ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job.

Employee Experience 71

Employee Experience Strategy Exercises Government 71

InMoment XI

APRIL 19, 2022

Tool #1: Leverage Company Mental Health Resources. Over the course of the COVID-19 pandemic, companies realized that they needed to provide mental health resources (such as tele-therapy) for their employees as they navigated “unprecedented times.” What is employee commitment? Tool #3: Plan for Moments That Matter.

Resources 493

Resources Exercises Tools Culture 493

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. Follow up with employees, too!

Contact Center 486

Contact Center Self Service How To Call Center 486

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

BlueOcean

MAY 14, 2018

And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner. Got questions?

Contact Center 214

Contact Center Resources Guidelines Culture 214

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? So, where is employee experience headed?

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Doing CX Right

SEPTEMBER 19, 2021

Listen to Dan Naiman, Senior Director of Human Resources at Pfiser, share a human-centric approach to employee & customer experience. The post How To Bring The Human Back In Human Resources appeared first on Doing CX Right.

Resources 97

Resources How To Customer Experience Employee Experience 97

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

InMoment XI

MARCH 23, 2022

Additionally, when the pundits pushing this idea actually care to delve deeper, they insist that the challenges and perspectives brought about by the pandemic caused many employees to reconsider their positions, hence the current job market churn. ” A More Progressive Employee Experience Concept.

Brands 493

Brands Policies Employee Engagement Employee Experience 493

Zeisler Consulting

APRIL 27, 2021

I once had an experience with a consulting organization (I won’t name names) that is in my business and was interested in expanding their pool of consultants. It’d have meant work for me, and more resources for them: win/win.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

One Millimeter Mindset

SEPTEMBER 15, 2020

Who is your internal go-to resource or resources? For that matter, are you considered your colleagues’ internal go-to resource? Mutually developing networks of internal go-to resources who target making a difference is a mission-critical strategy for cross-functional leadership. Don’t know? Has this ever happened to you?

Resources 86

Resources Leadership Innovation Tools 86

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Employee Experience. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. Resource: 6 Sources of Customer Understanding by CXpert.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

MyCustomer

AUGUST 24, 2021

Thank you for downloading our resource. Download this report to find out more on examining the link between empathy and employee experience. Internal or External. Disable T&Cs requirement. Email intro text. Empathy has never been a more important topic.

Employee Experience 52

Employee Experience Customer Experience Report Resources 52

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

Customer Bliss

OCTOBER 24, 2019

Foster Good Employee Experience. If you want happy customers, you need happy employees. Understand that your people, your team, is your biggest asset. Do your due diligence in fostering proper communication and engagement internally.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

CX Journey

JANUARY 15, 2016

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.

Employee Experience 80

Employee Experience Employee Engagement Leadership Engagement 80

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 529

Company B2C Employee Experience Culture 529

BlueOcean

APRIL 5, 2016

That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. But big picture success for both client and contact center relies on employee engagement and retention of successful, striving agents who are committed to their client brand. Productivity Should Be a Common Goal.

Call Center 120

Call Center Employee Experience Contact Center Employee Engagement 120

Experience Investigators by 360Connext

DECEMBER 15, 2023

An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Absolutely.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

Oracle

NOVEMBER 18, 2019

Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. The post 5 Things Millennials Crave in Their Employee Experience appeared first on SmarterCX.

Employee Experience 80

Employee Experience Study Management Leadership 80

InMoment XI

JANUARY 18, 2022

But keeping up with quickly evolving employee and customer expectations is easier said than done. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Magellan Solutions

SEPTEMBER 28, 2022

When to Outsource Human Resources? Have you ever wondered if most successful businesses outsource human resources (HR)? . WHY OUTSOURCE HUMAN RESOURCES TASKS? Sometimes, human resources outsourcing companies can also give advice to business owners. Below are some reasons why businesses choose to outsource human resources.

Resources 40

Resources Insurance Training Call Center 40

SurveySparrow

DECEMBER 5, 2020

Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Employee Engagement Survey Culture 52

InMoment XI

FEBRUARY 8, 2024

This is done by allocating resources more effectively. This training will help employees feel comfortable in their positions and achieve constant success. Focus on Employee Experiences Second, work to improve the employee experience. This reflects a commitment to resolving issues promptly and efficiently.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Bold360

FEBRUARY 26, 2020

So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work. Self-help can take many forms: knowledge bases of documents written by staff and supplemented by other resources (wikis, original videos, third party videos on YouTube, etc., links to solution provider websites, etc.),

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

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

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. One of his recent podcasts with the CEO from Avaya digs into the role of employee experience—a topic we believe should always be top of mind as the contact center evolves. After all, happy employees create happy customers.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Employee experience is now headline news and while the growing consensus from all stakeholders is encouraging, it puts leaders that own employee experience (EX) in the spotlight.

Employee Experience 49

Employee Experience Measurement Interaction Survey 49

InMoment XI

MAY 23, 2023

The Board Directors have shown their support and CwC manifests in many different forms from a regular podcast to learning and development resources, an audio library of customer calls and customer feedback videos. As a CX leader, you need to ensure the whole business is aware that every decision affects the customers’ experience.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

BlueOcean

OCTOBER 4, 2022

If the future of customer experience is on your mind, read on for a few more bite-sized perspectives. 4x Growth with Better Employee Experience. Anne Bibb, founder and CEO of Remote Evolution , says the companies who invest in the employee experience realize growth four times faster than those that don’t.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

Qualtrics

JULY 27, 2021

Here’s what respondents said about their changing needs and priorities, including their desires for non-monetary benefits including flexibility, help with child care, leadership opportunities for women, remote work options, and mental health resources. 59% of employees say working from home would improve their mental health.

Leadership 55

Leadership Resources Course Employee Experience 55

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Related: [Free Resource] CX Mission Statement Workbook. Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32