Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. But is it right for Customer Experience? And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about?

Banking 0

Banking Coaching Surveys Employee engagement 0

HGS

SEPTEMBER 30, 2015

This is the information that is most difficult to instill within the standard training curriculum but which is essential to achieving an exceptional customer experience. . The end result is a truly optimized customer experience. Wed, 09/30/2015 - 15:59. employee engagement. Contact Center.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Why is the customer experience so bad? Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

CX Global Media

NOVEMBER 22, 2018

When I started podcasting in 2015 I was worried I would be like so many other that start podcasting. Podcasting insights in customer experience, contact centers, leadership, culture, engagement and more. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement . Additional Resources.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not.

Scripts 71

Scripts Accountability Coaching Employee engagement 71