ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience Journey mapping Construction 86

Contact Center Pipeline

JULY 11, 2019

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.

Government 145

Government Management Customer Service Employee engagement 145

Genroe

JUNE 25, 2015

By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. Share insights with customers and employees. In that governance structure we put a lot of emphasis on the Process Team.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Acquire BPO

MAY 18, 2021

The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. The initiatives aim to drive collaboration with the government to ensure policies and labor guidelines are relevant and aligned to the industry’s dynamic business environment.

contact center associations 98

contact center associations Government Employee engagement Contact Center 98

Beyond Philosophy

MAY 25, 2016

Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. with the help of a federal mediator.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

MARCH 2, 2018

as part of the government. They are designed to define the limits of what employers can monitor employees. I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Workplace privacy laws have been enacted at a state level throughout the U.S.

Government 253

Government Employee engagement Customer Experience Consulting 253

Contact Center Pipeline

MARCH 24, 2016

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of shared commitment to “Being Greater, Faster.”

Feedback 100

Feedback Government Employee engagement Surveys 100

Acquire BPO

MAY 18, 2021

The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. The initiatives aim to drive collaboration with the government to ensure policies and labor guidelines are relevant and aligned to the industry’s dynamic business environment.

contact center associations 52

contact center associations Government Employee engagement Contact Center 52

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Call Center Weekly

OCTOBER 30, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. As such, it is perfect when dealing with time constraints and budgetary concerns. I have led or consulted contact centers of various sizes across numerous industries.

Government 240

Government Contact Center Consulting Consulting 240

BlueOcean

OCTOBER 23, 2023

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Click here.

Employee engagement 75

Employee engagement Government Self service Analytics 75

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. Customer Experience Governance: Do This, Not That.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

ChurnZero

JUNE 18, 2021

Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

Call Center Weekly

NOVEMBER 13, 2017

Provide meaningful feedback One of the best ways to keep employees engaged is through feedback. And that is what engagement all about. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. It makes sense to include them!

Entertainment 159

Entertainment Feedback Government Contact Center 159

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. Furthermore, the living standards for most people were good enough to make them risk-averse. I am not judging the Scots by any means.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Enterprise Customer centricity Banking 62

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Management 63

Management Government Call flow Scripts 63

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. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Taylor Reach Group

JANUARY 21, 2019

Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention. While The Taylor Reach Group, Inc.,

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 92

Government Wait times Healthcare Employee engagement 92

Russel Lolacher

AUGUST 1, 2022

And I’m worried when it comes to definitions like that, because it’s all encompassing, it’s also very government t. And the challenges as we as we do this, and, and it won’t be done by one person, it won’t be done by one company, organization and government or one company. Russel Lolacher. Russel Lolacher.

Government 98

Government Personalization Education Employee engagement 98

Creative Virtual

FEBRUARY 7, 2019

Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement. Many of the discussions I had with other forum attendees reflected conversations I had at a customer and employee engagement event a couple of months ago.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee engagement 124

Employee engagement Government Personalization Technology 124

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? What does their internal communication look like?

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

Taylor Reach Group

MARCH 13, 2018

Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor. “Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. About The Taylor Reach Group, Inc.,

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

ShepHyken

MAY 1, 2020

The 2020 Edelman Trust Barometer showed employees trust their employer over media, government and other sources by a significant margin. Employer communication is the most credible source of information during times like this. People are overwhelmed by information overload.

Government 297

Government Consulting Consulting Personalization 297

Call Center Weekly

DECEMBER 1, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. This teachable moment was the result of a breakfast sandwich, and oversleeping! Who would have thought? I have led or consulted contact centers of various sizes across numerous industries.

Government 143

Government Contact Center Consulting Consulting 143

Fonolo

APRIL 1, 2021

He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003. She also discussed the importance of employee engagement, especially for remote workers. Check him out at RyanAdvisory.com.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Maru Group

FEBRUARY 19, 2020

In the case of Shediac, NB, the local government approached NB Power with the idea of becoming a smart city to address migration out of the area. The government and local businesses needed a way to attract young people to the area to address economic issues.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ProProfs Blog

JULY 20, 2021

Organizations worldwide conduct regular employee satisfaction surveys on a quarterly, semi-annual, monthly, or annual basis. The importance of employee satisfaction surveys ranges from measuring employee engagement to predicting organizational growth prospects. Measure Employee Satisfaction and Engagement.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.

Coaching 152

Coaching Government Scripts Employee engagement 152

CSM Magazine

JUNE 14, 2022

Enhanced employee engagement – according to employment giant Michael Page , only 26% of South African employees worked from home before the pandemic but this figure skyrocketed to 79% once lockdowns hit – without diminishing motivation or job satisfaction levels.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. One of the cornerstones of a remote work option is a strong policy to govern it.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

The Petrova Experience

AUGUST 30, 2022

A recent Gallup Report on the relationship between employee engagement and team performance shows a 23% increase in profitability for organizations with engaged employee teams. Organizations with teams that are engaged, collaborative, and supportive have higher levels of employee satisfaction.

Customer centricity 52

Customer centricity Transportation Employee engagement Government 52

DMG Consulting

JANUARY 20, 2022

While a large number of enterprises reported record earnings in 2020 (and indications are very positive for strong results in 2021), others either closed their doors or were kept afloat by government support and subsidies. Work-from-Home Drives Migration to the Cloud.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54