Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Employee Engagement Trends of 2019 featuring nGuvu. This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

Nicereply

JANUARY 9, 2020

Front’s team of 150+ employees in the US and Europe supports more than 5,000 businesses across the globe. Valuing transparency and alignment as key drivers of employee engagement and happiness, Front is on a mission to help teams everywhere do their most meaningful work. Front does a number of things to motivate their team.

Feedback 98

Feedback Employee engagement Surveys Customer Support 98

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

delighted

OCTOBER 21, 2021

Some types of employee advocacy include: Posting about what it’s like to work for your company on social media Using one’s personal brand to amplify the company’s brand (this can take place on social media, in a media interview, and so on.) Improve employee engagement and retention. Use surveys to ask for employee feedback.

Surveys 92

Surveys Employee engagement Feedback Personalization 92

Call Experts

DECEMBER 18, 2019

Also, a quick survey at the end of the call to listen to your customers can be useful. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Summer Conferences for Medical Professionals and Equipment Providers.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. VoC platforms generally include proven CX survey templates, and can help you manage and analyze all of the incoming feedback.

Surveys 75

Surveys Benchmark B2B Feedback 75

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Understand Your Employee Goals Are Your Own Goals. Apply Insights Via Employee Interactions, Interviews.

Engineering 74

Engineering Morale Employee engagement Big data 74

Call Experts

OCTOBER 10, 2019

A great way to accomplish this feedback is through designed surveys. Ask existing and new customers who are interested in or advocates for your company to answer the survey. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Summer HR Conferences. Free your Phone!

Journey mapping 64

Journey mapping outsourcing Call Center Answering services 64

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Summer HR Conferences.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. 3 Reasons You Don’t Need a Survey to Listen to Customers. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Taylor Reach Group

MARCH 29, 2019

Perhaps you’d like to investigate the Customer Experience for your organization, but you don’t have the time or resources right now to do extensive surveys and customer focus groups. That doesn’t start when you walk into a conference room for a listening session with them. You want to provide the best Customer Experience possible.

Customer Experience 90

Customer Experience Consulting Consulting Feedback 90

bold360 Blog

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations.

Self service 59

Self service Surveys Contact Center Metrics 59

SharpenCX

JUNE 9, 2021

Allowing employees to work from home even just half of the time can save companies about $11,000 per employee. A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. Let’s be real, though.

Management 67

Management Contact Center Employee engagement Engineering 67

Toister Performance Solutions

AUGUST 30, 2018

One customer service team leader wanted employees to focus on outstanding customer service, so he set this goal: Customer service representatives who earn a satisfied rating on 95 percent or more of their customer service surveys each month will receive a $100 bonus. The result was exactly the opposite of great service.

Customer Service 144

Customer Service Advertising Surveys Technical Support 144

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Do you really want to give exactly the same survey to the CEO as you would to the user of what you’re selling?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Russel Lolacher

MARCH 2, 2021

Seasonally, we dig deeper into engagement rate per platform against relevant seasonal periods. Finally, we conduct a yearly Customer Satisfaction Survey as part of our service KPI, that measures response time, satisfaction and preferred platforms. A small, intimate conference focusing on productivity and mindset.

Government 52

Government Customer Care Transportation Benchmark 52

Integrity Solutions

JULY 25, 2023

A 2020 Accenture study found that fewer than 30% of people surveyed said they trusted banks “a lot” to look after their financial well-being, down from 43% just two years prior. At the recent Acquire or Be Acquired banking conference, 22% of attendees said culture and talent are the top issues when undertaking M&A.

Banking 79

Banking Coaching Sales Employee engagement 79

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System.

Gamification 40

Gamification Call Center Management Coaching 40

Call Experts

NOVEMBER 8, 2019

According to a survey by career builder, Human Resource leaders are being asked for their input into the company by 73% of CEOs. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Summer HR Conferences.

outsourcing 45

outsourcing Journey mapping Interactive Voice Response Call Center 45

ClearAction

AUGUST 21, 2016

This article is a continuation of the article Strategic Customer Experience Action on Voice of the Customer , using the analogy that John Deere presented at a conference: customer experience strategy is like integrating the components of a vehicle (or tractor): Windshield = vision and strategy. Steering Wheel = organization and governance.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

Voxjar

MARCH 10, 2020

Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. Post-call survey rating. Employee Engagement. Post-call survey rating. The first thing to recognize when it comes to post-call surveys is that they are not the same as customer satisfaction scores.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. Customers prefer caring, empathetic and engaged employees.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

CSM Magazine

FEBRUARY 24, 2022

Ensure you have a structured process for collecting feedback by offering a variety of methods, such as customer satisfaction surveys, conducting interviews and focus groups, or sending follow-up emails. It is recommended to take advantage of the data that you have gathered from customer surveys and forms. Reward Your Employees.

Sales 10

Sales Construction Feedback Surveys 10

bold360 Blog

AUGUST 14, 2020

Many organizations and employees struggled to adapt to remote work, as urgent issues around hardware, software and support had to be resolved almost overnight. She cited a survey showing that only 17% of employees want to go back to the office full-time if given the chance. Complexities Around Adoption of Remote Work.

Surveys 52

Surveys Personalization Marketing Best practices 52

Integrity Solutions

MARCH 3, 2020

Many managers, however, aren’t receiving any coaching at all, even though most are expected to coach their employees. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders.

Contact Center 59

Contact Center Coaching Scripts Management 59

JustCall

NOVEMBER 24, 2022

According to a Gallup survey in June 2020 , less than one-third of sales reps felt busy at work, and 14% were actively absent. Here we will talk about forming and planning the appropriate sales procedure to improve employee engagement and drive retention. Some Facts – Let the Numbers Speak. Sales is a numbers game.

Sales 52

Sales B2B Surveys B2C 52

Hodusoft

NOVEMBER 29, 2022

Well, HoduSoft conducted a survey in which respondents were asked to choose from the list of top 10 to 100 to help them decide the best software products or service providers. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

JustCall

APRIL 5, 2023

Global conferencing – Global dial-in so teams from any location can be added to conference calls. 8×8 Pricing Plans 8×8 Express: $15 per user, per month for a small business phone system with voicemail, an auto-attendant, and unlimited calls to the U.S.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Russel Lolacher

OCTOBER 10, 2022

I think we the employee side of it, I don’t think is really been that light bulb has really not gone off until the last couple of like the last five years or so. They’re lawyers, they are this… their internal comms generally sucks, because it is one more thing on the 17th side of their desk.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Russel Lolacher

JULY 4, 2022

I mean, there’s some great research recently from tiny pulse, which is a poll survey tool, talking about how, you know, we always say Russel that you don’t leave a job, you leave your boss, yes, they kind of put that on its head a little bit. What if I hand out 100 business cards at the latest conference? Russel Lolacher.

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52

Russel Lolacher

FEBRUARY 20, 2023

Conference for his contributions to education. conference for his contributions to education. I’m 82% of parents surveyed across North America said the same thing. Welcome to the show, Josh. Josh Davies Thank you very much. It’s great to be here. Did you have them assigned to you? Russel Lolacher Yes. Definitely.

Education 52

Education Personalization Employee engagement Coaching 52

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I think it might be interesting to me, talking about employee engagement a little bit. Nate: Yeah, I agree. Tony: Wonderful.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Employee and agent feedback should be a two-way street. Does your organization listen to its employees?

Best practices 140

Best practices Feedback Call Center Coaching 140

Russel Lolacher

JANUARY 30, 2023

If you lock yourself in a conference room and decide amongst yourselves as a senior leadership team what’s happening in the culture today… you’re gonna get it wrong.” Russel Lolacher What is your feeling on voice of employee? All of those are helpful in gathering employee sentiment. Thanks for that.

Surveys 105

Surveys Employee engagement Education Management 105

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98