ShepHyken

APRIL 11, 2022

Here are my top five picks from last week. What happens when the discounts are so big that a company loses money? My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

ShepHyken

SEPTEMBER 29, 2017

Every team inside a company impacts the customer experience. On top of this, there are new team members joining, and existing team members unplugging and plugging back in all the time. It’s easy to track repeat purchases, referrals, feedback and other behaviors that your company can observe.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Getting out in front of competitors, by emulating the most successful companies, will help shortcut timelines. Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Beyond Philosophy

AUGUST 1, 2019

A customer-facing employee must first evaluate how customers feel. Then, the customer-facing employee makes a choice that meets your goal, which is to evoke the emotion that drives value for your organization. Why Training on Emotional Management for Frontline Employees is Vital. Lack of employee training.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Top 5 UC Predictions for 2023. Predictable.

Surveys 174

Surveys Education Enterprise Technology 174

CCNG

MAY 31, 2023

The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. The hiring profile for these employees requested a high level of customer service, but strong technical support experience was not required. I called my senior team together and said, “I need your help.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

MAY 19, 2015

Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. # 1: Top CX Companies Predict Customer Behavior.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Remember the employees here, too.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Customer Journey Mapping.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% and, 2) Where’s the consistent proof for individual companies?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Driving high-performance levels for each of these KPIs while ensuring the alignment of organization members is a delicate balancing act.

Management 81

Management Employee engagement Metrics Contact Center 81

Beyond Philosophy

JUNE 19, 2017

As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.” At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings.

Airlines 324

Airlines Consulting Consulting Customer Experience 324

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . People almost universally align on their distaste for their cable company. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Moreover, cable companies are also courting disloyal customers through promotions like that.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

MAY 4, 2023

It is difficult to go from working with a team at a large company, as I did, to have no one but myself for company at work. Being the only employee also means only I could fix the copier or take the proposal to the post. However, there are numerous ways to get there today, including social media, blogging, podcasts, etc.

Consulting 195

Consulting Consulting Education Customer Experience 195

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. A consistent employee experience = a consistent customer experience. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

Best practices 107

Best practices Accountability Enterprise Sales 107

Vonage

SEPTEMBER 15, 2017

Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement.

Customer Experience 106

Customer Experience Morale Government Management 106

ShepHyken

FEBRUARY 6, 2017

Here are my top five picks from last week. This article has eleven “data drive” reasons customer advocacy is important and seven tips on how to increase advocacy. My Comment: Too many times a company (and employees of the company) focus on the outside customer and forget about the internal customer.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

Lumoa

OCTOBER 24, 2023

But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness. One surefire way to deliver happiness to customers is to create a culture of happiness within the company. It starts with recognizing that customers also have a hierarchy of needs in their dealings with a company.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

Anexa BPO

DECEMBER 15, 2022

Employee experience refers to the overall feelings and perceptions that an employee has about their job and their organization. It encompasses everything from the physical working environment and the technology they use, to the culture, values, and leadership of the company.

outsourcing 52

outsourcing Customer centricity Technology Personalization 52

Comm100

DECEMBER 8, 2020

For instance, 8 out of 10 customers report engagement with a chatbot as positive. Engaging with a prospective buyer and providing support and quick answers is a surefire way for businesses to gain customers. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts.

Chatbots 53

Chatbots Scripts Sales Personalization 53

JustCall

MARCH 9, 2023

Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. and get real-time updates, team members can drive consistent communication within the chat groups. The need of the hour?

Gamification 52

Gamification Sales Morale CRM 52

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. On the other hand, being part of a team that fosters a positive attitude and believes in the company’s vision and goals , can be an amazing experience. And the cherry on top?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Balto

JUNE 22, 2023

An engaged employee is deliberately contributing to organizational success. Imagine your contact center agents were engaged and highly motivated. It’s also been a top challenge over the 25 years I’ve worked with contact centers. I teamed up with Balto to chat about agent engagement in a live Q&A session.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Nicereply

APRIL 27, 2022

For example, customers can now reach brands from multiple channels instantly, customers have a huge number of options for their needs, engaging and disengaging with a brand is as simple as a click, and so on. Mattress company Casper’s marketing bot Insomnobot3000 is a great example of what going above and beyond can do for a brand.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Cisco - Contact Center

MAY 13, 2020

Customer experience is becoming critical in the battle for customer loyalty and is now considered the top competitive differentiator outweighing brand, product quality, and price. Customers need continual communications on how the companies that they interact with are meeting their needs. Join our Webinar.

Customer Experience 99

Customer Experience Contact Center contact center solutions Analytics 99

Enghouse Interactive

JULY 23, 2021

Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Moreover, it also means contact centre employees should understand how they can positively help the memory-making process for customers. The answer is the ones which drive value (£). are service marks of Bain & Company, Inc., and Fred Reichheld.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Monet Software

MARCH 19, 2020

How probing questions can shape workforce engagement and where technology fits in. Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. A Hacker’s Nightmare.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . Most companies are shifting towards Hosted PBX System.

voip 98

voip Analytics industry standards Government 98

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Forbes Top 10, Futurist, Founder #CustServ chat, #techradiopodcast host.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Acquire BPO

DECEMBER 6, 2023

headquarters in Irving, Texas, a key milestone in the company’s expansion strategy and commitment to creating a thriving global community. ” The selection of Irving aligns with Acquire’s strategy, emphasizing accessibility, innovation and community engagement. In line with Acquire’s overarching strategy, the Acquire.AI

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Marketing Technology 52

Uniphore

JUNE 10, 2021

Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. Drive Agent Satisfaction to Drive Customer Loyalty.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. It’s an interesting mix of industries at the top. Focus on the employee experience. Engage employees.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Integrity Solutions

JULY 13, 2020

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. The “top 5” doesn’t budge. The top five common sales challenges and what you can do to change the narrative. Retaining Top Performers. It’s not for lack of activity. Why do people leave?

Sales 104

Sales Coaching Customer centricity Employee engagement 104

Call Experts

FEBRUARY 19, 2020

Improving this experience is about developing an emotional connection to create a brand perception of your company. Many companies make a huge mistake. A great example is when a company wants to deliver a specific message to their customers, and what customers receive is very different. More Blogs Menu.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

JANUARY 29, 2020

As companies continue to grow and develop, their goals become more complex. Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. More Blogs Menu. 6 Key Benefits of Employee Call Off Lines.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. AI-powered automated phone lines are designed to assess the reasons and results of customer engagements effectively. More Blogs Menu. 6 Key Benefits of Employee Call Off Lines.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81