Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Surveys 52

Surveys Customer Service Self service Chatbots 52

ShepHyken

AUGUST 6, 2023

That includes B2C, B2B, and G2C (Government to Citizen). My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 175

Surveys Education Enterprise Technology 175

Hero Digital

MARCH 9, 2020

Over the last decade, marketers refined their strategy, becoming hyperfocused on account-based marketing (ABM) and genuine “personalization” of audiences. Humans are naturally great at personalization—we just need to translate this into our technology. So how can you scale 1:1 human interactions with tech?

Personalization 52

Personalization Technology B2C B2B 52

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. Translating Trust.

Government 305

Government Advertising Surveys Marketing 305

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. Retail (Click & Mortar), 46.6% Technology, 39.4% Utilities, 37.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. Dieters dip into the pint after work or school or dealing with children or bosses or government committees. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. For example. It is later in the day.

Government 353

Government CRM Personalization Customer Experience 353

Interactions

JANUARY 20, 2022

According to a recent survey by Experian , the average debt balance per adult in the U.S. A recent Harris Poll Survey found that 23% of consumers said that they prefer interacting with a virtual agent (instead of a human agent) when dealing with uncomfortable or embarrassing financial information. was $92,727.

Virtual Agent 125

Virtual Agent Government Surveys Technology 125

Beyond Philosophy

JULY 6, 2023

Therefore, the government had shops charge customers for giving them plastic bags for their purchases. Their survey responses? So, what they say on a survey or Yelp review is suspect at some level, because of these biases. Having those moments personally will make it much easier to come up with small things you can fix for them.

Government 195

Government Surveys Education Customer retention 195

Interactions

JANUARY 20, 2022

According to a recent survey by Experian , the average debt balance per adult in the U.S. A recent Harris Poll Survey found that 23% of consumers said that they prefer interacting with a virtual agent (instead of a human agent) when dealing with uncomfortable or embarrassing financial information. was $92,727.

Virtual Agent 118

Virtual Agent Government Surveys Technology 118

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. However, most existing VoC approaches rely on collecting customer feedback through surveys. They don’t reach everyone Not everyone will have the time or inclination to complete a survey. Published on: March 07, 2018.

Surveys 49

Surveys Best practices Feedback Government 49

Beyond Philosophy

MAY 24, 2016

Keller Fay defines an influencer (as distinct from someone who makes, or is likely to make, a recommendation) as “a person who has a greater than average reach or impact through word-of-mouth in a relevant marketplace”. These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives.

B2B 236

B2B Government B2C Consulting 236

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. It means that a whopping two thirds (66%) of consumers are cautious about spending.

Customer Experience 149

Customer Experience Finance Government Feedback 149

CSM Magazine

MARCH 30, 2022

Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self service 59

Self service Real estate Customer Service Wireless 59

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. One way to ensure your company stands out from the competition is by personalizing the customer experience. By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

ChurnZero

JUNE 18, 2021

Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection. ChurnZero is headquartered in Washington, D.C. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. The Sunday Times survey is widely respected but also hugely important as it is based on comments from our employees across a range of areas.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

Callminer

MARCH 12, 2020

The “Health Insurance and Portability Act” or HIPAA governs key aspects of handling private health information within the US. Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

ClearAction

NOVEMBER 14, 2022

An attitude of gratitude is the source of growth personally and in relationships with fellow employees. JTBD are the ultimate outcomes a person seeks through their relationship with your brand. Craft your surveys and engagement efforts in accordance with JTBD and intrinsic motivators.

Government 71

Government Enterprise Surveys Personalization 71

NobelBiz

MARCH 12, 2024

Customers today expect seamless and personalized interactions across all touch points. Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Russel Lolacher

JANUARY 25, 2021

By establishing and maintaining relationships on a personal level across social platforms, you are also highlighting the value of your brand/organization/program/project for the world to see. An easy way to think about it is look at your personal life. In the latest 2021 edition, as in previous years, trust isn’t high. OK, so what?

Government 119

Government Scripts Personalization Feedback 119

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. Agents in our survey were resounding in their praise for remote work arrangements. But one thing many contact centers are missing is a remote work company policy.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Horizon CX

OCTOBER 2, 2023

And still, Store Management at both locations was abuzz for two days because “that guy” (me) broke protocol and placed the order before the grill Supervisor did a personal visual check, and before that Supervisor gave me a personal and verbal ok over the phone. SUPERVISOR: Scott, we need more surveys. Get more surveys.

Surveys 52

Surveys Airlines Government Management 52

CSM Magazine

OCTOBER 28, 2022

In addition, having secure virtual meeting tools can help individuals in your organization stay on track, increasing productivity while lowering the overhead of being in person. In a recent survey, McKinsey & Company found that 35% of job holders work from home full-time, with another 23% doing so part-time.

Education 52

Education Government Finance Surveys 52

Hello Customer

AUGUST 24, 2020

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. In the past, we used long surveys, but we were not getting out of it what we needed. Luminus proves that it’s certainly possible to build a personal connection with your customer, no matter the size of the company.

Marketing 81

Marketing Coaching Government Feedback 81

COPC

JULY 23, 2021

No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. The Philippines’ government-imposed lockdown, one of the strictest in the world, added more complications to the issue. Following the surveys, COPC Inc.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Tethr

MAY 6, 2020

As stay-at-home and social distancing efforts continue to help flatten the curve, government officials across the U.S. First and foremost, each return to office plan must comply with applicable government orders and guidance from federal, state and local officials. have started loosening restrictions. First things first.

Transportation 73

Transportation Government Feedback Consulting 73

Russel Lolacher

JANUARY 4, 2021

I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. What are the key leadership competencies needed to enable digital transformation in government? Understand your audience – What matters to them?

Government 83

Government Surveys Coaching Personalization 83

Hodusoft

OCTOBER 26, 2023

Many government organizations use them to send important and urgent updates. And various marketing and research companies use them to conduct surveys and take feedback. billion robocalls between January and August 2023, and each person receives about 17 spam calls every day. Now, not all robocalls are bad.

Telecommunications 52

Telecommunications Government Education voip 52

NobelBiz

FEBRUARY 14, 2023

By having a thorough customer view, contact centers can better understand their clientele and provide more personalized service. And with this information, contact centers can offer a more personalized service to their customers. The data usually includes information such as customer demographics and purchase history.

Contact Center 52

Contact Center CRM Journey mapping Government 52

Global Response

FEBRUARY 26, 2024

Compliance with regulations : Medical call centers must comply with regulations governing healthcare, data protection, and patient rights. Agents are easily accessible and trained to provide personalized assistance and empathetic support. All of this contributes to better patient care and higher satisfaction.

Best practices 62

Best practices Call Center Healthcare Education 62

Global Speech Networks

MAY 18, 2021

Survey Participation is critical to a successful Customer Experience Improvement program. The acceptable margin of error and the confidence level will be different for every organisation, every survey question, and most significantly, for the importance and sensitivity of the decision that will be made from the data.

Surveys 52

Surveys Feedback Government Best practices 52

Help Scout

JULY 1, 2021

Currently, most countries have specific laws governing how health-related information is stored and shared, such as HIPAA in the U.S. For example, if you’re an in-person clinic, you might set up a check-in station so patients don’t have to wait on staff to check them in. Create clear procedures for sensitive information.

Healthcare 105

Healthcare Customer Service Feedback Surveys 105

CSM Magazine

APRIL 21, 2020

A recent survey has revealed how contractors currently feel about the IR35 changes. Contractor views on IR35 have been provided by a recent survey carried out by Interim Partners, who supply temporary staff such as an interim director to businesses. So, do contractors truly understand the in and outs of the IR35 changes?

Government 52

Government Surveys Personalization 52

COPC

JUNE 10, 2021

In a recent survey conducted by COPC Inc., According to the CXMB Series 2020 Corporate Edition report produced with our partners at Execs in the Know, 62% of survey respondents will not revert to pre-COVID-19 staffing models. government. What are those new priorities? VMOs shared which priorities they’ll focus on this year.

Real estate 52

Real estate Management Government Business Process Outsourcing 52