Real Blue Sky

NOVEMBER 21, 2023

We understand the key to thriving isn’t just about weathering the storm—it’s about learning to dance in the rain. It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations. The Economics of Retention The numbers speak for themselves.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8

Morale 78

Morale Gamification Contact Center Quality management 78

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

ShepHyken

FEBRUARY 19, 2023

He discusses the difference between the customer’s expectation and the reality of the brand’s execution, using an example from a fast-food restaurant. Keep reading to uncover the six degrees of separation between your customer experience strategy and how to achieve it. Here are my top five picks from last week. Is it that simple?

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Customer Experience 77

Customer Experience First call resolution Employee engagement Contact Center 77

NobelBiz

FEBRUARY 27, 2024

Achieving these goals requires a special balance between the human touch and technological innovation. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. To help your sales agent avoid call center agent burnout, learn some actionable ways to reduce call center agent stress and drive change here. Those are concerning numbers. It’s caused by: 1. Repetitive tasks 3.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Connect

DECEMBER 11, 2023

The contact centre industry grapples with high agent churn rates, a longstanding challenge stemming from the inherent disparity between job demands and the compensation offered. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo. Offloading tasks from agents.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. However, with employees scattered around the globe and the regular employee churn an organization has, keeping a company’s customer culture alive is difficult. Then, you implement it.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Most contact centers recognize the importance of team leaders. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

NobelBiz

NOVEMBER 13, 2023

The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth. 70% of brands see a direct connection between customer service and performance. 70% of brands see a direct connection between customer service and performance.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Defining clear action plans so the team can immediately implement what they have learned.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. No wonder employee engagement in the U.S.

Management 119

Management Coaching Employee engagement Surveys 119

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 94

Enterprise Real estate Chatbots Construction 94

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. Many organizations are looking at podcasting to focus on a more niche audience: their employees. Ways to Better Engage Your Employees.

Entertainment 122

Entertainment Education Employee engagement 122

NobelBiz

MARCH 12, 2024

CXM has completely revolutionized how brands engage with their customers. It ensures consistency in content, purpose, and branding across online, in-store, phone, and other engagement channels. Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Call Design

MAY 24, 2022

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. – Require perpetual, self-paced learning and continuous feedback. – Require perpetual, self-paced learning and continuous feedback.

Gamification 78

Gamification Enterprise Coaching Feedback 78

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Surveys 88

Surveys Feedback Benchmark Management 88

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Customer Experience 52

Customer Experience Employee engagement First call resolution Contact Center 52

Global Response

JANUARY 22, 2024

Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. When paired with the proper amount of human touch, AI-powered chatbots improve customer satisfaction and engagement. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Fonolo

FEBRUARY 14, 2023

Keep in mind that all automated processes need to be monitored at a higher level and continually optimized to ensure you are getting the desired results from your tools.) (Keep in mind that all automated processes need to be monitored at a higher level and continually optimized to ensure you are getting the desired results from your tools.)

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Education Services Group

JUNE 15, 2022

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. We expect to see more companies investing in their workforce as The Great Resignation continues.

SaaS 52

SaaS Management Best practices Customer advocacy 52

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ShepHyken

MAY 22, 2017

Recognition, a kind note, or thoughtful gifts can deepen business relationships tremendously. if You Want Great Employee Retention by Jeff Kortes. was at the heart of driving employee loyalty and retention. was at the heart of driving employee loyalty and retention. Here are my top five picks from last week.

Airlines 205

Airlines Customer Service Self service Technology 205

CSM Magazine

DECEMBER 13, 2023

Understanding the Customer Service Gap The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Foster a culture of continuous improvement within your company. Use feedback to improve data systems and processes continuously.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

MAY 9, 2023

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. In the next three years, there will be a generational shift in the U.S. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

Hodusoft

JANUARY 24, 2024

The integration of technology and personalization has emerged as a fundamental element of customer engagement tactics, providing banks with a means of establishing more meaningful connections and long-lasting partnerships. In a time when clients want more than merely transactional connections, personalization becomes a crucial differentiator.

Banking 52

Banking Personalization Technology call center software 52

24-7 InTouch

JUNE 15, 2023

He has over six years of industry research and experimental development (R&D) experience with a focus on developing and implementing intelligent technology solutions for customer and employee success. How is technology changing the employee experience (EX) today? How is technology changing the employee experience (EX) today?

Technology 52

Technology Surveys Customer Experience Customer Service 52

Integrity Solutions

JANUARY 28, 2021

There goes the talent, the institutional knowledge, the continuity of relationships, the momentum. Of course, that’s the case when any employee leaves, but the full cost of sales rep turnover can be particularly high. times the exiting employee’s annual salary to hire a replacement.

Sales 119

Sales Coaching Morale SaaS 119