Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. King County believes that government has an unfair advantage in employee engagement ! People development is key: One government organization had put in a big effort for learning and development platform.

Employee Engagement 40

Employee Engagement Engagement Government Leadership 40

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. As a result, they are rated the best place to work in the federal government. This means they manage to keep 12,588 employees happy. USPTO’s world-renowned Telework Program was not initially an engagement initiative.

Management 209

Management Employee Engagement Government Engagement 209

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Management ROI Policies 26

BlueOcean

OCTOBER 23, 2023

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Tools Employee Experience 34

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 48

Government Customer Experience Customer Journeys ROI 48

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Part one explains how Section 280 represents the opening of the next frontier in government customer experience.

Government 36

Government Resources Customer Experience Video 36

Qualtrics

MAY 6, 2019

You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Government officials use the feedback to help make decisions. federal government agencies that are collecting real-time website user feedback using Qualtrics.

Government 30

Government Feedback Entertainment Survey 30

Genroe

JUNE 25, 2015

By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. Share insights with customers and employees. In that governance structure we put a lot of emphasis on the Process Team.

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. The above statistics show key areas in which many government agencies have opportunities to improve, as well as lead. A Place to Start.

Government 40

Government Customer Service Self Service Customer Centricity 40

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 236

Government Omni-Channel Wait Times Software 236

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? What does their internal communication look like?

Customer Care 156

Customer Care Contact Center Comparison Government 156

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Data Policies Guidelines 22

ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. And that is where the most valuable insights lie.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ECXO

MAY 14, 2024

Employee Engagement: Engaged employees are more likely to convey genuine enthusiasm and care in their interactions with customers and partners. Investing in employee well-being and development is crucial.

B2C 52

B2C B2B Leadership Culture 52

CX Journey

MAY 29, 2018

At the same time, we talked about technology's impact on employee engagement and culture change. Just a few of the topics we hit on included: The power of using data to comply with governance and legal frameworks in relation to your customers' marketing and privacy needs. The concept of the "Enterprise Startup."

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. Win: Connected Government Act passes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Click here.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

CloudCherry

NOVEMBER 11, 2019

Her nominator, Kimberley Fridley calls her “the 2019 Mother Teresa”, and our judges add that, “Donna’s unique experience working at a government level entity and her willingness to give back to the community in a variety of ways, exemplifies the inner aptitude of individuals that live CX outside of work and just strive to be good human beings.”

Leadership 170

Leadership Consulting Video Government 170

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. It serves over 50,000 monthly site visitors and 300 state and local governments.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals? Again, think about what’s important to you.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

ChurnZero

JUNE 18, 2021

Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection. About Energage, LLC Headquartered in Exton, Pa.,

Government 98

Government Touchpoint Employee Engagement Software 98

Customer Bliss

JANUARY 25, 2019

Established an internal CX council and governance. These programs help keep the employees engaged and lets them know they’re making a difference. . Darin Byrne has been Vice President of Client Experience and Delivery at Wolters Kluwer since 2017, improving employee engagement and customer advocacy.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance. The Board of Directors failed to do that with which it is concerned. Ensuring that the right person/s are running the organisation.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Alida

DECEMBER 15, 2016

Government regulations and changing patient expectations are major drivers of this trend in the medical marketplace. Unfortunately, compared to other industries, health care lags in employee engagement. Compared to other industries, health care lags in employee engagement. Cosgrove explained.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Beyond Philosophy

MAY 25, 2016

Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. with the help of a federal mediator.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Industry 63

Industry Strategy Management Contact Center 63

Magellan Solutions

MARCH 7, 2021

Our tools give a full view of both customer and employee engagement. Government support. The government has been an integral part of the BPO success in the country. Even with AI, human agents still manage backend tasks. Both humans and bot work hand-in-hand in assisting customers with our services.

Omni-Channel 52

Omni-Channel Customer Service Government Call Center 52

West Monroe

OCTOBER 3, 2023

In the process, outsourcing can improve job satisfaction and engagement among existing employees by offloading rote tasks—or relieving elongated to-do lists—and creating new opportunities for workers to take on more strategic, higher-value responsibilities. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

CX Centric

MARCH 29, 2023

So this is about organizational transformation and governance. He then further goes on to define Employee Engagement as to how positively an employee is occupied or with or committed to the job. As governments got involved and started to do lockdowns. But last year, that power was taken away from them.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Russel Lolacher

MARCH 22, 2021

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. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc.

Customer Care 98

Customer Care Government Communication Engagement 98

Russel Lolacher

AUGUST 1, 2022

And I’m worried when it comes to definitions like that, because it’s all encompassing, it’s also very government t. And the challenges as we as we do this, and, and it won’t be done by one person, it won’t be done by one company, organization and government or one company. Russel Lolacher. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 98