One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience. MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation MORE
Do you know if your own people are engaged in what you are supposed to be doing for your customers? Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. MORE
The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. MORE
In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center. MORE
Developing and recognizing employees. Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. MORE
Trust is a result of listening to staff, engagement, and inclusion. CCW contact center employee engagement leadershipBy Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. MORE
Agent Engagement agent motivation call center call center fun activities contact center employee engagement scenario-based learning training activities MORE
Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. MORE
Better metrics, happier customers and more engaged agents are results we all want to know more about. More importantly, the corporate leadership gained an understanding of how important investing in their employee’s overall emotional health and sense of purpose is to company culture. MORE
as a common phrase being used by employees. As customer support agents are the frontline for all customer interactions, it is of vital importance to ensure they remain enthused, engaged, and inspired. I call it the engagement profit chain." MORE
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience. MORE
She designs training sessions and sustainment programs intended to improve patient and customer experience, while also engaging leaders and employees by developing and deepening the understanding of emotions. CCW employee engagement Employee Experience People Management MORE
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […]. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. MORE
Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. There are many philosophies out there. MORE
If you do not have a survey process, ask your employees to document and forward any complaint to the CSI team. While that information is important, consider the overall message you are giving new employees at the end of their first day. MORE
Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. What Walmart and Google Show Us About Employee Engagement. MORE
Agent training, development and engagement were top of mind for Pipeline blog readers this month. Featured call center career development coaching contact center employee engagement leadership millennials MORE
This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer. MORE
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden. MORE
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS. MORE
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended MORE
One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. Customer experience Employee Engagement PurposeTemkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. MORE
Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that. MORE
When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement? MORE
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation MORE
Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? The post Are your Parents are to Blame for Low Employee Engagement? MORE
Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. In this report, we dive deeper into the idea of engagement answering key questions like: How does employee engagement influence job satisfaction? MORE
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. MORE
Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Employee Engagement: Living Your Brand Promise. MORE
Discover the importance of employee engagement and happiness in driving customer delight. And the people who do that are your employees. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. MORE
Why Customer Experience Excellence Requires HR Engagement. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Make sure employees buy into the Why not just the What. Customers First, or Employees First ? MORE
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. I could be writing a job description – these are just some of the attributes an individual must possess to drive engagement with CX. MORE
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership. MORE
Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! When employees are in the know, they can commit and take ownership. MORE
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement MORE
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? MORE
By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. CCW employee engagement leadership MORE
Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X MORE
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees. MORE
A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% MORE
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. MORE
Employee engagement Related Topics Brad Cleveland
JUNE 9, 2016
Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X
Contact Center Pipeline
AUGUST 3, 2017
Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.
Customer Experience Matters
JUNE 28, 2017
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement
Customer Experience Matters
MAY 24, 2017
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].
CX Journey
JULY 13, 2017
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement?
CX Journey
JULY 21, 2015
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership.
Beyond Morale
OCTOBER 16, 2012
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden.
Beyond Philosophy
SEPTEMBER 10, 2015
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.
Call Center Weekly
JULY 24, 2017
Trust is a result of listening to staff, engagement, and inclusion. CCW contact center employee engagement leadershipBy Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust.
Beyond Morale
AUGUST 24, 2011
When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement?
Brad Cleveland
JUNE 9, 2017
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation
Beyond Philosophy
NOVEMBER 17, 2014
Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. What Walmart and Google Show Us About Employee Engagement.
Beyond Philosophy
DECEMBER 8, 2014
One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience.
Contact Center Pipeline
AUGUST 24, 2017
In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center.
Brad Cleveland
JULY 6, 2016
Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation
Genroe
JUNE 25, 2015
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS.
Brad Cleveland
JUNE 21, 2016
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization.
Contact Center Pipeline
AUGUST 31, 2017
Agent training, development and engagement were top of mind for Pipeline blog readers this month. Featured call center career development coaching contact center employee engagement leadership millennials
Call Center Weekly
SEPTEMBER 15, 2017
She designs training sessions and sustainment programs intended to improve patient and customer experience, while also engaging leaders and employees by developing and deepening the understanding of emotions. CCW employee engagement Employee Experience People Management
Beyond Philosophy
MARCH 19, 2015
A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%
Contact Center Pipeline
JUNE 14, 2017
Agent Engagement agent motivation call center call center fun activities contact center employee engagement scenario-based learning training activities
Beyond Morale
OCTOBER 11, 2011
Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? The post Are your Parents are to Blame for Low Employee Engagement?
Aspect
JULY 20, 2017
Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. In this report, we dive deeper into the idea of engagement answering key questions like: How does employee engagement influence job satisfaction?
Customer Experience Matters
AUGUST 29, 2017
One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. Customer experience Employee Engagement PurposeTemkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles.
Call Center Weekly
JULY 18, 2017
By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. CCW employee engagement leadership
ClearAction
SEPTEMBER 16, 2016
This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.
CX Journey
MARCH 17, 2016
Discover the importance of employee engagement and happiness in driving customer delight. And the people who do that are your employees. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers.
ClearAction
APRIL 18, 2015
Developing and recognizing employees. Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration.
ClearAction
APRIL 3, 2015
Why Customer Experience Excellence Requires HR Engagement. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Make sure employees buy into the Why not just the What. Customers First, or Employees First ?
ijgolding
JANUARY 17, 2017
Do you know if your own people are engaged in what you are supposed to be doing for your customers? Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement.
ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. I could be writing a job description – these are just some of the attributes an individual must possess to drive engagement with CX.
Beyond Philosophy
JULY 12, 2016
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.
CX Journey
MAY 24, 2017
Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! When employees are in the know, they can commit and take ownership.
Call Center Weekly
JULY 21, 2017
as a common phrase being used by employees. As customer support agents are the frontline for all customer interactions, it is of vital importance to ensure they remain enthused, engaged, and inspired. I call it the engagement profit chain."
Customer Centric Support
FEBRUARY 6, 2017
Better metrics, happier customers and more engaged agents are results we all want to know more about. More importantly, the corporate leadership gained an understanding of how important investing in their employee’s overall emotional health and sense of purpose is to company culture.
Bill Quiseng
JUNE 19, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees.
ClearAction
AUGUST 29, 2015
Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Employee Engagement: Living Your Brand Promise.
Beyond Philosophy
JANUARY 12, 2015
Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. There are many philosophies out there.
Bill Quiseng
FEBRUARY 15, 2016
If you do not have a survey process, ask your employees to document and forward any complaint to the CSI team. While that information is important, consider the overall message you are giving new employees at the end of their first day.
CX Journey
APRIL 19, 2016
Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.
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