Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Find out more about employee experience for IT. Download Ebook. Here's how.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Qualtrics

SEPTEMBER 17, 2020

Is it an accurate way to measure how your employees feel about your company, and how can it be used to boost employee engagement? eNPS – aka employee Net Promoter Score, or Employee NPS – is a way of measuring how your employees feel about your company. How can eNPS be used to increase engagement?

Net Promoter Score 49

Net Promoter Score Employee Engagement Engagement NPS 49

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? The two work together like salt and pepper to help modern contact centers provide outstanding omnichannel customer experience and elevate agent engagement and the employee experience (EX). What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Playvox

FEBRUARY 13, 2023

Don’t forget that bad experiences cost businesses an average of 9.5% Related eBook: Three Steps To Creating A Winning Customer Experience Strategy Impact Of Quality Management On Agent Engagement The employee experience is a vital part of customer interaction success. of revenue.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

TechSee

MARCH 7, 2022

Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. Download our eBook: What Self Service Will Look Like in 2025 . Highlight customer needs to achieve exceptional quality of service and engagement.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Playvox

JANUARY 5, 2022

Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience? Agent experience refers to the journey an employee takes with your company. Agent engagement refers to an employee’s mental and emotional connection to your company.

Contact Center 72

Contact Center How To Fashion Gamification 72

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

SurveySensum

MARCH 25, 2024

Exit intent popups swoop in at the very moment when a user is about to leave your site, giving you one final chance to engage with them, offer something of value, and potentially turn that fleeting visit into a lasting conversion. This helps reduce bounce rates, which is important for improving SEO and user engagement metrics.

Examples 52

Examples eBook Survey User Experience 52

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Quadient

OCTOBER 28, 2021

Overwhelming research supports that enhancing employee experience directly enhances customer experience, with studies showing that companies with highly engaged employees outperform by up to 147 percent. Successful customer experience strategies stem from empathetic, customer-centric cultures.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

Qualtrics

APRIL 11, 2019

How do you move from initial employee engagement survey to full-scale long-term measurement? The idea of developing and driving a multi-channel employee experience program, handling analytics and strategy, and acting on the feedback your receive in a timely way sounds daunting to say the least. Establish ownership.

Employee Experience 24

Employee Experience Multi-Channel Feedback eBook 24

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. Download this eBook to discover our KPI data findings from Techsee’s client network . Deploy a feedback survey after customers engage with a new feature or service to help evaluate its success. Why Measure CSAT?

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Qualtrics

FEBRUARY 14, 2019

If you hire remote employees, below are 9 ways you can keep them engaged, happy, and motivated. Pulse surveys are a quick survey that is typically shorter than the annual or quarterly employee engagement survey. Learn how to keep a pulse on remote employees. EMPLOYEE PULSE EBOOK.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

inmoment

APRIL 22, 2019

The brand’s unique SOPs automatically populate the Action Plan section, encouraging restaurant managers to train and emphasize the brand’s best practices with the employees who are on the front lines of the guest experience. Trend #2: The Importance of Engaged Employees. Trend #3: The Growth of Third Party Delivery.

Guest Experience 40

Guest Experience Trends Engagement Conference 40

Playvox

JUNE 6, 2023

The survey findings list three strategies for improving CX: Invest in upskilling employees for the digital world, including contact center agents, to develop and retain talent. Invest in technology to bridge the gap between CX and EX (employee experience). How does this fit in with the business strategy?

Contact Center 66

Contact Center Return on Investment Tips ROI 66

inmoment

MARCH 12, 2020

Companies that engage their customers with acts of goodwill will recover faster from the inherent economic slowdown brought about by this pandemic. Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Comm100

JUNE 19, 2018

If you already have a mission and vision, ensure that employees aren’t so tied up in meeting KPIs that they’re blind to long term goals. A strong vision of service which appeals to emotion helps employees to feel they are part of something worthy and important. Culture & Training. Conclusion.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Inbenta

JANUARY 17, 2022

Human-centered technology that drives both customer experience (CX) and employee experience (EX). Last year alone, customer service trends redefined how enterprises engaged with their customers. However, digital environments affect both customers and employees. Read our ebook: Customer service automation.

Self Service 98

Self Service Trends Customer Service Chatbots 98

NobelBiz

SEPTEMBER 15, 2021

The numbers speak for themselves: Web self-service volume increased for 57% of contact centers Email volumes increased for 50% of contact centers Social media engagement jumped for 47% of contact centers Chat usage jumped for 45% of contact centers Overall, this means digital channels jumped in volume for about 50% of call centers.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

Customer Experience 100

Customer Experience eBook Customers Meeting 100

BlueOcean

DECEMBER 20, 2017

In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term. It’s that simple. And that complex. What Do Millennials Want in their Work?

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Michel Falcon Experience

SEPTEMBER 17, 2014

I recently hosted a keynote speaking engagement for customer experience management professionals. When I asked the audience, “How many people believe they have a sufficient budget to improve their company’s customer experience?”. They genuinely want to engage with customers. They are traits you must possess naturally.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Michel Falcon Experience

AUGUST 18, 2014

After understanding these statistics you may approach employee onboarding differently. If you follow my blog or are subscribed to my email list (free ebook available on my homepage), you’ll know that I don’t just quote statistics and that I’m not theoretical. Employee onboarding is in the DNA of admired companies.

Handbook 123

Handbook eBook Training Exercises 123

Qualtrics

APRIL 17, 2021

But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. To keep agents engaged, team leads need to uplevel their coaching to include a wider range of data points and take a human-led approach. Customer experience is more important than ever.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Effort Score 49

Michel Falcon Experience

SEPTEMBER 3, 2014

Have we humanized the experience? Is it engaging? Instead of simply having a computer generated code, they were able to put a face to the offer which I believe gives them an opportunity to increase conversion and engagement. This subtle touch point is something I call a micro customer experience. It is authentic?

Marketing 121

Marketing Gamification eBook Retail 121

Confirmit

MAY 19, 2019

In this way, Confirmit, is uniquely positioned to support all your feedback and research programs including customer experience, patient experience, employee experience, and market research. Voice of the Customer eBooks.

Multi-Channel 40

Multi-Channel Healthcare eBook Analysis 40

Confirmit

MAY 19, 2019

In this way, Confirmit, is uniquely positioned to support all your feedback and research programs including customer experience, patient experience, employee experience, and market research. Voice of the Customer eBooks.

Multi-Channel 40

Multi-Channel Healthcare eBook Analysis 40

Bizagi

SEPTEMBER 10, 2020

This financial services provider’s primary channel of engagement with many of their traditional low-income customers was face-to-face through an extensive branch network. Not only will this help with customer experience but also employee experience. 3 – Automate aspects of your customer service.

Meeting 59

Meeting Customer Experience Banking Omni-Channel 59

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. All attendees will receive a discount code for 50% off the eBook. Colin is an international author of four best-selling books and an engaging keynote speaker.

Company 60

Company Airlines eBook Leadership 60

Qualtrics

DECEMBER 3, 2021

Key Takeaway: The labor force is applying for jobs, but the roles available aren’t meeting their expectations – making this more of an engagement problem than a labor shortage problem. Driven by the world-changing events of the past two years, employees have begun to reevaluate their priorities. Take the pulse on employee experience.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

Think Customers

DECEMBER 13, 2021

Data is at the core of any customer experience strategy. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. Adjust as necessary, learning from the process as you engage with it. Where are you hitting transformation roadblocks?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Beyond Philosophy

FEBRUARY 2, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

Tools 60

Tools Marketing CEM eBook 60

Qualtrics

APRIL 23, 2020

With some companies relying on a service award as their sole means of recognition, many newer employees are left wondering about their value. . The first few years of employment are crucial for recognition and engagement. But focusing on just the customer experience ? eBook: 2020 HR and Employee Experience trends report.

Rewards Programs 26

Rewards Programs Employee Experience Policies eBook 26