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. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Recognize and reward employee achievements.

Leadership 98

Leadership Culture Communication Exercises 98

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience. Where does this organizational magic come from?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). We’ve updated it for 2017.

Trends 147

Trends Customer Experience Wireless Entertainment 147

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers.

Employee Engagement 52

Employee Engagement Customer Satisfaction Engagement Loyalty 52

BirdEye

DECEMBER 8, 2023

Top corporate reputation management service providers Measuring the effectiveness of your corporate reputation management FAQs about corporate reputation management Transform your corporate reputation management strategy with Birdeye What is corporate reputation? However, managing corporate reputation could be tricky for many companies.

Strategy 115

Strategy Management Social Media Brands 115

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! As leaders, we must understand and respect our employee's boundaries.

Contact Center 182

Contact Center Resources Groups Culture 182

Calabrio

FEBRUARY 24, 2020

I got my start in contact centers by taking customer service calls. Talented, passionate people start working as agents, and they usually realize quickly that this job can take a toll. Employees are special to us. It was the late 90’s, and Titanic was dominating the box office. We are here to change that.

Contact Center 130

Contact Center Call Center Meeting Analytics 130

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Training Feedback 79

Feedbackly

JUNE 15, 2023

If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience. Here are some great tips on tackling customer complaints effectively.

Feedback 98

Feedback How To Customer Journeys Customers 98

Customer Bliss

JUNE 20, 2019

This legendary organization is a leading nonprofit for youth development, healthy living, and social responsibility. We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. All of the things to help maximize the experience.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

Think Customers

FEBRUARY 13, 2024

Twelve months of toe-dipping and healthy scrutiny provided the launchpad to make some real moves with AI in the contact center, according to two customer experience experts on a recent webinar. Monetize customer engagement Lewis said there is a right way, and wrong way, to approach this service-to-sales journey.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. It’s all about employee productivity. Why Employee Productivity Matters? It often starts with tools. Your customers.

e-support 52

e-support Culture Feedback Tools 52

Calabrio

MAY 26, 2020

The next few months will determine if we are making the right decisions in balancing safety and health with our desire to kick-start the world economy. During the last seven weeks, I have talked at length about how Calabrio’s leadership is supporting employees and in turn how our teams are surrounding customers in new, digital ways.

Leadership 130

Leadership Financial Culture Communication 130

Kustomer

FEBRUARY 17, 2022

Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. What Is Customer Service Burnout? According to Gallup, employees experiencing burnout are 63% more likely to take a sick day and 2.6x As an agent, you’re always caring for others.

Tips 97

Tips Customer Service Exercises Omni-Channel 97

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! As leaders, we must understand and respect our employee's boundaries.

Contact Center 140

Contact Center Resources Groups Culture 140

Support EXP

NOVEMBER 23, 2023

How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? An inarguable (and often inconvenient) fact is that a great customer experience (CX) begins with a great employee experience (EX). What are these realities, you ask?

Culture 52

Culture Net Promoter Score NPS Competitive Advantage 52

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. To make remote or hybrid work a success in your customer service center, setting a strong policy is a must.

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

CSM Magazine

NOVEMBER 15, 2022

When you’re hiring new employees, look for people who share your company’s values and who will fit in with your existing culture. It’s no coincidence that companies with great cultures also have great customer service. When employees feel valued and appreciated, they are more likely to go the extra mile for customers.

Culture 52

Culture Company Customer Service Conference 52

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Comm100

MARCH 18, 2020

The key issues are slower sales (42%), supply chain disruptions (39%) and sick employees (4%). Signs from markets around the world are already showing that customers are increasingly staying at home (whether out of choice or from instructions from health authorities). However, it’s not all doom and gloom. Focus on online engagement.

Social Media 130

Social Media Travel Government e-support 130

Comm100

MARCH 18, 2020

The key issues are slower sales (42%), supply chain disruptions (39%) and sick employees (4%). Signs from markets around the world are already showing that customers are increasingly staying at home (whether out of choice or from instructions from health authorities). Focus on online engagement. Virtual Meetings.

Social Media 131

Social Media Travel Government e-support 131

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

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. If it’s not already clear, customer service directly impacts revenue.

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

Horizon CX

DECEMBER 19, 2018

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

CSM Magazine

MARCH 27, 2023

Employees are frequently required to work in surroundings that move quickly. For instance, the phrase is frequently used to conjure feelings of excitement in start-ups. It typically refers to the rate of work in service occupations (like restaurants). However, fast-paced can mean different things for different industries.

Customer Service 52

Customer Service Advertising Exercises Healthcare 52

Ecrion

MAY 19, 2020

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. Findings such as these indicate that customer experience is one of the most valuable areas of investment. Clearly Define Your Target Customers. Then create customer personas.

Strategy 110

Strategy Customer Experience Social Media Omni-Channel 110

Hallmark Business Connections

AUGUST 26, 2021

Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Recognizing Customer Service Week is more important than ever in our current climate. Team members are working hard to put customers first.

Customer Service 77

Customer Service Case Study Customer Service Representative Entertainment 77

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Let’s get started! Why is Customer Trust Important for Startup Brands?

Brands 52

Brands Case Study Social Media Feedback 52

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Playvox

JANUARY 5, 2022

Employees today have more choices and flexibility about where and when they do their jobs. Agent experience refers to the journey an employee takes with your company. It starts with being recruited by your organization, progresses through time on the job, and concludes with the exit interview when departing. Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

CSM Magazine

DECEMBER 15, 2021

One of the key aspects of every business that suffered due to the pandemic is customer service. With that in mind, take a look at the essential ways to empower your customer services in the COVID era. Your customers need guidance, support, and additional information to solve their pain points — now more than ever.

Self Service 52

Self Service Customer Service Omni-Channel Touchpoint 52

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. Call centers are known for notoriously high employee turnover. This was true even for agents with more experience.

Customer Service 52

Customer Service Call Center Culture Communication 52

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x rise in employee productivity. increase in customer satisfaction, a 5.4x rise in employee productivity. The front office is the rock star of customer service and revenue generation!

Examples 52

Examples Financial Competitive Advantage Resources 52

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 98

Customer Experience Self Service e-support CRM 98