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. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

ProProfs Blog

JANUARY 17, 2020

It is also crucial that you send surveys post-purchases too. Takeaway: “Do a thorough review and, if possible, make it a collaborative exercise. But, in this exercise, it’s crucial to ensure no employee feels demoralized. Takeaway: “Create a template for a post-recovery survey. ” #3.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Satrix Solutions

FEBRUARY 22, 2018

Employee engagement and loyalty are vital to any business’ success. But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. Establish clear goals and objectives for your employee survey.

Surveys 60

Surveys Feedback Employee engagement Management 60

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

Employee engagement 108

Employee engagement call center software Morale Consulting 108

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

delighted

MAY 26, 2023

Asking open-ended questions in your survey uncovers in-depth insights from respondents in their own words. While close-ended questions also provide valuable information, asking both question types in your survey gives you the data and context to make larger business decisions, act on immediate solutions, and plan long-term goals.

Surveys 90

Surveys Feedback Best practices Marketing 90

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Fonolo

JUNE 15, 2021

Additionally, they are likely to find workplace challenges a fun exercise, proactively seeking solutions in order to learn, grow, and support their fellow staff. 5 Important Strategies for Agent Engagement in 2021. Why does call center agent engagement matter? Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Ask each person to write down a brief definition of each one.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Comm100

JANUARY 25, 2018

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged. Who Will You Be Surveying? 21% higher productivity.

Surveys 43

Surveys Feedback Morale Employee engagement 43

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

aircall

JANUARY 5, 2022

According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. Take employee engagement seriously. Employee engagement can sometimes be difficult to measure, but more organizations are paying attention to it than ever before.

Employee engagement 62

Employee engagement Benchmark Surveys Education 62

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. How else could your organization go about establishing a clear line of sight between employee behavior and customer experience? One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Lumoa

APRIL 24, 2018

Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. The “system” helps you gain understanding and take action on the number (the result of the survey). Treat NPS as part of a greater whole. linkedin Why?

Consulting 126

Consulting Consulting Metrics Feedback 126

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Training was cited by remote agents surveyed for the research as a key success factor, but it must be well-designed and delivered effectively.

Contact Center 77

Contact Center Gamification Surveys Management 77

ClearAction

NOVEMBER 14, 2022

Find out employee’s intrinsic motivators: “Intrinsic” comes from within (values, purpose, capabilities, enjoyment, etc.), Craft your surveys and engagement efforts in accordance with JTBD and intrinsic motivators. Show employees at every level how their decisions and handoffs affect others.

Government 71

Government Enterprise Surveys Personalization 71

Russel Lolacher

JANUARY 4, 2021

That’s not to say you shouldn’t have a strategy with milestones and check-ins along the way, it’s just that it’s not a regular project management exercise. Surveys – conduct a brief survey that includes examples of desired outcomes and behaviours so you can get feedback on if your culture is changing.

Government 83

Government Surveys Coaching Personalization 83

Etech GS

APRIL 1, 2019

Don’t make the employees nervous. To get your employees engaged, you need to explain why you are carrying out monitoring. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Customer satisfaction surveys often tell the real picture.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Do you really want to give exactly the same survey to the CEO as you would to the user of what you’re selling?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

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 Surveys Airlines 49

Calltools

FEBRUARY 3, 2021

Simple role-playing exercises can fill this need. Allow your customers to give this feedback after every call through a brief survey. Establish online surveys as well. Employee Engagement. Engagement helps connect your employees to your brand. However, customer feedback may provide these insights.

Call Center 52

Call Center Sales Morale Technical Support 52

Integrity Solutions

JUNE 29, 2018

Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. Whether it’s coaching salespeople or getting sufficient exercise, there are always things that we tell ourselves that hinder our performance.

Sales 43

Sales Coaching Management Morale 43

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. What does theatre looks like as an engagement tool in the workplace.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Verint

SEPTEMBER 7, 2017

Applying survey data and individual customer feedback to the map, we clearly identified two key areas in which we could improve CX: 1) Guest arrival and registration. We took steps to streamline the registration process, which also served as the focus in our employee engagement plans. Be creative to keep employees engaged.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

Russel Lolacher

APRIL 24, 2023

So that whole experience is one where, you know, the leader, and it happened to be me at the time, exercise their responsibility as a coach, but did it in a way that was caring and sharing? Especially considering you were there for so long, and you had such a high employee engagement rate. But we get to January 2021.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Russel Lolacher

SEPTEMBER 20, 2022

Because we see it enough on the posters, we see it enough at the promises of an onboarding, exercise. If you do your employee voice survey, we do those quarterly. And that’s, that’s something to write home about when you’ve been working as long as I have. Russel Lolacher. Amber Naslund.

Marketing 111

Marketing Employee engagement Feedback Banking 111

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I think it might be interesting to me, talking about employee engagement a little bit. Nate: Yeah, I agree. Tony: Wonderful.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Russel Lolacher

JANUARY 8, 2022

What is plain language do you feel is the role in employee engagement? How is plain language, a part of that employee engagement workplace culture sphere? Also, simply because it’s a muscle you exercise all the time, and you know, why you care about it, how to care about and how to participate.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Russel Lolacher

MAY 8, 2022

And that’s a different thing altogether, then that’s a great exercise for all of us, right? And we would have we have, you know, surveys and focus groups to try to get to the bottom of what is the root cause of this? But I think what you’re also talking about is those who really set an intention.

Consulting 52

Consulting Consulting Personalization Contact Center 52

Momentum Telecom

DECEMBER 21, 2020

A consider able number of office workers – as many as 75 percent, according to one recent survey – are looking forward to going back. The year did reveal, however, an important takeawa y : A solid business continuity plan is no longer simply a hypothetical exercise. . Not exactly. .

Entertainment 98

Entertainment Education Technology Employee engagement 98

Comm100

MAY 21, 2019

So when Jenny opens her session with a short breathing exercise, it’s a wonderfully welcome moment of calm in a sea of conference madness. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results. increase in survey responses by following these tips. Great tips from @ndytg who saw a 3.7x

Contact Center 63

Contact Center Surveys Best practices Metrics 63