ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide.

Customer Experience 143

Customer Experience Feedback Customer centricity CRM 143

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Fonolo

JULY 13, 2021

While it’s easy to assume they’re having a bad day, you could be ignoring a few classic signs of employee burnout. Work and money are two of the most common sources of stress among adults. That’s why it’s so important for businesses to practice mindfulness and take steps to support the wellbeing of their agents and other employees.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Fonolo

OCTOBER 6, 2020

You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. Here’s how your employees affect the way customers perceive your brand. How They Resolve Conflicts.

Upselling 126

Upselling Call Center Sales Management 126

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

ShepHyken

MAY 22, 2017

if You Want Great Employee Retention by Jeff Kortes. was at the heart of driving employee loyalty and retention. was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP!

Airlines 205

Airlines Customer Service Self service Technology 205

Integrity Solutions

NOVEMBER 23, 2020

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity. Are your customers truly at the center of your business universe?

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Personalization 107

Personalization Sales Scripts Contact Center 107

Lumoa

MARCH 8, 2023

To this end, telcos must be bolder in their approach. Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Unfortunately, idealism too often becomes the enemy of action.

Abandon rate 237

Abandon rate Journey mapping Average Handle Time Customer centricity 237

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. So is it really any surprise that only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Teresa Allen

OCTOBER 10, 2019

My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Engage Employees Who Will Engage Customers 3. employees are engaged in their work and workplace. Engaged Employees are. ·

Employee engagement 67

Employee engagement Coaching Management Sales 67

CSM Magazine

MAY 9, 2023

Some common pain points include: High costs Difficulty using a product or service Unmet needs or desires Problems with existing solutions Start-ups can use various methods to identify the pain points customers face, such as conducting surveys, holding focus groups, or gathering feedback from early adopters.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

Monet Software

MARCH 19, 2020

How probing questions can shape workforce engagement and where technology fits in. It’s also great advice for call center leaders seeking to enhance employee engagement. That’s why it’s important to keep probing the contact center’s identity—what makes it special and why should employees care? A Hacker’s Nightmare.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Table of Contents Gratitude And Attitude Keep People Engaged Does Your Team See The Vision? Team culture has become a bit of a buzzphrase over the past few years, but for good reason. But let me stop you there. And the cherry on top?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. How to Foster Agent Engagement in Today’s Contact Center Lower cost of operations If you still consider call centers to be cost centers, think again.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. Employee Outreach.

Employee engagement 75

Employee engagement Morale Management 75

CSM Magazine

MAY 26, 2020

So leaders often take a variety of approaches to get the other half on board, whether it be taking a hard line, amplifying communications, or reinforcing the logic of the decision. Yet, the problem isn’t the approach, but the change itself. And that’s what people resist—giving up that sense of expertise, even if it’s temporary.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92

Fonolo

JANUARY 14, 2021

That will allow your agents to absorb the information more effectively and approach their role with confidence. However, it’s essential to prepare them for customer engagements they might not have as much experience dealing with. Fostering an inclusive work environment is essential if you want a high-performing contact center team.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Satrix Solutions

APRIL 6, 2020

To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. How can your organization enable employees to be part of the social solution?

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. So is it really any surprise that only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Quality Contact Solutions

FEBRUARY 17, 2022

Here are 10 qualities that great sales leaders have in common. READ: Engage Remote Workers with these 16 Fun Team Building Activities ] Communicate Effectively The most important thing that top sales leaders do is communicate. Sales leaders are one of the most critical assets to your company. But what makes sales leaders great?

Sales 98

Sales Telemarketing Best practices Coaching 98

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

JivoChat

JULY 26, 2023

The common challenges included longer response times, a lack of accessibility, and the inability to efficiently track and manage client inquiries. The common challenges included longer response times, a lack of accessibility, and the inability to efficiently track and manage client inquiries.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

Nicereply

NOVEMBER 10, 2020

Not only does employee satisfaction help make happier, and healthier employees, it also helps make happier and healthier companies. And research consistently shows that satisfied customers are loyal customers, so it makes sense to check-in frequently. What is employee satisfaction? Why is employee satisfaction important?

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

JustCall

MARCH 6, 2023

Bain & Company claims that “happy employees make for happy customers.” ” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

Teresa Allen

OCTOBER 10, 2019

My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Engage Employees Who Will Engage Customers 3. employees are engaged in their work and workplace. Engaged Employees are. ·

Employee engagement 62

Employee engagement Coaching Management Sales 62

Momentum Telecom

JANUARY 29, 2021

Their memorable season inspired us to take a closer look at the similarities winning teams have in common – both on the field and in the realm of communications solutions. Their memorable season inspired us to take a closer look at the similarities winning teams have in common – both on the field and in the realm of communications solutions.

Technology 98

Technology Consulting Consulting Sales 98

ChurnZero

DECEMBER 21, 2023

Building a successful post-sales strategy: Q&A with Tim Conder The webinar’s Q&A session covered topics including deciding which customer needs to prioritize and when, the right strategy for continuous customer engagement , building a resilient post-sales team, and how to tell a successful post-sale strategy from an ineffective one.

Sales 52

Sales Accountability Advertising Marketing 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. A common mistake is to confuse job perks with company culture. In fact, research shows that culture plays a bigger role than salary and perks. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

CSM Magazine

DECEMBER 6, 2023

Customer Success Training Importance Customer success training is the process of equipping employees with the necessary skills to provide high-quality customer service throughout the consumer’s interaction with the brand. It also ensures employees know how to engage with customers in a way that meets their needs and beyond.

Upselling 52

Upselling SaaS Advertising Marketing 52

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. .

Management 162

Management Customer Service Best practices Entertainment 162

CSM Magazine

DECEMBER 21, 2022

In addition to altering our shopping habits, it is also influencing how we interact with social media, engage in games, and consume media. Then, do what makes sense for your business’s needs and objectives. Let’s go further into some of next year’s most promising approaches to modernizing your business.

Employee engagement 52

Employee engagement Technology Marketing Customer Experience 52

SharpenCX

JULY 1, 2020

As perceptions about remote work shift, many companies are adopting blended models and adding more flexibility for their employees. Cyberbullying is only too common in 2020. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret.

Contact Center 137

Contact Center Management call center workforce Morale 137