Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Managing/leveraging outsourced service providers. Key drivers affecting labor markets.

Contact Center 87

Contact Center Customer Support outsourcing Marketing 87

Integrity Solutions

NOVEMBER 19, 2018

Management Attitudes. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Ongoing Learning and Development.

Coaching 76

Coaching Sales Feedback Management 76

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

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. This is the next step to engaging with team members. Nick Smith shares 5 ways to become a WFM guru. .

Coaching 68

Coaching Employee engagement Consulting Consulting 68

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. They should not be just handing over a training file.

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

MARCH 20, 2023

Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Consulting Consulting 98

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. Well, the manager gets a PDF, and they print it off.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Every customer interaction is tagged by the agent, enabling both employees and the system itself to grow smarter and more resourceful, right from day one.

Call Center 117

Call Center Technology Gamification Coaching 117

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. The importance of preparation, and its dark side. Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

SharpenCX

MAY 16, 2022

This tracks how many calls your agent is managing during a time period. And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Schedule 1:1s and host workshops every month to keep skills fresh or implement new training programs.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Russel Lolacher

MAY 1, 2023

A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. She’s a certified life coach, a wellness counselor and facilitator who specializes in recognizing bullying. And that duration of time, and it was, it was months in the making, of course and I My manager was amazing.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Russel Lolacher

JUNE 13, 2022

At this time, I was more focused on my UX role, in my experience, and with user experience, and that first year review, I had a new manager that just really felt threatened. Or do they just get a bad manager? And then that’s managed by one team that looks at just that data and just those comments from the customers.

Coaching 59

Coaching Engineering Personalization Feedback 59

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120