employee-experience-call-center 
Totango
JANUARY 15, 2019
It’s called customer-centricity, and it starts with creating a visual and centralized customer information that every member of your team can access. As such, it’s important that actionable and results-driven data is available even to employees outside of your customer-facing team. 4 Thank Your Customers. You might also like.
Customer Bliss
JANUARY 15, 2019
It’s the glue that unites a team and enables everyone to look beyond their individual tasks to delivering an experience that customers want to have again. Clarity of purpose unites behaviors and actions inside an organization to deliver meaningful experiences. Your Clarity of Purpose will Elevate Employees’ Work.
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ShepHyken
JANUARY 15, 2019
They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue… He gives advice on how to create an amazing customer experience. What drives customer loyalty?
Myra Golden
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. I told a friend about my poor dining experience, and he said, “Bad table-waiting is just as bad as trying to listen to great music on broken speakers.
Speaker: Vicki Brackett, Author and COO of Sinousia
The most important asset of any call center are the employees. To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. Understand what motivates your employees and capitalize on it. This can be hard to do.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. Employee/employer relationship insights to increase engagement.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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