Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. What is the ROI of Generative AI in CX?

ROI 109

ROI Financial Net Promoter Score Effort Score 109

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why? We posed this question to the CX Accelerator extended community and got some interesting answers. Let’s see which Avengers rose to the top.

Contact Center 182

Contact Center Financial Technology Employee Experience 182

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why? We posed this question to the CX Accelerator extended community and got some interesting answers. Let’s see which Avengers rose to the top.

Contact Center 182

Contact Center Financial Technology Employee Experience 182

Customer Bliss

MARCH 9, 2017

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. ” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work. Talent strategy: Affording headcount.

Strategy 178

Strategy Customer Experience Sports Chatbots 178

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. There’s a lot of jargon in CX. This is the language of CX. How to build client PS centricity Change management is often the hardest part of CX. Where do you start?

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Doing CX Right

AUGUST 19, 2023

Rita Soni, Principal Analyst at Everest Group, explains the latest trends on impact sourcing and how hiring underserved talent transforms customer experience. The post How Impact Sourcing is the Ultimate Loyalty Strategy for Modern Business appeared first on Doing CX Right.

Loyalty 52

Loyalty Strategy Trends Groups 52

ShepHyken

MAY 30, 2023

Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. 2 to manage the wait time new patients experience.

Wait Times 152

Wait Times Customer Service Training Customer Service Customer Experience 152

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? A delightful CX meant that they were to develop a value system around uplifting other people. Tactic 2: Focus on Talent and Hiring. I always say, what’s on the inside, shows up on the outside.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ijgolding

MAY 5, 2017

It is important for a brand to t ake the opportunity offered by the recruitment process to present a well run, proactive, appealing view of an organisation to the target talent. . It helps if the whole business can view the hiring process as one of the key touch points in the colleague engagement journey and behave accordingly.

Brands 144

Brands Customer Journeys Brand Values Airlines 144

ImprintCX Articles

FEBRUARY 13, 2024

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? Q: What is your best piece of advice for CX leaders to be successful? Q: If you could have one CX superpower, what would it be? My current one!

Airlines 52

Airlines Feedback Culture Customer relationships 52

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience.

Competitive Advantage 78

Competitive Advantage Customer Retention Leadership Customers 78

Zeisler Consulting

NOVEMBER 22, 2022

I’ll often describe CX in terms of an analogy to other operations within your company. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion. But I think it goes even further than that, and there’s a good demonstration of it.

ROI 72

ROI Culture Sales Training 72

CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. The United States Patent and Trademark Office (USPTO) has instituted a differentiated solution to the challenge of talent, which is highly valued by its workforce. How Can Mature Organizations Retain Talent?

Management 209

Management Employee Engagement Government Engagement 209

Customer Bliss

MAY 23, 2018

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. It was extremely important that they had talent that would be passionate about the fans, especially for a sports-driven culture.

Sports 197

Sports Customer Experience Travel B2C 197

Zeisler Consulting

OCTOBER 1, 2020

In his mind, it didn’t hurt that some people weren’t impressed—he likely wouldn’t lose favor with any of them for being credentialed (he was, it should be said, supremely smart and talented too…that always helps). I wrote recently about hiring your CX leaders from outside of your industry. Our entire CX program?

Leadership 93

Leadership Industry Customer Centricity Course 93

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Here’s an example: Chief Learning Officers, Chief Human Resources Officers, Talent Management executives and other employee-focused leaders are starting to rely on experience mapping to achieve better outcomes with both employees and the overall organization. Hiring data: How many qualified candidates apply for each position?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

ShepHyken

AUGUST 21, 2020

Hire adaptive people, and don’t just “empower” them; give them real power. You need talent to develop the right kind of experience in order to instigate adoption and deliver a great customer experience. The more prepared and highly skilled your talent is, the easier it will be for them to: Process new information.

Customer Experience 246

Customer Experience How To Culture Groups 246

TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. In recent years, the world has been trending toward a gig-based economic format.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Talkdesk

APRIL 28, 2020

In response to the situation, we are proud and excited to announce the launch of two new platforms: Talkdesk® CXTalent™ is the gig-economy for contact center talent. Bringing CX employers and skilled job seekers together to help people hire and get hired — right now. Want to know more?

Contact Center 60

Contact Center Training Meeting Course 60

Bold360

MARCH 5, 2020

Michael has a great way of looking at building CX like building a cathedral and it’s a powerful metaphor for what success looks like. His blueprints include: How great CX rests on a solid foundation of vision and culture. Why your talent is the pillar holding up your CX. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

Talkdesk

OCTOBER 15, 2020

To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment. . Deliver the best results with the best talent. The best hiring is no longer taking place in-person.

Contact Center 67

Contact Center Banking CRM Call Center 67

Think Customers

SEPTEMBER 21, 2022

Today’s business climate is creating a difficult balancing act for CX leaders. On the other hand, hiring skilled labor and retaining a trained workforce continues to be challenging in the current market. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry.

Financial 52

Financial Contact Center Banking First Call Resolution 52

Kustomer

OCTOBER 14, 2021

Global Talent is Key to Entering Different Markets. Hiring the right talent is important for building deep connections with your customers because the more they relate to your brand and your agents, the more they feel understood. There is so much talent around the world that you don’t have to be in one place now.

Customer Experience 105

Customer Experience Management Culture Sales 105

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You are not planning on using artificial intelligence (AI) for CX initiatives.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

ijgolding

FEBRUARY 13, 2018

In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. And one has many of the hallmarks of a CX role – establishing trust, optimising interactions across all channels – but with primary focus on scaling the support operation. Not really.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. The Great Resignation has made it significantly more challenging for many US firms to retain good talent and fill open positions. Significant labor market trends may be the primary cause of a particular contact center’s hiring and retention challenges.

Contact Center 85

Contact Center Conference Training Call Center 85

NICE inContact

JUNE 6, 2017

How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. But, there is an additional benefit: our bottom line shows that CX investments are worthwhile from a financial perspective.

Customer Experience 151

Customer Experience Contact Center Fashion Customer Journeys 151

Talkdesk

JUNE 8, 2020

Gallup defines onboarding as “the critical stage that connects the talent acquisition process to long-term, sustainable performance.” This is the stage where new hires learn the attitudes, knowledge, skills and behaviors required to function effectively within an organization.

Contact Center 85

Contact Center Policies Employee Experience Connections 85

CloudCherry

FEBRUARY 28, 2018

They hire only the right people. This brings us to hiring – something customer-centric brands are good at. ” There’s talent everywhere. While hiring is an important part of building a customer-centric culture, so is retaining your employees. Having clearly defined values alone won’t do.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Talkdesk

NOVEMBER 25, 2020

Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX). This includes applications for agent assistance, customer self-service, knowledge management, security monitoring, and even sourcing contact center talent. However, recruiting new talent is only half of the equation.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

Integrity Solutions

JULY 25, 2023

Creating a Customer Experience (CX) Culture McKinsey’s research shows that around 60% of customers currently trust that their primary bank will be helpful in navigating the next financial downturn. McKinsey data shows that improving CX creates “stacked wins” of higher returns, faster growth and lower costs.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

CX Journey

NOVEMBER 11, 2014

And yet, there are still plenty of folks who don''t understand how powerful the maps can be/are as a CX tool. Throughout the year, I''ve written about different ways that maps can help you advance your CX strategy. I hear so many people talking about mapping and so many prospects and clients asking about it. Use journey maps to.

Customer Journeys 189

Customer Journeys Touchpoint Policies Customer Experience Professionals 189

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., This means AI will likely be responsible for slower hiring of new contact center agents than the growth in customer interaction volumes would traditionally demand.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

CSM Magazine

MAY 1, 2020

hire more staff. As a bonus, your customer experience (CX) becomes stronger. This has a positive impact on your call traffic, CX, and your bottom line. In a tight labour market, it’s never been more important to hold on to your talented employees. The CX holy grail. implement live chat to spread demand. Our people.

Banking 104

Banking Insurance Government Policies 104

Playvox

NOVEMBER 30, 2022

Today, hiring and business are dynamic, and nearly everything around us is in a constant state of flux. Contact center leaders I speak with around the country tell me there is constant change related to attrition, hiring timelines, training requirements, and onboarding. Longer hiring timelines due to a contracted labor market.

Tips 82

Tips Contact Center Training Tools 82