all different shapes and sizes. What are the benefits of a diverse CX team? What is diversity in customer experience?

Customer Experience 83

Customer Experience Government Accountability Engineering 83

Beyond Philosophy

NOVEMBER 24, 2015

Despite my status as a hiring wally , I have hired many people in my career. I hire candidates with high EQs knowing full well their ability to get people to do what they want includes me. Initiative is critical to us when hiring. Guess which candidate I hire? I have a confession to make: I am an easy interview.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

Outsource Consultants

NOVEMBER 16, 2022

Move Internal CX Support to Outsource Call Centers. Even if you win the hiring battle, you’re probably losing the cost control war. The fastest way to ease your call center agent hiring and retention struggles is to simply pass the burden to an outsource call center partner. Sometimes, the only winning move is not to play.

Contact Center 67

Contact Center Management outsourcing Call Center 67

Outsource Consultants

NOVEMBER 17, 2023

Access to Agents with Unique Skills Outsourcing customer support to various places helps companies gain an advantage by accessing a larger pool of skilled and knowledgeable talent. A company may hire individuals from various regions to manage their live chat and phone support.

outsourcing 67

outsourcing Bilingual agents Education Call Center 67

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Beyond Philosophy

MARCH 21, 2016

Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. The hiring market is shifting to favor the candidate instead of the employer for the first time in almost a decade. Employee engagement is critical to your organization’s hiring efforts.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Liveops

SEPTEMBER 25, 2018

We asked attendees to think about where talent fits into their strategic vision. What we heard was an overwhelming consensus that as technology peels off layers of less complex calls, the ones that remain tend to be higher in complexity which is adding an unprecedented pressure on CX teams in terms of staffing and hiring.

Customer Experience 86

Customer Experience Call Center Best practices Customer Care 86

Outsource Consultants

JUNE 21, 2023

Whether for customer service, technical support, or data entry, outsourced call centers can provide significant cost savings and access to a pool of talented workers. Allow your contact center partner to hold equal space in the conversation and offer insights on how to best meet your KPI and CX requirements.

outsourcing 67

outsourcing Call Center Contact Center Technical Support 67

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The cost of employee turnover is more than just hiring and training expenses.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. My Comment: If you run a customer support contact center, this is a must-read article on how to recruit and hire the best candidates.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

Skybridge

MARCH 10, 2023

Those teams are built and sustained by CX-savvy contact centers that know how to recruit and retain gifted supervisors and coaches. Active Listener Talented supervisors keep their teams engaged because they listen carefully to their agents – and their agents know it. I’m not just talking about listening in on customer interactions.

Coaching 52

Coaching Contact Center Scripts Accountability 52

TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. In recent years, the world has been trending toward a gig-based economic format.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

bold360 Blog

MARCH 5, 2020

Michael has a great way of looking at building CX like building a cathedral and it’s a powerful metaphor for what success looks like. His blueprints include: How great CX rests on a solid foundation of vision and culture. Why your talent is the pillar holding up your CX. How technology and processes support your talent.

Government 59

Government Technology Customer Experience Personalization 59

Talkdesk

APRIL 28, 2020

In response to the situation, we are proud and excited to announce the launch of two new platforms: Talkdesk® CXTalent™ is the gig-economy for contact center talent. Bringing CX employers and skilled job seekers together to help people hire and get hired — right now. Want to know more?

Business Process Outsourcing 60

Business Process Outsourcing Contact Center Cloud contact outsourcing 60

Talkdesk

OCTOBER 15, 2020

To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment. . Deliver the best results with the best talent. The best hiring is no longer taking place in-person.

Banking 67

Banking Cloud contact CRM Contact Center 67

Netomi

NOVEMBER 21, 2022

High inflation , talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” How can CX leaders recognize this economic downturn as an opportunity and boost their CX strategies to match? Now is the time to invest in AI for CX. Investing in Digital.

Self service 52

Self service Surveys Chatbots Enterprise 52

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You are not planning on using artificial intelligence (AI) for CX initiatives.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

AskNicely

SEPTEMBER 27, 2018

?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. A New Way to Hire. Ryan and team already knew there was diverse talent out there, ready and willing, who just needed a path. We just have to change how we think about talent, and how we hire that talent.

60

60

SmartAction

APRIL 20, 2022

These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D. The connection between the customer experience (CX) and employee experience (EX) is undeniable—and by investing in employees, customers benefit as well. Rethink Call Center Metrics.

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

Beyond Philosophy

AUGUST 21, 2017

From the future of regulatory issues to whether the new manager you hired is going to work out, there are many things in business – both internal and external – that are beyond your control. No matter how experienced and talented you are, there is always someone who knows more or can offer a fresh perspective. Listen to that voice.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Integrity Solutions

JULY 25, 2023

Creating a Customer Experience (CX) Culture McKinsey’s research shows that around 60% of customers currently trust that their primary bank will be helpful in navigating the next financial downturn. McKinsey data shows that improving CX creates “stacked wins” of higher returns, faster growth and lower costs.

Banking 72

Banking Coaching Sales Employee engagement 72

Quiq

JANUARY 5, 2022

Throughout it all, you’ve worked hard to maintain a seamless customer experience (CX)—rising to elevated expectations even while battling supply shortages, staffing challenges, and delayed delivery services. 63% of CX managers say their company prioritized CX more than a year ago, according to Zendesk.

Contact Center 52

Contact Center Chatbots Self service Personalization 52

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. This will elevate the importance of delivering an outstanding and personalized customer experience (CX) as organizations position themselves to maintain their profitability and retain their customers. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023.

Self service 48

Self service Enterprise Consulting Consulting 48

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. The Great Resignation has made it significantly more challenging for many US firms to retain good talent and fill open positions. Significant labor market trends may be the primary cause of a particular contact center’s hiring and retention challenges.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Talkdesk

NOVEMBER 25, 2020

Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX). This includes applications for agent assistance, customer self-service, knowledge management, security monitoring, and even sourcing contact center talent. However, recruiting new talent is only half of the equation.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Global Response

DECEMBER 21, 2023

Customer service outsourcing is an ubiquitous presence through the CX industry. Increased expertise and talent Outsourcing also allows you to take advantage of external talent pools and increased levels of expertise that would be difficult or expensive to hire in-house. Ready to perfect your CX?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Talkdesk

JUNE 8, 2020

Gallup defines onboarding as “the critical stage that connects the talent acquisition process to long-term, sustainable performance.” This is the stage where new hires learn the attitudes, knowledge, skills and behaviors required to function effectively within an organization.

Contact Center 85

Contact Center Technology 85

Vistio

SEPTEMBER 19, 2022

In the CX industry they focus 100% on the people. They create customized work force solutions and get the right talent in the door. Contact centers have been impacted by this new power dynamic. Let’s give a big welcome to Kory Kostecka from RemX. How companies can improve retention with “stay interviews.”

Contact Center 52

Contact Center Call Center 52