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 ? My favorite metric was how they determined the incredible results of reducing wait time. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

Think Customers

NOVEMBER 22, 2022

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. In 2023 it’s time for a more thoughtful and proactive approach to customer experience (CX) and employee experience (EX).

Self Service 52

Self Service Trends Contact Center Employee Experience 52

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Long wait times, outdated automated systems, and other inefficiencies add to that frustration.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

Playvox

JANUARY 25, 2024

This results in long wait times and abandoned conversations. The two work together like salt and pepper to help modern contact centers provide outstanding omnichannel customer experience and elevate agent engagement and the employee experience (EX). Contact centers that do so reap the following benefits: 1.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Thematic

MARCH 27, 2024

 Over the storm period, the insights team could see that detractors were on the increase and customers were unhappy about the wait times. Along the way they demonstrated that improving the employee experience has a positive impact on customer experience.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Comm100

JUNE 15, 2020

By giving customers the option of ordering their meal through a kiosk, or through a cashier, McDonald’s demonstrates the success you can achieve by combining automation with human.

Chatbots 162

Chatbots ROI Training Employee Experience 162

Think Customers

SEPTEMBER 21, 2022

Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. Staffing issues are the biggest issue affecting many firms’ ability to provide quality customer experience, both Hein and Dukes agree. But, is that good strategy to meet the current moment and prepare for 2023?

Financial 52

Financial Contact Center Banking First Call Resolution 52

Comm100

MARCH 16, 2022

The United Kingdom’s Government Digital Services, the Canadian Digital Services, and Singapore’s Government Technology Agency are all examples of governments dedicating resources towards digital technologies that experience citizen experience, as well government employee experience.

Government 200

Government Customer Service Chatbots Effort Score 200

Comm100

JUNE 15, 2020

By giving customers the option of ordering their meal through a kiosk, or through a cashier, McDonald’s demonstrates the success you can achieve by combining automation with human.

Chatbots 130

Chatbots ROI Training Employee Experience 130

CloudCherry

DECEMBER 1, 2018

Developing a long-term relationship with members will help employees become trusted advisors with deep insight into the needs of members. Wait times often have a high impact on NPS and can be a big cause of dissatisfaction at specific branches. Employee experience is also key to delivering a consistently great member experience.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

CSM Magazine

NOVEMBER 27, 2020

Waiting times. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home. He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience.

Insurance 98

Insurance How To Chatbots Wait Times 98

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. What’s the impact of achieving this next level of self-service on customer experience and employee experience? .

Self Service 52

Self Service Engagement Strategy How To 52

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

System 72

System Contact Center Call Center Customer Journeys 72

Call Experts

DECEMBER 12, 2019

Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind. For too many customers, this also means longer wait times. Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Let’s answer those questions!

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CSM Magazine

JUNE 26, 2023

Many of these processes are manual and time-consuming. Between the attrition rates at contact centers, long wait times, the great resignation, and other challenges in the industry, a tool that can recognize patterns in disparate sources of data and respond faster and more efficiently seems like a dream come true.

Contact Center 52

Contact Center How To Tools Wait Times 52

SurveySparrow

JUNE 22, 2023

Innovations like AI-powered customer service bots, predictive analytics for personalized services, biometric authentication for bolstered security, and user-friendly mobile apps are enhancing customer experience in banking. Simultaneously, recognizing and enhancing the employee experience can play a critical role in achieving this goal.

Banking 52

Banking Customer Experience Customer Journeys Financial 52

Kustomer

SEPTEMBER 17, 2020

And so when it comes to the customer experience and the employee experience, not only is she kind of eat, drink and sleep some of that in practitioner land, but also from a consultant, and now obviously at Gallup helping companies figure out this interesting dynamic between the employee and the customer engagement.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. I try to do that myself in this blog from time to time too. You call it processing time.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Bold360

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Self Service 98

Self Service Strategy Multi-Channel How To 98

PeopleMetrics

NOVEMBER 1, 2022

For some customers, this might be solved by sufficient self-service tools, while other customers may need short wait times to speak to a knowledgeable customer representative. Here are a few aspects of customer experience to consider on these primary channels: Brick and mortar locations. Employee Experience.

Banking 62

Banking Trends Customer Experience Self Service 62

Smith+co CX

NOVEMBER 24, 2020

Together, we can now help our joint clients do what we wrote about in our last book ‘ On Purpose, delivering a branded customer experience people love’ ; to ‘ Stand Up’ through having a clear brand purpose, to ‘ Stand Out’ by delivering a distinctive customer experience, and to ‘ Stand Firm ’ thorough creating a distinctive employee experience.

Banking 36

Banking Wait Times Government Customer Satisfaction 36

CloudCherry

NOVEMBER 9, 2018

Developing a long-term relationship with members will help employees become trusted advisors with deep insight into the needs of members. Wait times often have a high impact on NPS and can be a big cause of dissatisfaction at specific branches. Employee experience is also key to delivering a consistently great member experience.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Think Customers

MARCH 21, 2023

Improving the employee experience in this way ultimately enhances the customer experience as well. We found that agents demonstrating empathy—and the person feeling that impact—has twice the impact on loyalty than shorter wait times. Empathy is equally crucial to the employee experience.

Report 52

Report Airlines Healthcare Transportation 52

Beyond Philosophy

NOVEMBER 11, 2014

When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Think Customers

JULY 29, 2022

Having the right information on hand also reduces wait times, costs to serve, and increases customer satisfaction. These insights can help companies better train their customer support teams and ensure they’re equipped with the right information to meet customer needs.

Data 59

Data Apparel Automotive Tourism 59

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. And then the wait time for a rep to actually take/answer your call. Does it make you cringe? I know how painful it can be to call customer service. There's the IVR menu that requires 17 prompts to get to the rep.

Customer Service 80

Customer Service Call Center Case Study Customers 80

Interactions

MARCH 4, 2021

How do CEOs balance profitability, deploying new innovation, increasing customer satisfaction, and improving their employee experience? Conversational AI deployed to enhance the customer experience is the solution that CEOs are looking for. . Well, there’s a technology that supports all of these priorities and more.

Self Service 62

Self Service Contact Center Customer Journeys Technology 62

SurveySensum

SEPTEMBER 29, 2023

Here are some of the most common causes of poor customer experience caused by employee disengagement: Longer wait times : Around 90% of customers find fast reactions from support to be critical for their experience. But, if an employee is disgruntled, they are slower at finding a solution.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

GetFeedback

MAY 9, 2019

In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey. Employee experience: Happy employees cultivate happy customers. Your employees should not only have a customer-centric mentality, but they should also believe in the brand that they represent.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Bold360

APRIL 13, 2020

The consequences of this double whammy are highly-negative for CX: longer wait-times, higher customer dissatisfaction rates, more customer churn and diminishing revenues. Flip the coin over, and we see that employee experience is also suffering.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Call Experts

JANUARY 8, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Call Experts

FEBRUARY 19, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

DECEMBER 18, 2019

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Tips 81

Tips Self Service Contact Center Call Center 81

Call Experts

JANUARY 29, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Call Experts

AUGUST 2, 2019

6 Key Benefits of Employee Call Off Lines. Impact of Customer Experience on Churn and Retention. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Company 68

Company Call Center Conference Contact Center 68

Call Experts

FEBRUARY 12, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69