solutions employee-experience 
ShepHyken
FEBRUARY 12, 2024
What are the challenges in finding the right balance between technology and human support in customer experiences? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service? Tune in! .”
CCNG
APRIL 3, 2024
For too long, organizations have paid lip service to platitudes like "we're all in this together" and "our employees are our greatest asset." Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. employees trust the leadership of their organization.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
SEPTEMBER 29, 2023
He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.
ShepHyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? But employees do care.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
CCNG
FEBRUARY 28, 2024
This desire to work remotely has pushed many organizations to adopt a hybrid approach, with employees splitting their time between the office and home. So, how do you make hybrid work a practical option for your employees in the long term? Then, there’s the employee satisfaction factor. First, there’s the financial aspect.
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertisement
For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Providing an effortless employee experience is critical in delivering memorable customer service. How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients? June 6th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. Unfortunately, these measures act more as a band-aid providing temporary relief, rather than a long-term solution. How to harness conversational AI technology to improve the employee experience.
Advertisement
Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Speaker: Bryan Horn, Founder, CS Solutions
Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Specifically, Bryan will discuss: Why a culture of accountability is key: everyone in your organization is responsible for providing a great customer experience, not just the front line employees.
Advertisement
This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
Expert insights. Personalized for you.
368 
Let's personalize your content