Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Customer Guru

MARCH 1, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. This article is framed in a question-answer format; please feel free to share your feedback on the article too. How are employees engaged and mobilized towards delivering customer experience?

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. Let employees be the change they want to see. Yes, it’s important to regularly gather customer feedback through research and customer listening, but that doesn’t mean that you can’t also listen to the voice of the employee.

Customer Service 83

Customer Service Employee engagement Customer centricity Entertainment 83

Customer Guru

MARCH 1, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. This article is framed in a question-answer format; please feel free to share your feedback on the article too. How are employees engaged and mobilized towards delivering customer experience?

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. And only 27% strongly agree they’re getting feedback that helps them do their jobs better. Research indicates , more than one-third of managers (37%) say they are uncomfortable providing feedback to employees that might elicit a bad response. By: Peg Ayers, MBA, CCXP. The Front Line.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. So, each is party to employee engagement.

Employee engagement 52

Employee engagement Feedback Coaching Customer Experience 52

CX Journey

JANUARY 9, 2018

I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business.

Employee engagement 0

Employee engagement Consulting Consulting Feedback 0

Serenova

NOVEMBER 19, 2019

Together, Serenova’s integrated solution will enable organizations to significantly improve their key performance indicators (KPIs) by enhancing employee engagement, efficiency and satisfaction—critical components to the contact center’s ability to drive business growth. This is our second acquisition to build out our WFO line.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. 2 Audit existing projects Thompson outlines seven types of CX projects from collecting feedback and analyzing customer processes, to increasing accessibility and enabling personalization.

Best practices 65

Best practices Metrics Analytics Customer centricity 65

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand the benefits of improving employee experience. What is the Need to Improve Employee Experience? Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. That’s not to say that all feedback should be positive.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Satrix Solutions

SEPTEMBER 18, 2018

When employees are happy, it can pay dividends. Here, employees come first, and the airline isn’t shy about putting employee happiness at the forefront. In 2017, a Forbes article reported that Southwest Airlines would be sharing $586 million in profits with its 54,000 employees—a 13.2%

Airlines 74

Airlines Construction Surveys Benchmark 74

Integrity Solutions

NOVEMBER 19, 2018

A great example is Apple’s Progress Report for 2017 , which detailed how the tech giant has saved an estimated 8 billion gallons of fresh water through their suppliers’ process. Their employees know that they work for a company that is socially responsible and thinks beyond the bottom line.

Coaching 77

Coaching Sales Feedback Surveys 77

CX Journey

DECEMBER 21, 2016

You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience. You do nothing with the valuable feedback that your customers provide. And let's see if you make it to the Nice List in 2017.

Customer centricity 62

Customer centricity Employee engagement Feedback Customer Experience 62

Customer Guru

MARCH 7, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Atos is a leader in digital services with pro forma annual revenue of circa € 13 billion and circa 100,000 employees in 73 countries, serving a global client base. About Atos.

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

Taylor Reach Group

FEBRUARY 12, 2019

In Colin’s article he mentions that, “the average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. There is also an increased cost of quality monitoring during this period so as to provide quick and timely feedback. Production and Quality Loss.

Contact Center 95

Contact Center outsourcing Consulting Consulting 95

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. A 2017 report from CX experts the Medallia Institute highlighted the importance of involving team members. Recognition: Celebrate your customer service heroes.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

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

Nicereply

AUGUST 22, 2019

According to Microsoft, 54% of customers had higher expectations for customer service agents in 2017 than they did the year prior. Increased Employee Engagement. While those expectations might seem unreasonable, it’s no secret that the modern consumer demands this level of service. Final Thoughts.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

CSM Magazine

OCTOBER 10, 2019

It is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. Each and every one of our employees has played their part in the process and should be justifiably proud of this recognition.”

Customer Service 40

Customer Service Benchmark Employee engagement Feedback 40

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. ” Click to Tweet. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Verint

SEPTEMBER 12, 2017

Because each branch type requires a different mix of resources, banks need the right talent to fill evolving employee roles, along with the ability to effectively manage staff and act on customer feedback to deliver efficient, quality experiences. Collect and Act on Branch Experience Customer Feedback. Adopt Role-Based Staffing.

Banking 39

Banking Feedback Surveys Self service 39

ProProfs Blog

MAY 6, 2020

52% of people around the globe believe that companies need to take action on feedback provided by their customers. (Source: Microsoft ) Tweet this. All you have to do is take their feedback seriously, implement them to your services and products to make sure that customers feel satisfied on their next visit.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. They also are not getting the timely, contextual feedback they crave. 1 The Business Value of a Next-Generation Back Office Organization, Aberdeen Group, May 2017. 1 Why is this the case?

Customer Service 30

Customer Service Banking Feedback Management 30

Creative Virtual

JANUARY 7, 2020

Receiving the five-year Queens Awards for Enterprise: Innovation in 2017 (and getting to meet Her Majesty the Queen at Buckingham Palace!) Perhaps the only thing that tops those amazing awards is the validation from our customers and partners that we are helping them meet their customer and employee engagement goals.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Aria Solutions

JUNE 6, 2018

That’s not the whole picture, but enough for employees to be less engaged, enthusiastic, and committed to their job. . Interestingly, I came across a report called “ The Worldwide Employee Engagement Crisis ” which states that employee engagement levels in the US haven’t improved in the past 17 years.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. The common thread across their answers was clear: “recognize me!” ( The Employee Experience Imperative, Forrester Research, Inc., December, 15 2017 ). There is nothing new here.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. The common thread across their answers was clear: “recognize me!” ( The Employee Experience Imperative, Forrester Research, Inc., December, 15 2017 ). There is nothing new here.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Verint

AUGUST 1, 2017

Verint Summer School 2017. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance. August 1-24; Webinar Series.

Customer Experience 25

Customer Experience Employee engagement Analytics Personalization 25

Verint

SEPTEMBER 7, 2017

Applying survey data and individual customer feedback to the map, we clearly identified two key areas in which we could improve CX: 1) Guest arrival and registration. We took steps to streamline the registration process, which also served as the focus in our employee engagement plans. Be creative to keep employees engaged.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

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. 2017, December 29).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Russel Lolacher

JANUARY 10, 2023

He’s a TEDx speaker, and recipient of the 2017 Outstanding Career Professional Award from the career professionals of Canada. Since then this was 2017. And educators and students have given us feedback on what we were missing. Connect with, and learn more about, JP on his platforms: . JP on Twitter. JP Michel.

Personalization 52

Personalization Engineering Marketing Employee engagement 52