GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey. Guides

Employee Engagement 195

Employee Engagement Survey Engagement How To 195

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey. Guides

Employee Engagement 195

Employee Engagement Survey Engagement How To 195

Alida

JUNE 14, 2021

An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Customer Experience Employee Experience Brand Experience

Employee Engagement 130

Employee Engagement Engagement Metrics Customer Satisfaction 130

Alida

JUNE 21, 2021

To say employee engagement has fallen to the back burner for a lot of organizations is an understatement. Customer Experience Employee Experience

Employee Engagement 130

Employee Engagement Engagement Employee Experience Customer Experience 130

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How To

Experience Matters

NOVEMBER 2, 2016

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.

Employee Engagement 233

Employee Engagement Engagement Resources Survey 233

Experience Matters

NOVEMBER 17, 2014

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset. Customer experience Employee Engagement

Employee Engagement 254

Employee Engagement Video Engagement Resources 254

Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Employee Engagement 185

Employee Engagement Employee Experience Engagement Trends 185

Experience Matters

JUNE 28, 2017

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Employee Engagement 169

Employee Engagement Engagement Groups Customer Centricity 169

Experience Matters

MAY 24, 2017

This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […]. CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee Engagement

Employee Engagement 136

Employee Engagement Video Engagement Groups 136

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Metrics

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

Employee Engagement 140

Employee Engagement Report Engagement Survey 140

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. The most common obstacle to success identified by respondents is the lack of a clear employee engagement strategy.

Employee Engagement 203

Employee Engagement Report Engagement Groups 203

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

Employee Engagement 227

Employee Engagement Engagement Consulting Loyalty 227

Experience Matters

MAY 24, 2017

This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee Engagement

Employee Engagement 120

Employee Engagement Video Engagement Groups 120

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Engagement

delighted

JUNE 22, 2021

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work.

Employee Engagement 56

Employee Engagement Engagement Net Promoter Score Measurement 56

Customercount

NOVEMBER 23, 2020

Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount.

Employee Engagement 52

Employee Engagement Employee Experience Engagement Leadership 52

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.

Employee Engagement 216

Employee Engagement Study Report Engagement 216

MaritzCX

OCTOBER 22, 2019

Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further. View Article. General

Employee Engagement 200

Employee Engagement Engagement Customer Experience Customers 200

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Contact Center

Russel Lolacher

MARCH 22, 2021

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement.

Employee Engagement 70

Employee Engagement Engagement Government Culture 70

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.

Employee Engagement 77

Employee Engagement Engagement Banking Tips 77

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

Employee Engagement 146

Employee Engagement Report Engagement Groups 146

Experience Matters

NOVEMBER 2, 2016

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.

Employee Engagement 139

Employee Engagement Engagement Resources Survey 139

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.

Engagement

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. employees. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research TrendsThis is the fifth year that we’ve published the benchmark of U.S.

Employee Engagement 146

Employee Engagement Study Report Engagement 146

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. employees. Take a look at our Employee Engagement Resource Page). Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture Customer experience Employee Engagement Temkin Group Research TrendsThis is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016.

Employee Engagement 129

Employee Engagement Study Report Engagement 129

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 129

Employee Engagement Report Engagement Groups 129

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? So my team and I embarked on a mission to exhume the real nuts and bolts of engagement. focuses employees at all levels on the customer, and 3.

Employee Engagement 175

Employee Engagement Engagement Case Study Strategy 175

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Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Contact Center

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? James and I had a long conversation about a book he will be publishing in 2018 – entitled, ‘Put Your Customers Second’, he will be telling a story that makes a compelling case for ensuring that you do right by your employees first, so that they in turn are able to delight your customers. What do I mean by the ‘right employees’?

Employee Engagement 171

Employee Engagement Engagement Customer Centricity Culture 171

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. In times like these, you may have an employee iceberg too! There's only 1 thing you can do to find out how your employees are doing and that's.

Employee Engagement 80

Employee Engagement Measurement Engagement Customer Experience 80

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Kristina Evey

DECEMBER 18, 2018

Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey

Employee Engagement 171

Employee Engagement Engagement 171

Speaker: Jim Rembach, Editor in Chief, CX Global Media

Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. Join Jim Rembach, Editor in Chief of CX Global Media, and learn how to seamlessly weave great technology with happy, empowered contact center agents.

Contact Center

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

Employee Engagement 83

Employee Engagement Engagement Survey Government 83