Fonolo

APRIL 1, 2021

He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003. She also discussed the importance of employee engagement, especially for remote workers. Check him out at RyanAdvisory.com.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Provide Support

JUNE 6, 2017

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers. Read more.

Customer Service 65

Customer Service Airlines Employee engagement Best practices 65

Provide Support

APRIL 20, 2017

A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. © 2003 - 2017 Provide Support LLC. Read more.

Employee engagement 53

Employee engagement Management Customer Service 53

Hodusoft

OCTOBER 23, 2024

Brief History and Overview of NPS In 2003, Fred Reichheld, a partner at Bain & Company, and Satmetrix Systems, a San Mateo-headquartered customer experience management software development company, developed a metric to measure how well an organization treats its customers and how loyal are its customers. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

ProProfs Blog

MARCH 26, 2020

In 2003, Bain & Company and Satmetrix adopted this score to understand customer’s buying and referral behavior. It helps in employee engagement and improves their capacity. A study has shown that when the teams are engaged, they see a nearly 30% increase in the same year operating margin. How Is It Calculated?

Surveys 139

Surveys Metrics Feedback Advertising 139

Taylor Reach Group

JANUARY 18, 2019

A relationship builder, Patricia works with customer service operations to increase their capability to manage change, with a keen focus on improving performance through employee engagement.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Taylor Reach Group

JANUARY 21, 2019

About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Provide Support

APRIL 3, 2018

As a customer service manager, it’s your ability to drive both customer satisfaction, and employee engagement, that defines your own success. The bottom-line is that you can’t have delighted customers with disengaged, or even disgruntled employees. © 2003 - 2017 Provide Support LLC. That’s where you need to start. (.).

Customer Service 51

Customer Service Management Employee engagement Customer Experience 51

Injixo

JANUARY 19, 2023

It first appeared in the 2003 Harvard Business Review article, The One Number You Need to Grow. Employee Net Promoter Score (eNPS) was derived from NPS. Net Promoter Score (NPS) is a measure of customer satisfaction.

Call Center 52

Call Center Best practices Management Employee engagement 52

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

Interaction Metrics

MAY 16, 2024

Employee Engagement : This method uses focus groups, interviews, and engagement surveys to find out where your staff thinks there’s room for improvement and what they would like to see from the customer experience. What kinds of analyses do you provide? What kinds do you suggest? Where Do Net Promoter Surveys Fit In?

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Treat NPS as part of a greater whole.

Consulting 126

Consulting Consulting Metrics Feedback 126

Livepro

JULY 17, 2018

In 2003 Paul joined CSBA because of his passion for understanding and improving customer service. Steve has developed a range of highly effective methods and operational models to ensure that reducing costs, and improving the customer experience and employee engagement are complimentary objectives that can be achieved in harmony.

Transportation 40

Transportation Government Multichannel Consulting 40

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

Netomi

JANUARY 5, 2022

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books. Stacy’s journey to CX began in 2013 due to a fortuitous reorganization at Verizon.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Genroe

JANUARY 21, 2015

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. You must have engaged employees to make the process work. Automate your process. With so much time invested, lots of lessons have been learned. My two cents: Bill is spot on here.

Best practices 110

Best practices Surveys Benchmark Feedback 110

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 79

Education Chatbots Wait times Surveys 79

Genroe

JULY 4, 2024

The term Employee Net Promoter Score® or eNPS is seen increasingly often in company reports, but what is it and should you use it?

Employee engagement 52

Employee engagement Customer Experience Feedback 52