Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. However, it is of critical importance that every employee’s experience with your company be taken seriously. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Virtual Live Labs

DECEMBER 13, 2021

Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations. In addition, employees’ lives are evolving. Below this obvious fact lies the key - it is the actions of leadership and the emotions of the employees that represent the dual struggle for companies.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations. In addition, employees’ lives are evolving. Below this obvious fact lies the key - it is the actions of leadership and the emotions of the employees that represent the dual struggle for companies.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers.

Surveys 170

Surveys Enterprise Consulting Consulting 170

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. You focus on product sales and performance at team meetings.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Make no mistake: dashboard fatigue is very real so you need to balance engaging employees in the company’s CX efforts with information overload.

Journey mapping 182

Journey mapping Metrics Telecommunications Sales 182

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Make no mistake: dashboard fatigue is very real so you need to balance engaging employees in the company’s CX efforts with information overload.

Journey mapping 182

Journey mapping Metrics Telecommunications Sales 182

Creative Virtual

JULY 21, 2022

The Journal always features a variety of thought leadership articles focused on achieving better outcomes for customers and employees. While conversational AI tends to be associated with delivering easy customer self-service, I encouraged readers not to overlook its value for employee self-service, too.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. And when these solutions are used to provide ongoing recognition to employees for outstanding performance, they enhance agent engagement and reduce employee attrition.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

Calltools

OCTOBER 19, 2022

These employees might have to deal with increased workloads, complicated queries, and frustrated customers who can’t get through to your center. . Upsell and cross-sell products to increase holiday contact center revenue. Utilize Remote Employees. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

CSM Magazine

FEBRUARY 16, 2022

New set of products helps organizations listen to, analyze and act on everything that customers and employees are saying to deliver personalized experiences and build deeper relationships at scale. Accelerate experience transformation efforts with Qualtrics Discover.

Management 52

Management Feedback Analytics Engineering 52

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” It should encompass all employees, and not just new hires or just agents. I thought for sure this must be a trick question. The answer is just so obvious.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

CSM Magazine

APRIL 4, 2023

The panel agrees that structured content and semantic AI are essential for employees and customers of an organization to reduce heavy reliance on the knowledge and expertise of a select few employees. E.g., there can be certain forms with certain fields that on-field employees can capture in real-time and send back to the system.

Government 52

Government Engineering Enterprise Technology 52

Anexa BPO

APRIL 14, 2022

DXM allows your brand to monitor every interaction that your audience has with your website, socials, mobile apps, intranets and more, to help you understand what’s working and fine-tune processes as needed. Your employees expect to be listened to and set up for success. Collect real-time feedback from customers and employees.

Management 52

Management outsourcing Analytics Customer Care 52

Inbenta

JUNE 1, 2021

Summary: Use Cases of AI Chatbots for Internal Employees. Chatbots Facilitate Employee Onboarding. Chatbots are a time-saving resource for internal employees whose energy is better spent on meaningful work and productivity. Use Cases of AI Chatbots for Internal Employees. Chatbots Facilitate Employee Onboarding. >If

Chatbots 83

Chatbots APIs Engineering Customer Support 83

Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. They can also affect employee morale and efficiency. Mistakes are impossible to foresee, and we are only human after all.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Monet Software

OCTOBER 28, 2020

The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. A long-term, customized employee engagement strategy should be the ultimate goal for any call center. It’s that time again. 2 Get healthy. 4 Upgrade support.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

ChurnZero

MARCH 31, 2020

Seeing large product usage decreases in certain regions or states was a strong indicator that their customer might be shut down. Use product usage data as a leading indicator of a customer in crisis and create a specific customer segmentation strategy based on their impact level.

Morale 72

Morale Education Surveys Accountability 72

Interactions

OCTOBER 21, 2020

Our employees were happy and productive, enjoying workouts and sit down breakfasts instead of battling Boston traffic. Then came weekly emails to employees outlining new changes, biweekly company-wide meetings, a Slack channel dedicated to updates and a comprehensive intranet stocked with company info and processes.

Best practices 62

Best practices Accountability Surveys Management 62

Kayako

APRIL 12, 2022

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Increasing NameCheap’s agent productivity through a self-service knowledge base. Low productivity for service agents. Boosted productivity. Boosted productivity.

Customer Service 114

Customer Service Self service Education Technical Support 114

CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . The ‘My Wem’ app which is available on our team’s desktop and mobile phones has created a ‘virtual campfire’ for all of our employees. About Thrive.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

ClearAction

DECEMBER 16, 2017

Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? And survey results and process improvement status updates on the company’s intranet site provide essential reference material for product managers and designers to integrate into key initiatives and offerings.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

Inbenta

JULY 2, 2018

Chatbots are a time-saving resource for internal employees whose energy is better spent on meaningful work and productivity. Internal chatbots have the potential to boost accessibility, efficiency, and employee satisfaction in your workplace. The escalated situation now forces a second employee in HR to waste his precious time.

Chatbots 110

Chatbots APIs Engineering Customer Support 110

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Get creative to get people on board.

Feedback 54

Feedback Consulting Consulting Marketing 54

CSM Magazine

SEPTEMBER 26, 2022

It can enhance your existing customer’s experiences of your products and services, strengthening brand loyalty, as well as create new positive experiences for prospective customers, compelling them to come back for more. Fraser Doigh is Associate Product marketing manager at RWS. This rings true especially for customer service.

Customer Service 52

Customer Service Chatbots Self service Enterprise 52

Inbenta

FEBRUARY 19, 2019

By introducing automation to the processing of low-priority, simple queries, chatbots can lower support costs to just a few cents per request, and increase the productivity of customer support services. Chatbots like these are used internally, and are positioned in the corporate intranet, making it easily accessible to employees.

Chatbots 68

Chatbots Banking Customer Support Sales 68

Jive

JUNE 21, 2018

Communications, files, data, reports, interfaces, platforms—they’re all suddenly mobile, accessible, and productivity enhancing. Perhaps the key factor is how it’s blurring the lines that designate where employees can be productive. At least, they need to be to keep up with the expectations of today’s workforce.

Best practices 75

Best practices Enterprise Morale Technology 75

Russel Lolacher

APRIL 10, 2023

Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. Glad you did a consulting agency to help organizations bring together leadership employee experience, data analytics, to discover, value, retain, elevate. Kalifa Oliver So my worst employee experiences is what I’ll choose.

Analytics 52

Analytics Surveys Consulting Consulting 52

Natalie Petouhof

FEBRUARY 4, 2016

announced the latest release of its industry-leading internal and external community solutions , including a bold and beautiful redesign of its entire product portfolio. What Does Jive-in Deliver for Employees? Jive-n interactive intranet release unites, engages and delights employees for better business outcomes.

Employee engagement 40

Employee engagement Engineering Customer Service Management 40

ClearAction

DECEMBER 16, 2017

Self-Centric Secondary Motives: Building revenue and profit through new product development, word-of-mouth, etc. 2 Three-fourths of companies say their employees aren’t well versed in how to delight customers. 2) Use creative ways to share customer stories : Intranet. means you’re customer-focused. Internal newsletters.

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

ClearAction

AUGUST 22, 2020

This spectrum should typically begins with the customer’s awareness of a need or desire for a solution and extends through the customer’s full use of the purchased product or service, including use after new models have been released as well as eventual downgrade, upgrade or disposal. Internal Branding. Customer data streams.

Customer Experience 77

Customer Experience Customer centricity Construction Metrics 77

Call Design

MAY 6, 2019

In fact, when properly implemented, gamification can enhance employee motivation by 51.6 Participation – A side benefit of gamification is the way that it encourages employees to work together – this teamwork can contribute to an overall increase in cohesion in your contact centre.

Gamification 60

Gamification Education Management Personalization 60

Call Design

MAY 6, 2019

In fact, when properly implemented, gamification can enhance employee motivation by 51.6 Participation – A side benefit of gamification is the way that it encourages employees to work together – this teamwork can contribute to an overall increase in cohesion in your contact centre.

Gamification 60

Gamification Education Management Personalization 60

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Engaging Employees Toward Engaging Customers. They have better work-life balance.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

bold360 Blog

OCTOBER 23, 2019

Employee support will never be considered the “sexiest” role within an organization. In fact, many miscategorize these internal support teams, like IT and HR, as just cost centers and a productivity roadblock, but I believe this couldn’t be further from the truth.

Self service 40

Self service Engineering Feedback Marketing 40