article thumbnail

Act Like an Owner – Revisited!


Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Sales 261
article thumbnail

Amazing Business Radio: Diana Oreck


First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” After a list is tallied, an interesting observation can be made.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Employee Experience Tips, Resources & More


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.

article thumbnail

Call Center Motivation: How to Inspire Your Agents


You might even consider hiring a field expert for a workshop. Gallup released an article about employee engagement measures in the workplace. One statement that promotes engagement is: “My supervisor, or someone at work, seems to care about me as a person.”. Set some room in the budget for education. Conferences.

article thumbnail

7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Some of the initial conversations in the workshop was about agent performance, how to streamline the QA (Quality Assurance) process. So, there’s two pieces.

Analytics 136
article thumbnail

Be Warned! Technology Isn’t Everything

Beyond Philosophy

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be.

article thumbnail

Seven ways to increase agent’s performance in call centers


Offer opportunities for additional training, workshops, and certifications to enhance their expertise. Foster a supportive work environment that encourages open communication, teamwork, and employee engagement. Such tools can save time, improve accuracy, and enable agents to handle customer inquiries effectively.