360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Airlines 77

Airlines Wait times Metrics Morale 77

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. And, what do KPIs have to do with customer service metrics? So, let’s get into it….

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Momentum Telecom

MARCH 30, 2020

And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. But it’s not efficient in the long run.

Abandon Call 97

Abandon Call Morale Government Analytics 97

Customer Guru

AUGUST 8, 2018

He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. Harley is a world-renowned keynote speaker and has addressed major business conferences around the world. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. Track all of the important call center metrics. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And while they work, focus on outcomes over metrics. And, it’s how you’ll keep work-life balance and morale high for your agents. This comes from a fear of failure.

Call Center 94

Call Center Morale Coaching Cloud contact 94

SharpenCX

JUNE 12, 2023

Yet, while chat tools, conference calls, and shared drives improve productivity, remote agents can still feel disconnected. To maximize productivity and performance in a remote call center or hybrid work model: Track meaningful metrics like customer and agent satisfaction. Use performance metrics to identify agent growth opportunities.

Coaching 67

Coaching Morale Contact center software Call Center 67

Branch Mesenger

MAY 2, 2018

Last year, during the Miami conference, they outlined the efforts of a multi-year initiative that sought to reimagine the tired, clunky corporate technology that has eroded the tenets of customer experience. Improves morale and communication,” Sophia says. Understand Your Employee Goals Are Your Own Goals. Make Work More Collaborative.

Engineering 74

Engineering Morale Employee engagement Big data 74

Fonolo

SEPTEMBER 26, 2017

“Spikey” traffic degrades the customer experience and drags down key performance metrics. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. National CU Call Center Conference. Thursday, October 5th at 2:00 PM ET / 11:00 AM PT.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Call Experts

DECEMBER 28, 2018

Explain the moral values, goals, and vision of your company. Improve performance metrics while ensuring better employee retention. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

ProProfs Blog

JUNE 26, 2019

Quantitative survey questions are used to get quantifiable data on key evaluation metrics. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Net Promoter Score (NPS) is an industry-wide recognized metric that is used to measure customer loyalty.

Surveys 112

Surveys Feedback Education Employee engagement 112

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. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JUNE 9, 2021

You’re not Michael Scott calling everyone into the conference room. Virtual happy hours over Zoom can be draining after a long day of video conference meetings and handling customer interactions in solitude. One way to fight a gloomy morale in your contact center is to create connections within your remote team.

Management 67

Management Contact Center Employee engagement Engineering 67

JustCall

JULY 26, 2019

The number of hours logged in while working is not a good metric of measuring an employee’s performance. Moreover, video conferences are a great way to stay in touch with your remote employees and get the human interaction you require. . #2 Understand this. 2 Distractions would not let the remote worker be productive.

Morale 66

Morale Metrics Management Personalization 66

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

ChurnZero

APRIL 1, 2022

“You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. Celebrating incremental progress not only keeps morale high, but it also helps people internalize success.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

SharpenCX

FEBRUARY 18, 2020

And best practices and metrics may just go out the window. Go to industry conferences and learn from other managers about what they do to achieve success in their call centers. Your attitude and ease can make all the difference for morale and agent motivation. Read up on future trends in Contact Center Weekly articles.

Call Center 84

Call Center Coaching Management Contact Center 84

Calltools

DECEMBER 9, 2020

Take advantage of video conference tools, call monitoring, and group webinars to improve at-home training. Maintaining morale becomes even more difficult during a time when many of your staff members are dealing with the realization that they cannot gather with loved ones this holiday season. Offer Training for Remote Employees.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52

ProProfs Blog

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. Mark Zuckerberg opened his keynote address at Facebook’s F8 Developers Conference in 2019 said, “Let’s talk about building a privacy-focused social platform” which made it obvious that he is making an effort to change the negative brand opinion of his brand to a positive tone.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Global Response

MARCH 26, 2024

Evaluate the vendor’s performance metrics and quality control processes to ensure they meet your expectations. Your teams should be able to connect via email, video conferences, project management software, and live chat. Implement a system for regularly monitoring the BPO vendor’s performance against agreed-upon metrics.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ChurnZero

APRIL 1, 2022

But, before going to bed that night, something changed, she recalled in her Battling imposter syndrome in Customer Success session at ChurnZeros BIG RYG conference. Celebrating incremental progress keeps morale high and helps people internalize success. Having realized her long-term goal, Sharon was on cloud nine.

Journey mapping 52

Journey mapping Morale Coaching Feedback 52

Russel Lolacher

OCTOBER 10, 2022

Because I mean, I would go to and I’ve mentioned this on the podcast before I go to conferences, customer service, customer experience conferences, and we’d have this big conversation about the customer, the customer, the customer leadership, leadership, leadership, but you bring up the employee and you get so many glazed eyes.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Russel Lolacher

OCTOBER 24, 2022

How metrics shouldn’t be the barometer for success. And I would not define organizational success in terms of metrics. We’ll do things like have pizza parties and other things to kind of build up spirits and morale and really have like a pep rally. Or, listen on: Apple Podcasts. Google Podcasts. KEY TAKEAWAYS.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

TeamSupport

APRIL 10, 2020

Especially in an era of remote work, it can be difficult to manage the morale of your customer support team. So, what happens when the model of an in-office support team is flipped to a fully remote operation, and how does this change impact the morale of not only your team but also your customers? A smile can change a lot of things!

Morale 85

Morale Customer Support B2B Customer centricity 85

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Frank Spear. rafflepress. Matt Skoglund. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

SharpenCX

JANUARY 14, 2020

On top of this, you’re confronted with KPIs and metrics your team has to meet. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction. Can you boost morale, improve your service level, and retain customers without the extra cash? Engage Employees and Boost Agent Morale.

Call Center 76

Call Center Customer Service Morale Finance 76