Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ? Education levels vary too.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. They focused their attention on the customer-facing teams at first. First, they handle recruitment and talent acquisition.

Finance 195

Finance Customer centricity Accountability Technical Support 195

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 109

Chatbots Enterprise Scripts Virtual Agent 109

Bill Quiseng

DECEMBER 6, 2023

FIND KEEP Your business success is not dependent on how many candidates you find. FIRST BEST First, be the best for your employees. Then, you will be first among your competitors. Ultimately, your employees will exceed customer expectations. ASSETS Your employees are not your most important assets.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Even more chilling, 20 percent of companies fail in their first year. When you start your own business, you need to work hard. Many years ago, I decided to be a conference speaker on Customer Experience.

Consulting 221

Consulting Consulting Finance Education 221

24-7 InTouch

MAY 14, 2024

BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia.

Business Process Outsourcing 59

Business Process Outsourcing Customer Experience outsourcing Benchmark 59

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. We discussed these stories in a recent podcast , starting with the European Super League.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

FEBRUARY 1, 2021

They were not promoting any particular car model, any features, or technology but just getting a message (in primetime) out there that they are working towards using sustainable materials. . The basis for many customer decisions has shifted. I know what Hyundai were onto. That number rises to 74 % for 18- to 39-year-olds.

Marketing 369

Marketing Consulting Consulting Construction 369

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. A lack of engagement can lead new hires to reconsider their decision before starting. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Identifying top talent starts with the right key performance indicators (KPIs).

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Beyond Philosophy

JUNE 4, 2020

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Sutherland means that by making a tiny (and often inexpensive) change to your experience, you can affect customer behavior in a significant way. Dare to be trivial. .

Consulting 390

Consulting Consulting Advertising Analytics 390

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business.

APIs 109

APIs Enterprise Technology Self service 109

BlueOcean

JULY 20, 2023

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In-person negotiations with successful bidder.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 356

Customer Experience Airlines Customer centricity Surveys 356

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

Customer Service 107

Customer Service Coaching Contact Center Banking 107

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

Call Center 62

Call Center outsourcing Finance Healthcare 62

The Northridge Group

JANUARY 26, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor.

Healthcare 122

Healthcare Coaching Contact Center Management 122

24-7 InTouch

JANUARY 23, 2024

The Importance of Well-Being Programs It’s not enough to have standalone well-being programs – they must be interwoven into the fabric of the brand’s culture. This integration can start from the recruitment and selection process, ensuring that potential hires align with the company’s well-being values.

Metrics 52

Metrics Surveys Technology Personalization 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. India and the Philippines are common offshore locations.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face. As I mingled with our many customers and invited guests, two takeaways immediately became clear.

Customer centricity 105

Customer centricity Journey mapping Banking Consulting 105

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Here’s the shortlist of tips: At the risk of sounding like Captain Obvious, start with the basics. Narrow down by intangibles first.

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

aircall

JUNE 28, 2022

We believe that in these uncertain times, our customers, prospects, and partners deserve transparency. It took us eight years of sweat, grit, mistakes, and successes to get there. More than the vanity “unicorn” status that we reached in June 2021, Aircall is a story of hard work, resilience, team spirit, and ambition.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. A starting point for all of this is to calculate your call center’s attrition rate.

Call Center 87

Call Center Contact Center call center workforce Morale 87

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. 10 ways to really kick goals and create agent success include: Create a Plan. Start Onboarding Before The First Call.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 62

Contact Center outsourcing Government Customer Care 62

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. Uniphore: How do you start your day? Being an early riser, some of my best and most creative thinking occurs before I even get to work!

Customer centricity 98

Customer centricity Marketing Technology Personalization 98