CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

BlueOcean

NOVEMBER 30, 2017

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Contact Center 149

Contact Center Call Center Report Transportation 149

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. Why Workforce Engagement Matters to Business?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. The hybrid work environment is growing, and businesses are continuing to implement new technology to equip their employees with the necessary tools to work from home.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. The hybrid work environment is growing, and businesses are continuing to implement new technology to equip their employees with the necessary tools to work from home.

Contact Center 52

Contact Center e-support Culture Meeting 52

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. It’s often regarded as restrictive, costly, and an afterthought.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

BlueOcean

MAY 5, 2023

How does your culture support agent retention? The contact center world is riddled with stereotypes of soul-crushing jobs. You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers. Ultimately, you’re not asking for zero turnover.

Customer Care 156

Customer Care Contact Center Comparison Government 156

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? NPS, CSAT, CES, etc.)?How

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. This same company uses a game-like app with rewards to encourage employees to save on travel expenses.

Gamification 79

Gamification Contact Center Training Feedback 79

CX Accelerator

OCTOBER 7, 2019

Understanding what your customers 'think', 'feel', 'say', and 'do' to know the different aspects of your customer's experiences and preferences. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What is the employee experience (EX)?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Understanding what your customers 'think', 'feel', 'say', and 'do' to know the different aspects of your customer's experiences and preferences. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What is the employee experience (EX)?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

CSM Magazine

APRIL 27, 2022

Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences. Quantum Metric Embedded Replay is available in the ServiceNow Store. ” About Quantum Metric.

Metrics 52

Metrics Telecommunications Ecommerce Contact Center 52

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Better customer experience creates a cycle for better employee experiences. Article] Is Customer Experience Worth It?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. A display of group business metrics.

Self Service 85

Self Service Management Contact Center ROI 85

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Effort Score How To Self Service 140

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Contact Center 52

Contact Center Metrics Training Call Center 52

Bold360

FEBRUARY 26, 2020

Employees are consumers, after all, and as such, they’re increasingly accustomed to frictionless user experiences with robust self-service options: 81% of customers say they try to self-serve before calling a contact center. AI can also remind employees to update and amend knowledge when relevant, even making suggestions.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Experience Investigators by 360Connext

OCTOBER 13, 2020

Examples of Reactive Customer Experience… And How to be Proactive Instead. Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. These are the questions metrics need to prompt.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

ClearAction

MARCH 22, 2024

“ Culture and strategy complement and nurture each other and should be created simultaneously, making sure they are perfectly aligned. Some firms are experimenting with new metrics such as Net Trust Score. These 4 fundamentals have a huge domino-effect on all growth metrics. How do you influence companywide?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Comm100

MAY 21, 2019

While this might feel dangerous to businesses who have traditionally tracked time-based metrics, allowing your team to focus on quality instead of quantity means that they’ll typically make fewer mistakes, improving FCR and CSAT. Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence.

Conference 139

Conference Contact Center NPS Culture 139

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. Organizations frequently have a gap between leadership and employee perception of alignment with their statement of direction. Scorecards should have views into performance over time compared to targets.

Metrics 71

Metrics Average Handle Time Guidelines Measurement 71

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Measure the right behavior Make sure a gigCX worker’s performance metrics are aligned with the right results.

How To 105

How To Policies Tips Contact Center 105

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. Training cost reduction Training new employees in customer service or any other function in an organization is not cheap, with U.S.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

CSM Magazine

MAY 17, 2021

That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. To improve customer experience, contact center leaders need to first improve agent experience. That means looking beyond those one-size-fits-all metrics.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Effort Score 59

VDS

MAY 6, 2020

Understanding what your customers ‘think’, ‘feel’, ‘say’, and ‘do’ to know the different aspects of your customer’s experiences and preferences. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g.,

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97