CSM Magazine

FEBRUARY 17, 2023

This may not always lead to team members leaving, but it does hurt morale and productivity—it’s also entirely avoidable. Before this, Yishay founded S-Infiniyy, which Spoken Communications acquired in 2015. When workers don’t have the tools they need to succeed, frustration and loss in motivation is inevitable.

Customer Service 52

Customer Service Call Center Morale Surveys 52

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

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? Here’s what we found: The Business Case for a Great Employee Experience. She demonstrates that there is a direct link between employee engagement and business outcomes.

Customer Experience 40

Customer Experience Morale Employee engagement Customer centricity 40

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

ClearAction

JANUARY 12, 2022

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Cost savings, productivity improvements, and higher morale were enjoyed throughout Applied Materials and across the customer base. 9 Customers First, or Employees First?

Government 62

Government Enterprise Customer centricity Banking 62

Netomi

JANUARY 5, 2022

After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98