Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. What I’ve Learned… about Employee Engagement. Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. All customer care agents need to know they’re supported by their employer and their coworkers.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

These businesses strive to identify what their customers want, and do their utmost to fulfill their needs, wants and requirements with the products and services that they offer. These businesses also excel in customer-care and after-sales service. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56