InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued.

Self Service 493

Self Service Analytics ROI Automotive 493

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

ROI 557

ROI Customer Experience Effort Score Financial 557

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

How To 378

How To Customer Journeys Culture Training 378

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Survey 493

CX Accelerator

NOVEMBER 11, 2022

Customer experience is multi-disciplinary. Project/Program Management. Change Management. Employee Experience. Learning and Development. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 309

Customer Experience Chatbots e-support Customers 309

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See Figure 2.

Call Center 99

Call Center Gamification Contact Center Training 99

Steve DiGioia

JUNE 22, 2020

While shopping, you see a brightly colored cell phone sticking out of the back pocket of an employee or your waiter has a pack of cigarettes in his front shirt pocket. You must search out an employee for help and when you find one, they’re chewing gum, have poor hygiene, or wear wrinkled clothes. Bad managers beget bad employees.

Guidelines 288

Guidelines Course Management Retail 288

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. Push for change actively.

Brands 223

Brands Customer Experience Customer Journeys Net Promoter Score 223

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. What it can do is be a powerful tool that we can leverage and develop over time.

Customer Experience 143

Customer Experience Video Consulting System 143

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

AWS Machine Learning

MAY 9, 2024

At Amazon, we believe innovation (rethink and reinvent) drives improved customer experiences and efficient processes, leading to increased productivity. The CoE team synergizes business acumen with profound technical AI/ML proficiency to develop and implement interoperable, scalable solutions throughout the organization.

Government 97

Government Policies Guidelines Leadership 97

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center How To Call Center Gamification 78

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. But only 23% of employees worldwide and 32% in the U.S. Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

West Monroe

APRIL 17, 2024

Look through the lens of key stages in the employee lifecycle to redefine and help sharpen the focus—particularly for areas that have traditionally not been a priority for manufacturers. Many also do so during employee onboarding. To enable smart manufacturing, organizations must consciously align culture with strategy.

Leadership 59

Leadership Culture Competitive Advantage Study 59

CSM Magazine

MAY 8, 2024

Better experiences lead to happier clients which naturally sets any company on a winning streak. Here’s a comprehensive list of the 20 personality traits that define the perfect customer service employee: 1. Empathy allows employees to connect with customers on a personal level.

Customer Service 52

Customer Service Customers Customer Satisfaction Communication 52

Magellan Solutions

MAY 6, 2024

When managing human resources, many companies find outsourcing is the way to go. Key benefits of nearshore outsourcing: Time zone alignment Cultural similarities A closer proximity can facilitate better coordination, faster response times, and more streamlined project management. The numbers speak for themselves.

Resources 78

Resources Telecommunications Return on Investment Culture 78

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Customer Journeys 52

Customer Journeys Employee Experience Employee Engagement Survey 52

AWS Machine Learning

DECEMBER 18, 2023

The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more. International standards foster global cooperation in developing and implementing responsible AI solutions.

Guidelines 127

Guidelines Government System Analytics 127

CX University

SEPTEMBER 11, 2018

Prepare to be humbled by the career development excellence of the United States Patent and Trademark Office. Accelerated Career Development – United States Patent and Trademark Office (USPTO). The fundamental thing is engagement with employees. This means they manage to keep 12,588 employees happy.

Management 209

Management Employee Engagement Government Engagement 209

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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. What Is Employee Self-Service? Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Trahant, Public Manager).

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CSM Magazine

MAY 8, 2024

It will, for certain, involve several pivotal steps so charter management can be somehow relieved, not only of safety but of compliance, as well. You can have policies where employees are encouraged to reach out to private law firms, like Vaughan & Vaughan , for their concerns, whether job-related injuries or not.

Customer Service 52

Customer Service Policies Guidelines Exercises 52

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. . Engaged employees want to feel part of something.

Employee Engagement 89

Employee Engagement Engagement Company Contact Center 89