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How to Tap into Your Customers’ Hidden Motivations To Gain True Success

Beyond Philosophy

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. It’s our job to determine what it is. But how should you do it, and why is it important? Both are fair questions.

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Improving Customer Experience from the Backroom to the Frontlines

ShepHyken

Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company. It’s not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

ShepHyken

Do we make that same effort for our employees? Do we invest in technology and processes that make it easy for employees? I had a chance to learn from one of my clients, Mitel, about this very topic. Giving them data and information about the customer will help them make good decisions. But employees do care.

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Hidden Talent: Tips to Find and Hire Willing Workers

CCNG

Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out. That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization.

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Study: The Health of the Contact Center

Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?

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Customer Service Coaching: How to Develop, Motivate and Retain Your Employees

CSM Magazine

Why do people leave their customer service jobs? They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. What do these figures mean for you as a manager or supervisor?

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The Secret to Winning the AI Race is simple; avoid these simple blunders

Beyond Philosophy

Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it. However, playing with ChatGPT didn’t give us the whole picture. I want them to consider the customer and what is happening versus where they want to go. Listen to the podcast: This has been created in partnership with NICE.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.