Playvox
FEBRUARY 13, 2023
With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.
Advantage Communications
JULY 30, 2020
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.
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ShepHyken
OCTOBER 1, 2023
Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. My Comment: Are you making changes in your contact center (or plan to)?
West Monroe
JUNE 22, 2022
If you lack information on any of these topics, it helps to perform an “outside-in” analysis of your customer’s experience. At minimum, we recommend observing the customer contact center for a day. A better employee experience correlates with positive customer experience.
Think Customers
JULY 2, 2019
“We’ve experienced the age of the customer and now the age of the employee is upon us,” Matulich said. The understanding that great customer experiences are impossible without great employee experiences was a major theme at the conference.
Think Customers
JULY 16, 2020
Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.
CSM Magazine
SEPTEMBER 1, 2022
Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.
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