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? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Supporting Customer Engagement as Channel Preferences Evolve.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

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. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. Customer Journey Mapping.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

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.” That is where employee engagement comes into the picture. Lezli Harrell, Vice President at COPC Inc.,

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Why Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

Calabrio

OCTOBER 19, 2022

The Digital Transformation of the Contact Center Is Still Happening. The modern contact center has radically changed within the last few years with a surge of companies switching to cloud services. What will the demands of the contact center be in 2030? The answer is clear: build greater brand guardianship.

Connections 147

Connections Contact Center Analytics Travel 147

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. You must also be able to factor in concurrency — handling multiple interactions at the same time. The term “employee experience” embodies many aspects of how an employee interacts with their job.

Self Service 85

Self Service Management Contact Center ROI 85

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

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

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

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

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 Contact center work is tough. There, I said it.

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

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. Learn more and request a demo at talkdesk.com. Thanks again Talkdesk.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 Contact center work is tough. There, I said it.

Contact Center 83

Contact Center Employee Experience Employee Engagement Training 83

CSM Magazine

JANUARY 11, 2023

Their vision is clear: empower people to create spaces they can be proud of by creating an exceptional customer experience that builds confidence with the most diverse selection and helpful resources. Through continuous customer feedback, we look forward to celebrating every success story and correcting any mistakes we make along the way. .”

Customer Experience 52

Customer Experience Contact Center Touchpoint Employee Engagement 52

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 Contact center work is tough. There, I said it.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

NICE inContact

JANUARY 19, 2016

While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have. The result is a more engaged, higher-performing, and longer tenured workforce. Guest blog post from our friends at HireIQ.

Contact Center 120

Contact Center Entertainment Social Media Policies 120

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Spending around 600 billion a year in the US, millennials have redefined how businesses interact with and retain customers. How Contact Centers Manage the Holiday Rush.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Using Chatbots for interactive onboarding. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees.

System 72

System Contact Center Call Center Customer Journeys 72

Call Experts

JANUARY 29, 2020

How can you monitor your customer experience? Partner with an experienced contact center to track and optimize your customer journey. Every interaction with a customer shapes your business and their perception of your products or services. How Contact Centers Manage the Holiday Rush. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Call Experts

FEBRUARY 19, 2020

Do they compare your business with other competitors and rate the experience with you higher? After interacting with the business, customers with a positive experience form a positive image of your brand. Enhanced customer experience is the key to improve customer loyalty. Key 2020 Trends: Cloud Contact Centers.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. We provide an outstanding experience to your customers. Focus on self-service benefits.

Tips 81

Tips Self Service Contact Center Call Center 81

Calabrio

MAY 10, 2019

How Superior Employee Experience Drives Superior Customer Experience. Here’s a topic close to my heart—the link between employees and customers. No CX strategy or tech investment will be successful without a talented and engaged team. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

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

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

TechSee

AUGUST 26, 2020

Omnichannel is also limited in its focus, considering only the relationship between the company and the customer, without factoring in employee experience. Multiexperience (MX) is an emerging approach that focuses on integrating the employee journey with the customer journey, creating an effortless experience for both.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Call Experts

JULY 17, 2019

Customer experience must always be a focus for your company. Complete contact centers work to ensure that your business retains clients and provides a balanced, focused journey. . Every business needs to understand the customer journey and the critical places to interact to better your customer’s satisfaction. .

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

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. Ultimately, the customer experience is still shaped by the employee experience.

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