Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

How To 100

How To Call Center Contact Center Feedback 100

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Customer groups : These help your staff identify your frequent buyers, VIPs, employee family members, etc., It helps with performance reviews.

e-support 89

e-support Retail System Sales 89

ShepHyken

JULY 6, 2018

Loyalty and rewards programs. For employees to maximize revenue per customer they must build trust with the customer, and this means providing the perfect customer experience. Choose your rewards. Sales associates are motivated by rewards, but recognition is just as important. Sales revenue. Promotions. New product lines.

Sales 71

Sales Net Promoter Score Customer Experience Effort Score 71

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? What percentage of your employees live within an hour of your primary market?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

BirdEye

MAY 9, 2023

And if you are wondering how to do that, this blog post explores everything you need to know about referral card ideas and creating referral cards for your business. And businesses today are capitalizing on that need to share by incorporating rewards programs and referral cards. Leveraging referral cards also promotes brand awareness.

Rewards Programs 98

Rewards Programs Fashion Social Media Tools 98

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

And yet, there are simple ways to reward customers. Surprise with random, small rewards for loyal customers! Randomly rewarding customers with small surprises can go a long way towards loyalty. They are active in building a community and doing creative things to showcase their employees, culture and growth.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

BirdEye

MAY 24, 2023

Referral rewards can come in the form of promotions, discounts, or other types of incentives. Get a partner to share about your business on social media , in their email campaigns, on their blog, or on their website. Employees enjoy perks like monetary bonuses or company swag in return for their candidate referrals.

Social Media 98

Social Media Sports Sales Guidelines 98

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault. Distrust of leadership.

Communication 82

Communication Leadership Airlines Social Media 82

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Hiring is frenzied with nearly 11.3

Case Study 139

Case Study Culture Study Company 139

Vonage

APRIL 25, 2019

For example, a credit card company might see regular complaints about certain transactions not qualifying for a bonus in the rewards program. This article originally appeared in Dan Gingiss' blog on Forbes. . But that benefit is completely wasted if you don’t do anything with this critical information.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

ClientSuccess

DECEMBER 12, 2022

To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. The sales rep on the account earned commissions which were significantly higher than what had been rewarded for all their hard work throughout the entire year.

Customer Success 87

Customer Success Tips Management Sales 87

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. All calls to Pelco were answered by live employees, not an answering system. That process went a step further in making it clear that all employees would meet each customer request to the satisfaction of the client.

NPS 130

NPS System Meeting ROI 130

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

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Even long-established businesses can embrace change and revolutionize their customer interactions.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. 5 Employee Recognition Program Examples to Try in Your Call Center. So, what do you need to do?

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Organizations that give regular performance reviews and provide feedback to staff improve employee engagement (1). Performance reviews also improve the likelihood of an employee staying with the company (1).

Management 79

Management Employee Engagement Metrics Contact Center 79

Stella Connect

NOVEMBER 11, 2021

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Keep reading for our tips on how to streamline your customer service rewards program to keep your agents motivated, engaged, and inspired. Powering Agent Incentives with Customer Feedback.

Rewards Programs 93

Rewards Programs Customer Service How To Fashion 93

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. Recognize, Celebrate, & Reward. Nothing gets your agents to feel motivated quite like recognition and rewards.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

Storyminers

SEPTEMBER 19, 2016

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. To learn more about employee experience, please raise your hand.

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

ShepHyken

AUGUST 3, 2018

When it comes to improving your customer service the first step is to stick to the basics, hire the right customer service team, train them well, and reward them for their success.

Customer Service 86

Customer Service Call Center Knowledge Base Poor Customer Service 86

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

Culture 100

Culture Employee Experience Study Policies 100

Vonage

MARCH 30, 2017

The case for giving employees autonomy in how to carry out their work has been backed up by psychological and management research for more than half a century. If you don’t involve people in designing the jobs to which they devote their waking hours, you’re using employees as mere tools, for their labor.

Hospitality 120

Hospitality Hotels Call Center Tools 120

NICE inContact

JULY 19, 2019

Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. According to Forrester Research , a 5% improvement in employee engagement typically results in a 3% increase in revenue growth. So why subject your contact center to just one flavor of gamification ?

Gamification 137

Gamification Contact Center Employee Engagement Call Center 137

Stella Connect

JANUARY 12, 2022

Agents commit to the overall mission of the company after realizing that you acknowledge, value, and reward the outcomes they produce on the customer service team. It’s only fair to return the favor with an employee recognition program that celebrates their efforts and results. Offer Rewards to Make Recognition Real.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

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

NICE inContact

AUGUST 1, 2019

The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog. The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Hallmark Business Connections

MAY 27, 2021

We care about our employees. If employees are given a chance to repeatedly act in an empathetic manner, your chances of achieving a differentiated customer experience increase dramatically. Upon submission, scroll back down to the bottom of this blog post to view and download the whitepaper. We truly value our customers.

Video 92

Video Connections Customer Care Employee Engagement 92

Experience Investigators by 360Connext

OCTOBER 17, 2018

Not engaging employees is like not putting fuel in your car and wondering why it’s not working. Leaders must engage employees to deliver a great experience. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity Report 283

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). After a while, my role developed more down the sales route, looking after relationships with retailers.

Culture 264

Culture Measurement Customer Centricity Hotels 264

NICE inContact

AUGUST 23, 2019

Just don’t forget to make time for face-to-face conversations with Gen-Z employees too! With the instantaneous nature of smartphones and the internet, it’s no surprise that all employees’ attention spans are shorter than ever, and Millenials and Gen-Z are no exception. Then it automatically disperses coins, gems, badges, and awards.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Just don’t forget to make time for face-to-face conversations with Gen-Z employees too! With the instantaneous nature of smartphones and the internet, it’s no surprise that all employees’ attention spans are shorter than ever, and Millenials and Gen-Z are no exception. Then it automatically disperses coins, gems, badges, and awards.

Contact Center 136

Contact Center Gamification Management Social Media 136

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. The Southwest gate employee explained there was a delay due to not having a complete crew. BUSTED – Great service starts with happy employees.

Customer Service 0

Customer Service Policies Communication Training 0

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins.

Management 88

Management How To Customer Centricity Culture 88

Beyond Philosophy

NOVEMBER 7, 2016

Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 Employee Engagement: Your employees are people, and likely support the same team or local causes. I always say, “happy employees make happy customers.”.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Totango

SEPTEMBER 14, 2021

Training your employees in best practices can help nurture a more empathetic company culture. One key to the success of Apple Stores is that Apple’s employee training manual teaches an approach to customer service founded on approaching customers with a warm welcome and probing politely to understand customer needs.

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Effort Score Loyalty 88

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. In short, strong employee engagement is a competitive advantage, one that can yield higher customer satisfaction scores, lower agent turnover rates, and greater profits. .

Call Center 78

Call Center How To Competitive Advantage Effort Score 78