Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention. – DON’T LET UP! . … and gripe about what doesn’t – listen INTENTLY.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Nicereply

JANUARY 5, 2021

Train agents to use positive language as part of experience engineering. Using a post-interaction customer satisfaction survey can help you spot where customers have unresolved issues. Build a workflow to help your team members jump on these survey responses quickly! Send personalized messages to customers.

Customer Support 59

Customer Support Construction Feedback Surveys 59

Quiq

JULY 28, 2022

And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. Agents might not feel supported by their leaders, which could lead to low morale and faster burnout as a result. Be sure to solicit customer feedback through frequent customer satisfaction surveys. Great, right?!

Customer Service 90

Customer Service Wait times Airlines Morale 90

TeleDirect

MAY 20, 2019

The resources, time, and money required to meet your own demanding standards often override realistic projections, which in turn negatively impacts employee morale and your bottom line, just to name a few factors. Surveys and feedback are just a few important elements of TeleDirect’s outbound services. Too “futuristic.”

Call Center 81

Call Center outsourcing Business Process Outsourcing Morale 81

Quiq

MAY 26, 2022

Personalization. They want personalized recommendations, purchase history, and some personal information available to agents whenever they engage with customer service. In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The moral of the story?

Self service 52

Self service Morale Surveys Customer Service 52

NICE inContact

AUGUST 21, 2019

For the business study, they surveyed contact center leaders in US, UK and Australia (~900) and compared their responses to consumers who reported on their own customer service experiences (~2,400 consumers). The key is deployment of technology that will be able to read and understand personalized requests and respond in a like manner.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

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. One way to fight a gloomy morale in your contact center is to create connections within your remote team. Burnout can lead to low motivation.

Management 67

Management Contact Center Employee engagement Engineering 67

Vistio

FEBRUARY 1, 2022

I think the other one is that they’re lazy or they may just not really care about the other person on the other lines, so those three things. Kind of acknowledging that it’s not that person’s fault sometimes, I mean sometimes maybe, but not all the time. That’s one of them. Oh, the people don’t care.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Genroe

JUNE 25, 2015

I have to admit that, as an engineer , in the past I have been guilty of just such thinking. Team NPS targets and Personal development plans. The focus should be much less on the score and much more on the personal development plans of the people in the team. If you only focus on the low scores it can drain morale.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

SharpenCX

SEPTEMBER 17, 2019

In fact, a recent survey from Celonis found that at least 45% of executives don’t know where to begin when it comes to developing a digital transformation framework & strategy. Do your agents have the tools they need to deliver personalized and knowledgeable experiences to customers? What prolongs resolutions for your customers?

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

Squelch

DECEMBER 19, 2019

Seeing how proud my team is of what we’re achieving is personally so, so rewarding. I never take it personally, and I always try and coach my team to think about what’s going on for that customer. So you can deal with 1000 cases in a day, and 999 of them go really well, and you get great survey feedback.

Coaching 52

Coaching Customer Service Finance outsourcing 52

aircall

JUNE 25, 2021

This is much like how a car works best when it’s well-maintained, well-engineered, and driven properly. . A survey even showed that 57% of operators do not have automation projects scheduled in the near future. Personalize customer interactions. What Is Operations Management? Use CRM integrations to connect conversations.

Management 62

Management Education Call Center virtual call center 62

NICE inContact

AUGUST 21, 2019

For the business study, they surveyed contact center leaders in US, UK and Australia (~900) and compared their responses to consumers who reported on their own customer service experiences (~2,400 consumers). The key is deployment of technology that will be able to read and understand personalized requests and respond in a like manner.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Russel Lolacher

MAY 7, 2023

Before that she was the VP of Engineering Practice at Autodesk, helping their culture be more inclusive. And before that job, she was the VP of engineering practice at Autodesk helping their culture become more inclusive. Russel Lolacher And the odd thing too is it’s so personalized. It’s such a personalized thing.

Feedback 102

Feedback Engineering Personalization Consulting 102

Russel Lolacher

JUNE 13, 2022

First question I asked every single person and it can be good, it can be bad, I guess it really depends on how you want to start your day when you relive this memory, which is I’m gonna start with you, Robin, what’s your best or worst employee experience? Like what’s, what’s the engine for? Keith Kmett.

Coaching 59

Coaching Engineering Personalization Feedback 59

ClearAction

APRIL 18, 2015

Use group sharing engines to share documents with strategies and knowledge across departments. Focus employee metrics more on CX enabling behaviors, less on survey ratings. Employee engagement is improved when they get regular personalized customer feedback on their ability to satisfy (or otherwise). —@tcrawford.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

ClearAction

AUGUST 21, 2016

When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations. Engine = measurement program. How do you know when you have it? Steering Wheel = organization and governance.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

Comm100

FEBRUARY 20, 2018

Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. According to VentureBeat , “Even if a person makes a ‘call me’ command to connect with a live agent after initiating a Chatbot interaction, a contact center pays about 33 percent less for outbound calls than inbound calls.”.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Comm100

OCTOBER 17, 2017

The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Research from OpinionLab shows that 66% of customers prefer to give feedback by actively reaching out – not by taking surveys.

Customer Service 50

Customer Service Customer Care Feedback Surveys 50