Fonolo

APRIL 1, 2021

This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

ProProfs Blog

MARCH 26, 2020

As per its definition, the NPS score is a metric that helps measure customer experience of your brand, gauge customer loyalty and satisfaction levels. In 2003, Bain & Company and Satmetrix adopted this score to understand customer’s buying and referral behavior. How Is It Calculated? Identify the Weak Business Areas.

Surveys 139

Surveys Metrics Feedback Advertising 139

Provide Support

APRIL 3, 2018

If you are a customer service manager, you are probably aware that it’s your team that is the face of your company, and your customers’ experiences will be driven by the skill and quality of the support they receive. Happy agents are more likely to go above and beyond while servicing your customers. Read more.

Customer Service 51

Customer Service Management Employee engagement Customer Experience 51

Creative Virtual

JUNE 22, 2020

When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. It’s been exciting to lead a company that’s instrumental in advancing the technology and its applications for customer and employee engagement.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover.

Education 91

Education Chatbots Wait times Surveys 91

Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. Currently, Stacy works at Schindler Elevator Corporation as Director of Customer Experience and Employee Engagement.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98