GetFeedback

SEPTEMBER 6, 2018

What we don’t often know, or pay as close attention to, is the relationship between employee happiness and customer satisfaction. But the data speaks for itself. times more engaged employees than companies with poor customer experience. When employees are happy, customers are happy. Employee Engagement Surveys.

Customer Experience 68

Customer Experience Employee engagement Surveys Big data 68

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Call Journey

MARCH 26, 2020

As a solution, organizations continue to turn to AI, machine learning, NLP and ultimately the production of big data to monitor and analyze performance. These results are then delivered straight into the customer’s preferred BI platform, making way for the consolidation of disparate enterprise data for heightened insights.

Analytics 52

Analytics Employee engagement Contact Center Scripts 52

Vcaretec

JUNE 6, 2022

Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Using Big Data to Make Leadership Advances in the Workplace. They were absolutely spot on.

Engineering 74

Engineering Morale Employee engagement Big data 74

ProProfs Blog

JANUARY 30, 2020

More than 60 percent of failed customer support calls could have been solved with better access to data. This customer engagement statistic indicates how getting access to data can help you establish successful customer engagement with your customers. Customer Engagement Expectations. Source: IBM ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

ClearAction

JUNE 8, 2015

Make ALL employees who work on product spend at least 1 hour a month listening in at call centre — @OptimiseOrDie. Orgs need seamless integration of customer data across channels in hands of employees that need this data — @Natasha_D_G. Originally published on IBM Big Data & Analytics Hub.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Mindtouch

FEBRUARY 16, 2017

With the e-commerce environment today and the ubiquitousness of data and access, the 4Ps must become the 5Ps , adding “people” to the mix. People emerges as both customer experience and employee engagement. They can drill down and analyze data to the Nth degree and create a personalized experience accordingly.

Real estate 48

Real estate Big data Upselling Self service 48

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

NOVEMBER 17, 2020

Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover. Once collected by chatbot, student data is stored in the platform for review.

Education 66

Education Chatbots Wait times Surveys 66

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

DMG Consulting

OCTOBER 4, 2017

IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. The acquired knowledge is assimilated and leveraged in future interactions. IVAs are known by many names, including interactive virtual agents, virtual agents, virtual reps, v-reps, bots, chatbots, chatterbots, and more.)

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Natalie Petouhof

FEBRUARY 28, 2016

This latest release features a new state-of-the-art user interface that supports advanced visualization, data exploration, and analysis of employee and company-wide performance, providing critical executive insights that support time-sensitive decision making and actions. Is the performance of employees consistent across time?

Gamification 45

Gamification Management Analytics Metrics 45

Natalie Petouhof

JUNE 9, 2016

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics.

Technology 45

Technology CRM Customer centricity Analytics 45

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. With employee disengagement at all time negative levels companies are in peril right in the starting gate. If you don’t measure the customers’ experience regularly and use the data to excel, you can’t manage it. Ignorance Is Bliss.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Natalie Petouhof

DECEMBER 14, 2015

Digital Capabilities Drive Business Results: Digital capabilities drive business results in key areas such as improving the customer experience, boosting employee engagement or enhancing internal operations. Empowered Talent: raising the digital IQ of the organization, developing key skills and increasing engagement.

Enterprise 40

Enterprise Surveys Technology Customer centricity 40

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. Additionally, upwards of 40% of all data analytics projects will relate to an aspect of customer experience. eNPS is commonly used as a happiness metric within a wider employee engagement context.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Comm100

SEPTEMBER 22, 2016

How to Revolutionize Customer Employee Engagement with Big Data and Gamification by Rajat Paharia. focuses on how to use big data and gamification to engage your customers more than ever before. Loyalty 3.0:

Customer Service 71

Customer Service Gamification Consulting Consulting 71

Russel Lolacher

NOVEMBER 28, 2022

And you don’t know, you know, I’m not a big data guy. One of the things I’m trying to hammer home, oh, hammer home a lot with my talking about employee engagement is that missing middle, I know, that gets used a lot with housing. Russel Lolacher.

Government 98

Government Employee engagement Management Personalization 98

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Big data 23

Big data Journey mapping Customer Experience Management 23

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first.

Management 12

Management Big data Analytics Employee engagement 12

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture. Conclusion.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ProProfs Blog

JUNE 30, 2020

How to Revolutionize Customer Employee Engagement with Big Data and Gamification. Rajat Paharia talks about creating a human motivated system that helps you boost consistent engagement among partners, employees, and customers. Loyalty 3.0: Author: Rajat Paharia. Goodreads Rating: 3.8/5.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128