ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! Contact center work is tough. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Yes, you should be freaking out.

Contact Center 82

Contact Center Employee Experience Employee Engagement Training 82

ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! Contact center work is tough. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Yes, you should be freaking out.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Innovative CX

AUGUST 10, 2021

As a leader in many contact centers, I gradually evolved my thinking towards creating two types of metric categories for our contact center agents – performance and health metrics. Is there a relationship between a decline in NPS and your customer retention percentage? ·

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

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. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Or it may be defined as what happens in the contact center.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

VDS

JULY 22, 2020

And, close any necessary gaps in the plan regarding the employee and customer experiences. Expect employee engagement to be different moving forward. Be prepared to have conversations with employees about working from home and look for areas where you can be flexible.

Connections 52

Connections How To Contact Center Policies 52

Customer Guru

AUGUST 8, 2018

Jay Baer the Founder of Convince & Convert, The New York Times bestselling author of six customer-focused books, global keynote speaker, and a digital expert. His vast experience in planning and implementing customer-focused strategies helps his clients achieve great customer experience, retention, and, in turn, customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Think Customers

OCTOBER 12, 2020

Guess what’s mission critical for contact centers in the COVID-19 age? Asynchronous employee training. Customer initiatives based on speed, flexibility, and a better customer experience. Focus has shifted to what will keep the business going without taking on too much risk. Remote workforces. Omnichannel.

ROI 52

ROI Healthcare Insurance Contact Center 52

ProProfs Chat

MAY 6, 2020

Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. This allows them to perform well and create a delightful customer experience journey effectively.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Think Customers

DECEMBER 13, 2021

It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization. Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers.

Contact Center 30

Contact Center Call Recording Resources Technology 30

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. See how Humana has put Verint to work to help its members thrive.

Customer Service 42

Customer Service Healthcare Contact Center Analytics 42

Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

Customer Service 37

Customer Service Contact Center Engagement Customers 37

Verint

FEBRUARY 15, 2018

If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Contact Center 26

Contact Center Average Handle Time Customer Journeys Customers 26

Verint

APRIL 23, 2018

The $695 conference rate has been extended through April 27, so register today to secure your spot—and to sign up for a free subscription to Contact Center Pipeline ! Just download the conference justification memo that you can easily customize. There’s still time to register!

Engagement 31

Engagement Conference Contact Center Hotels 31

Natalie Petouhof

APRIL 7, 2016

Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. It must be driven by being customer-focused regardless of which department “owns” the channel.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

DECEMBER 13, 2017

Increase Employee Engagement by Providing Transparency. This combination of scorecards and automated quality can generate a greater sense of fairness in the evaluation process, empowering agents to examine their performance and self-correct behavior—ultimately increasing employee engagement.

Average Handle Time 26

Average Handle Time First Call Resolution Employee Engagement Software 26

Verint

NOVEMBER 1, 2017

Join Jacobs and Emenecker as they discuss automated quality management and their insights into these five important questions to be addressed live during the webinar: How can you communicate the benefits of automation to your employees? What are some of the ways that automating quality can improve employee engagement?

Data 26

Data Employee Engagement Groups Technology 26

Verint

OCTOBER 11, 2017

Similarly, rare or unusual issues may not have occurred often enough for the contact center to be aware of them, so answers may only exist in the online community. As a result, there are many situations when an emerging issue is answered by a community member before a formal knowledge base article has been published on the topic.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

Avaya

SEPTEMBER 6, 2018

Sustainable, agile transformation should work to elevate VoC by capturing customers’ expectations, preferences and aversions. Without a successful VoC program, it’s nearly impossible to create value-driven, customer-focused change. It just won’t work. How are companies doing when it comes to VoC, then?

Communication 43

Communication Customer Expectations Survey Touchpoint 43

Natalie Petouhof

SEPTEMBER 12, 2017

In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increasing productivity and motivation. Are they super customer focused?

Competitive Advantage 56

Competitive Advantage Culture Innovation Software 56

Verint

MARCH 27, 2018

The Engage18: Global Customer Conference will also boast more than 70 conference sessions—each one designed to provide attendees with the knowledge, tips and solutions that will help lay a path for their company's customer and employee engagement success. Click here.

Engagement 22

Engagement Conference Sports Employee Engagement 22

Verint

JANUARY 16, 2018

The bottom line is that AQM provides the ideal method of fairly and consistently measuring an agent’s performance, enabling organizations to quickly implement changes in methodology, train agents when needed, and optimize customer interactions, ultimately leading to improved satisfaction and greater employee engagement.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

DECEMBER 16, 2019

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. Boost revenues? Drive long-term loyalty?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. The contact center is often just the start of the customer’s journey. Empower Your Employees with More Data, More Automation. November 9; Online Webinar. November 15; Online Webinar.

Self Service 6

Self Service Contact Center Engagement Groups 6

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Verint

APRIL 24, 2018

Engage18: On The Inside. Most parents would agree that the average four- to five-year-old has a mind filled with questions. They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities.

Engagement 27

Engagement Conference Customer Engagement Self Service 27

Verint

APRIL 17, 2018

Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President.

Conference 26

Conference Culture Self Service Contact Center 26