employee-experience-connections 
Team Support
MARCH 20, 2020
For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.
Experience Matters
MARCH 10, 2020
Companies will use Experience Management (XM) to stay better connected with customers and employees during a recession. The post Tap Into XM To Navigate A Recession appeared first on Experience Matters.
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Steve DiGioia
MARCH 9, 2020
What steps do you take to enhance the user experience? If that happens, you’re robbing your customer of an enhanced experience and one that you’re well prepared to offer. Every business has an obligation to reevaluate its procedures to enhance the customer experience. But first, let’s reevaluate your policies and procedures.
Calabrio
MARCH 24, 2020
Make Technology Your Friend, But Humanize Experiences. Our employees are working in uncertain times and they need more than just tools to do their jobs. They need to feel connected as human beings. Create New Connection Points. Refocus Employee Purpose & Rethink Customer Collaboration.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Customer Bliss
MARCH 25, 2020
Addressing Employee Welfare Through Your Business Decisions. Today, I want to talk to you about addressing something that’s important, which is our employees, not only their welfare in terms of their homes and their safety, but their financial welfare as well. Number two, bring your people together to brainstorm.
TechSee
MARCH 5, 2020
Managers will often focus on improving employee productivity to keep customers happy and costs down. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Employee engagement. What do these metrics have in common?
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. Brands that connect with customers on a personal, emotional level will be more successful than others. 6 Ways to Make Your Employees More Human.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
What steps occur before they are connected with an agent? Throughout the course of the pandemic we have seen a dramatic shift in customer experience. More than ever, organizations are implementing digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
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