Russel Lolacher

JANUARY 23, 2023

But they’re not taking into account this and when I brought it up, there was a bit of an ease. Jen Marr One of the things that we focus on as we first assess people, so having data and having benchmarks to be able to track how your employees are doing is so critical. Am I getting into that direction? What can I do?

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. This approach can also help create a sense of accountability among agents, as they are responsible for achieving their assigned goals. It is important to ensure that the goals set for agents are achievable and realistic.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JANUARY 16, 2023

It means that if your senior management is describing a workplace as welcoming and diverse, and inviting, that becomes the benchmark by which success is measured. Because the language of whiteness centers whiteness. So what does that mean? And we saw barriers just come down, it just came down, it just came down.

Education 98

Education Construction Employee engagement Personalization 98

Lumoa

APRIL 24, 2018

NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. NPS is simple benchmarkable, and consistent. blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Answer Dash

APRIL 16, 2019

This simplifies employees’ daily decisions in alignment with corporate strategy. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. One thing that gets lost in individual initiatives is low accountability for the larger picture of growth.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76