Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

Hello Customer

DECEMBER 16, 2020

It's tough to manage a customer service department. Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. When executives don’t see the value of great customer service you’re seen as a cost, not as an opportunity.

NPS 76

NPS Effort Score Customer Service Metrics 76

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. One way to do this is by incorporating customer strategy into employee training programs.

Employee Engagement 68

Employee Engagement Engagement Hotels Effort Score 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? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. Improve self-service offerings.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. One way to do this is by incorporating customer strategy into employee training programs.

Employee Engagement 40

Employee Engagement Engagement Hotels Effort Score 40

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

Daniel Group

JULY 17, 2021

Also, individual employees and teams, like engines, can seem intimidatingly complex. Human systems are difficult to decode, let alone manage; just lifting the hood can be downright scary! Yet as Parts 1 and 2 of this series addressed, looking past your employees risks leaving a lot of hard business results on the table.

Engagement 59

Engagement Company Employee Engagement Effort Score 59

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. How are managers delivering coaching?

Contact Center 74

Contact Center Measurement Call Center How To 74

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ViiBE Blog

MAY 26, 2021

From databases to documents and records of previous customer experiences, knowledge management turns any essential information into assets, which the company and its workforce can shape their performance upon. What is a knowledge management tool? There are two main types of knowledge management systems.

Software 52

Software Management How To Knowledge Base 52

SurveySparrow

DECEMBER 29, 2023

Charting Your CX Enhancement Goals Once you have a solid understanding of your customers and their journey, it’s time to define your CX improvement objectives. These goals should be in line with your business aims and be designed to enhance the overall customer experience. What does Customer Effort Score measure?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

CSM Magazine

OCTOBER 17, 2023

Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. These are trends that apply equally to the world of customer service.

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. The what, where, and why of customer experience management (CXM).

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Daniel Group

JANUARY 26, 2022

But just because CX is getting attention is no reason, by itself, to embark on a CX improvement effort. 1st Reason: Customer Experience Makes Your Company More Competitive. Years ago, the technical features of a product or service were the main differentiators for one B2B competitor to the next. billion hits). That is changing.

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Qualtrics

DECEMBER 14, 2021

Having an effective customer service team can be a make or break for your business. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand. How we can help.

Management 26

Management How To Effort Score Interaction 26

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field.

Management 41

Management Automotive Leadership Effort Score 41

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Recognise your business is about the customer and not you.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. The what, where, and why of Customer Experience Management (CXM).

Customer Experience Management 43

Customer Experience Management Customer Experience Management Customer Journeys 43

Daniel Group

AUGUST 19, 2020

We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. Managers look for solutions. Approximately 1,500 employees serve its more than 10,000 customers through a 40+ store network. . Empowering Managers. Is it Working?

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Hello Customer

FEBRUARY 6, 2020

In a fiercely competitive space like security customers demand the best, especially when their safety is involved. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. says Anne Caremans, Senior Project Manager for Securitas Belgium.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

Verint

FEBRUARY 10, 2016

After all, those are the people who serve your customers and help determine if they stay loyal or not. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Stella Connect

FEBRUARY 7, 2018

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code.

Contact Center 49

Contact Center Feedback Management Effort Score 49

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. Customer Experience Specialist.

Contact Center 52

Contact Center Report e-support Effort Score 52

Daniel Group

JULY 17, 2019

Also, individual employees and teams, like engines, can seem intimidatingly complex. Human systems are difficult to decode, let alone manage; just lifting the hood can be downright scary! Yet as Parts 1 and 2 of this series addressed, looking past your employees risks leaving a lot of hard business results on the table.

Engagement 40

Engagement Employee Engagement Effort Score Return on Investment 40

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. We hear this in our own conversations with customer service leaders.

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

Stella Connect

FEBRUARY 7, 2018

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code.

Contact Center 40

Contact Center Feedback Management Effort Score 40

SurveySparrow

JANUARY 5, 2021

Returns on employee experience mean having the proper employees’ experience management strategy to improve their employee journey. That means you have to be more focused on implementing an employee engagement plan in your company. Here’s an employee engagement survey to boost employee pulse. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445