Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

OCTOBER 29, 2014

I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!”

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Perhaps the leader that is doing the analysis might be able to handle more teams. When this happens, customer service scores increase.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Lumoa

JANUARY 19, 2023

We’ll walk you through the key steps to building a successful customer experience department in this guide. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. It’s hard work, we know!

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

SharpenCX

JUNE 28, 2023

It seems customer service is now the yardstick by which consumers measure brands. In addition to making purchase decisions based on price, quality, and brand experience, consumers also seek out companies with fast, convenient, and helpful customer support. The best way to gather this data is through customer feedback surveys.

Call Center 67

Call Center Metrics call center software Contact Center 67

Playvox

FEBRUARY 13, 2024

Know who the strongest players are among your current employees so you can keep them on your team. How Do You Identify Top Customer Service Talent? Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? But what about those agents who don’t rise to the top?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Anexa BPO

MAY 24, 2023

While surveys have their value, they often fail to capture the true essence of customer sentiment and experience. Organizations need to adopt a holistic approach that combines multiple listening methods, such as social media monitoring, online sentiment analysis, focus groups, and customer advisory boards.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

Beyond Philosophy

OCTOBER 24, 2014

ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 3 Steps to Becoming #1 on Trip Advisor.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? Here are a few of its common characteristics: Customer satisfaction oversight. Metrics and data analysis. Generate regular reports and data analysis. Onboarding. Scheduling. …

virtual call center 87

virtual call center Call Center Management call center software 87

Hodusoft

OCTOBER 22, 2021

The ability to deliver better customer service enhances when the customer service team members are happy, fulfilled, and motivated. Likewise, when employees are tired, overworked, or unhappy , it shows in their work. Boosting employee engagement and creating a positive outlook about work can be useful to the team.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

BlueOcean

OCTOBER 23, 2023

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Hodusoft

OCTOBER 19, 2023

As per a report , the customer care BPO market is estimated to rise from US$22,598.82 However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. This proves that employee engagement is a fundamental factor in business profitability.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

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

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Toister Performance Solutions

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. I've combined them with my own experience talking to thousands of customer service professionals. Many have received conflicting advice.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). The human connection remains essential.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 A COPC Inc.

Best practices 104

Best practices Customer Experience outsourcing Consulting 104

Beyond Philosophy

NOVEMBER 14, 2017

At Southwest, the essence of their culture is that employees rank first, customers second, and shareholders third. Since the company’s founding almost 50 years ago, part of its corporate mantra and mindset is that the enterprise is in the customer service business – they just happen to fly airplanes.

Airlines 218

Airlines Consulting Consulting Enterprise 218

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

DMG Consulting

FEBRUARY 14, 2022

Artificial intelligence (AI) is awe-inspiring, and while these technologies are in their early days, they have already demonstrated their ability to function as a change agent in contact centers, customer service departments, customer experience (CX) functions and sales organizations. Final Thoughts.

Contact Center 48

Contact Center Employee engagement Self service Consulting 48

DMG Consulting

JUNE 1, 2022

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

Self service 48

Self service Consulting Consulting Enterprise 48

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Expivia

MAY 28, 2021

It’s the same thing with your customer service center employees. Call center management training needs to include lessons on starting and ending a workday, controlling the first 30 minutes, weekly agent analysis, and career progressions. Our leadership prides itself on employee engagement and success.

Call Center 98

Call Center Management Coaching Education 98

SharpenCX

JULY 26, 2023

This may include: More thorough knowledge base articles for self-service An integrated customer service system More tailored cross-sell campaigns It prevents customers from leaving. Never get caught off guard about customer attrition. Or, give customer service agents a script to quell brand detractors.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Global Speech Networks

JANUARY 11, 2022

Survey participation rates are a vital metric for your organisation because they represent customer sentiment. The higher the participation rate, the more customer data you’ll have at your disposal for analysis, comparison and trend identification. Employee engagement. Identifying gaps in your processes.

Surveys 52

Surveys Feedback Employee engagement Customer retention 52

BlueOcean

JANUARY 20, 2023

Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment. Our updated list of customer care RFP questions keeps these facts top of mind.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Toister Performance Solutions

MARCH 7, 2019

Andrew Uber, managing director of Culture Insurance Services , hosted a customer service meetup last month at the company's office just outside of San Diego, California. It was an informal gathering of Customer Service Tip of the Week subscribers. Culture Insurance Services seems to have done a nice job doing that.

Airlines 64

Airlines Employee engagement Construction Feedback 64

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78