Beyond Philosophy

DECEMBER 8, 2014

Blogs Customer Experience Employee Experience Customer experience customer experience management Customer Experience Program Customer Management customer research customer retention customer satisfaction customer service Emotional Experience employee engagement'

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Employee engagement Customer retention Customer centricity Customer Experience 355

Callminer

JANUARY 13, 2019

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.

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Employee engagement Contact Center Customer Service 182

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. The post Workforce Management Software Improves Employee Engagement appeared first on DMG Consulting.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.

Customer Service 336

Customer Service Employee engagement 336

ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. It’s the experience that drives engagement.

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

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Customer Service Employee engagement Morale Technology 316

COPC

OCTOBER 28, 2022

The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. New Zealand Employee Engagement Report, 2022.

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Employee engagement Management Average Handle Time Contact Center 52

Contact Center Pipeline

FEBRUARY 22, 2018

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2 years, while the median age of a customer service representative is 36.5

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Employee engagement Call Center Customer Service Contact Center 185

COPC

NOVEMBER 18, 2022

The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Our automation-first customer experience solutions optimise our customers’ most critical customer service processes.

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Employee engagement Feedback Marketing Cloud contact 66

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What does this mean exactly?

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Employee engagement Customer Experience Coaching Brand ambassadors 59

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

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Employee engagement Customer centricity Customer Experience Contact Center 50

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

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Employee engagement Banking Coaching Personalization 79

Beyond Philosophy

DECEMBER 5, 2017

Consider how frequently your customers interact with your employees, either directly or indirectly. Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand.

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Employee engagement Consulting Consulting Enterprise 170

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Ten Best Practices for Boosting Employee Engagement by CXAPP. Here are my top five picks from last week.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

Satrix Solutions

APRIL 6, 2020

Now that I have provided these examples you may be asking, “what does volunteering have to do with customer service?”. When a person volunteers, their attitude of service tends to begin to permeate every aspect of their life. People begin to naturally look for ways to be of service to others.

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Employee engagement Customer Experience Advertising Banking 137

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers.

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Employee engagement Contact Center Gamification Coaching 63

teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

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Employee engagement Management Strategic Value Self service 80

Babelforce

FEBRUARY 24, 2022

While this may not be a realistic aim – there will always be people who struggle to engage fully – there are strategies you can implement to improve employee engagement. 9 call center employee engagement ideas. #1 1 Keep employees in the loop. Do you hold regular meetings with employees?

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Employee engagement Gamification Call Center Contact Center 52

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

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Employee engagement Customer centricity Consulting Consulting 59

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

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Employee engagement Metrics Contact Center Customer Care 46

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Here are my top five picks from last week.

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Customer Service Airlines Employee engagement Morale 200

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

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Employee engagement Customer centricity Best practices Consulting 54

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

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Employee engagement outsourcing Call Center Answering services 60

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee engagement 29

Employee engagement Customer centricity Customer Experience Contact Center 29

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

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Customer Service Employee engagement Self service Surveys 190

Toister Performance Solutions

OCTOBER 16, 2018

Here are three questions that will quickly get to the heart of employee engagement. Employee Engagement Defined Let's start with a clear definition: An engaged employee is deliberately contributing to organizational success. The employee needs to understand that definition. So how do you do it?

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Employee engagement Advertising Surveys Personalization 63

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. When it was all said and done, 210 out of 1,503 employees decided to leave Zappos. Those familiar with online shopping or customer experience know Zappos is not a common company. A Call to Arms.

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Employee engagement Customer centricity Engineering Customer Experience 107

Contact Center Pipeline

OCTOBER 5, 2020

Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. Admittedly, at this point, company leaders, employees and customers are feeling the strain associated with a prolonged […].

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Customer Service Employee engagement Contact Center Call Center 194

Contact Center Pipeline

OCTOBER 7, 2020

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

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Customer Service Employee engagement Contact Center Call Center 191

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

Integrity Solutions

AUGUST 23, 2019

We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

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Employee engagement Banking Management Customer Experience 45

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). I love to make a list.

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Customer Service Employee engagement Personalization CRM 198