CSM Magazine

JUNE 27, 2023

It handles the challenge of reducing costs by automating processes, decreasing churn, and improving employee engagement with negligible IT costs,” said Nancy Jamison, Senior Industry Director at Frost & Sullivan. Founded in 2010, Volition has over $1.7 Zenarate AI Coach helped us achieve that goal.”

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. How do you do that?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). You may be asking, what’s the difference between customer-centric employee engagement and employee engagement? The right-brained method generates more long-term value.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. eNPS is commonly used as a happiness metric within a wider employee engagement context.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98