Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Done right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. Coaching helps develop your agents’ skills. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 186

Employee engagement Big data Analytics Education 186

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. Even when they aren’t.

Consulting 368

Consulting Consulting Employee engagement Customer Experience 368

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 150

Employee engagement Big data Analytics Education 150

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Create a CX journey for your employees The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ijgolding

JANUARY 17, 2017

In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Do you know what you are supposed to be doing for your customers?

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

aircall

AUGUST 4, 2021

Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives. Focus on Employee Engagement. The Importance of Team Building in a Hybrid Workforce.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Fonolo

OCTOBER 21, 2021

Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. How to Foster Agent Engagement in a Hybrid Contact Center. Read on to find out.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Create a CX journey for your employees. The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX. Here are 7 tips things we came up with: ,,, 1.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Up Your Service

APRIL 1, 2018

Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences. The second Disruptor of Customer Experience is Digital Transformation. So what is needed?

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Up Your Service

APRIL 1, 2018

Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences. The second Disruptor of Customer Experience is Digital Transformation. So what is needed?

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

SharpenCX

MAY 12, 2020

To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Customer Experience Matters

DECEMBER 18, 2018

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise. And the trends they shared Read More. And the trends they shared Read More.

Customer Experience 86

Customer Experience Management Employee engagement Marketing 86

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

Taylor Reach Group

JANUARY 6, 2023

These investments will improve efficiency and improve the service that the centers deliver and that we, as customers, consume. This won’t be an overnight exercise; technology projects can be delayed and won’t yield results instantly. . There will also be benefits…big benefits.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Then compare what people wrote.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It appeared on their blog on January 7, 2016.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. Even the most employee-centric contact centers must confront agent burnout occasionally. Triage Immediately.

Morale 100

Morale Agent burnout Contact Center Coaching 100

ClearAction

NOVEMBER 14, 2022

Show employees at every level how their decisions and handoffs affect others. This can be done in many ways, such as a “ 6 degrees of separation ” exercise. You can inject these gratitude benefits into your strategies for employee experience and customer experience by aiming for almost-automatic CX excellence.

Government 71

Government Enterprise Surveys Personalization 71

Customer Service Life

NOVEMBER 7, 2020

Continuous training and improvement – When I talk about training, I’m talking both about job-related training as well as exercises, like Strengthsfinder, that focus on personal development. This was my answer to the Customer Experience Question of the Day (#CXQOTD) for November 6.

Contact Center 71

Contact Center Employee engagement Personalization Customer Service 71

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. Articles on Employee Empowerment.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities.

Coaching 91

Coaching Customer Service Scripts Morale 91

Fonolo

NOVEMBER 23, 2017

Take this time to relax, exercise your brain, and stay optimistic about getting your problem solved. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Jim Rembach is a customer service and employee engagement expert. Reorganize Your Furniture. Jim Rembach.

Self service 86

Self service Wait times Morale Call Center 86

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Airlines 52

Airlines Employee engagement Finance Personalization 52

PeopleMetrics

JUNE 26, 2015

To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. If you don’t think a customer’s first interaction with one of your employees matters—well, you’re either out of business, or you’re biding your time. Engage employees and treat them well.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. This is significant data because high resignation rates can drive poor customer outcomes and increase operating costs.

Contact Center 77

Contact Center Gamification Surveys Management 77

Etech GS

APRIL 1, 2019

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. Don’t make the employees nervous. To get your employees engaged, you need to explain why you are carrying out monitoring.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

SharpenCX

JULY 23, 2020

Without a commute, employees have more time to spend with family and to care for themselves. By working from home, your agents have more time for exercise and will be more likely to eat home-prepared meals. And, they have more time and flexibility to engage in hobbies and educational or charitable pursuits.

Contact Center 101

Contact Center Call Center Education At home agents 101

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program.

Accountability 52

Accountability Customer centricity Employee engagement Management 52

Taylor Reach Group

OCTOBER 31, 2021

Adding a chance for the agents to discuss what they find stressful can be helpful, as can meditation, mindfulness, and clearing exercises. To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation.

Contact Center 65

Contact Center Coaching Consulting Consulting 65