Russel Lolacher

APRIL 5, 2021

Understand that your audience is interested in your subject matter and really want to talk to you about it, whether it’s their opinion, their feedback, their research, etc. If you don’t have an answer to their critique, tell them their feedback is being shared with the relevant business area and then share it.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Managers could use it when giving employees feedback.

Employee engagement 70

Employee engagement Surveys Accountability Feedback 70

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Calltools

FEBRUARY 3, 2021

Simple role-playing exercises can fill this need. When they perform better, employees are happier and less likely to leave. Customer Feedback. Customer feedback is often one of the best forms of review an agent can get. However, customer feedback may provide these insights. Establish online surveys as well.

Call Center 52

Call Center Sales Morale Technical Support 52

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. How else could your organization go about establishing a clear line of sight between employee behavior and customer experience? One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! Raving (employee) fans.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Etech GS

APRIL 1, 2019

Don’t make the employees nervous. To get your employees engaged, you need to explain why you are carrying out monitoring. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Gather Feedback. Allow the agent to own the solution.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

ProProfs Blog

JULY 30, 2021

As a survey creator, it is natural for you to expect encouraging and reliable responses to your surveys. With an enhanced survey response rate, the chances of collecting accurate data increases. But unfortunately, not all surveys are error free. Survey bias can be reduced with careful research and planning.

Surveys 78

Surveys Morale Feedback Journey mapping 78

Russel Lolacher

JANUARY 4, 2021

That’s not to say you shouldn’t have a strategy with milestones and check-ins along the way, it’s just that it’s not a regular project management exercise. Surveys – conduct a brief survey that includes examples of desired outcomes and behaviours so you can get feedback on if your culture is changing.

Government 83

Government Surveys Coaching Personalization 83

CX Journey

SEPTEMBER 8, 2016

Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g., onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Integrity Solutions

JUNE 29, 2018

Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. It’s about: Participating in engaging coaching conversations so that salespeople can resolve their own problems and take ownership of the solution.

Sales 43

Sales Management Coaching Morale 43

Verint

SEPTEMBER 7, 2017

Applying survey data and individual customer feedback to the map, we clearly identified two key areas in which we could improve CX: 1) Guest arrival and registration. We took steps to streamline the registration process, which also served as the focus in our employee engagement plans. 2) Programming. But beware.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

Russel Lolacher

APRIL 24, 2023

So that whole experience is one where, you know, the leader, and it happened to be me at the time, exercise their responsibility as a coach, but did it in a way that was caring and sharing? Especially considering you were there for so long, and you had such a high employee engagement rate. They hate feedback.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

ProProfs Blog

JANUARY 17, 2020

Negative Customer Feedback. Complaints are different than receiving negative customer feedback. On the other hand, you reach out to your customers and they give a negative comment in the feedback form – that’s negative feedback. Asking for feedback helps reduce this number. ” #3.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. "Your feedback is more important than ever." These #CSAT survey requests are so stinkin' insincere. CX to Employee Experience Ideas.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Tap this knowledge base to better understand employee views. When listening to the voice of the customer, remember to include and share the positive feedback. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

delighted

MAY 26, 2023

Asking open-ended questions in your survey uncovers in-depth insights from respondents in their own words. While close-ended questions also provide valuable information, asking both question types in your survey gives you the data and context to make larger business decisions, act on immediate solutions, and plan long-term goals.

Surveys 85

Surveys Feedback Best practices Marketing 85

Russel Lolacher

SEPTEMBER 20, 2022

Because we see it enough on the posters, we see it enough at the promises of an onboarding, exercise. If you do your employee voice survey, we do those quarterly. I am very sensitive hypersensitive to like critical feedback. Russel Lolacher. It’s nice when the words match the actions. Amber Naslund.

Marketing 111

Marketing Employee engagement Feedback Personalization 111

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I think it might be interesting to me, talking about employee engagement a little bit. Nate: Yeah, I agree. Tony: Wonderful.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Fonolo

JUNE 15, 2021

Additionally, they are likely to find workplace challenges a fun exercise, proactively seeking solutions in order to learn, grow, and support their fellow staff. 5 Important Strategies for Agent Engagement in 2021. Why does call center agent engagement matter? Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Lumoa

APRIL 24, 2018

Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Momentum Telecom

DECEMBER 21, 2020

A consider able number of office workers – as many as 75 percent, according to one recent survey – are looking forward to going back. The year did reveal, however, an important takeawa y : A solid business continuity plan is no longer simply a hypothetical exercise. . Not exactly. .

Entertainment 98

Entertainment Education Technology Employee engagement 98