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

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

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. Those values are then added up which leads to an overall score. How do you “read the customer” in texts and chats?

Analysis 82

Analysis Contact Center Effort Score How To 82

VDS

JUNE 28, 2019

5 Reasons to Launch Your Contact Center to the Cloud. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization. Happy Employees Lead To Happy Customers. Agent turnover is still the number one challenge for contact centers.

Contact Center 40

Contact Center Net Promoter Score Call Center Effort Score 40

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways. 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. Free Resource] CX Success Statement Workbook.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps.

Self Service 85

Self Service Management Contact Center ROI 85

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Experience Investigators by 360Connext

OCTOBER 13, 2020

” or “Looks like our Net Promoter Score took a tumble.” Once you’ve identified where the customer experience is or isn’t delivering, you need to report that, too. For example: It could be easy to report “an increase in transactional Customer Satisfaction after an experience with the contact center.”

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

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

TechSee

AUGUST 26, 2020

In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. For the Employee. Companies have taken note. Improve self-service offerings.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Beyond Philosophy

JANUARY 13, 2022

Sometimes, Robert says, no matter how much time, effort, and investment you put into improving the customer relationship, it remains dismal from both perspectives. ” In it, we introduce the idea that complex customer relationships take a toll on your organization in the form of resources and employee experience.

Effort Score 78

Effort Score How To Customer relationships Contact Center 78

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Contact Center 75

Contact Center Management Effort Score Call Center 75

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. But while customers are obviously important, so are employees.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Effort Score 59

Comm100

MARCH 16, 2022

The top-performing private sector in the US boasts a customer satisfaction score of 8.3 In US government, this score languishes at 4.5. In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry. out of 10 CSAT score, government scored a disappointing 4.5.

Government 191

Government Customer Service Chatbots Effort Score 191

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. Customer experience is more important than ever. But while customers are obviously important, so are employees.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Effort Score 49

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. In this case, customer satisfaction or effort scores are more relevant.

How To 105

How To Policies Tips Contact Center 105

Innovative CX

JUNE 1, 2021

For a better customer experience. I think we can all agree that the linkage between customer and employee experiences is critical to delivering on your brand’s promise. For years, we’ve said happy employees make happy customers. Often, those employees engaged in adjacent operations such as Accounting, I/T, HR, etc.,

Customer Experience 59

Customer Experience Net Promoter Score Effort Score Contact Center 59

Experience Investigators by 360Connext

APRIL 28, 2017

These changes have improved the employee experience in dramatic ways, too! Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? This is an important factor in customer experience – we’ve all been there, right?

Case Study 152

Case Study Airlines Conference Wait Times 152

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

TechSee

JANUARY 25, 2023

[link] Robb Origer, Vice President, Field Services Robb Origer has 25+ years of broad experience in operations, service, and sales. He has built and led teams supporting customer acquisition, final mile, and service efforts for organizations nationwide. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Management 41

Management Automotive Leadership Effort Score 41

Kustomer

OCTOBER 7, 2021

Leaders should be more concerned with employees functioning as robots, doing repetitive, boring tasks every day than they should be that machines will replace their people. Personalizing the Brand Experience. Turning your contact center into a revenue center is done easily when agents are providing proactive customer support.

Banking 98

Banking Contact Center Airlines e-support 98

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. How do contact centers not only survive but thrive in this new era? Contact center leaders need to embrace: Massive amounts of data which are now available.

Self Service 78

Self Service Management Contact Center Effort Score 78

Kustomer

JUNE 17, 2021

A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways. Why is this?

Sales 99

Sales Employee Experience NPS Banking 99

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” Companies with an employee engagement program experience 233% greater customer loyalty.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Qualtrics

SEPTEMBER 23, 2019

Focus on the quick fixes and low-hanging fruit, and aim to show the value of the efforts. Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. A lot of people talk about “listen, interpret, act”… and forget the “monitor” piece, too.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

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

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

SurveySparrow

JUNE 15, 2023

Share Customer Effort Score (CES) surveys right after each sale or interaction to see if they would stick to your brand. SproutSocial: An all-in-one social media management platform, SproutSocial is a great addition to your customer service efforts. Medallia is a platform for managing customer experiences.

Customer Experience 52

Customer Experience Effort Score Self Service Hospitality 52

SurveySparrow

AUGUST 11, 2022

Medallia, another American company, is a customer and employee experience management software. Additionally, Medallia has expanded its capabilities recently with its acquisition of Mindfu l, the global leader in contact center callback technology. Qualtrics Customer Experience is rated at 4.3 Medallia AI.

Comparison 52

Comparison Omni-Channel Self Service Analysis 52

Thematic

SEPTEMBER 13, 2022

You can tailor themes to add business nuance: it’s low effort and low maintenance. You can add every source of feedback into Thematic: internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). There’s no need for manual coding or training.

Analytics 71

Analytics Software Self Service Analysis 71

ClearAction

NOVEMBER 4, 2020

1 Empathy-infused H2H has been a weakness historically, and it will take concerted efforts for it to remain prominent. Forces on customers are dictating digital experience and employee experience, along with investor experience, supplier experience, and community experience.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147