Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Beyond Philosophy

FEBRUARY 10, 2015

When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

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

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.

Construction 292

Construction Morale Consulting Consulting 292

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. This exercise is one of the first things we do when consulting an organization.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Network internally to learn more about your product, processes, goals, etc. . Raise your hand for new projects. Focus on elevating those around you. At times, it’s hard to do, but it will help you grow faster. .

Chief Customer Officer 102

Chief Customer Officer Accountability Best practices Feedback 102

Blueship Call Center

OCTOBER 9, 2023

Fortunately, there are several strategies you may use to raise the performance of your workforce. Providing your staff with the tools to view their performance and its effect on the customer experience will help them perform better. You can take corrective action before it’s too late if you have the necessary tools.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. Then, we can work with them to get the chatbot implemented. For more complex organizations, our highly skilled change management team can help you navigate any internal hurdles.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Hassan Alnassir. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Beyond Philosophy

NOVEMBER 2, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.

Construction 186

Construction Morale Customer Experience Management 186

CX Accelerator

FEBRUARY 12, 2018

If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

ProProfs Blog

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Are you unable to cater to the customers’ needs and their grievances? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Define Your Goals. Define Your Goals.

Wait times 143

Wait times Metrics Self service Feedback 143

Nicereply

JUNE 26, 2023

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Here’s why you should track it. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. But how do you figure out how satisfied your employees are?

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Anexa BPO

MAY 16, 2022

If you can understand your customers and improve on the overall experience you deliver, you are on your way to bridging the gap between customer experience and brand promise. This is the core information that can drive your business decisions and develop PERSONALIZED market strategies.

outsourcing 98

outsourcing Personalization Analytics Metrics 98

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. This interview-style works well, but are these all the skills your customers expect? These skills can be hard to illustrate in an interview and require development throughout your career. Take a guess!

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. And with the war for talent at heights rarely seen before, how do they respond to these demands? So why are most of their coaching efforts failing?

Coaching 74

Coaching Employee engagement Management Feedback 74

Nicereply

APRIL 27, 2022

Customer Experience is how a customer feels about your brand. ‘Feels’ is indicative of emotions – what emotions a customer is going through as they interact with your brand throughout their journey, from first contact until they stop being a customer. . What is customer experience management (CXM)?

Customer Experience 104

Customer Experience Management Feedback Surveys 104

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Nicereply

APRIL 27, 2021

Candidly sharing your thoughts will make you better equipped to recognize and deal with imposter syndrome. We’ve all heard the phrase, “ fake it ‘till you make it ,” but we also know that’s easier said than done. People judge a plant by how well they “ thrive ,” hence the phrase, “ bloom where you are planted.”

Education 97

Education Feedback 97

ChurnZero

NOVEMBER 18, 2021

Hence, how I came to live in a lush garden oasis – or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time. Customer education is why I live in a jungle.

Education 98

Education SaaS Real estate Self service 98

ProProfs Blog

JANUARY 31, 2019

Generating new business and growing your company is surely a tough task. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.

Best practices 129

Best practices Customer centricity Sales Feedback 129

ProProfs Blog

APRIL 3, 2020

Can you imagine the mindset of customers who are satisfied with a business? Here’s a blog on how to achieve customer satisfaction that can help you out. Why do you think it’s important? Certain question examples like: “What do you think we should improve in our products/services?”.

Surveys 103

Surveys Feedback APIs Customer Support 103

Anexa BPO

FEBRUARY 15, 2022

So all of your skilled – and expensive – marketing initiatives focussed on seeking out new prospects are simply a waste of valuable resources. Because let’s face it – what is the point of acquiring new customers if you can’t keep them? At the end of the day, your business infrastructure is the key to a great customer experience.

Customer retention 59

Customer retention outsourcing Customer Experience Marketing 59

Totango

AUGUST 21, 2020

Question: How did Totango help with this cloud transformation and how many Totango users do you have? A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has? We try to infuse people’s experience and customer experience product experience into everything we do.

Upselling 115

Upselling Accountability Metrics SaaS 115

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . So hold on to your hats—you might actually learn something about CX today.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Toister Performance Solutions

APRIL 23, 2020

What do you experience when you encounter a brand for the first time? In the new edition of his book, The Cult of the Customer , Hyken explains how to move customers from the "Cult of Uncertainty" to the "Cult of Amazement.". How every customer starts in the "Cult of Uncertainty."

Customer Experience 78

Customer Experience Advertising Customer Service 78

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? The data indicates that customer service and customer experiences are directly related to your bottom line—yet many companies overlook the value of improving customer service from good to great.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Nicereply

JUNE 24, 2019

Give your support people opportunities to explore things that they are curious about, and help them get breaths of fresh air in the form of taking breaks or switching to a different task temporarily. Friendly customer service representatives drive as much commitment to your brand as cheap prices and delightful marketing.

Customer Support 81

Customer Support Construction APIs Engineering 81

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

aircall

DECEMBER 28, 2020

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. 1) It’s cost-effective.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

Customer Service Life

NOVEMBER 5, 2018

I’m not crying, you’re crying (at work). There was no way I’d let myself do that, no matter what. Or, I might pretend I’m going to lunch, take myself to a secluded place down the street, and just cry. But we do have control over how we respond. Photo cred: Ban.do. Even at work.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Nicereply

MARCH 16, 2021

When you have the right customer experience tools the accountability is clear, for example with a vendor contract or an internal ops team, which reduces your effort and alleviates these risks. Expense tools, development tools, and customer experience tools are ‘just there’ for many employees. It was a simple change.

Customer Experience 95

Customer Experience Accountability Engineering Metrics 95

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Nicereply

JANUARY 13, 2020

Good news: you still have time to prepare. Bad news: even though you don’t yet have the baby, the work is already starting. Bad news: even though you don’t yet have the baby, the work is already starting. Getting ready for parental leave can feel incredibly overwhelming, no matter what stage of company you are in.

Personalization 98

Personalization Engineering Feedback Management 98

Nicereply

FEBRUARY 13, 2020

Practicing being humble helps you deal with tickets, lead conversations, but also in life generally. It’s often misconceived as stepping up for the team and letting your own expectations or goals slightly lapse. Here are a few ways to infuse a little more love into the world by adding humility into your day-to-day.

Engineering 80

Engineering Surveys Management Technology 80