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Engaging your employees makes for a better customer experience

Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience

April 4, 2019 (April 4, 2019)

Sure, it’s a cliché –– if you have happy employees, you’ll have happy customers –– but, it’s true. When you’re on a mission to build a great culture, don’t stop with employee satisfaction. Having employees who are content or satisfied…

Customer Experience | 5m read

Employee engagement statistics that matter to customers

Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same)

April 3, 2019 (April 4, 2019)

There’s no red curtain of mystique hiding the benefits of engaged employees. Countless research reports and surveys pile up each year defining the business impacts of keeping your employees engaged with their work. Higher productivity. More profits. Happier employees. Less…

Customer Experience | 7m read

Use in-line training and coaching for customer experience management

How In-Line Training and Coaching are the Ultimate Customer Experience Management Tools

March 27, 2019 (March 27, 2019)

You’re at your desk with a few minutes of downtime during a rare lull in your typically-hectic day. You have a meeting in five minutes, but you see a window of time cracked open juussst enough to peek at interactions…

Customer Experience | 4m read

Our EC19 Experience Wrapped Up With a Bow

Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect

March 26, 2019 (April 9, 2019)

Let’s talk about all things Enterprise Connect Orlando 2019. From countless speaking sessions to late nights in the expo hall, last week we invested three-and-a-half days to a conference filled with gripping conversations on topics like digital transformation, customer engagement,…

Industry Insights | 6m read

Everything You Need to Know About Creating an Inspiring Mentorship Program That Lasts – and Fast.

March 20, 2019 (March 21, 2019)

Are you looking for a way to reduce turnover, decrease stress, and improve your agents’ job satisfaction? Look no further than the elusive, yet easily attainable workplace mentorship program. I know what you’re thinking. Ugh, putting one together is so…

Leadership | 5m read

What is Your Agent Experience Score? And How Do You Use It?

March 19, 2019 (May 16, 2019)

Contact center leaders, like you, have been using data for decades to pinpoint connections and trends to move the needle on performance and ROI. Your customer satisfaction scores haven’t dipped, but they haven’t improved much, either. The problem is, though,…

Agent Experience | 6m read

We’re Headed to Enterprise Connect Orlando 2019!

March 14, 2019 (March 15, 2019)

Are you ready? We’re gearing up for Enterprise Connect Orlando! Our team is packing their bags and hopping on a plane to meet you at EC next week. Here’s what to expect. Palm trees and sunshine, first of all. You’ll…

Industry Insights | 7m read

Agent empowerment and your customer service experience

How Agent Empowerment Impacts Your Customer Service Experience

March 12, 2019 (March 12, 2019)

There’s a disconnect in customer service. People are responsible for providing incredible service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers…

Agent Experience | 6m read

The Top 7 Customer Survey Format Examples

March 7, 2019 (March 26, 2019)

The importance of customer satisfaction data can’t be overstated. In the book How Every Great Company Listens to the Voice of the Customer, companies like Enterprise and Petco serve as case studies for how customer satisfaction helps you predict your…

Industry Insights | 7m read

Customer Experience Tools To Skyrocket Your Agent Experience

5 Ways Customer Experience Tools Help You Deliver Better Service

March 5, 2019 (March 7, 2019)

As I watch the team of construction workers break ground outside my window, I find myself staring at the equipment they’re using and how they use it. Excavators lift mounds of dirt and discard old bricks from the site. But…

Customer Success | 6m read

Set your timer. Here's a 5-minute customer satisfaction analysis. Ready, go!

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know

February 27, 2019 (February 27, 2019)

Open a new web browser and type the term “customer satisfaction” in your Google search bar. When you press enter, you get 638 million results served up in a matter of seconds. All those results are thought up by companies…

Customer Experience | 5m read

Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience

Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same)

How In-Line Training and Coaching are the Ultimate Customer Experience Management Tools

Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect

Everything You Need to Know About Creating an Inspiring Mentorship Program That Lasts – and Fast.

What is Your Agent Experience Score? And How Do You Use It?

We’re Headed to Enterprise Connect Orlando 2019!

How Agent Empowerment Impacts Your Customer Service Experience

The Top 7 Customer Survey Format Examples

5 Ways Customer Experience Tools Help You Deliver Better Service

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know

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Check out our free guide to running your call center

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Featured Post:

Check out our free guide to running your call center

Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience

Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same)

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How In-Line Training and Coaching are the Ultimate Customer Experience Management Tools

Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect

Everything You Need to Know About Creating an Inspiring Mentorship Program That Lasts – and Fast.

What is Your Agent Experience Score? And How Do You Use It?

We’re Headed to Enterprise Connect Orlando 2019!

How Agent Empowerment Impacts Your Customer Service Experience

The Top 7 Customer Survey Format Examples

5 Ways Customer Experience Tools Help You Deliver Better Service

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know