ShepHyken
JUNE 29, 2018
Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Customer Feedback. Social Media Engagement.
Calabrio
JANUARY 19, 2017
From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.
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Playvox
APRIL 4, 2023
Ticket volumes and customer feedback are way up in the last few years. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. That’s not to say that all feedback should be positive.
TechSee
APRIL 16, 2019
Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance. Cargill introduced its “Everyday Performance Management” system, which incorporates encouragement and feedback into daily work-related conversations.
Integrity Solutions
NOVEMBER 19, 2018
A great example is Apple’s Progress Report for 2017 , which detailed how the tech giant has saved an estimated 8 billion gallons of fresh water through their suppliers’ process. So, we seek feedback and recognition frequently. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees.
SharpenCX
JUNE 10, 2021
Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. And, to give your agents actionable feedback backed by context.
Balto
MAY 18, 2022
As agents use the playbooks and iterate, they create a data feedback loop which in turn optimizes the playbooks even more to ensure the best possible outcomes for sales and service. Founded in 2017 and based in St. Balto guides agents to say the right thing on every call.
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