Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015.

Call Center 85

Call Center Airlines Contact Center Self service 85

Natalie Petouhof

FEBRUARY 28, 2016

Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. Is the performance of employees consistent across time? Why Is It Important to Balance Cost, Quality and Customer Service?

Gamification 45

Gamification Management Analytics Metrics 45

PeopleMetrics

JUNE 26, 2015

Never assume that employees automatically trade employment for their recommendation. Don't assume that a paycheck warrants employee engagement. Mary, June 2015. Value is an interesting metric. Rather, work to give them something positive to talk about. Be worthy of their esteem. Understand the principle of value.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

ClearAction

JANUARY 12, 2022

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Customer experience managers should track their own progress in driving the metrics preceding this: facilitation, involvement, levers. 9 Customers First, or Employees First?

Government 62

Government Enterprise Customer centricity Banking 62

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Balto

FEBRUARY 6, 2023

The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Frank on Social Media: Twitter: Frank Eliason (@FrankEliason).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

AUGUST 13, 2019

This simplifies employees’ daily decisions in alignment with corporate strategy. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. 1 Why Strategy Execution Unravels and What to Do About It , Harvard Business Review, Donald Sull et al, March 2015.

Customer Experience 48

Customer Experience Enterprise Journey mapping Customer centricity 48

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. The metric Net Promoter Score triggers and manages a lot of functions for us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95