Call Center Weekly

DECEMBER 20, 2017

She is a Corporate Trainer & Leader specializing in customer service, customer experience, contact centers, employee engagement & workplace culture. Lauren was recently named one of ICMI’s Top 50 Thought Leaders of 2017. Lauren Lomb has a passion for people and life! Follow the leader: LinkedIn | Twitter.

Employee engagement 136

Employee engagement Contact Center Customer Experience Customer Service 136

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . My Comment: Happier employees mean happier customers. To me, that’s what “delight” is about.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

ProProfs Blog

JULY 19, 2019

For example, the instance in 2017, where four passengers had to be forcibly removed from a flight to accommodate staff members. Tyler Bridges (@Tyler_Bridges) April 9, 2017. If 2017 doesn’t jog your memory enough, there are instances from 2019 itself that show just how the opinion of one person can affect a brand.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Customer centricity 150

Customer centricity Enterprise Employee engagement Consulting 150

Andrew Mcfarland

SEPTEMBER 30, 2019

During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Then I noted that the list stopped in July 2017. What message does this 2+ year gap send to current.

Employee engagement 48

Employee engagement 48

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). Top 10 WOW Customer Service Stories From 2017.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

Contact Center Pipeline

JULY 11, 2019

In August 2017, […]. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management.

Government 145

Government Management Customer Service Employee engagement 145

Provide Support

APRIL 17, 2018

© 2003 - 2017 Provide Support LLC. The post Why empathy is a key to employee engagement appeared first on Live Chat, Customer Service Blog | Provide Support. Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared! (.). Read more. Published in Provide Support Blog , 2018.

Employee engagement 40

Employee engagement Customer Service 40

Provide Support

APRIL 17, 2018

© 2003 - 2017 Provide Support LLC. The post Why empathy is a key to employee engagement appeared first on Live Chat, Customer Service Blog | Provide Support. Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared! (.). Read more. Published in Provide Support Blog , 2018.

Employee engagement 40

Employee engagement Customer Service 40

Taylor Reach Group

AUGUST 29, 2017

With that, here are some of the events taking place in September, 2017 (in chronological order) with direct links to each event: Contact Center for Utilities Operational Excellence Conference – 5th annual – September 12 -14. Enriching CX through continuous Improvement and Engaging Technology. Engage 360 – 2017 – September 25-28.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

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

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Let me help you understand where I am coming from.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. 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

Provide Support

JUNE 6, 2017

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers. Read more.

Customer Service 65

Customer Service Airlines Employee engagement Best practices 65

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Teresa Allen

MARCH 7, 2017

​ ​ What does this mean for you as you plan your strategy for 2017? Realize that customer engagement in linked to employee engagement. Invest in your employees and they will invest in your success! This will build your success and your profits in 2017 and beyond! Here are 5 Steps to Take: 1.

Customer Service 101

Customer Service Employee engagement Surveys Marketing 101

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

TechSee

APRIL 16, 2019

Developing SMEs from within an organization helps create new career paths for agents, enhances employee engagement and ultimately boosts retention. When agents are empowered, they become invested in every customer interaction. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

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

Provide Support

APRIL 20, 2017

A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. © 2003 - 2017 Provide Support LLC. Read more.

Employee engagement 53

Employee engagement Management Customer Service 53

Customer Guru

MARCH 1, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Branch Mesenger

JANUARY 4, 2018

Now that the scheduling system have been taken from paper to app, employees have streamlined their schedule shifting digitally on their mobile devices. And, it’s improving the store operations and even the level of employee engagement. Read: A Branch Customer Story - McDonald's. Sharing the Branch Story.

Healthcare 48

Healthcare Banking Enterprise Finance 48

ProProfs Blog

JANUARY 17, 2020

In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao, was forcibly deboarded from a flight. . Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Fonolo

JANUARY 31, 2022

Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Customer Guru

MARCH 1, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The global cloud-based contact center market is expected to grow from (what was) USD 6.80 That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

FEBRUARY 24, 2019

In fact, in its Q3 2017 survey of members, the National Association of Call Centers reported that 46 percent of contact centers would add headcount in 2018 in the form of replacement agents. Are you feeling any flu-like symptoms?

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Customer Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer.

Benchmark 144

Benchmark Personalization Employee engagement Customer Experience 144

CX Journey

JANUARY 9, 2018

I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business.

Employee engagement 0

Employee engagement Consulting Consulting Feedback 0

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. So, each is party to employee engagement.

Employee engagement 52

Employee engagement Feedback Coaching Customer Experience 52

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. 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? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. Leaders are Trained, Not Born.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

Teresa Allen

MARCH 7, 2017

​ ​ What does this mean for you as you plan your strategy for 2017? Realize that customer engagement in linked to employee engagement. Invest in your employees and they will invest in your success! This will build your success and your profits in 2017 and beyond! Here are 5 Steps to Take: 1.

Customer Service 62

Customer Service Employee engagement Surveys Marketing 62

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper).

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper).

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Provide Support

APRIL 3, 2018

As a customer service manager, it’s your ability to drive both customer satisfaction, and employee engagement, that defines your own success. The bottom-line is that you can’t have delighted customers with disengaged, or even disgruntled employees. © 2003 - 2017 Provide Support LLC. That’s where you need to start. (.).

Customer Service 51

Customer Service Management Employee engagement Customer Experience 51