CX Journey
APRIL 19, 2016
Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane.
Toister Performance Solutions
AUGUST 3, 2017
Take the venerable employee of the month program as an example: How do you make the selection process seem transparent and fair? What is the impact on morale of not winning ? A manager I know once bought his employees donuts to recognize the team for some extra effort. Even informal recognition can backfire.
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Aspect
JANUARY 21, 2019
The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.
Netomi
JANUARY 5, 2022
His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. In 2014, Ian officially became a Certified Customer Experience Professional. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.
Russel Lolacher
JUNE 13, 2022
First question I asked every single person and it can be good, it can be bad, I guess it really depends on how you want to start your day when you relive this memory, which is I’m gonna start with you, Robin, what’s your best or worst employee experience? I’ll choose one of my best this happened back in 2014.
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