Beyond Morale

DECEMBER 31, 2011

Just like in my personal life, when I have strong relationships at work, I am more grateful and appreciative. I want to share something personal with you. It has changed my life professionally…and personally. In addition, you may register for a complimentary webinar on employee engagement and leadership development.

Employee engagement 54

Employee engagement Personalization Surveys Accountability 54

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday by Gregg Lederman This is Gregg Lederman's third book. In other words, quick reads but packed full of good stuff.)

Employee engagement 60

Employee engagement Management Personalization Customer Experience 60

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

Talkdesk

SEPTEMBER 8, 2015

Lucas reviews the “Five I’s of Employee Engagement:” Inform, Inspire, Instruct, Involve, Incent. Employee engagement success requires a shift from narrowly focused, occasional actions to a sustained commitment to living the Five I’s across the entire organization every day. Source: 2012 Global Customer Service Barometer.

call center software 45

call center software Employee engagement Customer centricity Call Center 45

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Amity

AUGUST 5, 2016

In that role, I’m responsible for ensuring that we’re delivering value to our customers, making sure they see the results of their recognition programs, and the value of their employee engagement efforts through our partnership. How did you get started in Customer Success and what was your path into your current role?

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

ProProfs Blog

MAY 6, 2020

B2B companies with e-commerce personalization will outsell by 30% of their competitors that are not providing a personalized experience. (Source: Lumoa ) Tweet this. Another customer experience statistic that helps you know why personalization is the key to customer success. Customer Experience & Engagement Statistics.

Customer Experience 99

Customer Experience B2B B2C Sales 99

The Petrova Experience

DECEMBER 14, 2021

A blunder that would never have happened if Better.com had a return to office plan that defined how and when Leadership should use video communications tools in lieu of in-person conversations. The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. It is also good for business.

Real estate 40

Real estate Journey mapping Employee engagement Personalization 40

Russel Lolacher

JANUARY 30, 2022

Again, I know I plugged this a few episodes in but privately publicly love I’m feeling I even had one person just privately have a moment and kind of explain their own horrible experiences at work. But for that person to stand up, walk out of their office, and to put on that kind of performance yelling at this individual.

Personalization 52

Personalization Employee engagement Surveys Accountability 52

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. 5 job satisfaction rating on average).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. B2B organizations that offer e-commerce personalization record 30% more sales as compared to their competitors who don’t provide such an experience. Current customer interactions are 85% AI-powered.

Customer Experience 10

Customer Experience B2B Advertising B2C 10