SharpenCX

JUNE 16, 2021

It shapes employee engagement and retention , it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics ( 74% of call center agents are at risk of burnout and there’s an average turnover rate as high as 30-45% ) employee retention should be top of mind.

Call Center 67

Call Center Education Coaching Construction 67

Creative Virtual

NOVEMBER 6, 2019

By Maria Ward, Account Manager/Knowledgebase Engineer. Did you know that Creative Virtual is offering a free workshop to help companies who find themselves in this position?). It was interesting to see the varied reasons people were exploring the world of AI and what questions they had.

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

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

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. Call recording has been instrumental in not only holding the agents accountable but also for training purposes. You can thus optimize the workshops or trainings for the newly joined agents. Use Call Recordings for Improvisation.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

Russel Lolacher

FEBRUARY 1, 2021

As defined by “giving an account of something that one has observed, heard, done, or investigated.” I once did a workshop 26 times, in six weeks. By the end of it, the workshop was a well-oiled machine. Usually for a larger group of people looking for a few inspirational and/or actionable takeaways.

Personalization 81

Personalization Employee engagement Consulting Consulting 81

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

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. Then we go into workshops where we’ll take that assessment and our key workshop, we call it breaking through the awkward zone. And I just said, and this is only Wednesday, like this is just, there’s so much going on.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Integrity Solutions

NOVEMBER 19, 2018

Your company invests in a two-day sales training workshop, then releases the reps out into the field with a link to a website for “reinforcement” and hopes something will stick. L & D gets frustrated because management isn’t holding their sales reps accountable to go to the online modules. Ongoing Learning and Development.

Coaching 76

Coaching Sales Feedback Management 76

ijgolding

JUNE 9, 2015

Drives employee engagement and involvement — from the front lines to the executive suite. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

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

ClearAction

AUGUST 13, 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 48

Customer Experience Enterprise Journey mapping Customer centricity 48

Fonolo

MARCH 4, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). And it’s working. Top related content: How to Reduce Hold Time in Your Call Center.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

SmartKarrot

JULY 2, 2021

Operates as the principal point of contact and liaison for all strategic accounts for service management, support, and escalations. Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. Conduct group refresher workshops and webinars.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10

Russel Lolacher

JANUARY 16, 2023

It doesn’t take years, you know, we’ve done it with an Ivy League college in the States, it doesn’t take years, and it didn’t take years, we did 390 minute workshops, over a three week period, and then a post workshop facilitation of six months. And he so he was saying, so why don’t they share that?

Education 98

Education Construction Employee engagement Personalization 98

Fonolo

FEBRUARY 20, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). And it’s working. Handpicked related content: How to Eliminate Hold Time in Your Call Center.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Russel Lolacher

MAY 1, 2022

How speaking well helps employee engagement. How can that help employee engagement? How can that help the employee experience whether it’s the person talking, or the person being talked to? The importance of preparation, and its dark side. How situational awareness is a factor in speaking success.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Russel Lolacher

OCTOBER 16, 2022

Well, interestingly, I think that what we’ve gone through over the past three years has really altered the landscape in a way that I think was going to happen to some degree anyway, the idea of remote work, the idea of not so so much, I wouldn’t say accountability, but but measurement on hey, how long have you been here?

Time management 98

Time management Management Personalization Government 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. Peter Lavers Customer Experience and CRM Expert. blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Up Your Service

AUGUST 8, 2018

KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.”

Education 53

Education Airlines Scripts Personalization 53

Up Your Service

AUGUST 8, 2018

RON KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture.

Education 40

Education Airlines Scripts Personalization 40

Russel Lolacher

JUNE 13, 2022

Well, because that impacts accounting, and we were going to make their lives difficult. But I’ve also been in rooms where we’re talking about busting silos, and I’ll never forget this, we were doing a workshop about it. Like, why is it so important to get your time cards? But it was off in the corner.

Coaching 59

Coaching Engineering Personalization Feedback 59