Experience Investigators by 360Connext
APRIL 23, 2024
Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. And these efforts can significantly impact business outcomes. However, feedback alone cannot direct a strategy.
Playvox
JULY 14, 2023
In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.
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SurveySensum
SEPTEMBER 29, 2023
Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. But, if an employee is disgruntled, they are slower at finding a solution.
Playvox
JANUARY 25, 2024
Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX. This results in long wait times and abandoned conversations.
GetFeedback
MAY 9, 2019
Employee engagement : Employees have to be fluent in the company’s CX goal and strategy. There is an array of metrics to choose from, but three that you will see come up time and time again are Net Promoter Score (NPS) , Customer Effort Score (CES) , and Customer Satisfaction Score (CSAT).
CSM Magazine
OCTOBER 17, 2023
Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. The good news is UK contact centres appear to be on the right track by recognising the importance of agent wellbeing.
Beyond Philosophy
NOVEMBER 11, 2014
When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people. The key takeaways from this are that habits are natural for humans, can be changed if the timing is right, and are integral to building brands.
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