COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

ShepHyken

AUGUST 18, 2023

AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. In the Spring of 2020, new challenges have presented themselves.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. They can be short three or four-minute presentations.

Employee engagement 238

Employee engagement Morale Personalization Customer Experience 238

Call Design

MAY 14, 2024

Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance. Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. The words “employee engagement” seem to be everywhere.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

LiveChat

SEPTEMBER 16, 2016

Engagement is something we want to keep, that’s why we work on it all the time. For example in relationships, by doing things we might not like, just to make the other person happy. And finally at work, by coming up with different ideas to make employees happy and loyal to the company. Encourage personal projects.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

ShepHyken

APRIL 23, 2018

Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). She is a branding expert, and now she shares some insights on creating superior customer experience, which starts with the self-motivation of great employees. And, it helps create a tailored/personalized experience.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. Another massively important area that HR deals with is employee engagement and internal communications. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

NOVEMBER 24, 2015

What I have done to good effect is to get different people from across the organization to interview the person as well. However, I am okay with that because they are also the most likely to develop Employee Engagement , an essential ingredient to delivering on the Beyond Philosophy brand promise. Positive Attitude. Initiative.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

MARCH 10, 2015

Apologize in person. It means more when you are physically present. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return. Employee engagement and retention are the heartbeats of any organization.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Beyond Philosophy

JULY 31, 2017

PowerPoint is a great tool, but its downside is that it encourages business people to develop presentations based bullet points connected to data. Hearing about mistakes can also be empowering, especially for new employees who need to see that you can succeed at the company even if you make some blunders along the way. In the U.S.,

Entertainment 313

Entertainment Coaching Consulting Consulting 313

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. It can identify common training and knowledge gaps among teams.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees? Give credit where credit is due.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

Beyond Philosophy

JULY 22, 2021

Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. As I have written before, a Customer Experience is an entire interaction that a person has with the organization, including the rational, emotional, subconscious, and psychological aspects.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Beyond Philosophy

JUNE 18, 2015

They become a bond in our personal relationships, a key to happiness for most people. Find your team’s strengths and use those to create the experience—and also employee engagement (a key element to a great Customer Experience). Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

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

SharpenCX

MAY 12, 2020

The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. Organizations that have over 50% employee engagement retain 80% of their customers. Engaged employees are 38% more likely to have above average productivity.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Beyond Philosophy

NOVEMBER 14, 2017

Specifically with regard to ambassadorship at Virgin, and how it is built on emotional sensitivity, Colin determined that two key values are generated by linking employee and customer experience: “First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Nicereply

JANUARY 25, 2023

.” The idea that leaders must be present in order for their teams to function not only encourages micromanagement, but it distracts both the employees and the leader from doing their best work. This autonomy leads to more employee engagement. How does this approach relate to employee engagement?

Coaching 52

Coaching Employee engagement Metrics Engineering 52

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. For this, it is critical to implement clear performance measures as well as performance management systems that allow you to follow employee progress and assess performance remotely.

Management 52

Management Best practices Employee engagement Morale 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. Articles on Employee Empowerment.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

VirtualPBX

APRIL 27, 2022

Remotes also reduce overhead by not being tied to office space and potentially freeing up expensive office spaces for more employees. Remote culture boosts employee engagement. Studies have shown that engagement, productivity, and loyalty tend to improve when companies embrace virtual work.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

Interaction Metrics

MAY 16, 2024

Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” ” This observation ignited the auto industry and applies to the customer experience (CX) industry today.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Russel Lolacher

DECEMBER 30, 2019

Start doing your part to improve your leadership, employee engagement and customer experience so it can be a model for the DNA of your business. Get to know your team personally. Have honest conversations about your brand w/ employees and customers. Learn to be a better presenter. Make your interactions personal.

Employee engagement 64

Employee engagement Education Personalization Feedback 64

Playvox

MARCH 1, 2022

As one of our recent webinar presenters put it, “No matter how big the meal, I’ll still be hungry tomorrow.” Career development is important to most workers and can affect employee satisfaction and loyalty. Personalized Curriculums. There’s a reason personalization enhances the customer experience.

Contact Center 83

Contact Center Call Center Service level Employee engagement 83