Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

NOVEMBER 10, 2014

According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. That’s a whopping 25.2% Read more about why here. Again: Call-backs, anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62