Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee engagement 124

Employee engagement Government Personalization Technology 124

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. What These Changing Job Market Conditions Mean to You.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

OCTOBER 11, 2019

Laverty says the company is still evolving in 2019. One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We All the change has presented new challenges.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. Our analysis no paralysis approach.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

ShepHyken

OCTOBER 1, 2019

The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. Give your customers the ability to connect with you the way they want to, not the way you want them to. Learn more at Calabrio.com.

Self service 52

Self service Contact Center contact center solutions Employee engagement 52

Concentrix

MARCH 26, 2019

Innovations in Blending Human and Artificial Intelligence The National Innovation Awards (the Nationals) recognize business technology innovations and their impact on customer experience, employee engagement, operations performance, product creation and profitable growth.

Employee engagement 97

Employee engagement Technology Customer Experience 97

Etech GS

APRIL 16, 2019

In recent years, it’s become more widely known, understood and accepted that high employee engagement correlates to elevated customer satisfaction and gives a boost to many other signifiers of business success. While even more recent surveys show that employee engagement is on the rise , there’s still significant work to be done.

Employee engagement 56

Employee engagement Surveys Feedback Sales 56

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. Clifton, Jim & Harter, Jim (2019) It’s the Manager , pp. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. New 2019 research found that 84% of customers consider these factors equally when deciding whom to buy from. . Consumers today expect speedier access to services than ever before.

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

Customer Experience Matters

DECEMBER 18, 2018

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®.

Customer Experience 86

Customer Experience Management Employee engagement Marketing 86

ShepHyken

JUNE 25, 2021

She writes about how leaders can lead by example and model the change that they wish to see from their employees. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

Contact Center Pipeline

JULY 31, 2019

What will you remember about July 2019? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July.

Schedule adherence 197

Schedule adherence Employee engagement Contact Center Call Center 197

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Creative Virtual

DECEMBER 19, 2018

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. Organisations are coming to understand the benefits of providing better and easier support for employees.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. Our analysis no paralysis approach.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Think of what your employees need most to assist customers best, and then seek out solutions that will fulfill your company’s own specific set of needs. Don’t Overlook the Importance of Employee Engagement.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

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

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia. To learn more about us, visit intouchcx.com.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

CSM Magazine

APRIL 15, 2020

Companies today face the challenge of keeping top contact center talent, and employee engagement and resource planning have become key pillars in finding an optimal balance between happy employees and satisfied customers,” said Børge Astrup, CEO of Puzzel.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

Contact Center Pipeline

FEBRUARY 10, 2021

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review of the 2019 biopic movie about the life of Elton John, not coincidentally called “Rocket Man,” my apologies. The Rocket Man reference in this column dates back to my column in […].

Employee engagement 147

Employee engagement Contact Center Call Center Management 147

Contact Center Pipeline

JANUARY 7, 2021

A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs believe empathy is essential to their success. As you can see, there’s a big gap. Maybe you aren’t aware of how reliable this quality is. Can you recall a time when […].

Employee engagement 147

Employee engagement Contact Center Call Center 147

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

CX Journey

DECEMBER 11, 2018

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Mortimer J.

Employee engagement 60

Employee engagement Management Personalization Customer Experience 60

Advantage Communications

JANUARY 28, 2019

Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business.

Employee engagement 45

Employee engagement Contact Center Brand ambassadors outsourcing 45

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. The shift toward self-service solutions has been ongoing for years now and will certainly continue in 2019. Employee Engagement. The post What Does the Future Hold For 2019? Having the Right Tools.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

Creative Virtual

FEBRUARY 7, 2019

That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration.

Call Center 117

Call Center Technology Gamification Coaching 117

ProProfs Blog

JULY 19, 2019

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. Use the following tips when you plan your customer experience strategy: Invest in Employee Engagement: Employee engagement is one of the keys to unlocking exceptional customer experience.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

TechSee

APRIL 10, 2019

It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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

Branch Mesenger

JANUARY 24, 2019

From the highest rungs of the corporate ladder, the way a company thinks about how they treat their customers impacts not only their bottom line and revenues, but also their employees, engagement, and how long they’ll stick around. Today, there’s hundreds of ways for consumers to reach out for help.

Customer Service 48

Customer Service Chatbots CRM APIs 48

Russel Lolacher

FEBRUARY 23, 2021

For example, in a recent internal survey at the organization I work for, email was rated “most preferred” A 2019 internal communications survey from Ragan Communications and PoliteMail discovered 92% of organizations use email, with 68% of those respondents stating it’s the one they use the most. This matters.

Employee engagement 129

Employee engagement Surveys SaaS Personalization 129

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. Thank you to all our clients, partners and of course our employees for making 2018 a special year for Integrity Solutions. We look forward to serving the world with integrity even more in 2019.

Coaching 45

Coaching Sales Management Employee engagement 45