ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

MAY 21, 2018

Creating Good Employee Experiences Is Within Reach by Chris Poteet . CMSWire) Organizations have renewed their focus on providing quality customer experiences (CX). However, companies must be mindful not only of the experiences they offer their customers, but also of the experiences they offer their employees.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

Comm100

JUNE 19, 2018

In short – aliases can be fantastic to inspire engaged employees to achieve better. But be cautious of mandating their use, as encouraging disengaged employees to fake a persona can be damaging. Culture & Training. It’s only through paying attention to employee engagement that those cast members can be empowered to.

Contact Center 101

Contact Center Entertainment eBook Culture 101

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. It is expected.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Call Experts

SEPTEMBER 18, 2019

At Call Experts, we invest in training. We understand the need for a business to stay relevant and are dedicated to investing in our employees to ensure that we have a strong team to support the needs of our customers. For the new team member, training doesn’t end on graduation day. Training for all.

Training 40

Training Call Center Conference Contact Center 40

ShepHyken

AUGUST 27, 2018

(Toister Solutions) I decided to investigate the happy employees equal happy customers claim by reviewing Glassdoor ratings for the 20 companies with the best customer service. My Comment: Does a great employee experience mean a better customer experience? Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Get closer to your employees. Retail is far from dead.

Retail 189

Retail Conference Employee Engagement ROI 189

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. So, what does all this mean to the Employee Experience and, perhaps more importantly, why should you care?

Government 101

Government Employee Experience Employee Engagement Social Media 101

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

System 72

System Contact Center Call Center Customer Journeys 72

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Customer Bliss

MAY 7, 2019

A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. Both customer and employee experiences would improve. Moving from talk to action here requires knowing which you’re kidding customer experiences can be planned ahead of time to give employees that wiggle room.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Beyond Philosophy

MAY 3, 2018

While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. The bigger they get, the less concerned they are with building customer-centered experiences and empowered employee experiences. 30 April 2018. < 2 April 2018.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. In such a scenario, if a human agent is available, we hand over the call to one of our trained Experts to deal with your customer’s grievances. . What is an employee call out-line?

Tips 81

Tips Self Service Contact Center Call Center 81

Call Experts

JANUARY 8, 2020

Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Streamline your employee absentee process with a call out hotline.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Call Experts

FEBRUARY 19, 2020

Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Streamline your employee absentee process with a call out hotline.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

MARCH 5, 2020

With a dedication to excellence, every Call Experts team member receives continuous training to guarantee the best service experience for your customers. Call Experts can help you manage your customer experience and provide real-time insights with relevant, customized reporting. . . 6 Key Benefits of Employee Call Off Lines.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Call Experts

JANUARY 29, 2020

Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Streamline your employee absentee process with a call out hotline.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

ShepHyken

SEPTEMBER 2, 2019

That’s up from 25% in 2018. Improve Employee Experience to Improve Customer Experience by Jeannie Walters. Experience Investigators) The employee experience can feel hard to manage. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 85

Customer Service Conference Employee Experience Customer Service Training 85

Call Experts

FEBRUARY 12, 2020

Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Streamline your employee absentee process with a call out hotline.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. It is essential to have well-experienced agents with holiday relevant training and preparation. . . Centers incentivize employees to work over the holiday and be prepared. FCC blocks Robo-Calls.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Call Experts

MARCH 18, 2020

Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Streamline your employee absentee process with a call out hotline.

Contact Center 75

Contact Center Call Center Customer Journeys Conference 75

CX University

JULY 9, 2018

No one was laid off, and DTE is still in the top 29% of its industry as of 2018 (DNA of Engagement, 2018). But at the same time, Anderson delivered responsibility back to employees, acknowledging them as the primary value drivers. Driving Employee Retention at the Point of Influence – USAA. Accessed June 28, 2018.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” Beyond that, once you've got those folks on board, it's incumbent on you to teach and train them about the customer-centric culture they've joined.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Call Experts

DECEMBER 12, 2019

Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently. Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Free your Phone!

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

Call Experts

AUGUST 2, 2019

6 Key Benefits of Employee Call Off Lines. Impact of Customer Experience on Churn and Retention. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. What is an employee call out-line?

Company 68

Company Call Center Conference Contact Center 68

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. Previous mergers include: Pulse Train, CustomerSat, Techneos, Integrasco, and IRM.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Experience Investigators by 360Connext

OCTOBER 22, 2019

consumers say they’re getting a good Customer Experience from companies. These numbers will keep going up, meaning that if you aren’t on board the CX train by now, you are already behind your competition. consumers say they're getting a good Customer Experience from companies. Despite this, only 49% of U.S.

Trends 169

Trends Customer Experience Chatbots Innovation 169

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. It is essential to have well-experienced agents with holiday relevant training and preparation. . . Centers incentivize employees to work over the holiday and be prepared. FCC blocks Robo-Calls.

Call Center 49

Call Center Management Contact Center Customer Journeys 49