Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 91

Sales Coaching Calibration B2B 91

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. When I ask workshop participants what they think the issue might be, the most popular response is: fear of failure. It’s also why, in the absence of the appropriate mindset, coaching and support, this culture of more can backfire.

Sales 78

Sales Coaching Personalization Morale 78

Integrity Solutions

NOVEMBER 19, 2018

In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Give me a purpose, a coach, and develop my skills.”.

Coaching 77

Coaching Sales Feedback Surveys 77

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Provide Coaching and Training Opportunities Investing in continuous training not only enhances the skills of agents but also boosts their confidence and job satisfaction. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Sophie AI takes that to another level.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Integrating new language, tools and processes with current programs and systems will only happen when leaders lead, coach, explain, promote, and insist.

Education 61

Education Coaching Best practices Employee engagement 61

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Offer opportunities for additional training, workshops, and certifications to enhance their expertise. 3- Clear Performance Metrics. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

CSM Magazine

SEPTEMBER 13, 2024

Regular training helps employees stay updated with the latest trends and tools. Employee Engagement and Satisfaction : Training programs show employees that their employer is invested in their growth. This recognition fosters a positive work environment, leading to higher job satisfaction and engagement.

Morale 52

Morale Metrics Feedback Coaching 52

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JUNE 16, 2021

It shapes employee engagement and retention , it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics ( 74% of call center agents are at risk of burnout and there’s an average turnover rate as high as 30-45% ) employee retention should be top of mind.

Call Center 67

Call Center Education Coaching Construction 67

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. Set Clear Expectations. Ongoing Training for Your Team.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Russel Lolacher

MAY 1, 2023

A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. She’s a certified life coach, a wellness counselor and facilitator who specializes in recognizing bullying. I took courses, and I did workshops, and I read books, and I listen to podcasts, and I watch YouTube videos.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. They should not be just handing over a training file.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Journey mapping 49

Journey mapping Customer Experience Airlines Surveys 49

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Russel Lolacher

MARCH 20, 2023

Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade. Lauren Appio Oh, my gosh.

Coaching 98

Coaching Personalization Consulting Consulting 98

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And here’s why she is awesome. She’s a speaker, she’s a YouTube video creator. Anytime you like.

Personalization 98

Personalization Coaching Education Marketing 98

JustCall

DECEMBER 1, 2022

It is essential to offer professional growth opportunities to employees to empower them to stay loyal and engaged and pursue greater success within your company rather than looking elsewhere. Offer free workshops and seminars to improve work habits and improve skills. Provide Regular Feedback And Coaching.

Call Center 52

Call Center Management Agent burnout Scripts 52

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Higher employee engagement: Using the right call center software can improve communication between employees and managers.

call center workforce 52

call center workforce Call Center Management Gamification 52

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

Russel Lolacher

JUNE 13, 2022

But I’ve also been in rooms where we’re talking about busting silos, and I’ll never forget this, we were doing a workshop about it. I love the fact you’re talking about curiosity and humility, being such a driver for change. And there was an IT guy, I don’t want to pick on it. But it was off in the corner.

Coaching 59

Coaching Engineering Personalization Feedback 59

Interaction Metrics

APRIL 10, 2025

They’re commonly used at events, workshops, or training sessions to capture feedback from survey respondents on-site. They reveal whether reps solved the problem effectively and help you discover areas for coaching. When you act on their feedback, you can boost retention, engagement, and morale along the way.

Surveys 48

Surveys Feedback Metrics Healthcare 48

CX Global Media

NOVEMBER 22, 2018

I’ve learned a ton : I’ve learned from so many experts and practitioners in so many important areas like leadership, customer experience, contact centers, employee engagement, marketing, social media, Emotional Intelligence, business transformation, strategy, culture, human development and more.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Integrity Solutions

DECEMBER 21, 2020

If anything, 2020 reinforced our core values and beliefs as a company: That people will rise to the occasion when they have the right support, insights, inner drive and tools to do so. Out of those client discussions came some pretty exciting new developments on our end.

Sales 66

Sales Consulting Consulting Personalization 66

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. How can that help employee engagement? Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45