Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Culture Engagement 89

Customer Bliss

MARCH 21, 2019

I encourage you to watch the full interview below, as Horst, who’s been deemed “corporate hotelier of the world“ by HOTELS Magazine, shares wisdom that transcends hotel management and can be employed by CX practitioners in any establishment where customers are being served.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Bold360

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Qualtrics

JUNE 24, 2021

Over the past 15 months, organizations have learned that remote work — and the flexibility that comes with it — has become a fundamental part of the employee experience. The new employee experience will be a blend of flexibility and structure. The new employee experience will look different for every worker.

Employee Experience 40

Employee Experience Employee Engagement Study Communication 40

delighted

MAY 1, 2024

By asking new hires about their early experiences at your organization, you can discover ways to improve the onboarding process, helping them adjust to their roles quickly and increasing the likelihood of staying with your company long-term. What happens if you don’t prioritize the new employee experience?

Survey 65

Survey Policies Tips Employee Engagement 65

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Metrics 62

Metrics Management Effort Score ROI 62

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

Qualtrics

APRIL 16, 2020

Organizational disruptions and change always create uncertainty among employees, managers, and senior leaders alike. In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). This might seem like a no-brainer. Get Started.

Employee Experience 45

Employee Experience Culture Policies Trends 45

CX Accelerator

JANUARY 11, 2021

Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Bill Quiseng

DECEMBER 6, 2023

Do not take for granted the immense impact a concerned, vital group of employees can do to enhance the image and success of your business. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees. The best managers are passionate about what they do. It’s poor policy.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Company 26

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. What Is Real-Time Data Monitoring In Workforce Management?

Data 54

Data Management Contact Center Abandon Rate 54

Uniphore

DECEMBER 6, 2021

According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%. Further, 33% of help desk staff are not happy about the support they offer, requiring management action to prevent inefficiencies and attrition. For more details, review our privacy policy.

Policies 130

Policies Employee Experience Communication Industry 130

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. The post 7 Ways Modern Knowledge Management Helps Slash Operational Costs appeared first on eGain. How do you go about doing it?

Self Service 52

Self Service Management Contact Center Average Handle Time 52

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

CX Accelerator

JANUARY 11, 2021

Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ClearAction

JANUARY 8, 2024

Anything you do that bothers employees or partners costs you! Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. Support Functions ) Reduce or remove policies and processes that stand in the way of maximizing value to customers and minimizing waste. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Bliss

MARCH 23, 2022

For example, the expense policy is: “Act in Netflix’s best interest.” Instead of HR policies, Netflix focuses on hiring people who do not require the oversight that most rules are created for. Relying on people to use logic and common sense, Netflix does not have a formal vacation policy or annual reviews.

Case Study 139

Case Study Culture Study Company 139

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Maru Group

JANUARY 31, 2023

The results also indicate the top-rated items for increasing satisfaction are pay increases, professional development opportunities, and better relationships with immediate managers. Although closely related, it’s important to distinguish between a satisfied employee and an engaged employee. Good result? Not really. Here’s why.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

SurveySparrow

NOVEMBER 9, 2020

The global human resource management market is expected to reach USD 38.17 Yes, that’s the popularity of HR tools and HR management software among modern millennial users. From recruiting, onboarding process to taking feedback, HR management software automates everything! billion by 2027.

Software 59

Software Tools Management Employee Engagement 59

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Yes, by prevention of issues.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. They stated that policies, processes, and procedures need to change!

Strategy 52

Strategy Financial Leadership Apparel 52

SurveySparrow

NOVEMBER 11, 2021

Empower your management. Write a flexible work policy. Create great employee experiences. I would encourage employees to go have what I would call a job-crafting conversation with their manager and say I love this 60%, this 40% not so much, what can we do?” Empower your management. Adopt automation.

How To 52

How To Policies Roadmap Employee Experience 52

SurveySparrow

NOVEMBER 11, 2021

Empower your management. Write a flexible work policy. Create great employee experiences. I would encourage employees to go have what I would call a job-crafting conversation with their manager and say I love this 60%, this 40% not so much, what can we do?” Empower your management. Adopt automation.

How To 52

How To Policies Roadmap Employee Experience 52

Lumoa

NOVEMBER 17, 2022

Clear and concise delivery and returns policies. Offering a Personalized Experience. Companies must gather real-time data to keep up with ever-changing customer needs,” says Jesse Galanis, Content Manager at Switching2Mac. Training Employees to Improve CX. Website speed tests. Multiple customer support options.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here! Is that acceptable to you?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. Analyse your leadership regarding each team and employee journey, and ask yourself, “what is your role in their experience, participation, engagement and results?”

B2B 98

B2B Customer Experience Roadmap Culture 98

CSM Magazine

FEBRUARY 7, 2023

Yet despite almost half of business leaders citing employee experience as their top priority for 2023 – we’re still seeing three quarters of employers struggling to fill the empty spaces in their team. Why have expectations changed? It would be impossible to talk about the changes in recent years without mentioning the pandemic.

Policies 64

Policies Healthcare Culture Financial 64

ImprintCX Articles

NOVEMBER 27, 2023

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. That’s the magic of employee satisfaction. agree regarding the efficiency of organizational culture in providing employee satisfaction.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ReviewTrackers

AUGUST 4, 2017

Thanks to the rise of websites like Glassdoor and Indeed.com, more and more employees are making their voices heard. They’re rating their interview and employee experiences. As an employer, you can gain extremely valuable insights about your organization through candid and actionable employee feedback.

Feedback 50

Feedback Management Leadership Culture 50