Beyond Philosophy

APRIL 3, 2021

Oxford University’s anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain’s capacity. Understanding why this is can help you optimize your ability to manage your team, your business, and even your social media feed. How can we help?

Management 195

Management Consulting Consulting Surveys 195

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

CCNG

NOVEMBER 22, 2023

Supervisors, Managers, Directors, and all members of the departmental leadership team can implement strategies to foster an environment of inclusion and create Rock-Solid Employee Engagement. Host a communication game where everyone tells a story and the last person tells the story out loud to the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

CSM Magazine

JANUARY 8, 2024

In this most recent case, we provided a complete and modern cloud contact centre platform, including identity management provision (including Multi-Factor Authentication), within 8 hours. About the Author Rob Scutchings is Chief Technology Officer at Sabio Group. This enabled secure agent access from anywhere (i.e.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Surveys 62

Surveys Benchmark Feedback Best practices 62

Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! More importantly, the company employed a new way to game their customer surveys — resulting in ONLY the data they want to see and discarding the rest. Eastern time!

Surveys 62

Surveys Feedback Advertising Accountability 62

SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

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

delighted

MARCH 29, 2022

Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. What is an employee satisfaction survey? An employee satisfaction survey measures how satisfied employees are working at your organization. Why do employee satisfaction surveys matter?

Surveys 89

Surveys Feedback Morale Management 89

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness. Timing is still an important factor.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

Beyond Philosophy

OCTOBER 19, 2023

Then, researchers asked a second group to fill out a survey on the posters that asked questions and sought feedback from several perspectives. Then, the researchers had undergraduates choose a poster after the survey and analysis. In other words, the first group chose intuitively, and the second group rationally.

Journey mapping 222

Journey mapping Sales Surveys Education 222

Aspect

JUNE 23, 2020

The good news is that Aspect® Workforce Management tools can help you meet these challenges. Collect employee preference by a survey to participate in a pilot group or return in later phases of facilities occupation. Seat Management. Employee Preference. Scheduling.

Contact Center 139

Contact Center Management outsourcing Surveys 139

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

COPC

OCTOBER 31, 2022

Transform Vendor Management into Partnership Success. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1).

Management 79

Management outsourcing Government Multichannel 79

ShepHyken

MARCH 31, 2021

Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Conduct a Focus Group. By the way, if you can’t meet in person, you can always do a virtual focus group. Focus on Feedback. Spend a Day on the Front Line.

Feedback 381

Feedback Surveys Customer Service Sales 381

Andrew Mcfarland

SEPTEMBER 25, 2022

Depending on how well it is managed, this value can be manipulated through an organization’s project management. To measure business value, project managers often use cost and schedule measures. Business value is also measured through customer satisfaction surveys. It is managed.

Management 62

Management Metrics Government Surveys 62

ShepHyken

NOVEMBER 15, 2023

Don’t use all your VoC tools at once Every VoC program requires a diverse and high-quality data set to be of use, drawn from all the usual surveys, focus groups, interviews, and review analysis, as well as passive VoC methods, such as website behavior data.

Morale 144

Morale Feedback Upselling Surveys 144

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM. For example: .

Surveys 98

Surveys CRM Upselling Analytics 98

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. Your brand relies on these 3 groups for growth.

Metrics 62

Metrics Management Sales Surveys 62

ShepHyken

JULY 23, 2021

He writes about how using a learning management system (LMS) expedites employee skill development in your organization. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .

Feedback 396

Feedback Surveys Management Employee engagement 396

Playvox

OCTOBER 6, 2021

The group is often viewed as competitive and individualistic. Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Conduct regular surveys for a snapshot of employee needs and preferences.

Contact Center 75

Contact Center Management Surveys Coaching 75

ProProfs Blog

DECEMBER 14, 2020

That’s when you try out email surveys, and the results are excellent. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey. Given that surveys can provide you with a valuable wealth of insights, leveraging them should be a top priority for businesses.

Surveys 78

Surveys Marketing Enterprise Feedback 78

ProProfs Blog

DECEMBER 14, 2020

That’s when you try out email surveys, and the results are excellent. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey. Given that surveys can provide you with a valuable wealth of insights, leveraging them should be a top priority for businesses.

Surveys 78

Surveys Marketing Enterprise Feedback 78

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

Integrity Solutions

SEPTEMBER 2, 2022

Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations. The Manager’s Role in Employee Engagement and Job Satisfaction. You hear it all the time: People don’t leave jobs, they leave managers.

Management 119

Management Coaching Employee engagement Surveys 119

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

Beyond Philosophy

DECEMBER 8, 2023

05:29 Ryan shares his mini framework that he teaches his grad students, the three groups of repeat business motivations. Complete this short survey. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. How can we help? Please tell us how we are doing!

Airlines 222

Airlines Consulting Consulting Education 222

CCNG

AUGUST 21, 2021

No senior manager mentioned compensation as a “most useful thing that you or your organization provides specifically to supervisors to help them succeed.” The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. However, without any appropriate strategies for customer master data management, this wealth of information will always be unused.

Best practices 62

Best practices Management Upselling Sales 62

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Of this group, 61% say they have fallen as a result of frustration due to recession fears or staff shortages. ’ About Limitless.

Customer Service 93

Customer Service Management Surveys Sales 93

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

Surveys 195

Surveys Consulting Consulting Metrics 195

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195