Banking Coaching Employee engagement Metrics 
CX Global Media
FEBRUARY 28, 2019
Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. Over and over again folks like ING Bank, folks like Liberty Mutual have just not been able to get that level of control they need from the typical contact center.
CX Global Media
JULY 12, 2019
In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.
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SharpenCX
MARCH 4, 2021
Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. Your COO cares about different metrics than your supervisors. Distill all the data living in your contact center down into a few important charts and graphs in your reports, so you can pull out actionable insights for coaching.
Customer Relationship Metrics
JULY 26, 2017
Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA). In the Early Years.
CX Journey
OCTOBER 6, 2016
Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success metrics, and more.
Netomi
JANUARY 5, 2022
Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.
Enghouse Interactive
APRIL 28, 2019
Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.
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