COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Digital experiences have been “fluid in the sense that they’ve been volatile,” she said.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Think Customers

MARCH 21, 2022

2022, 68% of remote workers surveyed are comfortable returning to the office, compared to 46% in Feb. Here are 3 employee experience strategies to keep your remote and hybrid workforce engaged in 2022 while balancing a return to the office. Many workers ask, ‘why go back?’.

How To 52

How To Employee Engagement Meeting Strategy 52

Experience Investigators by 360Connext

JANUARY 5, 2022

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. . Related Resources: [Article] Communicating CX: 12 Tips for Talking About Customer Experience.

Resources 369

Resources Customer Journeys Video Strategy 369

Eptica

JULY 21, 2019

Gartner believes that while the share of customer service interactions handled by technology will rise (from 49% in 2017 to 85% in 2022), human interactions will not fall by a corresponding proportion. Forrester’s report sets out three principles for creating future employee experiences that incorporate AI.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

Call Experts

FEBRUARY 12, 2020

through 2022. Monitor Your Customer Experience with Real-Time Dashboards. 5 Tips on AI-Powered Phone Lines. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Rapid Adoption of AI.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. It’s the foundation of a differentiated customer experience and employee experience.

B2B 121

B2B Brands Innovation Government 121

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Read our analysis and tips on balancing labor shortage with great CX. Not only that, but consumer demands are higher than ever before.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Connect with Shep on LinkedIn. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Beyond Philosophy

FEBRUARY 17, 2022

Our success has not been in doing everything associated with Customer Experience but knowing the bits we were good at and which ones we weren’t. . For example, we had an opportunity to get into employee experience since it is closely related to Customer Experience. However, the exchange needs to be a win-win.

Company 88

Company Tips Consulting Conference 88

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 5 Common Sense Tips for Driving Employee Engagement 1. Then apply a little common sense.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Quadient

JULY 25, 2022

Mon, 07/25/2022 - 20:09. It provides a consolidated view of customer touchpoints, connects the emotional aspects of brand interactions and enables users with tools to resolve pain points to create enjoyable experiences. . Done right, customer journey mapping is a powerful tool that can transform the customer experience.

Customer Journeys 52

Customer Journeys Omni-Channel Touchpoint Customer Centricity 52

Lithium

SEPTEMBER 9, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Once your agent reaches their tipping point, it will cost more than just the price of replacing that agent. No matter how anyone could cut this, this is losing money on all fronts.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Lithium

JULY 20, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Once your agent reaches their tipping point, it will cost more than just the price of replacing that agent. No matter how anyone could cut this, this is losing money on all fronts.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

SurveySparrow

JUNE 20, 2022

But it’s just the tip of the iceberg. Since you’re using SurveySparrow to create a chatbot, which is way better than creating one from Salesforce itself, you must connect the bot to Salesforce Lightning. Use this to your advantage with chatbots and see the changing customer service and experience trends in your Salesforce CRM.

Chatbots 52

Chatbots Customer Service How To CRM 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement. Jeff Toister.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52