ShepHyken

FEBRUARY 22, 2019

Whenever I am trying to find something in the store and ask employees for help, they walk me to the item I am searching for rather than sending me on my own scavenger hunt as other grocery stores do. It’s a brilliant onboarding experience. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken.

Hotels 109

Hotels B2C Loyalty B2B 109

ShepHyken

JANUARY 4, 2019

Building an effective onboarding module for your support team is thus critical to business growth. The first step in building an effective onboarding module is to identify the traits that define great customer service. Building an onboarding module. Traits that define a great customer service rep.

Customer Service Training 80

Customer Service Training Training Customer Service How To 80

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 109

Customer Service Tourism How To Retail 109

ShepHyken

MAY 31, 2019

The customer experience can include a lot of elements, including any interaction that the customer has with your brand during their customer journey, from first learning you exist, all the way through onboarding and becoming a paying customer. It is crucial that your employees are dedicated to creating a great customer experience.

Customer Experience 118

Customer Experience Touchpoint User Experience Feedback 118

Qualtrics

SEPTEMBER 24, 2020

Demystify the remote onboarding process with these tips – and make your employee experience memorable from day one. As many talent acquisition teams (and hiring managers) around the world have pivoted their strategies for recruiting and interviewing candidates, they’re also grappling with how to onboard new employees during a pandemic.

Handbook 20

Handbook Culture Tips Employee Experience 20

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent. Recognize and reward employee achievements.

Leadership 98

Leadership Culture Communication Exercises 98

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. The onboarding and “buy out” if the employee wants to leave is ingenious. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ShepHyken

NOVEMBER 9, 2018

However, properly maintaining these enterprise solutions takes a considerable amount of employee adoption and requires daily administrative workloads to manage. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development. Calendar Scheduling.

Company 96

Company CRM e-support Resources 96

ShepHyken

DECEMBER 13, 2019

Onboarding lead time . Lengthy onboarding times attached to some of the larger CX platforms have caused many in telecoms to lose their appetite to pilot and experiment in the name of customer experience. Overtrading is not unusual, question their key staff turnover and look on Glassdoor to see what their employees are saying.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

Handbook 52

Handbook Policies Culture Social Media 52

GetFeedback

JANUARY 28, 2019

How do onboarding improvements change your NPS survey results? If you don’t segment out NPS by cohort, or run a specific post-onboarding improvement, this signal could be hidden in the general population. A study by Retently found that up to 23% of churn is caused by bad onboarding.

NPS 246

NPS Survey Net Promoter Score CRM 246

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. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. The onboarding and “buy out” if the employee wants to leave is ingenious. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey.

Customer Journeys 92

Customer Journeys Self Service Customer Success Software 92

Bizagi

SEPTEMBER 14, 2020

Time spent on these laborious tasks could be better spent on helping employees to be happy and productive. You can use Bizagi templates to automate numerous processes, including recruitment, onboarding, offboarding and administration tasks. Human Resource managers and their teams are drowning in paperwork and manual tasks.

Infographics 90

Infographics Resources Management 90

Circular Edge

MAY 19, 2022

Employee turnover has cost US industries more than $630 billion. Blog Credit: Andy Chase. The actual cost for replacing lost employees differs for entry-level, mid-level or highly skilled workers. The new resource takes months or longer to complete the onboarding process (without appropriate knowledge transfer and guidance).

Training 52

Training Resources Consulting System 52

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. In some cases, you may already have employees with underutilized skill sets that could be put to better and higher use. Develop attractive compensation packages to win top talent.

Customer Success 95

Customer Success Customer Journeys Resources Technology 95

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Open your eyes to Visual Assistance .

Self Service 207

Self Service Innovation Analytics Transportation 207

Uniphore

DECEMBER 6, 2021

Management competency also involves coaching and training employees. The onus is on leaders to train their teams, to the extent that every employee is the best they can be. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. You can unsubscribe anytime.

Contact Center 130

Contact Center Leadership Training Technology 130

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. The customer then waits 40 minutes because only one employee in the store has a key to open the loading door to allow the customer to exit.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Totango

FEBRUARY 10, 2021

You can take a number of steps to build a culture that promotes customer success: Incorporate customer success into your company’s mission statement, verbalizing how your corporate purpose aligns with helping to achieve not only customers’ goals but your employee’s goals. . Make Onboarding Easy.

Customer Retention 84

Customer Retention Customer Journeys Customer Success Strategy 84

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Faced with the growing challenges of training and retaining high-performing employees, customer operations leaders are often stuck between a rock and a hard place. Help Is On The Way.

Call Center 162

Call Center Social Media Contact Center System 162

Bizagi

NOVEMBER 25, 2019

Onboarding. Once you have identified and recruited your candidate, the next step is onboarding. The sooner you can get new employees onboarded, the sooner they can begin to add value to your organization. The need for your employees to travel brings with it requests, approvals, budgets and expenses. Vacation Leave.

Travel 70

Travel Advertising Policies Report 70

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. Journey maps provide clarity for the entire organization, helping to provide that clear line of sight to customers and ensuring that each employee understands how he impacts the customer experience. Don't have a formal onboarding process? Why do you need a customer journey map?

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. 8 Best Strategies for Customer Onboarding at Scale.

Strategy 52

Strategy Customer Retention Video Resources 52

Totango

DECEMBER 3, 2020

Onboarding / Training (Cited by 30% of Respondents): As the first stage in the customer journey, onboarding revolves around educating the customer on how to proficiently use your product. The more successful onboarding is , the quicker the client will find value in your product. . Get started for free today. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Win the Customer

SEPTEMBER 8, 2023

In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success. This could include website visits, social media interactions, product onboarding, and support interactions. Identify touchpoints and moments that matter.

Strategy 59

Strategy Social Media Touchpoint Customer Centricity 59

Uniphore

JUNE 17, 2021

This stress, in turn, feeds into employee attrition rates—a major call center pain point. How to Train and Onboard Agents in 2021. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Did you know? Jacada’s Agent Assist can put you on the right path.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

SurveySparrow

NOVEMBER 9, 2020

From recruiting, onboarding process to taking feedback, HR management software automates everything! Recruitment and Onboarding: Recruitment and onboarding are two important events in your employees’ work journey. That’s why you must look for HR tools that make the recruitment and onboarding process easy.

Software 59

Software Tools Management Employee Engagement 59

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. I’d suggest that the communication plan consists of two functions: As Arises : this is for information that becomes available from authorities that your employees need to know about. Many things can cause a team to be dismantled.

How To 158

How To Groups Airlines Leadership 158

Bizagi

DECEMBER 2, 2019

Onboarding. Once you have identified and recruited your candidate, the next step is onboarding. The sooner you can get new employees onboarded, the sooner they can begin to add value to your organization. The need for your employees to travel brings with it requests, approvals, budgets, and expenses.

Travel 52

Travel Advertising Policies Report 52

CSM Magazine

DECEMBER 13, 2023

High Agent Turnover When we say high agent turnover, it pertains to a situation within an organization with frequent and continuous employee departure. This signifies the rate employees leave or are replaced within a specific period. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service CRM Call Center System 52

CX Journey

OCTOBER 18, 2017

It was published on t heir blog on April 24, 2017. It made me pause for a moment; but when you hear them define it as "how employees impact customer satisfaction and, ultimately, the customer experience," that makes a whole lot of sense. Employees are critical in the customer experience equation. That does not make me cringe.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114