Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. Improving engagement was a […].

Contact Center 110

Contact Center Employee engagement Management 110

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience. You can read my column here!

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

ShepHyken

MARCH 23, 2018

Impact: Employees with an emotional connection to their work are more productive. Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers.

Airlines 212

Airlines Morale Benchmark Marketing 212

Beyond Philosophy

NOVEMBER 14, 2017

Southwest well understands that guiding purpose, vision, mission, and values at most organizations are little more than words and concepts typically pushed by the CEO and HR or injected by employee engagement consultants. 4 Ways to Optimize the Lifetime Value of Customers in 2018. Top 5 Most Impactful Call Center Trends.

Airlines 218

Airlines Consulting Consulting Enterprise 218

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

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Influitive

OCTOBER 4, 2018

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year.

Customer advocacy 66

Customer advocacy Employee engagement B2B Personalization 66

Customer Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Customer Experience 60

Customer Experience Customer centricity Employee engagement Metrics 60

CX Global Media

NOVEMBER 19, 2018

According to the 2018 “Annual Learning & Development Benchmarking” report from Toward Maturity, organizations are in a dire position. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement . FREE Training – How to Build a Contact Center Dream Team.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Engineering 74

Engineering Metrics Employee engagement Technology 74

ShepHyken

AUGUST 17, 2018

Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. Read Shep’s latest Forbes Articles: Five Ways To Create Rockstar Employee Engagement. It directly translates into the level of product knowledge your support team has. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Call Center Weekly

NOVEMBER 1, 2018

A believer that 2018 communication means knowing how to get the markets attention through thumb stopping content, audience development and storytelling, she executes sales and marketing strategies in the catering, special event, cruise shipping and pharmaceutical space.

B2B 185

B2B Coaching Sales Marketing 185

Customer Experience Matters

FEBRUARY 28, 2019

.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.”

Feedback 88

Feedback Employee engagement Benchmark Customer Experience 88

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Provide Support

APRIL 17, 2018

Published in Provide Support Blog , 2018. 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. © 2003 - 2017 Provide Support LLC.

Employee engagement 40

Employee engagement Customer Service 40

Provide Support

APRIL 17, 2018

Published in Provide Support Blog , 2018. 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. © 2003 - 2017 Provide Support LLC.

Employee engagement 40

Employee engagement Customer Service 40

Merchants

SEPTEMBER 26, 2018

Thanks to new digital capabilities, better analytics and the cloud, 2018 continues on its trajectory to place the customer experience (CX) at the heart of the organisation. We know a great customer experience is shown to grow loyalty, revenue and employee engagement.

Business Process Outsourcing 45

Business Process Outsourcing outsourcing Employee engagement Analytics 45

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

ProProfs Blog

JANUARY 30, 2020

If you invest in customer engagement strategies, you’ll like to see your customers spending more on your services. and will increase to 47.3% – this was estimated for 2018! Consumer Engagement & Experience. In 2018, 46.5 Employee engagement and customer experience go hand-in-hand.

B2B 204

B2B Banking Employee engagement Personalization 204

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Customer Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

B2C 48

B2C B2B Customer Experience Best practices 48

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. They keep employees engaged and productive . And over the last few years, we’ve watched the team over at Centricity completely transform the way they work.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

Andrew Mcfarland

FEBRUARY 2, 2018

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 61

Employee engagement 61

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. While some people have a natural ability towards leadership, all people need continuous development in leadership.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. Our most-read blog of 2018 was this one by Joyce Hames. As 2018 comes to a close we reflect back on a great year and look optimistically at the year to come.

Coaching 45

Coaching Sales Management Employee engagement 45

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement.

Automotive 41

Automotive Management Enterprise B2B 41

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum.

Best practices 40

Best practices Banking Coaching Employee engagement 40

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) I outlined how each contributes.

Employee engagement 37

Employee engagement Metrics Customer Experience Customer Service 37

Fonolo

APRIL 1, 2021

Analyst at SoftwareAdvice.com since 2018, where she is responsible for producing detailed surveys, thought-leadership articles, and detailed analysis of project management and small business technology strategy. She also discussed the importance of employee engagement, especially for remote workers. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation.

Transportation 40

Transportation Government Multichannel Consulting 40

CX Global Media

JULY 17, 2018

So, if there’s not an ample supply of employees to fill supervisor roles and most supervisors are ineffective, and agents leave because of their relationship with their supervisor, this vicious cycle tells us very clearly that the lack of (or ineffective) skill development of the frontline supervisor is the root cause of this problem.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Branch Mesenger

JANUARY 2, 2019

As 2018 comes to a close, we want to look back and share some of our favorite stories from Branch. How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Branch Mesenger

JANUARY 2, 2019

As 2018 comes to a close, we want to look back and share some of our favorite stories from Branch. How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

SharpenCX

SEPTEMBER 8, 2021

But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team. We originally published this post on March 30, 2018, and we updated it for new insight on September 9, 2021. Guaranteed.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128