Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Customer Guru

MARCH 5, 2018

And the fact that women outshone men is EVERY SINGLE of those competencies stands testimony to the idea that customer experience needs more women! This is probably one of the foremost qualities that a customer-centric leader must possess. Customer dynamics and expectations are also changing constantly. Takes Initiatives.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

SharpenCX

NOVEMBER 23, 2021

The Key to a Great Customer Experience is Collaboration : Learn from CX Journey CEO Annette Franz on how you can break down silos in your organization to shape a customer-centric culture and deliver great customer experience. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

customer sure

JUNE 19, 2022

In this blog we’ve talked many times about the importance of responding to customers. when they give you feedback. Acknowledging customers’ experience and where necessary telling them what you are going to do ( and doing it ), will immediately get you significant kudos. The key is to avoid keeping customer feedback centralised.

Feedback 62

Feedback B2C Morale Customer centricity 62

Callminer

OCTOBER 3, 2019

Pay attention to employee feedback to keep your staff engaged and motivated. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. The result: Poor morale, lack of teamwork and ultimately, reduced production and poor financial performance for the entire organization.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. When employees handle the process, they may (intentionally or not) make mistakes that steer customers toward higher ratings. Close the Loop Quickly Speed matters when addressing customer feedback.

Surveys 62

Surveys Benchmark Feedback Metrics 62

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Use Customer Inputs Everywhere.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Your customer data becomes accessible in real-time by everyonefrom leaders to the frontlines.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ClearAction

APRIL 18, 2015

Employee engagement is improved when they get regular personalized customer feedback on their ability to satisfy (or otherwise). Good idea to empower all employees to participate in social media with customers: EMC, Intel, Adobe, IBM do. Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Amity

JANUARY 9, 2019

CS and Sales should regularly share information on what user type and customer type is successful in using your product and have a higher probability of being retained (this feedback loop should also make it’s way back to Marketing as well). It can create a poor and inconsistent customer experience.

Morale 81

Morale Metrics Finance Sales 81

GetFeedback

JANUARY 27, 2020

With that in mind, it’s clear that companies need a dedicated Voice of the Customer (VoC) program to capture powerful insights and drive increased value through CX improvements. You may not be aware, but GetFeedback is the leading customer feedback solution for Salesforce. Evolve company culture and boost employee morale. .

Feedback 88

Feedback Surveys Journey mapping Metrics 88

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Outsource Consultants

JANUARY 9, 2025

In today’s fast-paced world, optimizing these operations is essential for staying competitive and meeting customer expectations. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

Eptica

OCTOBER 21, 2015

This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations. Over 1 million people view tweets about customer service every week, and 206.6 The numbers are vast.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Integrity Solutions

SEPTEMBER 2, 2021

Customer dissatisfaction can come from many sources, but regardless of what causes it, the impact can be far-reaching and long-lasting for your brand, your revenue goals and your employees’ confidence and morale. Research shows that engaged employees exhibit customer-centric attitudes and behaviors.

Customer centricity 74

Customer centricity Coaching Sales Employee engagement 74

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Customer Relationship Metrics

JULY 27, 2017

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on. Is it really helpful feedback if you are unable to know what action to take? Customer Sentiment versus Performance Management. It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

Horizon CX

FEBRUARY 29, 2024

Perfunctory service creates a barrier to building long-term relationships with customers, resulting in lost opportunities for repeat business and revenue growth. Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale.

Morale 52

Morale Customer centricity Upselling Feedback 52

Fonolo

APRIL 15, 2020

Working in customer service is tough, and it can take a toll on employees and their team relationships. Creating team-building activities can give a huge boost to team morale. Get Customer Feedback. Try to create tools that will allow customers to rate agents based on their performance. Team Building.

Coaching 91

Coaching Customer Service Scripts Morale 91

CSM Magazine

OCTOBER 10, 2024

People are more inclined to choose a brand known for its reliability and customer-centric approach. Satisfied guests are more likely to provide feedback, leading to improvements and increased spending. Tips for Providing Excellent Customer Service Want to nail outstanding customer service?

Customer Service 52

Customer Service Construction Feedback Morale 52

Comm100

MAY 27, 2024

Enhancing CSAT is critical for any business that values customer-centricity. This comprehensive guide will walk you through creating a detailed CSAT improvement plan to elevate your customer service standards. Feedback Loops: Establish robust mechanisms for collecting and acting on customer feedback.

Morale 45

Morale Customer centricity Feedback Wait times 45

Eptica

APRIL 30, 2020

This means greater listening to consumers and acting on their feedback – how can the service be improved or changed to meet differing requirements under lockdown? So look at how you can give back, such as through working with the NHS, charities or simply supporting vulnerable customers in your activities.

Self service 74

Self service Best practices Morale Banking 74

CrazyCall

APRIL 16, 2019

Use customer feedback. Who knows what customers want better than customers themselves, huh? And that’s also why you should be asking your customers about their opinion on the service your agents provide. You can gather customer feedback with various means. Use employees’ feedback. That’s right.

Best practices 70

Best practices Call Center Scripts Customer centricity 70

PeopleMetrics

MARCH 28, 2017

Mint’s Facebook page draws customers in with quality information and keeps them coming back to learn more. Involve Your Customers. If you receive great feedback and customer stories, don’t be shy about sharing those reviews – people trust other people’s opinions more than they trust advertising.

Advertising 91

Advertising Education Entertainment Morale 91

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want. Spoiler alert: your life is easier when it does.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want. Spoiler alert: your life is easier when it does.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

TeamSupport

APRIL 5, 2019

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. 5) Try to have fun with the volume – As management, it can be difficult to keep morale high during an increase in ticket volume. So, what can you do on these days where the ticket volume just isn’t going down?

Self service 55

Self service Call Logging Morale Customer centricity 55

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. 20 Ways to Empathize With Stressed Out Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

AUGUST 29, 2019

Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Get their feedback. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Comm100

DECEMBER 12, 2017

Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Outside-In Thinking. Convenience.

Customer Experience 60

Customer Experience Quality management Morale Customer centricity 60

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. However, once you’re done, you’ll end up with a customer service that’s ready anytime for any type of reaction from the people using your service or product.

Best practices 50

Best practices Customer Service Airlines Feedback 50

ClearAction

NOVEMBER 21, 2015

Lesson for the Future: In the future, companies that manage customer experience in accordance with reality will be the winners, not only in standing out from the crowd, and the corresponding revenue growth, but also in profitability. Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. This helps customers feel heard and valued. Use customer feedback to identify recurring issues and address them proactively.

Surveys 52

Surveys Best practices Feedback Metrics 52