Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

AUGUST 16, 2017

If a lot of this 80% fall into Employee Saboteurs, that’s not going to do anything great for your Customer Experience. The majority of your employees, however, likely fall into the middle three categories. If you liked this article, you might also enjoy these: Beware of ‘The Complainers!’.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JUNE 18, 2015

Find your team’s strengths and use those to create the experience—and also employee engagement (a key element to a great Customer Experience). Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Commit to the mindset of creating an exemplary Customer Experience. Individual development.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Customer Interactions

JULY 7, 2015

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction.

Customer centricity 28

Customer centricity Employee engagement 28

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Beyond Philosophy

MAY 19, 2015

3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience. Engaging the Subconscious Shopper. Philosophies To Improve Your Customer Experience in 2015.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

MARCH 2, 2018

I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Managing that answer to a positive emotion that contributes to employee engagement and a productive work environment should be Amazon —and any other employers’— prime concern. 15 August 2015.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Call Center Trends 2015. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” It also keeps the newly hired employees engaged and turns learning into a fun experience. We have an array of ready-to-use personality quizzes and assessments for every domain we are hiring for.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Customer Interactions

DECEMBER 16, 2015

Even though you are all probably wrapping up your campaigns and getting ready to party at your end of year-Xmas do, employee engagement, customer experience and giving good service should still be top of your priorities list. Finally we are starting to see some holiday season joy.

Employee engagement 0

Employee engagement Customer Experience 0

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. So let us reintroduce you to our Faces from 2014. Meet Debbie Szumylo!

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

CSM Magazine

FEBRUARY 17, 2023

The benefits of better communication listed by respondents included: mitigated conflict, increased employee engagement, improved productivity, improved client relations, a healthy workplace culture, improved direction for employees, professional growth, and improved communication skills.

Customer Service 52

Customer Service Call Center Morale Surveys 52

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. HR teams can follow a similar path when it comes to talent acquisition, employee engagement , and employee retention. The result of this surge in the value of data?

Surveys 122

Surveys Upselling Employee engagement Sales 122

Fonolo

MARCH 22, 2022

70% of business transformation efforts fail due to a lack of employee engagement. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research.

Gamification 75

Gamification Call Center Contact Center Feedback 75

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. First and foremost, no one can make an employee engaged. It doesn't work that way.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

Employee engagement 64

Employee engagement Customer Experience Marketing 64

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.” Value created for everyone.

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

PeopleMetrics

JUNE 16, 2015

However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Check out the Temkin Group's Lessons in CX Excellence, 2015 report for some ideas from a range of different companies.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

HGS

SEPTEMBER 30, 2015

Wed, 09/30/2015 - 15:59. employee engagement. By working more tacit elements into agent training (such as confidence in speaking to a specific topic) agents are coached indirectly to understand the key insight they need to deliver customer experience excellence. The end result is a truly optimized customer experience.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Stratifyd

NOVEMBER 12, 2019

At Contact Energy, employee engagement has improved from 36% in 2015 to 79% today. The dramatic improvement in employee net promoter score (NPS) from -49 to 33 is also reflected in the customer NPS climbing from -13 to 27. In 2015, 66% of complaints were about customer experience; now that is down to eight percent.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Call center volumes have dropped by 71% since 2015. There are currently 15 million people employed as call center employees. billion in 2017 to USD 93 billion by 2022!

Call Center 85

Call Center Airlines Contact Center Self service 85

Customer Interactions

JULY 7, 2015

As we kicked off the New Year, you are probably considering your employee engagement strategy for 2015. How will you motivate employees to do their best work in 2015? This year I’m advocating a focus on performance driven culture to engage employees and ultimately drive positive customer interactions this year.

Employee engagement 28

Employee engagement 28

Talkdesk

JUNE 28, 2016

This CXpert brought together the latest, greatest research on the impact of creating an excellent employee experience in this informative article. She demonstrates that there is a direct link between employee engagement and business outcomes. How Social Can Transform Your Employee Engagement Strategy. vXeF55RlC0.

Customer Experience 40

Customer Experience Morale Employee engagement Customer centricity 40

PeopleMetrics

JUNE 26, 2015

Never assume that employees automatically trade employment for their recommendation. Don't assume that a paycheck warrants employee engagement. Mary, June 2015. Rather, work to give them something positive to talk about. Be worthy of their esteem. Understand the principle of value. Value is an interesting metric.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.” Value created for everyone.

Customer Service 40

Customer Service Banking Employee engagement Call Center 40

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

CX Global Media

NOVEMBER 22, 2018

When I started podcasting in 2015 I was worried I would be like so many other that start podcasting. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement . It’s Thanksgiving (here in the US) and I’m so thankful. I just released my 200th episode of the Fast Leader Show.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not.

Scripts 71

Scripts Accountability Coaching Employee engagement 71

Natalie Petouhof

FEBRUARY 28, 2016

Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement? Is the performance of employees consistent across time? Where is performance improving and declining?

Gamification 45

Gamification Management Analytics Metrics 45

NICE inContact

JANUARY 29, 2019

Globally, they moved into that position in 2015. Good communication improves employee engagement, which improves retention. It should move the needle on retention. Give Back to Your Community – Chances are high that millennials make up a majority of your work force.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364