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Fostering a Consent Culture at Work with Dr. Lauren Appio

Russel Lolacher

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. What’s your best or worst employee experience, Lauren?

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The Benefits of Personal Branding at Work with Ana Lokotkova

Russel Lolacher

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. They don’t think about personal branding of each and every employee.

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Amazing Business Radio: Diana Oreck

ShepHyken

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?” What Shep then challenges you do to is to make a list of all the attitudinal traits that you think would be required for a truly customer-focused employee, specifically in your organization.

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The Roadmap for Racial Healing in the Workplace with Esther A. Armah

Russel Lolacher

So the question I have to ask Esther, I asked every one of my guests, which is, what’s your best or worst employee experience? The power is familiar to the white men, the connection that they don’t have is the experience of their black and brown employees.

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Why We Need the Power of Theatre at Work with Katie McLaughlin

Russel Lolacher

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . What does theatre looks like as an engagement tool in the workplace.

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Your Presentation Is Not A Report And How To Fix It

Russel Lolacher

A great presentation is an amazing tool in engaging your employees. Most presentations are far more about reading back information from a slide deck and not the engagement tool you’re promising. If you want to really engage your employees as an audience, and inspire them to a new idea, it’s a presentation that must be the focus. Is it to engage your audience or to relay information? I once did a workshop 26 times, in six weeks.

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Our Relationship with Time Management at Work with Mike Vardy

Russel Lolacher

I am going to ask you the same question I asked all my guests, which is, of course, what is the best or worst employee experience you’ve ever had? I’d say the best the best employee experience I ever had, was working at the Victoria Film Festival. Sign up to his workshops.

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Stop Trying to Tear Down My Silo

Russel Lolacher

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!”

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The Great Reinvention

COPC

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022.

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What makes Millennial Salespeople Want To Join Your Company?

Integrity Solutions

Their employees know that they work for a company that is socially responsible and thinks beyond the bottom line. The second element is pursuing a well-defined mission and strong set of company values – not just on a company’s website or corporate lobby, but through the behavior of its leaders and employees. Sadly only 38% believed that employees can be trusted to keep their promises and commitments.

Sales 80
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Providing Care and Comfort at Work with Jen Marr

Russel Lolacher

But before we get into any of that, let’s connect back to your past a bit and ask the question I asked all my guests, which is what’s your best or worst employee experience? Jen Marr Well they will lose employees.

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Episode #1 – Plain Language At Work

Russel Lolacher

I love this quote, actually, on her website, it says, I can help the most stubborn, inexperienced or word phobic employees at your organization improve their writing skills, so they can do their jobs better. Why should employees, leaders, co workers, your colleagues all the levels of an organization, what is so important about plain language? What is plain language do you feel is the role in employee engagement? And that actually makes me feel less engaged.

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Taking the Right Steps To A More Empathetic Workplace with Rob Volpe

Russel Lolacher

But before we do such things, Rob, I gotta ask you the same question I asked all of my guests, which is, what’s your best or worst employee experience? But the worst moment as an employee, was the last time I was working for somebody else.

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Reflections on 2020 and A Message of Thanks, Optimism and Hope for 2021

Integrity Solutions

Coaching Customer Service Employee Engagement Insights Integrity Sales Blog Leadership Sales Performance Integrity Solutions Mike EsterdayFor most of us, 2020 is a year we’ll be glad to see in the rear-view mirror.

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Episode #21 – Busting Organizational Silos at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them.

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Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

CX Global Media

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. The most significant factor that differentiates contact centers in their struggle with employee engagement is the skill and strength of leadership. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

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How to engage your leadership team for a successful service culture transformation?

Up Your Service

We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important? A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Here is a checklist of activities we use to help our clients achieve successful and sustainable leadership engagement. Leadership Engagement Activity Checklist. At UP!

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Episode #16 – Starting Employee Journey Mapping at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with CEO and founder of global consulting firm Experience Investigators Jeannie Walters on the importance of employee journey mapping and its role in employee retention and engagement. The scope of an employee journey map.

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Episode #17 – Speaking Well at Work

Russel Lolacher

How speaking well helps employee engagement. And I asked everyone this because I really find it sets the scene of, well, just how much employee experience influences that’s decades later, not much like five, three years later. How can that help employee engagement?

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Customer Experience Journeys: Map for Actionability

ClearAction

How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights. CX Best Practices Employee Engagement in CX Voice of CustomerCustomer Experience Journeys: Map for Actionability.

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The Six Disruptors of Customer Experience

Up Your Service

And now the industry is stepping up again to deliver social rituals, personal transformations, expert workshops, unexpected adventures, and other unique cultural retreats. Next, organize Service Excellence workshops to teach everyone what Service Excellence means, and give them the tools they need to improve internal service and external service. Your Service is a global education and consulting company.

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“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

It’s unsurprising that ADP is framed as a customer-obsessed brand: Globally, the company is host to 60,000 employees, 2,100 of whom make up the Canadian satellite, of whom 1000 work in customer service and under Sidhu’s leadership. Employees, associates, agents.

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Why Business Leaders Must Attend Service Training

Up Your Service

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Or are you seeking to build a culture of service to boost service throughout the organization, upgrading customer experience, improving employee experience, and driving the differentiation of your brand? Have them to lead the workshops.

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The Six Disruptors of Customer Experience

Up Your Service

And now the industry is stepping up again to deliver social rituals, personal transformations, expert workshops, unexpected adventures, and other unique cultural retreats. Next, organize Service Excellence workshops to teach everyone what Service Excellence means, and give them the tools they need to improve internal service and external service. Your Service is a global education and consulting company.

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“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

It’s unsurprising that ADP is framed as a customer-obsessed brand: Globally, the company is host to 60,000 employees, 2,100 of whom make up the Canadian satellite, of whom 1000 work in customer service and under Sidhu’s leadership. Employees, associates, agents.

Metrics 67
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Join Verint May 14-17 in Dallas, Texas for Engage 2018

Verint

It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. Pre-conference workshop sessions (available for an additional fee) start at 9 a.m.

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Treat Employees Better Than Customers

CX Journey

Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Without your employees, you have no customer experience. Raving (employee) fans.

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Customer Experience for the Future — Key #4: Collaboration Earns Trust

ClearAction

Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. Incongruence affects both employees and customers. From there, the onion can be peeled back in internal cross-functional — and this means no function is excused — workshops where the relevant teams ask why 5 times about the top themes that surface in the comments. Customer Experience for the Future — Key #4: Collaboration Earns Trust.

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Organizational Adoption of Customer Experience Excellence

ClearAction

When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations. Just after we conducted the round-the-globe action planning workshops we published the top themes from our latest relationship survey and promised customers we’d report back to them in nine months. Employees have an innate desire to help customers love the company.

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Head to the Big D May 14-17 for the Verint Engage Customer Conference

Verint

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities. Inspiration. Professional growth. Networking.

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Countdown to Verint Engage!

Verint

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. It’s less than a month away!

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Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018

Verint

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions. Shawn Achor, founder, GoodThink, Inc.

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Celebrating 25 Years of EXPO RC

Anexa BPO

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

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Measures of Success of Service Culture Transformation

Up Your Service

Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools. Positive Comments: The increase in compliments and decrease in complaints from customers and employees. How do you know if your service improvement efforts are really working?

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An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Within 6 months, 2,861 employees learned understood that Service is taking action to create value for someone else , and Service Excellence. Employees learned The Six Levels of Service: Criminal, Basic, Expected, Desired, Surprising and Unbelievable.

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Employee Experience Tips, Resources & More

Callminer

At the heart of every growing organization are its employees. However, it is of critical importance that every employee’s experience with your company be taken seriously. “The employee onboarding period can be quite complex and uncertain.

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How To Hybrid: Playbook For Managing Distributed Agents

JustCall

With this trend, managing a hybrid workforce can be difficult since it entails dealing with a broad group of employees with varying requirements and interests. Hybrid workforces are now more common than ever.

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Call Center Motivation: How to Inspire Your Agents

Fonolo

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Trust us; you’ll notice better retention and engagement if you follow some of these tips. If you don’t have motivated employees, your call center may not be a positive work environment.

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An Interview with Kate Nasser: Better #PeopleSkills

Customers That Stick

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. 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. Leaders’ people skills inspire and engage or de-motivate the teams.

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An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Within 6 months, 2,861 employees learned and understood that Service is taking action to create value for someone else , and Service Excellence is taking the next action to create more value for someone else. Click here to learn more about being a Certified Workshop Leader.