ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Employee Experience 127

Employee Experience Customer Experience Self Service Call Center Experience 127

InMoment XI

OCTOBER 5, 2023

This frees your call center agents up to deal with more complicated problems while also reducing call volumes, saving your brand both time and money. By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters.

Contact Center 486

Contact Center Self Service How To Call Center 486

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs.

Call Center 59

Call Center Course Survey Leadership 59

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. Why Is Failure Demand Such a Fail?

ROI 493

ROI Call Center Return on Investment Measurement 493

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CSM Magazine

DECEMBER 18, 2021

In this last year, many call centers have struggled with leaders and agents leaving their positions at an alarming rate. In order to thrive, you’ll need to use every strategy to safeguard your team, hire the best staff, manage hybrid arrangements, provide relevant training, foster inclusion, and provide top-notch experiences.

Call Center 52

Call Center Customer Journeys Self Service Training 52

InMoment XI

AUGUST 22, 2022

Employee churn is complicated. There are so many reasons why employees may choose to leave, whether it’s personal circumstances, career opportunities, or just a negative employee experience. There are also many different effects to consider when you lose an employee, both tangible and intangible.

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

NobelBiz

SEPTEMBER 15, 2021

The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space. The remote call center was forced to fruition by the COVID-19 Pandemic and maybe we should all be grateful for it.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

InMoment XI

MAY 4, 2022

Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email. Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

NobelBiz

APRIL 24, 2020

This is First Contact: Stories of the Call Center. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis.

Consulting 52

Consulting Employee Experience Video Call Center 52

Call Experts

NOVEMBER 20, 2019

Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. Balancing headcount with technology helps to enhance customer service experience during the holidays. How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 56

Employee Experience Customer Experience Customer Centricity Culture 56

CSM Magazine

MARCH 28, 2024

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues.

Contact Center 52

Contact Center Call Center Exercises Resources 52

Michel Falcon Experience

FEBRUARY 19, 2016

The post From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career appeared first on Michel Falcon Customer and Employee Experience Expert. Regardless of whether you’re new to the profession, or a Chief Customer Officer for a major brand,… Read More».

Call Center 60

Call Center Consulting Chief Customer Officer Customer Experience 60

Calabrio

FEBRUARY 24, 2020

One of the big things that hasn’t changed is how people feel about working at a call center. Call center work is relatively easy to get into, but it can be a hard cycle to break. We dedicate time and resources to develop amazing agent-facing tools designed to improve the employee experience.

Contact Center 130

Contact Center Call Center Meeting Analytics 130

Uniphore

JUNE 9, 2021

Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate. Educate, engage and empower your employees. When we say employee-first, we mean employee-first.

Engagement 246

Engagement Contact Center How To Metrics 246

inmoment

SEPTEMBER 3, 2019

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. 5 Employee Experience Metrics Your Company Should Be Measuring. To build a great employee experience, a company must not only listen but act. Value for the customer.

Employee Experience 40

Employee Experience Measurement Customer Experience Net Promoter Score 40

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

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

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 26

Employee Experience Customer Experience Customers Employee Engagement 26

BlueOcean

JUNE 6, 2017

Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. In fact, the International Customer Management Institute pegs the average call center turnover rate at 33%. Attrition in the Contact Center.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Blake Morgan

OCTOBER 20, 2022

Employee experience is the basis of customer experience and leads to strong revenue growth. Employees are valuable customers and are giving themselves a voice to show their frustrations. The link between employee experience and customer experience is unignorable.

NPS 98

NPS Airlines Management Employee Experience 98

TechSee

APRIL 26, 2021

This means that call centers are more important than ever for assisting customers with their technical problems. But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Beyond Philosophy

OCTOBER 29, 2020

Good leadership provides an excellent employee experience and the employee experience you provide is essential. In fact, my book, Happy Employees Make Happy Customers explains in great detail how this works. The first call center I managed many years ago had 550 people in Bristol, England.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Blake Morgan

JANUARY 3, 2023

Their call center of 20k people was run using a phone and voicemail. . The company didn’t listen to employees. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience. Leadership didn’t invest in technology.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX).

Contact Center 147

Contact Center Call Center ROI Tools 147

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX). Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement.

Customer Service 69

Customer Service Hospitality e-support eBook 69

Calabrio

OCTOBER 19, 2022

The next step for us is predicting what topics are coming into your call center next. We believe AI and analytics can help reduce these unknowns in your contact center and provide exceptional customer experiences. Invest in Your Employee Experience. times more profitable.

Connections 147

Connections Contact Center Analytics Travel 147

Beyond Philosophy

MAY 25, 2022

Here are a few key moments in the discussion: 05:41 Goodmanson explains which parts of the employee experience of the contact center employee are broken and why. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

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

Blake Morgan

JANUARY 16, 2023

Their call center of 20k people was run using a phone and voicemail. The company didn’t listen to employees. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience. Leadership didn’t invest in technology.

Airlines 59

Airlines Travel Case Study Employee Experience 59

Beyond Philosophy

MAY 25, 2016

After all, if your employees don’t feel happy and pleased with their job and the mission of your organization, then how can they make customers feel happy and pleased with their experience? Just like a Customer Experience, you have to design your Employee Experience deliberately. What do you think?

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

ShepHyken

JANUARY 26, 2021

Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time. Providing support and loyalty to your employees is just as important as providing support and loyalty to your customers.

Call Center 117

Call Center Contact Center Loyalty Interaction 117