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

Call Center Weekly

OCTOBER 25, 2018

Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers. I have over 15 years of progressive customer service leadership experience in the public, private and government sectors.

Customer Service 136

Customer Service Government Feedback Contact Center 136

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

Customer Guru

MARCH 1, 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 79

Customer centricity Coaching Employee engagement Metrics 79

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

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 96

Government Wait times Healthcare Employee engagement 96

ClearAction

JUNE 8, 2015

Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie. Employee Engagement: Living Your Brand Promise. Customer Experience Governance: Do This, Not That. Customers First, or Employees First ?

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

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

ClearAction

DECEMBER 31, 2015

Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. ” Customer Experience Governance: Do This, Not That. “Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

Customer Experience 63

Customer Experience Government Journey mapping Metrics 63

Natalie Petouhof

APRIL 7, 2016

Customer experience should not be governed by a department or fiefdom business model. Determine Metrics for Reducing the Cost to Serve Customers, While Enhancing Revenue from Top-Notch Customer Experiences. Use the customer journey as the guide for overall success metrics.

Self service 53

Self service Journey mapping Average Handle Time Government 53

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . Connect with, and learn more about, Chris on his platforms: . That’s a city in California.

Government 98

Government Employee engagement Management Personalization 98

Balto

FEBRUARY 6, 2023

The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

COPC

OCTOBER 1, 2019

We are the chosen partners of Fortune 100 companies and government entities. Conduent, as a brand, is fairly new, and yet we are a long-term and trusted provider of Fortune 100 companies and government entities. Is attrition a relevant metric for gauging employee engagement for gig workers?

outsourcing 40

outsourcing Government Contact Center Technology 40

Genroe

JANUARY 21, 2015

NPS is Not Just a Metric. The beauty of using the NPS approach for your organization is everyone becomes focused on the customer and the customer experience… as long as you don’t make it about the metric. I can’t express enough that it’s not about the metric. Implement Corporate Governance.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

OCTOBER 31, 2018

It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140

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

Russel Lolacher

APRIL 10, 2022

The conference was government social media. And it is a nation wide platform for conversations about digital marketing, content marketing, social media engagement, all in revolving around the public sector, government’s little political, but mostly the public service. My first trip since COVID. It it was anxiety inducing.

Metrics 52

Metrics Employee engagement Government Personalization 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics. Are they like me?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

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

ClearAction

NOVEMBER 4, 2020

Your organization’s North Star is not to be confused with the term “North Star Metric”, which is a single metric that focuses on your products core value. For most things requiring approvals, employees must specify in writing its contribution to customer experience and employee experience.”

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose? Customer churn is the opposite of retention.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose? Customer churn is the opposite of retention.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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. Metrics have proven we get higher engagement on news by being a consistent online presence year-round. Those benefits? An Overview of your Social Brands. This is your elevator pitch.

Education 98

Education Government Metrics Customer Care 98

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. The metric Net Promoter Score triggers and manages a lot of functions for us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

ClearAction

NOVEMBER 21, 2015

Design data management, governance, systems, processes, and policies in ways that bridge silos from the get-go. Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. How can we expect smooth customer experiences when the diverse set of roles involved never talk?

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ClearAction

AUGUST 21, 2016

Steering Wheel = organization and governance. Eventually, we could overlay VoC trends and financial trends on top of our internal progress metrics. I had a market research expert on my team, along with a quality metrics analyst and three CX improvement facilitators for Europe, Asia, and Americas. Wheels = processes and tools.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

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