CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. We undertook this customer survey every year, and then ignored it—every year. Sure, we’d have a conversation about the survey results, including complaints, but we never did anything about what the survey told us.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. However, it is of critical importance that every employee’s experience with your company be taken seriously. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Fonolo

MARCH 25, 2021

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Why should you measure agent satisfaction? How do I measure agent satisfaction?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

delighted

MARCH 29, 2022

Do you know if your employees are satisfied? Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. But you can’t understand – or improve – employee satisfaction without asking your people about it.

Surveys 89

Surveys Feedback Morale Management 89

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending NPS surveys via email is one of the most popular ways to distribute the survey.

Surveys 98

Surveys Best practices Feedback Personalization 98

The Northridge Group

JULY 20, 2023

A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too much independence. A Stanford University study showed employee productivity increased by about 13% when working from home.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

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

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Maru Group

FEBRUARY 14, 2023

Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service. However, there is more to evaluating the effectiveness of an L&D program than meets the eye.

Surveys 78

Surveys Analytics Feedback Personalization 78

Global Response

FEBRUARY 26, 2024

Program your chatbots to be polite and friendly but not too colloquial. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

TeamSupport

DECEMBER 20, 2023

By taking a proactive stance, companies can not only prevent problems but also showcase their dedication to customer satisfaction. Plan to regularly collect feedback through surveys, social media, and direct communication channels. Happy and well-trained employees are more likely to deliver exceptional customer experiences.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Vistio

MARCH 11, 2024

But how can you tell if your training program is actually doing its job? Evaluating the effectiveness of your agent training involves a multi-layered approach, taking into consideration everything from employee performance to customer satisfaction and business growth.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

CSM Magazine

DECEMBER 23, 2023

With so many organizations diverting time and resources towards wellness programs of late, it’s fair to assume that most employers are confident these actions will be mutually beneficial. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” It makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the organization’s success.? Get Employee Engagement Research Insights.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Once you know these factors, a robust quality program becomes central to your ability to manage customer satisfaction.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Here are 5 things to consider while crafting your program: .

Call Center 141

Call Center Contact Center Employee engagement Technology 141

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Surveys 88

Surveys Feedback Benchmark Management 88

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

Toister Performance Solutions

MAY 11, 2023

Those post-training surveys don't seem like enough. Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives. I hear these three questions most often: Does the training program work? Are there lessons that can be applied to other programs?

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Horizon CX

FEBRUARY 29, 2024

Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience. Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale.

Morale 52

Morale Customer centricity Upselling Feedback 52

customer sure

JANUARY 10, 2024

Regularly collecting feedback through surveys , reviews, and social media channels is essential for evaluating and improving customer satisfaction and expectations. It’s important to remember that NPS and CSAT, are only proxies for satisfaction. Happy employees are more likely to provide positive customer experiences.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Lumoa

FEBRUARY 2, 2023

Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. You can measure customer satisfaction through two metrics. The first is CSAT (Customer Satisfaction Score).

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

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

Comm100

JUNE 15, 2022

However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program?

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Apply your branding to your survey.

Surveys 91

Surveys Feedback Best practices APIs 91

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Focus on the employee experience.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. Gamification has been used in team settings to enhance training programs for a long time now. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

CSM Magazine

DECEMBER 11, 2023

is between 30% and 45% annually, according to a NICE WEM Global Survey. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation. The average attrition rate for call center agents in the U.S.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Some of the trending tools and programs to help you offer outstanding online customer service include: A safe and secure website (with an SSL certificate ). Customer Satisfaction Analysis.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Every employee, from the product designer to the in-store salesperson, all the way to the after-sales customer service rep, has a role to play. Engagement Through Feedback Surveys : Implement feedback and feature request surveys. The result?

Analytics 83

Analytics Feedback Metrics Surveys 83

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes, before overall satisfaction.

Surveys 121

Surveys Feedback Consulting Consulting 121

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59