SharpenCX

OCTOBER 8, 2019

We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Skybridge

NOVEMBER 6, 2020

Not a week goes by that I don’t find myself in a conversation with a company leader who is sincerely struggling to keep their at-home employees engaged, enthusiastic, and productive at work right now. If you would like to know more about how we can help you achieve your customer experience goals, please reach out.

Morale 40

Morale Coaching Customer Care Employee engagement 40

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. When employees are satisfied with their work challenges, perks, benefits, etc.,

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons. ” People make up organizations and therefore are their moral centers.

Sales 52

Sales Morale Coaching Surveys 52

Beyond Morale

SEPTEMBER 30, 2013

Over the past several years I am mind-blown at how many organizations are on the quest to create more customer-centric workplace cultures. I spend a lot of my life working with customer experience and contact center leaders. Without customers they would not exist. Everybody is looking for it.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

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

Aria Solutions

JUNE 6, 2018

That’s not the whole picture, but enough for employees to be less engaged, enthusiastic, and committed to their job. . Interestingly, I came across a report called “ The Worldwide Employee Engagement Crisis ” which states that employee engagement levels in the US haven’t improved in the past 17 years.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. But it gets so much worse when we discuss the engagement levels of contact center employees. But it gets so much worse when we discuss the engagement levels of contact center employees.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. But it gets so much worse when we discuss the engagement levels of contact center employees. But it gets so much worse when we discuss the engagement levels of contact center employees.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Noble Systems

SEPTEMBER 3, 2019

Of course, automated feedback is not meant to be a substitute for one-on-one feedback and coaching, but it does help to provide frequent feedback to complement these sessions. Afterall, contact center agents have a huge impact on customer experience, satisfaction and loyalty.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Russel Lolacher

AUGUST 15, 2018

What if no matter what you did to better serve your customer, it didn’t matter at all? This is the Customer Experience Storytime tale of… A Delivery Most Foul. Of course, the experience was to be expected from this delivery company: they barely acknowledge Anna’s existence for their last exchange.

Morale 48

Morale outsourcing Personalization Sales 48

ShepHyken

AUGUST 4, 2016

Data inspires confidence because it serves as a rational, objective bottom line that provides order and structure to the customer experience. It appeals to the logical, pattern-oriented left brain, involved in making decisions that shape the customer experience.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Russel Lolacher

AUGUST 15, 2018

What if no matter what you did to better serve your customer, it didn’t matter at all? This is the Customer Experience Storytime tale of… A Delivery Most Foul. Of course, the experience was to be expected from this delivery company: they barely acknowledge Anna’s existence for their last exchange.

Morale 40

Morale outsourcing Personalization Sales 40

Fonolo

SEPTEMBER 28, 2021

Of course, all new positions come with learning curves. According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. So #callcenter managers, be sure to keep your agents engaged! Remember the acronym S.M.A.R.T

Call Center 150

Call Center Management Agent burnout Employee engagement 150

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement.

Best practices 251

Best practices Wireless Enterprise Engineering 251

ClearAction

DECEMBER 15, 2015

Customer Experience for the Future — Key #5: Momentum Drives Company Growth. New customers and returning customers are the fuel of company growth. Company growth is the ultimate reason for customer experience management, and companies that drive organic growth are more likely to thrive in the future.

Customer Experience 63

Customer Experience Employee engagement Construction Feedback 63

Playvox

FEBRUARY 23, 2022

Are your employees excited to come to work each and every day? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call center KPIs give insight into your agents’ interactions with customers. Call Quality. Average Transfer Rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

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. This approach saves time for the agent and enhances the customer experience.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Callminer

OCTOBER 11, 2018

Employee engagement. However, it is extremely important for customer satisfaction since call center agents are the key to creating and retaining customers. Call center agents work in customer-facing roles and, therefore, can make or break the company’s reputation in an instant. Of course, no.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Voxjar

MARCH 10, 2020

The importance of quality customer service is something that cannot be ignored in today’s, “Age of the Customer” “Just one phenomenal customer experience can make a world of difference when it comes to word-of-mouth promotion”. Provide alerts to identify “at-risk” and satisfied customers.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. Robyn Petree-Guzman, and here is why they’re awesome. Absolutely.

Coaching 59

Coaching Engineering Personalization Feedback 59

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52