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

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

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. The survey insights are only so valuable until people act on them.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Natalie Petouhof

JULY 14, 2015

The firm’s global work with leading companies in telecommunications, financial services, healthcare, retail, and government sectors is the basis for the articles in this recent issue. These pieces reflect on how clients are differentiating their companies through customer experience innovation. And are you ready to implement it?

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 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

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. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

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? Those who are interviewed change with each cycle.

Government 83

Government Surveys Coaching Personalization 83

ClearAction

NOVEMBER 14, 2022

Find out employee’s intrinsic motivators: “Intrinsic” comes from within (values, purpose, capabilities, enjoyment, etc.), Craft your surveys and engagement efforts in accordance with JTBD and intrinsic motivators. What are the consequences of dropping the ball?

Government 71

Government Enterprise Surveys Personalization 71

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

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

Genroe

JANUARY 21, 2015

Using NPS for performance measurement will ensure that those being measured will manipulate the survey processes. You must have engaged employees to make the process work. If you are running a transactional survey then implement service recovery to turn around unhappy customers. Survey Consistency is Vital.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work. 5 job satisfaction rating on average) and leading training sessions (3.99/5

Contact Center 52

Contact Center Coaching Surveys Scripts 52

BlueOcean

AUGUST 21, 2019

According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team. Essentially, if you were the individual on the other end of the line, how would you have responded to a CSat survey after the interaction? Were they engaged in the customer’s experience? Client Relations.

Contact Center 63

Contact Center outsourcing Government Sales 63

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

Lumoa

OCTOBER 31, 2018

Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

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

Russel Lolacher

JANUARY 16, 2022

And they received a grant from the Canadian government to do a whole research about Maslow and his time with the Blackfoot. And also, what about taking internal surveys a little more seriously? Please do not just talk to management and supervisors talk to employees privately so they can be open and honest.

Surveys 52

Surveys Personalization Government Employee engagement 52

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. Ask if they know that there are health risks associated with a sedentary lifestyle, and most of those hands will stay up.

Sales 43

Sales Management Coaching Morale 43

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. employees strongly agrees with the statement, “ My company asks for my feedback and acts upon what I say.”.

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

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

Branch Mesenger

JANUARY 31, 2019

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. The Government shutdown has brought the story of America’s paycheck-to-paycheck economy into a much wider light. She had $1.06 in her bank account. "It's

Banking 74

Banking Government Transportation Healthcare 74

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. I think it might be interesting to me, talking about employee engagement a little bit. Are they out on the road? 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. This is really cool man.

Government 98

Government Management Employee engagement Coaching 98

Branch Mesenger

JANUARY 31, 2019

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. The Government shutdown has brought the story of America’s paycheck-to-paycheck economy into a much wider light. She had $1.06 in her bank account. "It's

Banking 48

Banking Government Transportation Healthcare 48

ClearAction

MAY 31, 2015

Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth. Customer Experience Governance: Do This, Not That. Customers First, or Employees First ?

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

ClearAction

DECEMBER 15, 2015

Momentum is an essential aspect of customer experience strategy and governance. When employees view the next employees in the chain of value across the company as their customers, they need to do so within the overall context of external customers' care-abouts. What drives customer experience momentum?

Customer Experience 63

Customer Experience Employee engagement Construction Feedback 63

Lumoa

MARCH 20, 2018

Employee Engagement: Employees are aligned with the goals of the organization. Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. That's a very typical design of a CSAT survey.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Branch Mesenger

JANUARY 17, 2019

According to a global shoppers survey : More than half of those surveyed said they were overworked, and nearly a third suggested that they’d be better enabled to provide better customer service and engagement if they were provided the use of tablets. Quest For Financial Stability Takes Center Stage.

Surveys 48

Surveys Government Personalization Employee engagement 48

Lumoa

MARCH 20, 2018

Employee Engagement: Employees are aligned with the goals of the organization. Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. That's a very typical design of a CSAT survey.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ClearAction

NOVEMBER 21, 2015

Survey-based or behavior-based performance evaluation? 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. Rewarding resolution vs. prevention? That's just a start.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ClearAction

AUGUST 21, 2016

Steering Wheel = organization and governance. Our voice of the customer portfolio included an annual relationship survey, quarterly service survey, ongoing installation survey, executive listening sessions, and customer report cards. Wheels = processes and tools. Engine = measurement program. And we did.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

Russel Lolacher

JUNE 27, 2022

Every business, I don’t care if it’s a government, I don’t care if you go in the DMV, it’s like now hiring every truck you see on the highway says now hiring drivers, everybody is hiring, that everybody else knows it. I tell employers, take down your Help Wanted, and now hiring signs. That’s not a secret.

Real estate 52

Real estate Personalization Management Scripts 52