PeopleMetrics

JUNE 26, 2015

Never assume that employees automatically trade employment for their recommendation. Don't assume that a paycheck warrants employee engagement. Mary, June 2015. Rather, work to give them something positive to talk about. Be worthy of their esteem. Understand the principle of value. Value is an interesting metric.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not.

Scripts 71

Scripts Coaching Accountability Employee engagement 71

NICE inContact

JANUARY 29, 2019

Try to turn them around with timely and specific feedback, but if that doesn’t work don’t hesitate to counsel them out. Globally, they moved into that position in 2015. Chances are good that they get a lot of specific feedback about the quality of their call handling. It should move the needle on retention.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

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

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Employee engagement: Employees are empowered to deliver a positive customer experience. Collect and analyze customer feedback: Establish a system for collecting and analyzing customer feedback.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Stratifyd

NOVEMBER 12, 2019

Companies can determine which customer issues might be the result of poor team knowledge or training using the same analytics tools designed to collect and interpret customer feedback. These are just a few ways in which the employee experience (EX) directly impacts the customer experience.

Customer Experience 40

Customer Experience Analytics Enterprise Customer centricity 40

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Verint

JUNE 2, 2015

She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. Engage – Verint Global Customer Conference. Verint will host Engage 2015, its global customer conference, at the Paris Las Vegas Hotel in Nevada. ET on June 1. June 8-11; Las Vegas, Nevada.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Netomi

JANUARY 5, 2022

After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage.

APIs 40

APIs Self service SaaS Analytics 40

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. If agents received 0 pieces of feedback from their peers, their peer respect was reported as 3.95/5. 2019, February 8). Entrepreneur.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Consumers want a place to give quick feedback, vent, and interact with their favorite brands. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. The user in this scenario can be either a customer or an employee. HR teams can follow a similar path when it comes to talent acquisition, employee engagement , and employee retention.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. The journey has been fantastic since then.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Fonolo

MARCH 22, 2022

Companies like Spotify and LivingSocial have reportedly replaced traditional reviews with mobile and gamified versions and reported 90% of employees are voluntarily participating in the programs. . Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 His 2015 Talk is now at 2.1 Russel Lolacher 2015 28-year old Hamza comes out on a TEDx stage.

Government 98

Government Management Employee engagement Coaching 98