ProProfs Blog

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

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Employee engagement Surveys Brand ambassadors Morale 158

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. To thread this needle, we’ve identified four key areas that, since being addressed, have led to elevated customer experiences: . Happy Enabled Employees = Happy Customers. Voice of Customer.

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Customer Experience Transportation Feedback Metrics 346

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Here are five ways to turn disconnected customers into loyal customers: .

Customer Experience 248

Customer Experience Advertising Employee engagement Sales 248

CCNG

OCTOBER 11, 2023

Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.

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CCNG Customer Experience B2C Finance 195

delighted

JUNE 22, 2021

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work. Why is employee engagement so important?

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Employee engagement Surveys Feedback Personalization 66

Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

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Employee engagement Contact Center Schedule adherence Morale 133

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface.

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Employee engagement APIs Surveys Feedback 94

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

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Customer Experience Journey mapping Customer centricity Surveys 385

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc., At COPC Inc.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

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Employee engagement Consulting Consulting Enterprise 170

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. They’re tuned in.

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Feedback Customer Experience Customer centricity Employee engagement 118

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

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CCNG Technology Employee engagement Government 195

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

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Customer Experience Metrics Feedback Analytics 94

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. And what if the stream were to flow backward, can the success of a business result in better engagement? Aon Hewitt.

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Employee engagement Coaching Surveys Construction 96

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

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Customer Experience Gamification Benchmark Chatbots 89

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. PeopleMetrics LIVE!

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Customer Experience Employee engagement Surveys Accountability 133

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. Introduce Employee NPS® (eNPS).

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Call Center Weekly

APRIL 15, 2019

TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I’M WRITING THIS ARTICLE FOR TWO REASONS: 1. CX is not a fad. Q: WHY IS GENDER EQUALITY IMPORTANT?

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Customer Experience Employee engagement B2C Education 127

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

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Healthcare Customer centricity Employee engagement Surveys 312

ShepHyken

AUGUST 18, 2023

AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences.

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Customer Service Employee engagement Chatbots Morale 156

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc., At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Satrix Solutions

AUGUST 31, 2020

I genuinely enjoy being asked, partially because we have so many great examples , but more because it reveals an important mindset of the prospective buyer: they understand why feedback from relevant groups should always be considered when making important decisions. Actioning Customer and Employee Feedback.

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Feedback Employee engagement Coaching Best practices 78

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Get employee feedback.

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Employee engagement outsourcing Call Center Answering services 60

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

aircall

JANUARY 28, 2019

Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member. Relay Feedback. Clear Questions.

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Employee engagement Surveys Morale Feedback 67

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

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Customer Support Employee engagement Call Center Scripts 315

ShepHyken

APRIL 27, 2021

How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Businesses need to get feedback from a variety of customers.

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Employee engagement Feedback Customer Experience Sales 380

ShepHyken

MAY 9, 2023

A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience. The frontline is important, but we need all employees to act based on the feedback of the customers. Be open to really listening to the customer.

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Surveys Feedback Employee engagement Customer Service 156

Customer Experience Matters

FEBRUARY 28, 2019

employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More.

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Feedback Employee engagement Benchmark Customer Experience 88

Etech GS

APRIL 16, 2019

While nearly every company will agree that keeping the customer experience (CX) at the forefront of any business strategy is key to maximizing growth and overall success, it’s certainly no longer the only important factor. Going Above Engagement To Focus on Overall Employee Experience.

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Employee engagement Surveys Feedback Sales 56

360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback is BIG feedback! Your employees hate their jobs. Your social media is stagnant.

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Feedback Customer centricity Consulting Consulting 132

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. The post 4 Ways to Improve Employee Engagement appeared first on Clarabridge.

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Employee engagement Feedback Customer Experience Call Center 68

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

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Customer Experience B2B Surveys Construction 122