Russel Lolacher
MARCH 20, 2023
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?
Russel Lolacher
FEBRUARY 13, 2023
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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ShepHyken
MARCH 21, 2017
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.
Russel Lolacher
JANUARY 16, 2023
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.
Russel Lolacher
NOVEMBER 7, 2022
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.
Russel Lolacher
FEBRUARY 1, 2021
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.
Russel Lolacher
OCTOBER 16, 2022
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.
Russel Lolacher
JANUARY 12, 2021
” 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!”
COPC
MARCH 11, 2022
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.
Integrity Solutions
NOVEMBER 19, 2018
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.
Russel Lolacher
JANUARY 23, 2023
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.
Russel Lolacher
JANUARY 8, 2022
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.
Russel Lolacher
NOVEMBER 14, 2022
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.
Integrity Solutions
DECEMBER 21, 2020
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.
Russel Lolacher
JUNE 13, 2022
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.
CX Global Media
JULY 11, 2019
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.
Up Your Service
SEPTEMBER 6, 2018
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!
Russel Lolacher
APRIL 24, 2022
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.
Russel Lolacher
MAY 1, 2022
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?
ClearAction
FEBRUARY 26, 2015
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.
Up Your Service
APRIL 1, 2018
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.
Fonolo
MARCH 4, 2020
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.
Up Your Service
JANUARY 22, 2018
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.
Up Your Service
APRIL 1, 2018
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.
Fonolo
FEBRUARY 20, 2020
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.
Verint
DECEMBER 20, 2017
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.
CX Journey
SEPTEMBER 1, 2015
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.
ClearAction
NOVEMBER 21, 2015
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.
ClearAction
AUGUST 21, 2016
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.
Verint
FEBRUARY 21, 2018
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.
Verint
APRIL 23, 2018
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!
Verint
MARCH 29, 2018
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.
Anexa BPO
NOVEMBER 6, 2022
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.
Up Your Service
MAY 21, 2018
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?
Up Your Service
MARCH 11, 2019
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.
Callminer
MAY 27, 2020
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.
JustCall
MARCH 7, 2023
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.
Fonolo
OCTOBER 26, 2022
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.
Customers That Stick
OCTOBER 2, 2014
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.
Up Your Service
MARCH 11, 2019
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.
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