Beyond Philosophy

MARCH 2, 2018

as part of the government. They are designed to define the limits of what employers can monitor employees. I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Workplace privacy laws have been enacted at a state level throughout the U.S.

Government 253

Government Employee engagement Customer Experience Consulting 253

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology.

CCNG 195

CCNG Technology Employee engagement Government 195

Contact Center Pipeline

JULY 11, 2019

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.

Government 145

Government Management Customer Service Employee engagement 145

Genroe

JUNE 25, 2015

By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. Share insights with customers and employees. In that governance structure we put a lot of emphasis on the Process Team.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

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

ClearAction

APRIL 3, 2015

CX governance structure: what does the company need, according to the organization and customers? Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. Customer Experience Governance: Do This, Not That.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Contact Center Pipeline

MARCH 24, 2016

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of shared commitment to “Being Greater, Faster.”

Feedback 100

Feedback Employee engagement Government Surveys 100

Call Center Weekly

NOVEMBER 13, 2017

Provide meaningful feedback One of the best ways to keep employees engaged is through feedback. And that is what engagement all about. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. It makes sense to include them!

Entertainment 159

Entertainment Contact Center Feedback Government 159

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.

Coaching 152

Coaching Government Scripts Employee engagement 152

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. With 90% of employees within the first year of service at FBC, the organization needed to understand both the employees’ sentiments and improve FBC’s opportunities.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Acquire BPO

MAY 18, 2021

The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. The initiatives aim to drive collaboration with the government to ensure policies and labor guidelines are relevant and aligned to the industry’s dynamic business environment.

contact center associations 98

contact center associations Government Employee engagement Contact Center 98

ShepHyken

MAY 1, 2020

The 2020 Edelman Trust Barometer showed employees trust their employer over media, government and other sources by a significant margin. Employer communication is the most credible source of information during times like this. People are overwhelmed by information overload.

Government 248

Government Consulting Consulting Personalization 248

Creative Virtual

JANUARY 28, 2020

Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40

Call Center Weekly

MARCH 9, 2018

Consider facilities, open social networks, employee engagement, subject matter experts available, supportive leaders, and supportive learning technologies. Having one helps move training from hit or miss efforts with new hires to an effective approach for all employees.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Call Center Weekly

DECEMBER 1, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. This teachable moment was the result of a breakfast sandwich, and oversleeping! Who would have thought? I have led or consulted contact centers of various sizes across numerous industries.

Government 143

Government Contact Center Consulting Consulting 143

ChurnZero

JUNE 18, 2021

Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

Fonolo

APRIL 1, 2021

He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003. She also discussed the importance of employee engagement, especially for remote workers. Check him out at RyanAdvisory.com.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ClearAction

JUNE 8, 2015

Employee Engagement: Living Your Brand Promise. Customer Experience Governance: Do This, Not That. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards. Shared Vision is Essential for Customer Experience Strategy. 4 Customer Centric Culture Building Blocks.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Call Center Weekly

OCTOBER 17, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. If not, you'll find that you are pulling the cart before the horse. That's a discussion for another time. I have led or consulted contact centers of various sizes across numerous industries.

Government 136

Government Contact Center Consulting Consulting 136

Call Center Weekly

OCTOBER 30, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. As such, it is perfect when dealing with time constraints and budgetary concerns. I have led or consulted contact centers of various sizes across numerous industries.

Government 240

Government Contact Center Consulting Consulting 240

Call Center Weekly

OCTOBER 25, 2018

I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. When they see you are eager to hear their opinions, it will only cause them to do better going forward. I have led or consulted contact centers of various sizes across numerous industries.

Customer Service 136

Customer Service Government Feedback Contact Center 136

Up Your Service

JUNE 16, 2015

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. And with phone number portability between telcos assured by government regulators, each upgrade to a new mobile device puts a customer’s loyalty to the telco at risk.

Telecommunications 88

Telecommunications Calibration Government Scripts 88

ClearAction

MAY 31, 2015

Customer Experience Governance: Do This, Not That. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards. Related articles: 4 Customer Centric Culture Building Blocks. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customer Experience Improvement is a Team Sport.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Outsource Consultants

MARCH 27, 2024

Studies even show that companies with strong female leadership have higher employee engagement and retention. ESG stands for Environmental, Social, and Governance. Increased Government Support and Opportunities for U.S. companies considering outsourcing to women-owned call centers: the government is on your side!

Call Center 67

Call Center Government outsourcing call center workforce 67

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Click here.

Employee engagement 75

Employee engagement Government Self service Analytics 75

Call Center Weekly

APRIL 27, 2018

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. In fact, this is what managers should be doing. So, go onward, " Strive for Five " ! I have led or consulted contact centers of various sizes across numerous industries.

Government 120

Government Metrics Call Center Contact Center 120

Customer Guru

MARCH 1, 2018

Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training. How are employees engaged and mobilized towards delivering customer experience? Metrics: Is there a metrics framework set up to measure customer experience?

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Taylor Reach Group

JANUARY 21, 2019

Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention. While The Taylor Reach Group, Inc.,

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

ProProfs Blog

JULY 20, 2021

Organizations worldwide conduct regular employee satisfaction surveys on a quarterly, semi-annual, monthly, or annual basis. The importance of employee satisfaction surveys ranges from measuring employee engagement to predicting organizational growth prospects. Measure Employee Satisfaction and Engagement.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Acquire BPO

MAY 18, 2021

The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. The initiatives aim to drive collaboration with the government to ensure policies and labor guidelines are relevant and aligned to the industry’s dynamic business environment.

contact center associations 52

contact center associations Government Employee engagement Contact Center 52

Russel Lolacher

AUGUST 1, 2022

And I’m worried when it comes to definitions like that, because it’s all encompassing, it’s also very government t. And the challenges as we as we do this, and, and it won’t be done by one person, it won’t be done by one company, organization and government or one company. Russel Lolacher. Russel Lolacher.

Government 98

Government Personalization Education Employee engagement 98

Taylor Reach Group

MARCH 13, 2018

Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor. “Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. About The Taylor Reach Group, Inc.,

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through Data Governance. “In

Customer Experience 66

Customer Experience Government Engineering Finance 66

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Management 63

Management Government Call flow Scripts 63