BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Taylor Reach Group

NOVEMBER 21, 2019

In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130