CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Gamification 52

Gamification Customer Service Omni-Channel Training 52

Playvox

JANUARY 5, 2022

Agent engagement refers to an employee’s mental and emotional connection to your company. According to SHRM , it also includes an employee’s willingness and ability to contribute to the company’s success. Another important piece of the employee experience is making sure your agents have the tools they need to do their jobs.

Contact Center 72

Contact Center How To Fashion Gamification 72

Playvox

FEBRUARY 2, 2022

Agents are subjected to massive amounts of stress as they handle a high volume of interactions and resolve a variety of customer issues — all while being required to remain pleasant and empathetic. You can do this with gamification to reward and recognize agents for delivering superior experiences. The Burnout Antidote.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

Playvox

APRIL 5, 2022

The foundation of contact center success is attracting and retaining skilled and motivated employees while giving them opportunities to grow with the company. After all, the employee experience drives the customer experience. Fortunately, technology has evolved as well.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

CXApp

AUGUST 21, 2018

However, before you can focus on a forward-facing customer experience, you have to look inward. Crafting an engaging employee experience (EX) must come first. Companies with great employee experience outperform the S&P 500 by as much as 122 percent. Crafting an engaging employee experience (EX) must come first.

Customer Experience 40

Customer Experience Gamification Employee Experience Social Media 40

COPC

JANUARY 15, 2024

Every part of the employee experience matters, yet new hire onboarding  is an especially critical period. This initial phase lays the foundation for a new employee’s lasting success, shaping their perception of the company and team.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Michel Falcon Experience

SEPTEMBER 3, 2014

The Airbnb team humanized the interaction with a unique code and picture of the recommendee. This subtle touch point is something I call a micro customer experience. A micro customer experience is a small, subtle, affordable and memorable interaction a brand has with their customers. Will this be fun for our customers?

Marketing 121

Marketing Gamification eBook Retail 121

Oracle

MARCH 16, 2020

Employee experience is a hot topic in 2020, with execs like Walmart’s CEO taking on initiatives that focus on retaining front-line staff. So it should come as no surprise that tech solutions are emerging to engage and motivate the modern employee. “How do you measure customer experience?

Retail 60

Retail Innovation Net Promoter Score Effort Score 60

Clicktools

JANUARY 6, 2017

Your customers should be able to comfortably interact across the entire journey only from their phone. Honor the employee experience. If you haven’t yet expanded your feedback program to include employee feedback, now’s the time to do it. Keep that in mind as you rework your journey maps this year.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

SurveySparrow

JANUARY 26, 2021

A huge balloon would be tied at their desk so that other employees could easily find them and interact with them on their first day at the office. Many employees cite that orientation programs with a one-hour PowerPoint presentation on company history, values and mission are dull.

Culture 98

Culture e-support Employee Engagement Gamification 98

SurveySensum

OCTOBER 17, 2023

Qualtrics is known for its versatility and robust capabilities in areas such as CX, employee experience, product feedback, market research, and more. It improves your end-user experience by centralizing all your direct and indirect feedback in one place. It enables users to create detailed and customized reports.

Feedback 52

Feedback Tools Management Knowledge Base 52

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. In addition to creating turnover issues , burnout can also prompt interaction avoidance and quiet quitting. A phased implementation is best.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

RapportBoost

DECEMBER 10, 2018

Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. A multi-channel contact center is one that allows agents to interact with customers over several communication channels, where each channel operates in isolation.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Oracle

OCTOBER 29, 2019

Is there an opportunity for technology to improve the employee experience and make showing up for work every day a bit more… fun ? Here are 4 ways tech can transform how employees communicate at work. And, there are multiple use cases for using bots to communicate with employees, especially on behalf of HR.

Employee Experience 44

Employee Experience Gamification Tools Chatbots 44

CSM Magazine

AUGUST 8, 2023

It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). Think Holistically: look beyond the desktop to gauge the end-to-end employee experience. Put WEM into practice So what can be done to build a happier team?

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Playvox

MAY 2, 2023

A cloud contact center is one that’s hosted somewhere other than a contact center’s physical premises and handles all customer interactions through a single platform. The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

SEPTEMBER 20, 2023

According to a Zendesk survey, 73% of consumers will switch to a competitor after multiple bad experiences — and more than half will abandon a company after just one poor interaction. Then businesses started to realize there is actually a lot of gray when measuring the quality of interactions because customers’ needs are unique.

Contact Center 52

Contact Center Gamification Competitive Advantage Interaction 52

BirdEye

APRIL 12, 2023

Personalized customer experiences CRM software tracks customer interactions and compiles a wealth of information, enabling businesses to personalize their marketing, sales, and customer support. This creates a better customer experience and fosters loyalty. It has an AI sales assistant called Zia.

CRM 52

CRM Examples Customer Relationship Management Customer relationships 52

SurveySparrow

JULY 5, 2022

The objective of the brains behind the technology is to make it easy to use and fun to interact with. It is possible to do this by understanding how human beings interact with technology, what are the pain points for them, and being empathetic with them to make the experience smoother, better, and more useful.

Gamification 52

Gamification User Experience Travel Tools 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Have a specific purpose for each customer service coaching session.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Develop soft skills through “experience engineering.”.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Develop soft skills through “experience engineering.”.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

SurveySparrow

NOVEMBER 14, 2020

An effective way to start would be by investing in employee engagement software that includes features such as gamification technology, employee feedback tools and benefits programs. . To create an employee engagement survey or employee satisfaction questionnaire, you’ll need a dedicated survey software at your disposal.

Customer Journeys 52

Customer Journeys Employee Engagement Culture Leadership 52