BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

BlueOcean

JULY 2, 2024

Our position is: one size does not fit all when it comes to customer care. Their smaller size naturally allows you closer access to their leadership team (at Blue Ocean, our president and senior leadership team attend every client QBR) and more opportunity for customizing your program.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Embracing AI in quality assurance unlocks a smarter, data-driven approach for both CX and EX.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

ECXO

JUNE 20, 2023

Business customers care about what your brand stands for. It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Neither will work without the other.

B2B 367

B2B Brands Innovation Government 367

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Video 156

Video Customer Care Leadership Culture 156

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

InMoment XI

AUGUST 2, 2023

While it may not be a major driver, there is a subtle undercurrent of customers caring about how companies treat their employees (which manifests itself in the employee experience ) and the origins of their products.

NPS 195

NPS Customer Centricity Automotive Culture 195

Beyond Philosophy

SEPTEMBER 11, 2014

In my experience, banks don’t ever put the customer first. We talk a lot about the emotional side of the experience and how important it is to evoke the right ones for your customers. It is important that your employee experience evokes the right emotions also. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. But we weather the storm.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Storyminers

JANUARY 12, 2017

Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. You might consider adding a measure that captures your employees sentiments because great customer experiences come from great employee experiences.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Bill Quiseng

NOVEMBER 22, 2023

Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” For starters, customer experience or CX is about the customers’ emotional value of their experiences.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Care 97

GetFeedback

JANUARY 27, 2020

You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service. It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience.

How To 221

How To Customer Journeys Feedback Survey 221

Storyminers

JUNE 3, 2022

Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. You might consider adding a measure that captures your employees sentiments because great customer experiences come from great employee experiences.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Hello Customer

MAY 6, 2021

To achieve this, employees have to be motivated. And to achieve that , companies must focus on employee experience. Customer experience teams are no police departments pointing fingers at people to say what they are doing wrong. Customer care center employees are vital.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

ShepHyken

SEPTEMBER 17, 2021

“Can the customer count on your product and/or service to deliver the same dependable quality each time they purchase it?” . A genuine focus on the customer’s needs leads to proactive customer care that endears them even more to the company, Pedowitz says. Anticipate needs. That’s loyalty gold,” he says.

Tips 113

Tips Customer Experience Loyalty Loyalty Programs 113

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A nice article featuring some of the most relevant trends and strategies happening in social customer care.

Customer Service 104

Customer Service Social Media Chatbots Trends 104

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. This article highlights a recent J.D.

Customer Service 79

Customer Service Loyalty Programs Social Media Loyalty 79

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 75

Customer Service Hospitality e-support eBook 75

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. They make us feel cared about. They make us feel seen and heard.

Customer Satisfaction 93

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 93

Customer Bliss

MARCH 28, 2018

CCO of Brainshark, Diane Gordon , and I talk about the skill development necessary to grow into a customer-facing role — and how that professional journey into CX can really start from anywhere: I wish that I really understood that it’s not enough for customers to just be happy. Don’t Forget About the Employee Experience.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Hallmark Business Connections

OCTOBER 27, 2020

Alaska Airlines, for example, encourages employees to engage customers on a human level before taking any other action. Each interaction is given the time and space necessary to care for the actual human being.

Company 98

Company Airlines Telecommunications Social Media 98

Experience Investigators by 360Connext

AUGUST 6, 2019

According to Gallup, brands with the highest employee engagement can deliver as much as 21% higher profitability than their competitors who don’t. And your customers care about this. So don’t assume your employee experience and your customer experience can be different.

Touchpoint 125

Touchpoint Brands Customers Report 125

BlueOcean

DECEMBER 13, 2022

They’ll also recommend a company, forgive a company’s mistake, and make future purchasing decisions based on that experience. In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Storyminers

JANUARY 12, 2017

Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. You might consider adding a measure that captures your employees sentiments because great customer experiences come from great employee experiences ;-).

Trends 100

Trends Customer Experience Wireless Entertainment 100

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack , a company that helps organizations create workflows that enhance productivity.

Employee Experience 62

Employee Experience Employee Engagement Report Customer Care 62

Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). decrease in customer care costs.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Ultimately, the customer experience is still shaped by the employee experience.

How To 105

How To Policies Tips Contact Center 105

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Self Service 52

Self Service Healthcare Employee Experience Customer Journeys 52

Beyond Philosophy

SEPTEMBER 11, 2014

The global leaders ranked banks and the other companies listed here because: • They have poor quality customer service. • They have suffered from bad press recently. • They have poor customer care experiences. • They are poor at communication and problem solving. Blogs Employee Experience'

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

TechSee

SEPTEMBER 3, 2019

Team-based service models are growing in popularity, enabling a more holistic approach to customer care, and the ‘free agent’ of the near future will need to rely on constant support from colleagues, as well as ‘always on’ digital resources and agent decision support tools that cover the widest possible ranges of devices and customer issues.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Impact of Customer Experience on Churn and Retention.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ShepHyken

JANUARY 15, 2018

A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 0

Customer Service Infographics Survey Tips 0