PeopleMetrics

MAY 22, 2015

When faced with repetitive tasks, and no clear milestones, employees can feel like drones, lose excitement for their jobs, and worse still, might start thinking about exit strategies. Conversely, hitting marks can do wonders for employee engagement. This can help you create stronger CX strategies and avoid wasting energy.

Customer Experience 105

Customer Experience Employee engagement Analytics Customer Service 105

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Interaction Metrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope.

Employee engagement 48

Employee engagement Metrics Surveys Customer Service 48

Interaction Metrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope.

Employee engagement 48

Employee engagement Metrics Surveys Customer Experience 48

Vcaretec

JUNE 6, 2022

Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist. He is a Customer Experience & ATL 2013 Huff Post Top 100 Social. He has worked at Rolls-Royce/Bentley for 17 yrs.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ClearAction

DECEMBER 28, 2016

Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. Image purchased under license from Shutterstock.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. In a nutshell, what Kevin explains in the video is that by improving customer experience, a company improves its customer loyalty, increases customer retention, enhances employee engagement, and reduces the cost of service to the customer. I know you might wonder that the data is quite old.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your employee engagement strategies and measurement processes.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC.

Customer Experience 66

Customer Experience Government Engineering Finance 66

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

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

CSM Magazine

JULY 19, 2023

Paul Pearson, Head of Resource Planning at Ascensos commented, “Along with increased operational efficiencies, we have noticed dramatic improvements to employee engagement thanks to the flexibility of the Calabrio ONE solution. Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes.

Gamification 35

Gamification Employee engagement CRM Best practices 35

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Netomi

JANUARY 5, 2022

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. ” By 2013, her book eBay For Dummies was one of the best sellers on the topic. Currently, Stacy works at Schindler Elevator Corporation as Director of Customer Experience and Employee Engagement.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

JULY 26, 2016

I think Kerry Bodine said it well in her 2013 Harvard Business Review article : Everyone talks about customer experience innovation, but no one knows quite what it is or how to attain it. Encourage efficiency, simplicity, and killing old rules and making new ones. A few years ago, I wrote about the Culture of Curiosity.

Customer Experience 43

Customer Experience Employee engagement Marketing Customer Service 43

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. The journey has been fantastic since then.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Livepro

JULY 17, 2018

He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. Luke was also awarded Victorian Contact Centre Manager of the year 2013.

Transportation 40

Transportation Government Multichannel Consulting 40

teleopti

DECEMBER 13, 2018

Unemployment has also been sharply declining for European Union nations since 2013. These individuals have built trust in your company and will be more receptive to offers that provide greater value and higher revenue. Pending labor shortages. United States unemployment dropped to 3.7 percent in September 2018.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Russel Lolacher

JANUARY 30, 2022

And there came up this Harvard Business Review article from 2013. Now this is going back to 2013. So back in the 2013 article, he said to him, it’s all about context, and culture and the history of that relationship. So I did a little bit of looking at some articles around yelling at work.

Personalization 52

Personalization Employee engagement Surveys Accountability 52

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership.

Customer Service 67

Customer Service Metrics Call Center Banking 67

The Petrova Experience

JULY 16, 2020

She founded Dreyfus Advisors in 2013 and guides her clients’ marketing strategies, customer experience design and new product development across industries experiencing digital disruption. She can be reached at rachel@dreyfusadvisorsllc.com.

Consulting 40

Consulting Consulting Personalization Surveys 40

Fonolo

NOVEMBER 17, 2020

Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176