CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Contact Center Pipeline

SEPTEMBER 6, 2016

We’re planning our agent celebrations for Customer Service Week next month. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Happy memories are essential to your Customer Experience. It also feels good to have a higher purpose and do good for others.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Millennials are also the least engaged generation at work.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

Employee engagement 43

Employee engagement Best practices Consulting Consulting 43

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. But is it right for Customer Experience?

Banking 0

Banking Coaching Surveys Employee engagement 0

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Construction Chief Customer Officer 105

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter!

Customer Experience 61

Customer Experience Journey mapping Employee engagement Feedback 61

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

JUNE 28, 2016

Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace?

Customer Experience 40

Customer Experience Morale Employee engagement Customer centricity 40

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. The Moment of Truth By Jay Minnucci Why do customers leave?

Contact Center 100

Contact Center Technology Employee engagement Call Center 100

ijgolding

NOVEMBER 17, 2016

To have the ability and honour of influencing and inspiring others to believe that they can make a real and genuine difference to the experiences and lives of their customers and colleagues is something I hold very dear, as well as being something I am truly grateful for. IG: Experience, experience, experience.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? A strong employee experience means a strong customer experience.

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

Andrew Mcfarland

FEBRUARY 2, 2016

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

Employee engagement 59

Employee engagement Customer Experience 59

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? John was not using his people in this case to win more business – he was acknowledging how his people make his business and their Customer Experience. Do your people ‘make’ your Customer Experience?

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience.

Airlines 205

Airlines Morale Benchmark Marketing 205

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. A platform like VHT Navigator makes it easier to respond as needed by serving up customer contacts on any channel to representatives across departments who can respond appropriately. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CX Journey

JANUARY 2, 2019

It's about time that companies start focusing on the employees. As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is a 2016 post, but it's still getting quite a bit of mileage.

Employee engagement 37

Employee engagement Metrics Customer Experience Customer Service 37

Aspect

JULY 11, 2018

Want to make your customers happy? We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

SharpenCX

JULY 14, 2020

In the general workforce, customer support is one of the functions most at risk for burnout, and that’s without crisis. According to a 2016 study, 74% of call center agents were at risk for burnout. Satisfied and engaged employees benefit your customers’ experience and your company. From Bullying to Burnout.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call center KPIs give insight into your agents’ interactions with customers. Customer Experience. Customer satisfaction.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth!

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth!

Call Center 49

Call Center Management Contact Center Journey mapping 49

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Why Is It Important to Balance Cost, Quality and Customer Service? Is the performance of employees consistent across time? Where is performance improving and declining?

Gamification 45

Gamification Management Analytics Metrics 45

Taylor Reach Group

AUGUST 29, 2017

Customer Experience. Employee Engagement. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t. “I

Gamification 99

Gamification Contact Center Coaching Personalization 99

CX Journey

AUGUST 23, 2016

It was published on their blog on February 23, 2016. The phrase "employee retention" sends shivers down the spines of some folks. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too. And it ought to.

Employee engagement 0

Employee engagement Education Surveys Feedback 0

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Here’s my question, and my key issue. Don’t think so.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Using Analytics to improve Customer Experience’. Topic: ‘Customer Experience Measurement’. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40