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. Agents need to feel heard to keep morale and engagement high. Providing Agent Feedback. Let’s dive right in. Exploring Customer Care in the Subscription Economy.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Callminer

SEPTEMBER 5, 2017

Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. CS teams often revolve around tight-knit units, and it’s the heads of these units that have to be relied on to raise morale ahead of difficult shifts.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

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. Agents need to feel heard to keep morale and engagement high. Providing Agent Feedback. Let’s dive right in. Exploring Customer Care in the Subscription Economy.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Companies often fall foul of measuring employees, but then not providing them with feedback (or giving feedback far too late, when it is no longer relevant or useful). How can I fix it?

Best practices 66

Best practices Contact Center Management outsourcing 66

Beyond Morale

SEPTEMBER 30, 2013

In a 2012 report released by Kenexa® they stated that the average employee engagement of the six major economies surveyed (U.S., Travel the world and the seven seas. Based on the various reports you review on employee engagement, organizations everywhere are looking for solutions to help improve their employee engagement. Conflict Management.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Stratifyd

JUNE 6, 2019

The moral of the story is: We've stumbled onto a new era of peer-to-peer payments, virtual credit cards, and branchless banks , with no signs of turning back. An easy way for companies to keep tabs on CX among mobile apps is through analyzing customer feedback, something Stratifyd specializes in. I pay my bills through Venmo.

Banking 40

Banking Morale Feedback Contact Center 40