bold360 Blog

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. Investments in CX technology tend to pile up on the employee.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

Babelforce

FEBRUARY 24, 2022

While this may not be a realistic aim – there will always be people who struggle to engage fully – there are strategies you can implement to improve employee engagement. 9 call center employee engagement ideas. #1 1 Keep employees in the loop. Do you hold regular meetings with employees?

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

aircall

JANUARY 28, 2019

Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member. This isn’t always the case.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

Creative Virtual

JANUARY 24, 2019

The one-day conference will feature case studies, innovative digital workplace solutions and tips for improving employee communication. Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. Hope to see you there!

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

PeopleMetrics

MARCH 2, 2015

(That might be due to the fact that the companies able to articulate purpose and success are also more likely to be managing employee engagement and culture.) The bulk of companies are just trying to figure out where to start: engagement or culture? If you’re asking, “How can we get employees to care?”

Employee engagement 106

Employee engagement Customer centricity Customer Experience Management 106

Alorica

FEBRUARY 3, 2020

While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented.

Employee engagement 62

Employee engagement 62

ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement. Or, do they?

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

Alorica

FEBRUARY 3, 2020

While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented.

Employee engagement 48

Employee engagement 48

Alorica

FEBRUARY 3, 2020

While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented.

Employee engagement 48

Employee engagement 48

Genroe

JUNE 25, 2015

The companies in the room provided some excellent, practical and tested approaches that you can use as well. Maybe it’s perfectly clear to you that it will be used positively and productively but not everyone can read your mind. Employee NPS is an operational measure, just like NPS. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? It’s the lack of these three very important keys that prevent many organizations from obtaining the financial and public recognition that can be obtained from high levels of employee engagement.

Employee engagement 66

Employee engagement Coaching Surveys 66

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high. Yes, that’s right.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

ShepHyken

MAY 9, 2023

Use their feedback for marketing purposes, testimonials, and case studies. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Leverage your promoters.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

ConvergeOne

AUGUST 13, 2018

Between family, illness, and absenteeism, employees may choose to take time off work, leaving Contact Center managers scrambling to find coverage. In all these cases, employees not only want to work and get paid, but they also want flexibility in their jobs. Has this ever happened to you? This is where shift bidding comes in.

Employee engagement 42

Employee engagement Contact Center Customer Experience Management 42

ShepHyken

APRIL 22, 2019

Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? by Mohamed Latib, Ph.D. . (CX

Customer Service 190

Customer Service Employee engagement Self service Surveys 190

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. Making a Business Case for CX Must Be a Priority. You must be able to make a business case for your program. Recommendation #2: Make your business case. Learning how to make a business case is essential to your success—and continued employment.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MARCH 10, 2015

Use the actual words, “I’m sorry.”. Medscape.com had an excellent article on why some patients don’t sue their doctors, even when they have a good case. Their goal, in many cases, is to get these answers, not to punish the physician. Give them the facts of the situation and avoid blame. Make restitution.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

JANUARY 7, 2016

In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. They are using old thinking to tackle new problems. Big data can be used to research past behavior. Employee Engagement and Customer Experience.

Employee engagement 186

Employee engagement Big data Analytics Education 186

Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). Target has always been the most successful company for defining and using these patterns. The power of habit can be used in other ways, however. Mathematicians are suddenly sexy.”.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CX Global Media

MARCH 26, 2019

The uses of this merged reality in contact centers are thrilling. You can deliver a never before imagined customer experience on your most complex customer cases. I finally understood, when I was able to have Scott share with me a few real-life customer interactions using an agent’s virtual presence. Scott Sobera: Absolutely.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Global Media

SEPTEMBER 26, 2017

The top three were Artificial Intelligence and bots, data security, and employee engagement. Going forward, we will be seeing more use cases about how AI is making the contact center agent a more valued organizational asset. “AI Employee Engagement. Artificial Intelligence (AI) and bots. Click to Tweet.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

TechSee

APRIL 26, 2021

With today’s digital-first mentality, the need for remote support, and enhanced employee engagement, brands are recognizing the need to add ‘eyes’ to their contact center offerings – visual strategies are the hottest trend right now. Vision: A key element for transforming contact centers . Visual Transformation in Contact Centers.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Call Center Weekly

APRIL 15, 2019

A: I’m currently the Director of Customer Experience, leading a team focused on delivering best-in-class Customer Excellence and Employee Engagement that serves as a brand differentiator. Unfortunately, equality has not been the case over time and I’ve witnessed this. Use them accordingly. You have 2 ears and 1 mouth.

Customer Experience 127

Customer Experience Employee engagement B2C Education 127

Beyond Philosophy

OCTOBER 28, 2014

One little part that many organizations don’t consider in this process is the systems you use to do business. We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer. How are they going to use it? In many cases, they will also use a Call Center script.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JULY 24, 2017

And thus began an excellent case study in how NOT to treat your customers. I also have a story of a great car buying experience, and it was at CarMax, the used car company. Improve your employee engagement and your subsequent customer experience. But the salesman cornered me into a negotiation anyway.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

JANUARY 7, 2016

In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. They are using old thinking to tackle new problems. Big data can be used to research past behavior. Employee Engagement and Customer Experience.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Beyond Philosophy

JULY 17, 2017

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

MAY 19, 2015

Predictions, in this case, are only as good as your data. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. Disney uses this tactic a lot in their experience at the theme parks. 3: The Best Companies Link Employee Engagement and CX. They studied it.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

COPC

APRIL 1, 2024

Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

JUNE 25, 2021

Communicate the change, using a variety of vehicles and media. Let employees know what is changing, why it’s changing, how it will impact them and what they do (differently) on a daily basis, and how they will be involved. To drive lasting change… . Share the change vision. Tell the change story.

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

Beyond Philosophy

NOVEMBER 10, 2014

We were also able to use this data to predict future membership length based on the quality of experience. And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience. I have made my case, and I am prepared to hear the counterarguments.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JUNE 18, 2015

The problem is as soon as we have the item, we slowly get used to having it. The anticipation of its arrival is exciting, followed only by the excitement of using it for the first time. In a recent post, Zhecho Dobrev, discussed how some organizations are using this concept to create new experiences for Customers.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. Download the case study, click on this link: CallExperts-ThyssenkrupCaseStudy.

Employee engagement 75

Employee engagement Government Self service Analytics 75

Beyond Philosophy

JUNE 12, 2015

The American Customer Satisfaction Index (ACSI) uses an overall U.S. RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. Trend #1: Is it really getting that much better? Since 1994, the ACSI Score rose from 74.8 to a high of 76.8

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343