Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. This has only helped us grow in engagement with our community.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ClearAction

APRIL 3, 2015

CX governance structure: what does the company need, according to the organization and customers? Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. —@Lynn_Teo. " —@thecxguy. Tell stories.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

ProProfs Blog

JULY 20, 2021

Read more: How to Improve Customer Experience Using Employee Feedback. Reasons to Conduct Employee Satisfaction Survey. Organizations worldwide conduct regular employee satisfaction surveys on a quarterly, semi-annual, monthly, or annual basis. Read more: Your Ultimate Guide to Employee Engagement Surveys.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Call Center Weekly

APRIL 27, 2018

Personally, this is one of my favorite parts of the job as I enjoy innovation and creativity. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. At this point, we can breathe a sigh of relief and repeat the cycle all over again. So, go onward, " Strive for Five " !

Government 120

Government Metrics Call Center Contact Center 120

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Call Center Weekly

JULY 21, 2017

Improved Engagement - When staff are fully engaged, challenged and utilized properly, they produce quality work that directly impacts the company's bottom line. As Kevin Kruse suggests , "Employee engagement is the lever that can move that needle. I call it the engagement profit chain." It is a way of being.

Contact Center 143

Contact Center Employee engagement Metrics Government 143

Russel Lolacher

JANUARY 4, 2021

I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. What are the key leadership competencies needed to enable digital transformation in government? Understand your audience – What matters to them?

Government 83

Government Surveys Coaching Personalization 83

Customer Guru

MARCH 1, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training. We would be more than happy to help.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

Customer Guru

MARCH 1, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training. I would be more than happy if I could be of any help.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Natalie Petouhof

APRIL 7, 2016

Brands and organizations should plan to support customers frequently during and after the sale and direct them to the next self-service experiences whether they be answers, community, video, product, new offer or feedback. Customer experience should not be governed by a department or fiefdom business model.

Self service 53

Self service Journey mapping Average Handle Time Government 53

Customer Guru

MARCH 7, 2018

Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training. How are employees engaged and mobilized towards delivering customer experience? Metrics: Is there a metrics framework set up to measure customer experience?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

Genroe

JANUARY 21, 2015

Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. I also asked some of the leading people in the customer feedback and Net Promoter community for their very best ideas. Too often we are quick to reject feedback from customers as wrong. Listen Learn Live.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Call Experts

APRIL 7, 2022

A human resources team ‘s primary job is to promote the success of the organization’s employees. The HR team is responsible for providing career paths and regular check-ins with employees to provide feedback. And compliance requires careful monitoring of employment and employee data for government and IRS reporting.

Answering services 52

Answering services Morale Self service Healthcare 52

C Space

APRIL 6, 2020

After having donated more than €2m euro to the hospital in Parma – the city where their headquarters are situated), pasta manufacturers Barilla have made a great employee engagement move. “We The government has now opened up the fund for foreign contributions from both by individuals and institutions. 50 crores ($6.7

Healthcare 52

Healthcare Banking Engineering Transportation 52

Taylor Reach Group

OCTOBER 31, 2021

Much of their work is not completed in real-time; there may be meetings on Zoom or Teams; but the work they do outside of these meetings is not governed by immediate demands that must be met, such as a ringing phone that must be answered.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. 5 job satisfaction rating on average).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Integrity Solutions

JUNE 29, 2018

And yet despite this awareness, 80% of American adults don’t meet the government’s national physical activity recommendations for aerobic activity and muscle strengthening. Effective sales coaches aren’t micro-managers who hover nearby at all times, solving the salesperson’s problems and providing a non-stop stream of feedback.

Sales 43

Sales Management Coaching Morale 43

SmartKarrot

MAY 5, 2022

A C-suite leader needs to know about modern technologies like blockchain, augmented intelligence , artificial intelligence , governance, social and political affairs, and more. These upcoming technologies will help C-suite leaders make better decisions in the business space, increase employee engagement, and improve customer success.

Coaching 10

Coaching Feedback Construction Government 10

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Are they like me?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Russel Lolacher

MARCH 13, 2023

There is no dichotomy of leadership when it comes to prioritizing the mission and prioritizing people, that if you prioritize people, you will naturally prioritize the mission and you will naturally produce a profitable or a successful nonprofit corporation or government agency. Hamza Khan No one knows what it means. I haven’t.

Government 98

Government Management Employee engagement Coaching 98

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ClearAction

APRIL 18, 2015

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. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

APRIL 10, 2022

I’m Russell, this is relationships at work the employee experience and workplace culture podcast. I hope you’re enjoying it so far, getting some amazing feedback. The conference was government social media. So, got it your communications person. What problems will you fix for another person? Okay, good.

Metrics 52

Metrics Employee engagement Government Personalization 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. That’s an industry and government definition; to us they are part of our valued customer base. Recognition: Celebrate your customer service heroes.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. Our entire focus at Cloudnine was to personalize our customer’s experience.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Russel Lolacher

JUNE 27, 2022

Because when you get down to it, and you’re like, I gotta hang on to this person. I want to just quickly high level just mentioned your seven pillars, which is you mentioned compensation, but alignment values, atmosphere growth, which is around the personal development, acknowledgement, autonomy, and communication.

Real estate 52

Real estate Personalization Management Scripts 52

Russel Lolacher

JUNE 29, 2021

So when sharing your Social Media Day announcement to those employees in your government organization, include some of the following. How is the time, resources and cost of a social media group (even if it’s one person) justified? Those benefits? – awareness building, opportunity defining, and relationship creating.

Education 98

Education Government Metrics Customer Care 98

SmartKarrot

OCTOBER 12, 2021

A customer experience charter is a concise document detailing the CX governing team’s agreements to align with their decisions. Ascertaining the right people to attend and engage at meetings. When you start to develop your CX charter, it becomes crucial to ascertain the right people to attend and engage in meetings.

Customer Experience 10

Customer Experience SaaS Government Accountability 10