SuiteCX

JANUARY 29, 2021

A voice of customer program had been set up, and some relationship and transactional surveys were underway. Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. Dental insurance has many “customers.” She could close the loop in her sleep!

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. Was it worth training these employees or was it money down the drain? But here’s my take on it.

Training 130

Training Resources Course Loyalty 130

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.

Customer Service 200

Customer Service Exercises Customers Course 200

CloudCherry

MARCH 3, 2019

An amazing customer experience won’t just happen by accident. To assess your readiness for CX improvement, look to the CX Maturity Model. Here’s how to find those patterns in your own organization, so you can assess your CX readiness and take action. You can’t decide where you’re going if you don’t take stock of where you are.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience?

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What are the benefits of AI in customer service?

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Joe Rawlinson

OCTOBER 23, 2023

Nevertheless, lowering business costs without reducing product/ service quality, minimizing output, or asking some employees to take on lesser work isn’t easy. However, investing in time-tracking software that notifies you when employees approach overtime can help ensure you don’t pay unauthorized overtime.

Insurance 78

Insurance Policies Financial Tips 78

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. What are you looking for when hiring for agents in the hospitality industry?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. In customer service, every second counts.

Self Service 98

Self Service Chatbots Social Media Wait Times 98

CSM Magazine

MARCH 12, 2024

The sales-focused AI agents are optimized for SMBs in ecommerce, enabling customers to proceed through the sales cycle without human involvement. Chatfuel is not a copilot with pre-written customer support responses. During Chatfuel’s beta rollout, one small business implementing Chatfuel’s AI agents reduced hiring expenses by 300%.

Chatbots 52

Chatbots Sales Ecommerce Social Media 52

Experience Investigators by 360Connext

AUGUST 23, 2022

” — as the baffling reason employees aren’t understanding customer experience. It seems so obvious that employees should: Put the customer first. Get the right information to the customer. Call customers by their name. But what if: the customer is incorrect. Return calls promptly.

Guidelines 143

Guidelines Retail Innovation Interaction 143

Magellan Solutions

JULY 10, 2023

Boost Customer Satisfaction Your outsourcing partner’s expertise can boost customer satisfaction and improve business operations. Outsourcing will result in a quicker response time when meeting the customer’s needs. It allows them to provide outstanding service and exceed customer expectations.

Tips 92

Tips Management How To Culture 92

Kristina Evey

JULY 16, 2018

Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. You need to hire the right people. You have got to be decisive and strategic about who and how you hire. Front facing, behind the scenes, everyone.

Customer Experience 120

Customer Experience Leadership Customers Study 120

ProProfs Chat

APRIL 30, 2020

Unemployment figures are at an all-time high and the lockdown has pushed businesses to look for alternatives and tools to avoid bringing their hiring process to an unprecedented halt. Many industries including Healthcare, are on a hiring spree due to the unexpected rise in demands. Tools That Are Keeping Our Hiring Process Afloat.

Knowledge Base 101

Knowledge Base Policies Training Tools 101

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. In most industries, some if not all, customer interactions can now happen online.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations. We’re in this together.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. A bank without branches, they support customers by phone, Internet and mobile. First Direct never closes.

Case Study 148

Case Study Banking Study Hospitality 148

West Monroe

APRIL 23, 2024

As we dug into their operations, we found that 49% of tasks performed by pharmacists could be performed by technicians, allowing them to better leverage their employees, improve customer experience, save money, and drive revenue. Is your organization ready to answer that call?

Healthcare 52

Healthcare Financial Innovation Hospitality 52

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . When employees interact with customers, they have the great responsibility to represent the entire organization.

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

Customer Bliss

OCTOBER 28, 2021

This learned “ service roulette ” behavior that we all practice as customers costs companies in three ways: service costs, customer value erosion, and employee disenchantment. The inconsistency of folks responding to these situations sends customers to hang up and start again. That increases costs.

Case Study 148

Case Study Study Policies Government 148

SurveySparrow

FEBRUARY 14, 2022

As the name suggests, it is a data-driven process to study employees for their functions, aspirations, satisfaction, and potential. The goal is to help employees grow and achieve sustained business success. Simply put, people, or human resource analytics, focuses on business growth through its employees. Ain’t that amazing?

Analytics 98

Analytics Metrics Examples Survey 98

Customer Bliss

JUNE 28, 2019

Gainsight is a SaaS company focused on customer success. At SnackNation, Chelsie Rae thought about what she wanted the customer experience to look like at the end of 90 days. She shares that she mapped the experience and journey but really focused on customer churn. What made the customer tick? Create a Hiring plan.

Company 172

Company Customer Journeys Metrics Strategy 172

Steve DiGioia

OCTOBER 15, 2019

So, you must realize that your customer service will never be perfect either. Our customers expect us to be perfect, right? First, let’s look at 8 reasons why customer service will never be perfect. Today’s customer is informed in ways not dreamed of just a few short years ago. Good, now we can move on and try to fix it.

Customer Service 168

Customer Service Social Media Customers Sales 168

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Overall, customer experience is no longer just talk at your organization. Let’s imagine a year from today….

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Calabrio

FEBRUARY 11, 2020

Our focus on our customers makes them love our technology, and it shows—that’s why Calabrio was named the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management. Feedback from customers early in the development process helps minimize wasted cycles. And that’s a big perk by itself.

Insurance 130

Insurance Innovation Contact Center Analytics 130

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Here are four areas that help to deliver a total customer experience. .

Customer Experience 71

Customer Experience Social Media Touchpoint Sales 71

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture.

Effort Score 126

Effort Score Feedback Multi-Channel e-support 126

Magellan Solutions

MAY 21, 2023

Are you ready to make your brand more appealing to diverse customers ? Businesses deal with different types of customers every day, including those with foreign languages, such as Spanish, Chinese, Arabic, Korean, etc. If you want your business to be more competitive, consider hiring one of the best bilingual answering services.

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. Include customer tasks in YOUR to-do list every day or week.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees). Now You Are Ready to Respond to Change and Challenges.

Customer Experience 246

Customer Experience How To Culture Groups 246

Steve DiGioia

AUGUST 17, 2015

There are countless websites that tout the benefits and importance of “ hiring right “ Hire for attitude then train for the skills, is talked about. Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture. Of course not.

Airlines 100

Airlines Policies Training Course 100

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 150

Culture Social Media Customer Service Training Customers 150

delighted

FEBRUARY 2, 2022

And while the saying may not be referring to the employee lifecycle, the sentiment certainly rings true within the workplace. The employee lifecycle is the journey employees embark on when they first join your organization and lasts through to when they leave (and sometimes beyond that). What is the employee lifecycle?

Net Promoter Score 87

Net Promoter Score Social Media Employee Experience Survey 87

Call Experts

NOVEMBER 4, 2022

Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. 70% of the customer’s journey is based on how the customer feels they are being treated. 65% of customers said they have changed to a different brand because of a poor experience.

Industry 98

Industry Training Contact Center Customer Service 98

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81