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.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

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

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. 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.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Do customers really want to take your survey?

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well.

Employee engagement 236

Employee engagement Morale Personalization Customer Experience 236

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. This is a serious issue in Customer Service and Support teams which rely heavily on teamwork to keep customers happy. So, how do you improve employee morale and motivation?

Morale 59

Morale Customer Support Employee engagement Metrics 59

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors. Specialties like customer service can feel nebulous.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Keep measurements simple!

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

CX Global Media

JANUARY 29, 2021

” How can you, as a leader, enhance customer experience with play? The post Awesome Ways to Enhance Customer Experience With These 3 things appeared first on Customer Experience Strategy and Tactics. Stephen Johnson once said, “The future is where most people are having fun.”

Customer Experience 156

Customer Experience Employee engagement Morale 156

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. Think about your customers and what they really want and need.

Morale 324

Morale Consulting Consulting Employee engagement 324

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Morale 78

Morale Gamification Contact Center Quality management 78

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. To engage and inspire your agents, you must lead morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Nicereply

MARCH 18, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. It seems obvious that highly motivated support agents will provide a higher level of customer experience, but in practice, focusing on motivation is difficult. Often, an individual’s morale isn’t discussed until a problem is noticed.

Customer Experience 52

Customer Experience Revenue potential Morale Employee engagement 52

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. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

Genroe

JUNE 25, 2015

By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. Share insights with customers and employees. If you only focus on the low scores it can drain morale.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s a never-ending hamster-wheel to entice engagement. Customer experience is customers’ realities compared to their expectations.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

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

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

Management 109

Management Employee engagement Morale Contact Center 109

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. Here are ways HR can help: Engagement.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

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

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their customer service agents fully.

Accountability 52

Accountability Customer Service Contact Center Morale 52

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge.

Gamification 227

Gamification Call Center Morale Contact Center 227

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Satrix Solutions

FEBRUARY 18, 2020

Coupling it with a broader set of employee engagement questions and pulse surveys are great ways to link the score to the feedback, and look for correlations between initiatives and the eNPS choice selection given by your employees. Employees value being asked what they think. Championship Teams.

Morale 78

Morale Employee engagement Surveys Feedback 78

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