CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy? He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Employee engagement 67

Employee engagement Surveys Personalization Customer Experience 67

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 29, 2019

Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” 44% of people surveyed in the U.S. Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

The Petrova Experience

DECEMBER 14, 2021

A blunder that would never have happened if Better.com had a return to office plan that defined how and when Leadership should use video communications tools in lieu of in-person conversations. The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. It is also good for business.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

Beyond Morale

DECEMBER 31, 2011

Just like in my personal life, when I have strong relationships at work, I am more grateful and appreciative. I want to share something personal with you. It has changed my life professionally…and personally. In addition, you may register for a complimentary webinar on employee engagement and leadership development.

Employee engagement 54

Employee engagement Personalization Surveys Accountability 54

Russel Lolacher

JANUARY 30, 2022

Again, I know I plugged this a few episodes in but privately publicly love I’m feeling I even had one person just privately have a moment and kind of explain their own horrible experiences at work. But for that person to stand up, walk out of their office, and to put on that kind of performance yelling at this individual.

Personalization 52

Personalization Employee engagement Surveys Accountability 52