PeopleMetrics

JUNE 16, 2015

The Survey Says. The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. All Talk, No Action". What The Numbers Imply. Ideas for Sparking Change.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

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

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

NICE inContact

JANUARY 29, 2019

Try to turn them around with timely and specific feedback, but if that doesn’t work don’t hesitate to counsel them out. Recognize, Recognize, and Then Recognize Some More – According to a Lifeworks survey, 75% of respondents who don’t think they are valued at work are in the market for a new job.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

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. It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 His 2015 Talk is now at 2.1 Russel Lolacher 2015 28-year old Hamza comes out on a TEDx stage.

Government 98

Government Management Employee engagement Coaching 98

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98