CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ijgolding

JANUARY 28, 2018

Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience. What do I mean by the ‘right employees’? The post Understanding the Employer Journey — The Employee Engagement Loop appeared first on I J Golding.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Second to None

OCTOBER 19, 2020

Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Employee Satisfaction vs. Employee Engagement. An even stronger signal?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CSM Magazine

DECEMBER 15, 2022

It’s time to include ongoing education in organisational goals and workplace culture on a personal level. A company that prioritises learning as part of its employee engagement strategy benefits the business environment and its workforce. Employee engagement is significantly affected by the time of competence.

Employee Engagement 52

Employee Engagement Engagement Culture Training 52

The DiJulius Group

APRIL 14, 2021

Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. The post Want Stronger Employee Engagement? Engage Their Families appeared first on The DiJulius Group. He says, “I asked one of my. Read Full Article.

Employee Engagement 115

Employee Engagement Engagement Banking Tips 115

SurveySensum

AUGUST 25, 2023

This dynamic relationship, often influenced by a CSAT platform , can significantly shape the outcome So today, let’s look at the human side of strategy: How does employee engagement impact customer satisfaction , and how can you benefit from this interaction? We’re all unique, and employees are no different.

Employee Engagement 52

Employee Engagement Customer Satisfaction Engagement Loyalty 52

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

InMoment XI

AUGUST 17, 2023

Train and enable agents to better understand and empathise with customers’ feelings. Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Step #2: Store Experience.

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

InMoment XI

JULY 18, 2022

In food services, operations managers are typically concerned with hiring and training employees, coordinating work and schedules, developing working relationships with front and back of house staff, and more. Another example of how to rally employees around the customer experience is by using a solution like Moments.

Feedback 492

Feedback Culture eBook Training 492

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

Daniel Group

MARCH 28, 2019

To ensure employees are equipped to provide an outstanding customer experience, companies must adequately train their employees in the technical aspects of their jobs as well as sharpen their people skills to drive engagement. Proper training provides employees with the confidence they need to engage customers.

Employee Engagement 40

Employee Engagement Training Engagement Touchpoint 40

ShepHyken

AUGUST 14, 2023

When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. Onboarding processes that quickly integrate new employees into the company culture are essential.

Training 62

Training Customer Experience Marketing Brands 62

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? See Figure 2. How do we know?

Call Center 98

Call Center Gamification Contact Center Training 98

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

InMoment XI

DECEMBER 16, 2021

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition. He hit the mark with that statement.

Company 260

Company Communication Culture Employee Experience 260

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. What Walmart and Google Show Us About Employee Engagement. Take Walmart as an example.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

NobelBiz

MAY 12, 2022

Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved. What does company culture have to do with growing your business and reaping success?

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

Customer Enthusiast

FEBRUARY 16, 2023

A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by the organization’s guiding statements and core values.

Culture 62

Culture Employee Engagement Training Leadership 62

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. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

Wired and Dangerous

OCTOBER 30, 2014

and abroad since my book’s publication, including company leaders who use the books in management development training. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy. These challenges are not insurmountable.

Employee Engagement 127

Employee Engagement Engagement How To Communication 127

Talkdesk

MAY 6, 2019

Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out. What’s in it for me?”

Employee Engagement 84

Employee Engagement Tips Engagement Contact Center 84

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Training 88

Training Sales Strategy Study 88

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Employee engagement: Employees are empowered to deliver a positive customer experience. What’s holding organizations back?

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

COPC

JANUARY 15, 2024

But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.   Every part of the employee experience matters, yet new hire onboarding  is an especially critical period. Training must be continuous.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

InMoment XI

NOVEMBER 30, 2023

Employee Training: Train employees to be brand ambassadors. Employee Engagement Your employees are integral to your brand’s reputation. A positive internal culture translates into positive external perceptions. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

How To 493

How To Feedback Strategy Customer Centricity 493

Alliance by IFS

SEPTEMBER 8, 2014

Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies?

Employee Engagement 82

Employee Engagement Engagement Competitive Advantage Social Media 82