GetFeedback

APRIL 24, 2019

Those in Product, Engineering, Marketing, and Sales all want happy, loyal customers that love the overall experience. These metrics have different advantages, but all can be integrated into the customer experience through the use of automated surveys. Improve engagements, such as survey completion rates and email open rates.

Morale 68

Morale Surveys Metrics Customer effort 68

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.

Call Center 81

Call Center outsourcing Business Process Outsourcing Morale 81

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 moral of the story is don’t let your contact center become an email hater.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 67

Self service Morale Surveys Customer Service 67

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 52

Self service Morale Surveys Customer Service 52

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! Positive language: That upgrade is available next month.

Customer Support 59

Customer Support Construction Feedback Surveys 59

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Back Office Centers

DECEMBER 28, 2023

A company’s engine room and back office run similarly. In the same way that a broken engine won’t start a car, poor back office administration will stop a business from running efficiently. This results in increased employee morale and a better return on investment. million by 2023.

outsourcing 40

outsourcing Finance Real estate Accountability 40

SharpenCX

APRIL 1, 2020

And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. Get 3x as many responses to CSAT surveys – customers (like Jenni’s) might already be happy, but if they don’t share feedback , your CSAT still suffers. And, so they don’t feel overwhelmed trying to reach your stretch goals.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Vistio

FEBRUARY 1, 2022

What are some of the things that you have seen throughout your time as managing agents most effective for boosting the morale of the customer service agents? That’ll cause frustration for the agent and the manager as well, who then has to go deliver the news to the engineering manager and then it’s just a whole mess.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

ChurnZero

MARCH 15, 2019

It’s in everyone’s best interest as they can be a drag on growth, a waste of resources, and harmful to employee morale and industry word-of-mouth. We will share benchmarking data from SaaS Capital’s eighth annual survey of private B2B SaaS companies and hear customer success best practices from ChurnZero.

SaaS 45

SaaS Best practices Morale Benchmark 45

aircall

JANUARY 11, 2017

Speedy service ranks high amongst these expectations: in a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers than “efficiency”, “knowledgeable agents”, and even “professionalism”. A Pew Internet study shows that 92% of people use search engines to find information on the web.

Self service 81

Self service CRM voip First call resolution 81

Genroe

JUNE 25, 2015

I have to admit that, as an engineer , in the past I have been guilty of just such thinking. There are very good reasons for that and they revolve around the sampling process in NPS and CSAT data collection, along with the ability for front line staff to manipulate customer perception of the survey process. I was wrong.

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. Through customized data, surveys, reviews, and convos with agents, find pain points and what’s holding you back from reaching goals.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

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. Schedule regular team meetings to boost morale, improve productivity, and increase efficiency and functionality.

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 moral of the story is don’t let your contact center become an email hater.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. noted that call centers with banks and call center agents fall victim to social engineering.

Call Center 345

Call Center Banking Accountability Engineering 345

C Space

OCTOBER 2, 2020

Nearly half of Americans surveyed said they support brands making donations to political organisations. The university is responding comprehensively to a pressing environmental and moral need for action with an historic announcement that demonstrates our determination to seek solutions to the climate crisis,” Toope said.

Sales 40

Sales Telecommunications Morale Technology 40

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. So not to destroy their morale, but because you want them to be better. Okay, best.

Feedback 102

Feedback Engineering Personalization Consulting 102

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

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. – DON’T LET UP! . … and gripe about what doesn’t – listen INTENTLY. Listen to ALL your people. Front-line, back-office, support staff. Empower staff to go beyond the “norm”.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

ClearAction

DECEMBER 31, 2017

That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. Why it matters: chronic issues drain your company’s and customers’ precious funds, resources and morale, with numerous negative ripple effects. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. With smart-routing, companies can also boost employee morale. Reuben Kats is the COO, Web Design Sales Engineer, and Customer Service/ Account Manager at GrabResults,LLC.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ClearAction

AUGUST 21, 2016

Engine = measurement program. Our voice of the customer portfolio included an annual relationship survey, quarterly service survey, ongoing installation survey, executive listening sessions, and customer report cards. Steering Wheel = organization and governance. Wheels = processes and tools. We didn’t stop there.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

ClearAction

APRIL 18, 2015

Use group sharing engines to share documents with strategies and knowledge across departments. Employee engagement is vital to CX because (1) technology, surveys, and intelligence are only as valuable as the actions that they inspire and enable, and (2) customer experience is shaped by the ripple effect of each department across the company.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

Russel Lolacher

JUNE 13, 2022

Because though people don’t do it intentionally, sometimes it’s the nature of their work, where it’s just so involved, or, for instance, and for me, I work in a communications group in more of an engineering organization. Like what’s, what’s the engine for? So the client had customer surveys, right?

Coaching 59

Coaching Engineering Personalization Feedback 59

ClearAction

DECEMBER 15, 2015

By anticipating what customers want and how customers will react to a team's decisions and deliverables, mis-steps can be avoided, saving significant time, effort, morale, and costs both for your company and for your customers. Anticipation is integral to value creation. Brilliance by Pattern Discovery.

Customer Experience 63

Customer Experience Employee engagement Construction Feedback 63

Squelch

DECEMBER 19, 2019

So you can deal with 1000 cases in a day, and 999 of them go really well, and you get great survey feedback. Given the typical focus on the negative that you described, what strategies do you use to celebrate successes and keep employee morale high? But then on one of them, you screw up in a big way.

Coaching 52

Coaching Customer Service Finance outsourcing 52

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. A recent Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Value in Customer Satisfaction.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

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

Help Scout

JANUARY 13, 2019

Increase morale on the team. Feeling this sense of prestige will contribute to better morale, especially for long-term members of your staff. At GitLab, Lee Matos, Support Engineering Manager, breaks their summary down into four sections: Actionable, Kudos, Metrics, and Random. “We Elevate the profession as a whole.

Morale 40

Morale Engineering Metrics Management 40

Comm100

OCTOBER 17, 2017

The problem is, you can send out customer survey customer survey after customer survey – despite your best efforts to make a connection, oftentimes you never end up hearing back. Research from OpinionLab shows that 66% of customers prefer to give feedback by actively reaching out – not by taking surveys. Win New Fans.

Customer Service 49

Customer Service Customer Care Feedback Surveys 49