Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Taylor Reach Group

DECEMBER 11, 2019

An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Failure to do so, not only does not deliver the expected and desired results but also could have negative impacts on employee morale and motivation. Keep measurements simple!

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

CX Global Media

JULY 12, 2019

Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

NOVEMBER 21, 2017

For agents to deliver their best, they need to feel engaged and dedicated to your organization. Google Hangout: How to Deliver Great Customer Service in a Crisis. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Consultant, Beyond Morale. Plus So Much More!

Contact Center 64

Contact Center Call Center Morale Employee engagement 64

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Google Hangout: How to Deliver Great Customer Service in a Crisis. VPs & Directors of Customer Experience. Consultant, Beyond Morale.

Self service 86

Self service Wait times Morale Call Center 86

Talkdesk

JUNE 28, 2016

Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace?

Customer Experience 40

Customer Experience Morale Employee engagement Customer centricity 40

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . When your team is happy, they ensure a better customer experience for your clients. Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Free your Phone!

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Call Design

NOVEMBER 14, 2021

As a result, customer service quality can drop, and agents can lose engagement and not take it seriously. Also encourage these people to spread the word about the game and to build excitement within the centre so that when it is launched, staff are engaged and excited about it.

Gamification 78

Gamification Consulting Consulting Management 78

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Research says companies with excellent customer experience have employees who are 1.5x

Metrics 84

Metrics Customer Service Employee engagement Morale 84

SmartKarrot

SEPTEMBER 24, 2020

The answer is simple, only when you reach absolute satisfaction can you route to stellar customer success. Satisfied employees tend to assist customers with a pleasant demeanor which gives a push to customer service. This hits the ultimate customer success channel, triggering the domino effect.

Employee engagement 10

Employee engagement Best practices Morale Surveys 10

ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

JustCall

MARCH 14, 2023

Change Your Communications from a Monologue to a Dialogue Speaking about relaying clear and transparent information to your employees, also remember to keep things two-way. Learn to listen to your employees. Personal problems take up a lot of a person’s energy and morale. Each employee should know what is expected from them.

Gamification 52

Gamification Call Center Morale Contact Center 52

ProProfs Blog

JUNE 26, 2019

Customer Feedback Survey Question Examples. Customer feedback surveys are targeted towards the most recent transaction a customer has with the brand. Take a look at how your customer service survey questions should ideally be framed. How would you rate your interaction with our employees?

Surveys 112

Surveys Feedback Education Employee engagement 112

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. of the variations in customer satisfaction. About OmniServ.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Silver Bullets.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Russel Lolacher

JANUARY 8, 2022

She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions. She’s the author, she’s an author, her book is called leading morale, the people skills to stop negativity and ignite contributions. Morale is not touchy feely stuff. Kate Nasser. Oh, thank you.

Construction 52

Construction Coaching Morale Personalization 52

SharpenCX

JUNE 9, 2021

A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. How do you make sure your customer service agents stay engaged? Practical Strategies for Managing Remote Customer Service Teams.

Management 67

Management Contact Center Employee engagement Engineering 67

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Nate Brown Director Of Customer Experience, UL EHS Sustainability. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120