ShepHyken

DECEMBER 21, 2021

How CX Avoidance Impacts Customers, Employees, and Brands. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. When they don’t feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand.

Advertising 168

Advertising Chatbots Technology Customer Service 168

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. For example, lowering AHT may save on the cost per call, but ultimately it may lead to higher call volumes or even result in high-cost churn. Eliminate evening and weekend hours?

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Disney has built its entire brand on engaging its customers through stories. Will Jon Snow ultimately defeat the White Walkers? Good vs evil.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. Turns out, other employees have similar stories.

Airlines 339

Airlines Consulting Consulting Engineering 339

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 302

Benchmark Feedback Customer retention Consulting 302

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. This approach moves away from traditional methods, making training more engaging and interactive. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Fonolo

MARCH 14, 2023

The work can be repetitive and stressful, leading to employee burnout. Read on to find out the best call center retention strategies to guide your efforts. How to Foster Agent Engagement in Today’s Contact Center How to Calculate Turnover Rates To measure agent retention, you’ll need to calculate your team’s turnover rate.

Call Center 95

Call Center Contact Center Self service Contact center software 95

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees.

Call Center 141

Call Center Contact Center Coaching Gamification 141

TechSee

MAY 4, 2023

All this information fed through AI can significantly reduce the number of trips and repair times, thereby enhancing employee satisfaction. Ultimately, this will result in higher customer satisfaction scores, increased agent satisfaction, and a more productive and efficient service team.

Self service 109

Self service Consulting Consulting Technology 109

Anexa BPO

SEPTEMBER 6, 2023

Employee engagement lies at the heart of achieving these objectives, playing a pivotal role in boosting team productivity, job satisfaction, and overall profitability. There are several types of employee surveys that can provide insight into the employee condition and elicit accurate responses.

Employee engagement 52

Employee engagement Surveys Business Process Outsourcing Technical Support 52

TechSee

SEPTEMBER 7, 2021

However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. Warranty management.

Technical Support 191

Technical Support Sales Upselling Technology 191

Bill Quiseng

MARCH 15, 2022

Because culture is defined as core values plus behaviors, I needed a statement that nicely summarized the fact that the culture drives value – for employees, for customers, and for the business. Solving problems for customers creates value for them – and ultimately creates value for the business.

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

Fonolo

MAY 11, 2021

Setting expectations can ultimately protect your brand from online backlash. Here’s a complete guide on how to set and improve upon customer expectations for your business, big or small. A Complete Guide to Customer Perception. This will impact your brand reputation, your sales, and ultimately your bottom line.

Advertising 108

Advertising Wait times Education Service level 108

Tethr

AUGUST 14, 2020

Your frontline employees set the stage for the customer experience. Frontline employees are constantly observing how your customers interact with your offerings, so they are much better sources of information than conventional research. Performance suffers when your frontline isn’t engaged. Have a little faith.

Scripts 109

Scripts Best practices Call Center Enterprise 109

ShepHyken

FEBRUARY 14, 2017

Engage your customers’ trust to create loyalty. It’s important in this case to determine your customer’s ultimate aim and to characterize their expectations across their entire customer journey. The set of expectations the customer has should become the guiding light for everything you are doing in your company.

Quality management 214

Quality management Customer Experience Marketing Consulting 214

Lumoa

JANUARY 27, 2023

A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. Yet, many businesses neglect to make one despite its many benefits – more engaged and satisfied customers, direction and focus on areas to improve, and lots of growth opportunities! So what can be done?

Customer Experience 83

Customer Experience Journey mapping Customer Service Feedback 83

TechSee

APRIL 26, 2021

But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy. This means that call centers are more important than ever for assisting customers with their technical problems.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Solvvy

JUNE 10, 2022

By placing empathy at the heart of any leadership strategy, but also when implementing changes to tech stacks, leaders can provide employees with the foundational need known as “psychological safety.” This ultimately leads to a better, healthier culture of work, the kind of environment that fosters flexibility and collaboration.

Technology 48

Technology Customer Experience 48

Call Center Weekly

OCTOBER 1, 2018

How is the engagement between leaders and staff, staff and customers? Staff will have different perspectives and ideas to be considered when crafting the ultimate outcome. I stress that Leadership should ultimately have the most input on the desired culture definition. What would you like the environment to be like?

Morale 164

Morale B2B Customer Experience Sales 164

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential.

Contact Center 98

Contact Center Enterprise Education Metrics 98

Playvox

JUNE 28, 2022

Meeting these escalating customer expectations while simultaneously keeping employees satisfied and containing operating costs can be intimidating. The key to a smooth omnichannel journey is to adopt the right strategy and the latest technologies — those designed with digital business in mind both for your customers and for your employees.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

CSM Magazine

DECEMBER 6, 2023

Customer Success Training Importance Customer success training is the process of equipping employees with the necessary skills to provide high-quality customer service throughout the consumer’s interaction with the brand. It also ensures employees know how to engage with customers in a way that meets their needs and beyond.

Upselling 52

Upselling SaaS Advertising Marketing 52

Nicereply

MARCH 14, 2023

This article contains a must-have list of book s that will teach, inspire, and guide you to become a better support manager. Through thick or thin, in spite of the hundreds of things calling for your attention every day, never forget what you’re ultimately here to do: help your team achieve great outcomes.” You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. How engaged are our employees? How do our customers feel?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Additionally, employees who feel connected to their jobs are happier and work harder. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. We’ll walk you through the key steps to building a successful customer experience department in this guide. In an organization, there are different employees handling customer data or interacting with customers at various points in their journey.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CSM Magazine

JANUARY 17, 2024

This guide aims to shed light on the complex yet fascinating world of branding, exploring its crucial role in business success, and unveiling key facts that every forward-thinking enterprise should grasp. When businesses shape their narrative, they can control their image, foster customer loyalty, and ultimately drive growth.

Advertising 52

Advertising Marketing Enterprise 52

Integrity Solutions

JUNE 13, 2023

They are the key to employee engagement, satisfaction and retention. Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. They forge stronger bonds and greater trust between employees and their managers.

Coaching 86

Coaching Employee engagement Sales Management 86

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. On-boarding is your employee launching point. Randy Rubingh ??Chief

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Fonolo

FEBRUARY 24, 2021

In this guide, we’ll walk you through the reasons why businesses outsource their customer service strategies to call center companies. Rather than hiring employees to perform an uninformed strategy, they simply communicate their Key Performance Indicators (KPIs) to outsourced services who can take over these operations.

outsourcing 134

outsourcing Call Center Telecommunications Technical Support 134

Revation Systems

JANUARY 18, 2023

That is why digital customer engagement (DCE) is necessary to improve on DCS, and why DCS is only one portion of a larger CX experience that, ultimately, needs DCE-focused support. Read more about digital customer engagement and how enterprises can augment digital customer service with it.

Customer Service 62

Customer Service Enterprise Self service Upselling 62

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. Personalization drives customer engagement.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Toister Performance Solutions

FEBRUARY 10, 2022

Poor internal customer service frustrates many employees like my friend. An employee relations contact center in a multinational company helps thousands of remote employees with their human resources needs. It's clear we experienced a service failure, but what about the front desk employee who checked us in?

Customer Service 62

Customer Service Sales Contact Center Accountability 62

TechSee

MAY 19, 2021

AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty.

Technology 159

Technology Customer Service Technical Support Analytics 159