SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. Your executive team should prioritize employee satisfaction.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Tenfold - Contact Center Blog

AUGUST 10, 2018

Without leaders to evangelize and ensure customer centricity, efforts to improve customer experience and do without the company-centric practices of old would be at best mediocre. . Companies with well-executed CX strategies, well-loved by their loyal customers, are those with dedicated CX leaders.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Experienced employees will mentor new hires and raise the collective competence of the staff, creating a positive work atmosphere and making life better for everyone. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

DECEMBER 4, 2019

Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. Companies are welcoming the idea that agents put customer experience on their shoulders. One where your employee morale lives at the heart of your business. Can I get a resounding woohoo!

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Integrity Solutions

MARCH 4, 2019

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? The truth is, now more than ever, everyone plays a part in delivering a superior customer experience.

Customer Experience 61

Customer Experience Customer centricity Coaching Chatbots 61

TechSee

APRIL 16, 2019

After all, happy agents mean happy customers. Improving customer experience (CX) creates better agents. A call center culture of excellence based on more personalized, collaborative, enjoyable and successful resolutions creates emotional bonds with customers that enhance brand loyalty from day one of the journey.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Customer Service, Customer Experience, CRM Cloud.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Integrity Solutions

FEBRUARY 15, 2019

Whether it’s keeping employees engaged and motivated or coaching agents to meet important goals related to conversion and cross-selling, managers are the key. In fact, some of the things managers are doing might actually be interfering with employee engagement, retention and goal achievement.

Contact Center 77

Contact Center Coaching Employee engagement Scripts 77

Global Response

FEBRUARY 9, 2023

Customer obsessed companies keep the customer’s satisfaction as their number one priority and focus obsessively on adding value to the customer experience. It’s a strategy where absolutely everything comes back to your customer and their needs. They simply needed to re-orient the wheel around their customers.

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

Customer Relationship Metrics

JULY 26, 2017

And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. This results in higher profits, lower costs, higher customer retention and referrals. An employee’s perception of control is significantly related to psychological ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

SharpenCX

JANUARY 21, 2020

And, while that doesn’t necessarily shed any new light onto our customer experience outlooks, isn’t it what all of our strategies are trying to do? When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. Access to customer information? Do they need more training?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold. 1 Accountability.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. 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.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. This training can be done in different forms, including on-the-job training, classroom training, shadowing, or online coaching platforms. Put another way, customer training helps businesses reduce customer churn rates.

Upselling 52

Upselling SaaS Advertising Marketing 52

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

FEBRUARY 25, 2019

Our research into Achievement Drive found another common element among high performers: a manager who recognizes potential, even if the advisor doesn’t see it in themselves, and who knows how to coach that person to constantly stretch their “area of the possible.”. They also understand that by coaching now, they’ll free up more time later.

Coaching 43

Coaching Feedback Management Personalization 43

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

aircall

JUNE 14, 2021

A busy call center doesn’t automatically mean that your customers are getting the type of customer experience you’ve trained your representatives to provide. Call center metrics and KPIs or provide an objective way for you to set team goals and measure team performance to ensure a good customer experience.

Call Center 62

Call Center Metrics First call resolution Wait times 62

ProProfs Blog

DECEMBER 12, 2019

Customer support? Whatever be the case, it is only a good customer experience that can make you recommend it to your loved ones. . How do you make your company customer-centric? . Research is the only way on which you can base the foundation for a strong and loyal customer base. . . Think of it as an added value.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. Ultimately, it boils down to providing customers with outstanding real-time service.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

APRIL 14, 2020

When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Download Now: Use contact center data to build customer experience strategies based on real customer needs. Research says companies with excellent customer experience have employees who are 1.5x

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Playvox

APRIL 27, 2023

It’s not surprising that CX centers that offer a wide range of digital engagement channels perform best. Great customer experience means meeting customers where they are, making it important to expand your channel offering. Address all challenges that come up — for customers and agents.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

SEPTEMBER 18, 2023

It enhances your agents’ performance, resulting in higher revenues, a higher first-time resolution rate, minimal human error, and a better overall customer experience. Real-time agent assistance also accelerates the onboarding process and helps managers coach new agents with on-the-job guidance and support.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

FEBRUARY 10, 2021

As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. Download Now] Use the data that lives in your contact center to improve your customer experience.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16