Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Iq Food Co. does not take cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

AUGUST 2, 2017

Millennials are also the least engaged generation at work. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. Space is limited, so please click here to learn more and register today.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

ShepHyken

AUGUST 4, 2016

Whether your internal culture is noticeably skewed or it’s simply time for a routine check-up, collecting employee engagement measurements starts you off on the path of improvements. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

Contact Center Pipeline

SEPTEMBER 6, 2016

Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Provide Support

JULY 5, 2016

Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. Read more.

Employee engagement 48

Employee engagement Service level Customer Experience Customer Service 48

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Contact Center 100

Contact Center Technology Employee engagement Call Center 100

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. Impact: Stock losses, negative press, fines, lawsuits, and severely damaged customer relationships are possible.

Airlines 209

Airlines Morale Benchmark Marketing 209

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Is this strategy on-target or off-target?

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Employee engagement 43

Employee engagement Best practices Consulting Consulting 43

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Andrew Mcfarland

FEBRUARY 2, 2016

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

Employee engagement 59

Employee engagement Customer Experience 59

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? A strong employee experience means a strong customer experience. References: [1] Deloitte, 2017 [2] Morgan, 2016 [3] Qualtrics.

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

Taylor Reach Group

MARCH 20, 2020

Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. They invest in training and development and give employees opportunities to grow with the company instead of having to leave to find growth. And with employee surveys , Marriott can measure their employee engagement to see how it impacts business.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. times as many engaged employees as compared to those in customer experience laggards.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Jive

AUGUST 9, 2018

If an AI chatbots can take even 25% of the incoming inquiries, that will significantly lower the stress level of your employees. #2. Improves Employee Engagement. Save employees from work-related ennui! Boredom from monotony is antithetical to employee engagement. . — Dave Campbell, Retail Touch Points.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

SharpenCX

JULY 14, 2020

According to a 2016 study, 74% of call center agents were at risk for burnout. Satisfied and engaged employees benefit your customers’ experience and your company. Read up on the bottom-line benefits of employee engagement. From Bullying to Burnout. And that was before the pandemic.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. How do you do that?

Gamification 74

Gamification Employee engagement Call Center Morale 74

ijgolding

OCTOBER 3, 2016

Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy. Enough customer personas have been created by businesses to launch a new country!

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. How to Create a Highly Engaged Workforce – Start at the Beginning. To create a highly engaged workforce, we need to start at the beginning. By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Profitability. What’s the largest single influence on all of these things in your business?

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

JustCall

JUNE 11, 2024

JustCall Workspace is more than your average employee engagement platform. JustCall was founded in 2016 and is backed by leading venture capitalists, including Peak XV, Base 10 Partners, and Eight Roads Ventures. For those wondering what to use next, say hello to JustCall Workspace, a team collaboration hub.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! I originally wrote today's post for Clicktools.

Customer Experience 61

Customer Experience Journey mapping Employee engagement Feedback 61

Voiance

FEBRUARY 12, 2019

In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. and the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Jeff is the president of Toister Performance Solutions, Inc.

Customer Service 63

Customer Service Management Employee engagement 63

Customer Interactions

MARCH 16, 2016

David [PRdaily.com], on three main ways PR and marketing pros can improve CX; Two great articles on employee engagement, the first on how to get your employees to share you content on LinkedIn by Chris Raulf [Socialmediaexaminer.com], According to Jordi Torras [CMO.com], you need to help your customers help themselves.

Marketing 33

Marketing Employee engagement Customer Support 33

ijgolding

SEPTEMBER 30, 2014

At this rate, Neil will need to hire Wembley Stadium to host the awards by 2016! UK Customer Experience Award for Employee Engagement – Taking the Lead. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever. The awards are evolving at the same rate as the world around us.

Customer Experience 102

Customer Experience Transportation Government B2B 102

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

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

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

ijgolding

NOVEMBER 17, 2016

Read about The Service Profit Chain and work with your company’s Human Resources team to align incentives, improve employee engagement, and make job descriptions/hiring criteria/induction training more customer-centric. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

VHT

OCTOBER 18, 2018

Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 times as many engaged employees as others.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60