Call Center Weekly

OCTOBER 30, 2017

Experts suggest we learn in a variety of ways: Visual Aural (auditory-musical) Verbal Physical Logical Social Solitary These alternatives training opportunities may be appealing to those who do not do well in a formal setting, thus making the learning and development process more personal!

Government 240

Government Contact Center Consulting Consulting 240

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

NOVEMBER 13, 2017

Provide meaningful feedback One of the best ways to keep employees engaged is through feedback. Benefits of feedback: Increases self-awareness Provides a balanced view Leverages Strengths Uncovers Blind spots Develops skills Once feedback is incorporated, reinforce it by rewarding employees. Make it personal!

Entertainment 159

Entertainment Feedback Government Contact Center 159

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. ChurnZero is headquartered in Washington, D.C. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

BlueOcean

OCTOBER 23, 2023

What’s your maximum class training size for in-person training? 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

Russel Lolacher

AUGUST 1, 2022

But it’s important because it’s, it’s much broader than the average person understands disability. Because this is the social sort of this is based on a social model of disability, where the person isn’t the problem. I think it’s really important to personalize… personalize it as much as possible.

Government 98

Government Personalization Education Employee engagement 98

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? However, coaching agents in the hybrid world looks vastly different than in-person.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

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

ShepHyken

MAY 1, 2020

The 2020 Edelman Trust Barometer showed employees trust their employer over media, government and other sources by a significant margin. Demonstrate your concern for your employees, their very real fears and anxieties, not only professionally and economically, but socially and personally. Be Exceedingly Human.

Government 300

Government Consulting Consulting Personalization 300

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

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. JTBD are the ultimate outcomes a person seeks through their relationship with your brand. This is NOT the same as job roles and responsibilities!

Government 71

Government Enterprise Surveys Personalization 71

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. Tough question.

Coaching 152

Coaching Government Scripts Employee engagement 152

Call Center Weekly

OCTOBER 17, 2017

By Sean Hawkins Employee development is very important to me. As a leader, it is my obligation to create a culture that aids in the personal and professional growth of my staff. Whenever I am asked how to implement an employee development program, my answer is always the same, “begin at the beginning”!

Government 136

Government Contact Center Consulting Consulting 136

Fonolo

APRIL 1, 2021

This new dynamic could potentially benefit employee satisfaction in the contact center. Personality types and profiles are very important. He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

BlueOcean

JANUARY 20, 2023

What’s your maximum class training size for in-person training? 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. and outline approach to new hire training.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

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

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

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

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

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

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

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 94

Customer centricity Coaching Employee engagement Metrics 94

Up Your Service

JUNE 16, 2015

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. And with phone number portability between telcos assured by government regulators, each upgrade to a new mobile device puts a customer’s loyalty to the telco at risk.

Telecommunications 88

Telecommunications Calibration Government Scripts 88

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

BlueOcean

AUGUST 6, 2020

What’s your maximum class training size for in-person training? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? and outline approach to new hire training.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Russel Lolacher

JUNE 5, 2022

So first question, we’re talking about technology, employee engagement with technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? So think some very old, very old, early personal computers, not mainframe wasn’t Bill Gates level.

Technology 93

Technology Employee engagement Personalization Customer Support 93

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

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. . How do you get into the personalization of it because everybody’s different.

Government 98

Government Employee engagement Management Personalization 98

Natalie Petouhof

APRIL 7, 2016

Customer experience should not be governed by a department or fiefdom business model. Deploy a Solution to Create Integrated, Personalized, Seamless Customer Experiences that Generate Customer Loyalty. Align incentives to support self-service and digital customer experience initiatives by the customer’s journey.

Self service 53

Self service Journey mapping Average Handle Time Government 53

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

Russel Lolacher

JANUARY 8, 2022

What is plain language do you feel is the role in employee engagement? How is plain language, a part of that employee engagement workplace culture sphere? So if you think about a government agency, some of them have Very unclean cultures, and you just start to write in the way the other people around you, right?

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Call Experts

APRIL 7, 2022

And compliance requires careful monitoring of employment and employee data for government and IRS reporting. Employees expect their employers to support their career development. While it may be expensive to hire new staff, investing in training employees will pay off in increased capabilities and retention.

Answering services 52

Answering services Morale Self service Healthcare 52

Russel Lolacher

OCTOBER 3, 2022

And when I came to the person I was volunteering with, she said, Oh, my gosh, are you going to be working with so and so? He is the greatest person in this industry. But people don’t realize or trauma a lot of the time, what people don’t realize is that it’s such a personal thing. But it is a personal thing.

Personalization 98

Personalization Employee engagement Marketing Management 98

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. We need to create space for team social interaction.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

bold360 Blog

MARCH 5, 2020

At the end of a flight, he spent an eternity in a two-person line while 4 employees just stood around. Because the employees thought their company’s purpose was to rent out cars, when, really, their purpose is to be the gateway to Michael’s vacation. This provides better governance and less risk. Rental cars or getaways?

Government 59

Government Technology Customer Experience Personalization 59

Creative Virtual

JANUARY 28, 2020

Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40