Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Call Center Weekly

OCTOBER 30, 2017

By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available. Understanding how your staff prefers training, will aid in the success of your development program.

Government 240

Government Contact Center Consulting Consulting 240

CSM Magazine

OCTOBER 16, 2023

his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency. This article delves into the core services these consultancies provide and why they’re becoming an indispensable asset for modern businesses.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

Call Design

AUGUST 25, 2021

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. Here are some reasons why companies worldwide are choosing to invest in gamification and incorporating them into their training and development programs: Encourages Ongoing Development.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

CCNG

JUNE 26, 2024

Empower Your Staff : Allow front-line employees the autonomy to make decisions that anticipate customer needs. Empowered employees are more engaged and better able to innovate ways to anticipate customer needs. Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback.

CCNG 195

CCNG Feedback Employee engagement Consulting 195

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc.,

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 28, 2016

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Employee engagement 232

Employee engagement Surveys Consulting Consulting 232

Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. Train them a lot more than you do now. Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. Training can include new skills, new certifications, or new concepts.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Integrity Solutions

SEPTEMBER 18, 2024

With a more holistic, consultative approach to their banking sales strategies, banking professionals will be better able to uncover opportunities to gather additional deposits, cross-sell products like cash management, fraud prevention services, wealth management, and private banking and provide value-added services beyond just lending.

Banking 83

Banking Sales Employee engagement Consulting 83

Talkdesk

OCTOBER 29, 2018

You do your best to ensure that your products and processes meet customer needs but, when it comes to your call center agents, ensuring that you’re hiring and training for the right skills can be difficult.

Employee engagement 77

Employee engagement Call Center Consulting Consulting 77

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

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

JustCall

NOVEMBER 16, 2022

Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions. Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times.

Call Center 52

Call Center Consulting Consulting Education 52

Beyond Philosophy

JANUARY 24, 2018

Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior. Employee experience has evolved, but not quickly enough.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

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. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. this week announced the addition of Patricia Ballantyne to the globally recognized consulting firm.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. However, in reality, employees were not anymore.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 220

Customer Service Airlines Employee engagement Morale 220

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Fonolo

JULY 4, 2019

Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. In training CS representatives, it’s crucial to help them understand a) what they are doing; and b) why they doing the job. This is why consulting is so important.

Best practices 83

Best practices Customer Service Brand ambassadors Call Center 83

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

CX Global Media

OCTOBER 10, 2018

By participating in this training with Penny, you’ll be best prepared to turn frontline leadership development into your strength. What Penny will cover in this free training seminar…. Identifying the best learning approaches to address supervisory training needs. The best practices for selecting frontline leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

DMG Consulting

NOVEMBER 6, 2024

AQM solutions can assess agent soft skills and knowledge gaps and recommend coaching and/or training sessions, frequently scheduling and delivering the content directly to the agent. When GenAI is supported by an appropriately trained, curated, and maintained large language model (LLM), transcription accuracy undergoes ongoing improvement.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Take time to listen before investing time or effort in evolving channels, quality, or training programs. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Taylor Reach Group

JANUARY 17, 2020

And with attrition rates highest at the start of the year –80 percent in some centers – now is the time to make employee engagement a focal point for the overall health of your contact center operations. Revitalize your contact center training program.

Contact Center 111

Contact Center Employee engagement Consulting Consulting 111

Taylor Reach Group

JUNE 12, 2020

I met the new classes to help them begin to understand our culture, the importance of their jobs, our open-door policy, the growth opportunities and the need to focus on their training. I did it like a seating chart, so as I pictured the training room later, I knew who was in each seat. Just CLICK HERE to schedule a free consultation.

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

Beyond Philosophy

NOVEMBER 12, 2015

Monty Python’s Flying Circus demonstrates what not to do as a Customer-Facing employee: ( Be warned: there are some insensitivities references to gender orientation in here). While you can train your employees how to respond to rude employees, there isn’t that much you can do about the Customers. https://youtu.be/CvqYDjyQSvE.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. Professional development frequently involves additional training and/or exposure. The challenges in this stage are employee engagement and retention.

Banking 223

Banking Enterprise Consulting Consulting 223

COPC

APRIL 1, 2024

Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically. Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality. This method offers a more personalized and adaptable training experience.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

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

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Our customer experience consultancy recognizes that employee attitudes are a key component of a successful customer experience. How Not to Engage Employees: Telecoms Lead the Way Again.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280