CX Global Media

JULY 11, 2019

From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. In this session we will explore methods of leadership communication that will enhance the morale and performance of your center’s workforce.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Accelerator

JULY 1, 2019

3 Steps to Inclusive CX Step One: Map the customer journey Hubspot offers customer journey map templates, instructions, and insight for CX professionals interested in customer journey mapping. The authors suggest the following structure for the journey map process: Set clear objectives for the map.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

CX Accelerator

APRIL 30, 2018

It sounds silly, but hitting that reset button together, as a united team, makes a huge impact on the psyche of the individuals and the morale of the group as a whole. Group “Deep Breath” - If there is a new product launch, a system malfunction, or any other highly stressful event taking place, have a group “deep breath”.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

ChurnZero

APRIL 1, 2022

One executive coach even named the nag inside her head to make it easier to talk back. “I Celebrating incremental progress not only keeps morale high, but it also helps people internalize success. Calling out negative thoughts and interrupting yourself helps anxiety from building. I decided to name my nag Angie,” says Sharon.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Balto

MARCH 17, 2025

Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Optimizing Customer Journeys Customer journey mapping combined with analytics reveals friction points that frustrate callers and drive up costs. Analytics alone wont transform your contact center.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

CX Journey

JANUARY 3, 2018

They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. Encourage collaboration and cross-functional teamwork – through journey mapping, action planning, design thinking, etc. – Try these.

Journey mapping 59

Journey mapping Government Morale Coaching 59

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98