Think Customers

MARCH 28, 2022

Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023. Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space.

How To 105

How To Policies Tips Contact Center 105

ShepHyken

DECEMBER 23, 2022

It’s a word that organizations love to hear, but unfortunately, the past few years have been anything but. Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. 2023 will be all about customer lifecycle management (CLM).

Communication 70

Communication Contact Center Return on Investment System 70

VDS

SEPTEMBER 25, 2023

Genesys Cloud provides an all-in-one solution for organizations to manage their customer interactions across various channels in a seamless and efficient manner. Genesys Cloud provides an all-in-one solution for organizations to manage their customer interactions across various channels in a seamless and efficient manner.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

NICE inContact

APRIL 3, 2019

The role of the agent is evolving into one of a super-agent – one who can solve complex issues. Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Here are some tips to improve agent productivity in your contact center. .

Call Center 162

Call Center Tips Self Service Contact Center 162

VDS

OCTOBER 2, 2023

By carefully evaluating potential partners based on factors such as experience, capabilities, integration, and support, you can confidently choose the best provider to meet your organization’s unique needs and goals. Global reach: The platform can handle customer demand from organizations in more than 100 countries.

How To 52

How To Customer Journeys Contact Center Analytics 52

North Highland

JUNE 5, 2019

In the previous installment of our managed services series, we explored how to inspire high-performance talent through purpose-driven missions and employee-engagement strategies that are tied to personalized motivations. They must reimagine their talent management strategies with a renewed focus on the individual. Rise above the fray.

Culture 75

Culture Employee Engagement Strategy Connections 75

SurveySparrow

APRIL 28, 2023

The business environment is rapidly evolving, and tracking employee performance is crucial for growth. Traditional employee performance management methods are now becoming obsolete. Performance management software helps improve the employee experience. Scale up and automate your perforamnce evaluations with SurveySparrow.

Software 52

Software Employee Engagement Culture Analytics 52

SurveySensum

FEBRUARY 29, 2024

Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. Meet Neha, a talented employee who consistently met targets. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

SaleMove

FEBRUARY 19, 2021

In previous blogs, we discussed how advances in technology – including AI and self-service bots – have transformed the contact center workforce and redefined roles of live human agents and supervisors on the front line, to the back office, and even executive management.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

North Highland

MAY 23, 2019

while galvanizing resources to swiftly adapt to evolving consumer expectations, in order to survive and thrive amongst industry disruption. while galvanizing resources to swiftly adapt to evolving consumer expectations, in order to survive and thrive amongst industry disruption. Energizing Activators of Change .

Competitive Advantage 75

Competitive Advantage Resources Hospitality Financial 75

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. Others started with inbound voice and over time have added omnichannel routing or workforce optimization. A few years ago, the notion of managing customer journeys was an essential theme in customer care.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

SaleMove

FEBRUARY 19, 2021

In previous blogs, we discussed how advances in technology – including AI and self-service bots – have transformed the contact center workforce and redefined roles of live human agents and supervisors on the front line, to the back office, and even executive management.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

North Highland

MAY 22, 2019

Companies that empower their teams with the role clarity, coaching, and encouragement needed to chase their dreams and bring compelling new ideas to fruition exude authenticity, likeability, and allegiance. Why retaining uninspired talent is more expensive than losing it.

Employee Engagement 68

Employee Engagement Culture Innovation Engagement 68

North Highland

JUNE 5, 2019

In the previous installment of our managed services series, we explored how to inspire high-performance talent through purpose-driven missions and employee-engagement strategies that are tied to personalized motivations. They must reimagine their talent management strategies with a renewed focus on the individual. Rise above the fray.

How To 40

How To Culture Employee Engagement Strategy 40

North Highland

NOVEMBER 30, 2018

This is the third blog in our series exploring the biggest roadblocks executives are facing in today’s dynamic supply chain. In addition to a nimble supply chain supported by technology and robust inventory management, modern warehouses need one crucial commodity: skilled labor. Labor Shortage. labor force. labor force. since 2017.

e-support 56

e-support Retail Omni-Channel Analytics 56

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. I mean there are only 24 hours in a day,” explained Kelly McAteer, Customer Experience Manager for Carter Machinery, in a recent phone call about the award. “We

Case Study 142

Case Study Employee Engagement Study Engagement 142

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

MARCH 17, 2023

They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center Self Service Policies System 52

North Highland

SEPTEMBER 13, 2019

In other words, organizations that take deliberate steps to create an environment where career experiences are fulfilling, purposeful, and supportive of personal growth increase their probability of delivering strong business performance. Compounding the challenges that companies face in the “War for Talent” are evolving career motivations.

Management 45

Management Employee Engagement Consulting Financial 45

NobelBiz

APRIL 25, 2023

Optimize Workforce Management One of the most significant contributors to call center costs is labor. To reduce these expenses, it’s essential to optimize your workforce management practices. How can workforce optimization help in managing call center expenses?

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

SurveySparrow

JUNE 1, 2023

Organizations are increasingly realizing the benefits of feedback in encouraging employee development, growth, and collaboration in the rapidly evolving workplace. Hence, we will explore the relevance, types, applications, benefits, and drawbacks of multi-rater feedback in this blog. What is Multi-Rater Feedback?

Feedback 52

Feedback Leadership Survey Employee Engagement 52

SurveySparrow

AUGUST 14, 2023

In this blog, we’ll guide you through the ins and outs of building a powerful customer experience program. By implementing a well-designed CX program, you can proactively manage and enhance every interaction customers have with your brand, ultimately leading to improved customer satisfaction, loyalty, and business growth.

Customer Experience 52

Customer Experience Customer Journeys Customer Centricity Omni-Channel 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ViiBE Blog

JUNE 8, 2021

With their specialized knowledge and experience in the field, their role is to intervene and support the business in moments when general knowledge of the rest of the employees is insufficient. What is the role of a subject matter expert? SMEs play an important role in any business organization , regardless of the company’s age.

e-support 52

e-support Competitive Advantage Guidelines Social Media 52

Avaya

NOVEMBER 7, 2018

One marked by social proliferation, mobile sophistication, and an evolving workforce that has nearly eliminated the distinction between corporate and personal technology. In 2018, a dose of reality as organizations work to improve communications as a critical driver of digital transformation. In season 7 of the U.S.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

BirdEye

MARCH 17, 2023

In the rapidly evolving marketplace of today, running a small business can be an uphill battle due to the multitude of tasks and responsibilities required for success. This is especially true for small businesses that manage more than one location in a lean setup and needs assistance/guidance in making sure that everything runs smoothly.

Consulting 98

Consulting Social Media Financial Strategy 98

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

Avaya

OCTOBER 4, 2016

Cord works closely with customers to help them develop measurable workforce recognition strategies. Cord works closely with customers to help them develop measurable workforce recognition strategies. Over the decades we’ve seen our role to clients evolve from commodity supplier to full-on strategic partner.

Rewards Programs 67

Rewards Programs Call Center Employee Engagement Retail 67

CSM Practice

OCTOBER 7, 2019

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed. The Secret to Being Proactive. How to Become More Productive.

Customer Success 40

Customer Success Tips Guidelines Consulting 40

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. WORKING FROM HOME. BBC article.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

West Monroe

MARCH 20, 2018

To weather the storm, companies across the Oil and Gas value chain will need to adapt and evolve. To weather the storm, companies across the Oil and Gas value chain will need to adapt and evolve. The term “A Perfect Storm” is commonly referenced when multiple events occur simultaneously to create a worst-case scenario.

Company 40

Company Return on Investment Technology Fashion 40

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. Now to the conversation with Dean! I’m thankful for that.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

Circular Edge

MAY 16, 2023

Blog Credit: (NetSuite vs. Microsoft Dynamics 365 | NetSuite) Businesses that have grown beyond the capabilities of the entry-level accounting tools and spreadsheets they used to get their operations off the ground typically turn to cloud-based enterprise resource planning (ERP) systems to increase efficiency.

CRM 52

CRM System Financial Resources 52