ShepHyken

AUGUST 6, 2021

Providing a quality experience for your customers has a positive impact on generating increased sales and improving overall brand reputation. By finding an outsource call center to manage your customer services, you’ll be able to avoid those extra costs for employee equipment, training, and facilities that are involved with in-house teams.

outsourcing 207

outsourcing Call Center Sales Customer Care 207

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware.

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Syed Ali Hasan. Jeremy Harrison.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? Every day employees make decisions and take actions that directly affect your workforce and business. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Beyond Philosophy

SEPTEMBER 10, 2022

In this episode, we talk with Zhecho Dobrev , Senior Consultant at Beyond Philosophy for 13 years, Customer Experience and Behavior Science Consultant and Trainer, and, now, Author of The Big Miss: How Organizations Overlook the Value of Emotions , about what he found and whether any of it was worth its weight in gold. How can we help?

Consulting 170

Consulting Consulting Finance Healthcare 170

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

DMG Consulting

MARCH 27, 2024

In some instances, virtual currency is being used to incentivize agents to meet business needs, a welcome improvement from past practices that forced employees into working undesirable hours. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. Because the employees have only been given the job description, what we want them to achieve in their daily work. We haven’t taught them how to deliver the Customer Experience we designed.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Enterprise 62

Enterprise Management Customer Experience Marketing 62

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. The companies in this sampling average $27 billion in revenue with 80,000 employees and most are global organizations.

Contact Center 221

Contact Center CCNG Best practices Government 221

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Hiring, training, upskilling, and retaining agents are activities critical to your success.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 120

Customer Experience Chatbots Government Technology 120

ChurnZero

JANUARY 18, 2023

As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Employees value flexibility and the majority of Customer Success professionals we speak with are looking for opportunities that offer remote or hybrid options, with less travel associated. Remote-work flexibility.

Consulting 98

Consulting Consulting SaaS Feedback 98

Fonolo

OCTOBER 19, 2021

Knowing what agents can gain from working in a call center can help you to better motivate them and also ensure you hire employees best suited for the job. Remote work offers better work-life-balance for employees who would’ve otherwise had to spend hours commuting to an office. Common cons of working at a call center.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

Spearline

AUGUST 26, 2022

Is your beauty sleep interrupted with nightmares of bad user experiences throughout the week? The dream team As part of the testRTC suite of quality assurance solutions, upRTC is focussed on actively monitoring your application, validating live up-time and media quality.

Scripts 98

Scripts Benchmark Metrics Contact Center 98

Beyond Philosophy

DECEMBER 12, 2020

Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don’t pass it on to customers. I often say, Happy Employees Make Happy Customers, which is also the title of my latest book. Key Ideas to Improve your Customer Experience.

Consulting 150

Consulting Consulting Customer Experience Management 150

Call Center Weekly

OCTOBER 1, 2018

There will be a measurable impact on the success of your company when staff truly believes that what they do matters to the success of the company and the overall customer experience. One is competent, yet lacks the years of experience the other does. How much autonomy will you give your staff? I can’t stress this one enough.

Morale 164

Morale B2B Customer Experience Sales 164

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. Regular progress monitoring is essential so develop a mechanism to measure the impact of training and employee engagement on productivity.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Playvox

MAY 11, 2023

When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does. Did you know that having engaged employees directly affects company profits and annual results?

Management 89

Management Contact Center Coaching Employee engagement 89

Outsource Consultants

AUGUST 9, 2021

Meanwhile, forcing employees to do more and more without relief creates lower employee morale, lower operational efficiency, and (ultimately) creates lower customer satisfaction and loyalty. That means the other 80% of your business activity, fueled in time and resources, produces a fraction of the results. . Bottom-line costs.

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

delighted

FEBRUARY 2, 2022

And while the saying may not be referring to the employee lifecycle, the sentiment certainly rings true within the workplace. The employee lifecycle is the journey employees embark on when they first join your organization and lasts through to when they leave (and sometimes beyond that). What is the employee lifecycle?

Surveys 87

Surveys Feedback Metrics Employee engagement 87

DMG Consulting

SEPTEMBER 7, 2023

However, in the past few years, they have begun a remarkable transformation into mission-critical components for delivering a great customer and employee experience, making them even more compelling. This doesn’t guarantee that they will be granted, but it empowers employees to be active participants in the scheduling process.

Management 48

Management Real estate Agent Empowerment Enterprise 48

teleopti

JUNE 5, 2019

Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Is it inviting?

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

TechSee

MAY 4, 2021

Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. More and more companies recognize the benefits of allowing their employees to WFH, or more accurately, work from anywhere (WFA) that best suits their lifestyle.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

VirtualPBX

AUGUST 10, 2023

Among the myriad of communication channels available, text messaging has emerged as a powerful tool for businesses to engage with their customers, clients, and employees. We’ve just released an update that enhances user experience. Check it out at [Link].” Your insights will shape the future of our product.”

Healthcare 98

Healthcare Call Center Accountability Surveys 98

Quality Contact Solutions

FEBRUARY 16, 2023

Working from home increases flexibility, which is a win for both employees and employers. Employees enjoy eliminating the daily commute, that the dress code is more relaxed, and they can grab a drink from the convenience of their kitchen.  However, working from home isn’t without challenges.

Call Center 52

Call Center Best practices Wireless Contact Center 52

DMG Consulting

JANUARY 20, 2022

During the first six months of the pandemic in 2020, companies closed their doors to their employees and the public in an attempt to keep people safe. The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. What’s Next for the WFO/WEM Suite Market.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. For more information visit Calabrio.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Quality Contact Solutions

FEBRUARY 10, 2023

There are many advantages of focusing on your key objectives and letting someone else help support the peripheral activities. Addressing Labor Challenges  With a staggering number of employees opting out of the workforce, how do you find the right people for your business at a price you can afford? Here’s an example.

Marketing 52

Marketing Telemarketing outsourcing Call Center 52

Quality Contact Solutions

FEBRUARY 10, 2023

There are many advantages of focusing on your key objectives and letting someone else help support the peripheral activities. Addressing Labor Challenges  With a staggering number of employees opting out of the workforce, how do you find the right people for your business at a price you can afford? Here’s an example.

Marketing 52

Marketing Telemarketing outsourcing Call Center 52

SharpenCX

JUNE 20, 2022

While the majority of AI’s applications and benefits are often narrowly focused on customer experience — which is truly important — AI has the potential to transform the agent experience as well. The Benefits of Agentless Automation. They now receive questions that require more critical thinking, more training, and more coaching.

Call Center 76

Call Center APIs Chatbots Self service 76

Uniphore

JULY 10, 2021

Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. 11560 Great Oaks Way, Suite 200 Alpharetta, GA 30022.

Call Center 89

Call Center Contact Center Consulting Consulting 89

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. Do you have a “process” for consistently creating exceptional service experiences?

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141