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

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

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

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

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. 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.

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