InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Value is created by satisfied, loyal, and productive employees. Leadership and Loyalty.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

Press 1 For Nick

JANUARY 13, 2021

However, over 43 percent of companies don’t have a work from home policy. Granted, not every industry can operate from home, but for those companies who can and have not adopted the option, a comprehensive WFH policy will likely be built into their future business continuity plan. NOW MORE THAN EVER, TECHNOLOGY IS VITALLY IMPORTANT.

Connections 52

Connections How To Policies Communication 52

VDS

JULY 22, 2020

However, over 43 percent of companies don’t have a work from home policy. Granted, not every industry can operate from home, but for those companies who can and have not adopted the option, a comprehensive WFH policy will likely be built into their future business continuity plan. NOW MORE THAN EVER, TECHNOLOGY IS VITALLY IMPORTANT.

Connections 52

Connections How To Contact Center Policies 52

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

Maru Group

JANUARY 31, 2023

Only measuring an employee’s satisfaction is only getting half the picture. Measuring attributes – such as understanding, connection, and recommendation - provides true insight into your employees’ genuine wants and needs and their level of engagement. A great employee experience will shape a great customer experience.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

Customer Bliss

MAY 7, 2019

You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. Why not let policy and the golden rule collide? Both customer and employee experiences would improve. Both customer and employee experiences would improve.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Lumoa

NOVEMBER 17, 2022

Clear and concise delivery and returns policies. Offering a Personalized Experience. Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. . Training Employees to Improve CX. Website speed tests. Multiple customer support options.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Forrester's Customer Insights

AUGUST 18, 2021

For individuals it’s the key to maintaining connection with family and friends. For employees it’s the basis for communication, collaboration and productivity. Technology is central to nearly every aspect of our lives. Never more so than in the post-COVID world we’re all stumbling towards.

Policies 39

Policies Connections Communication Technology 39

ECXO

MARCH 21, 2023

This requires employee preparation–to be knowledgeable and trained to handle customer inquiries and complaints efficiently. In the end, everything is connected. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. It is a process and will not happen in one day.

B2B 98

B2B Customer Experience Roadmap Culture 98

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. ” For many, working from home without these connections can feel like… work. Here’s where upskilling your current employees becomes essential for both employee retention, and long-term organizational growth. The policy was short.

How To 52

How To Policies Roadmap Culture 52

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. ” For many, working from home without these connections can feel like… work. Here’s where upskilling your current employees become essential for both employee retention and long-term organizational growth. The policy was short.

How To 52

How To Policies Roadmap Culture 52

Talkdesk

JUNE 8, 2020

An agent’s experience with your organization begins long before they start answering calls and resolving customer demands. Most definitions of employee experience include several stages that usually begin with attraction and recruitment. These definitions have one thing in common: the importance of onboarding.

Contact Center 85

Contact Center Policies Employee Experience Connections 85

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Thou shalt put employees more first. Question everything.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

Culture 100

Culture Employee Experience Study Policies 100

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

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? It’s a CXM system connected with business results.

Leadership 62

Leadership Touchpoint Course Employee Experience 62

UJET

MARCH 24, 2020

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. While using home WiFi is preferred, it can be unstable, in which case agents should use a wired internet connection.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

UJET

MARCH 24, 2020

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. While using home WiFi is preferred, it can be unstable, in which case agents should use a wired internet connection.

Tips 72

Tips Guidelines Contact Center Software Contact Center 72

Russel Lolacher

MARCH 20, 2023

Connect with, and learn more about, Lauren on her platforms: Instagram LinkedIn Her Website LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS What consent culture actually is. What’s your best or worst employee experience, Lauren? Lauren Appio Hi, Russel, how you doing today?

Culture 98

Culture Policies Employee Experience Course 98

Think Customers

MARCH 28, 2022

Make sure gig workers understand how their performance will be measured and policies that they’re expected to abide by, even though they’re setting their own hours. Learn from companies that have been hit with lawsuits from workers for unfair and dishonest tipping policies and clearly communicate terms.

How To 105

How To Policies Tips Contact Center 105

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences. Wanting to know more?

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. 2022 just might be The Year of the Contact Center Employee. Employee Experience. Several workforce trends are driving the need to focus on the employee experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

CloudCherry

DECEMBER 1, 2018

Much of this success comes from Nymeo’s dedication to member experience. “We We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes,” says Jennifer Stillrich, Member Experience Manager. “We Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

inmoment

APRIL 7, 2020

Whether it’s a fear of getting sick or wondering if they’ll still have a job next month, many employees are experiencing existential stress over the pandemic and its resulting policies. Brands may not be able to resolve all of the issues causing this anxiety, but they can make employees feel cared for and listened to.

Engagement 52

Engagement How To Policies Brands 52

Playvox

JULY 31, 2023

The term “employee experience” embodies many aspects of how an employee interacts with their job. While the actual work the employee performs has a significant impact, whether employees have the necessary tools to excel is just as important. EX And Job Satisfaction Poor scheduling can ruin the employee experience.

Self Service 85

Self Service Management Contact Center ROI 85

Natalie Petouhof

AUGUST 15, 2022

The online shoe store exemplifies a culture unencumbered by policies but instead empowered to act in customers’ best interests. Tony Hsieh, who helped launch the business in 1999, garnered fame for his avant-garde vision, which veered away from policy making. The post “Empathy in Action”?

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Maru Group

SEPTEMBER 3, 2020

While some homeworkers are content and feel capable working from home, there was an underlying emotion of a commoditised experience that felt out of their control. There are feelings of disengagement and a lack of employee commitment. Keep me connected. Connect with me. Am I at home working or working from home?

Employee Engagement 52

Employee Engagement Engagement Policies Connections 52

Strativity

DECEMBER 12, 2019

Taking it one step further, in 2020 more companies will return the show of trust to their customers by loosening certain policies. The cost of policing these policies is not worth the few times they will be abused (e.g. Many companies will continue to invest in user-experience design to ensure customers feel connected to the screen. .

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. It just might look different.

Engagement 75

Engagement How To Employee Engagement Hospitality 75

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

Employees talk to one another because they haven’t heard directly, emphatically and honestly from their managers. These cultural miscommunications have a negative impact on the employee experience AND the customer experience. 3 Internal Misconceptions that Hurt Customer Experience. Misconception #3.

How To 143

How To Culture Communication Customer Centricity 143

CX University

SEPTEMBER 18, 2018

They each have unique approaches to the conundrum of being a great employer, and yet, the point of commonality between them is quite simple: they have all found a way to link employee experience with value production. At the same time, in an industry like banking, this core competency has become a competitive advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Playvox

MAY 11, 2023

When there is total confidence in the team, it is easier for agents to work from anywhere they like — provided it meets the requirements of your remote work policy. It is true that there are various factors that make an employee more engaged and connected with their company — and that can have a big impact on your bottom line.

Management 89

Management Contact Center Culture Engagement 89

CloudCherry

NOVEMBER 9, 2018

Much of this success comes from Nymeo’s dedication to member experience. “We We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes,” says Jennifer Stillrich, Member Experience Manager. “We Conclusion.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150