Genroe

JUNE 25, 2015

For example: if you are going to introduce a transactional feedback survey and attach a front line person’s name to that survey, it doesn’t take much empathy to know that those people are going to worry about how that feedback is going to be shared and actioned. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

ShepHyken

MAY 1, 2020

The 2020 Edelman Trust Barometer showed employees trust their employer over media, government and other sources by a significant margin. Demonstrate your concern for your employees, their very real fears and anxieties, not only professionally and economically, but socially and personally. Be Exceedingly Human.

Government 248

Government Consulting Consulting Personalization 248

Call Center Weekly

NOVEMBER 13, 2017

Provide meaningful feedback One of the best ways to keep employees engaged is through feedback. Benefits of feedback: Increases self-awareness Provides a balanced view Leverages Strengths Uncovers Blind spots Develops skills Once feedback is incorporated, reinforce it by rewarding employees. Make it personal!

Entertainment 159

Entertainment Contact Center Feedback Government 159

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

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. Tough question.

Coaching 152

Coaching Government Scripts Employee engagement 152

COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

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

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

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

OCTOBER 17, 2017

By Sean Hawkins Employee development is very important to me. As a leader, it is my obligation to create a culture that aids in the personal and professional growth of my staff. Whenever I am asked how to implement an employee development program, my answer is always the same, “begin at the beginning”!

Government 136

Government Contact Center Consulting Consulting 136

Call Center Weekly

OCTOBER 30, 2017

Experts suggest we learn in a variety of ways: Visual Aural (auditory-musical) Verbal Physical Logical Social Solitary These alternatives training opportunities may be appealing to those who do not do well in a formal setting, thus making the learning and development process more personal!

Government 240

Government Contact Center Consulting Consulting 240

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. ChurnZero is headquartered in Washington, D.C. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

Fonolo

APRIL 1, 2021

This new dynamic could potentially benefit employee satisfaction in the contact center. Personality types and profiles are very important. He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

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. Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. This has only helped us grow in engagement with our community.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

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

Call Center Weekly

APRIL 27, 2018

Personally, this is one of my favorite parts of the job as I enjoy innovation and creativity. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. At this point, we can breathe a sigh of relief and repeat the cycle all over again. So, go onward, " Strive for Five " !

Government 120

Government Metrics Call Center Contact Center 120

Russel Lolacher

AUGUST 1, 2022

But it’s important because it’s, it’s much broader than the average person understands disability. Because this is the social sort of this is based on a social model of disability, where the person isn’t the problem. I think it’s really important to personalize… personalize it as much as possible.

Government 98

Government Personalization Education Employee engagement 98

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Employee Engagement: Employees are aligned with the goals of the organization. Learn from the best.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

Russel Lolacher

JUNE 29, 2021

So when sharing your Social Media Day announcement to those employees in your government organization, include some of the following. How is the time, resources and cost of a social media group (even if it’s one person) justified? Those benefits? – awareness building, opportunity defining, and relationship creating.

Education 98

Education Government Metrics Customer Care 98

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

Russel Lolacher

JANUARY 4, 2021

I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. What are the key leadership competencies needed to enable digital transformation in government? Understand your audience – What matters to them?

Government 83

Government Surveys Coaching Personalization 83

Branch Mesenger

JANUARY 31, 2019

Nearly a month into the recent government shutdown and after missing her second paycheck, times were pretty tough for furloughed employee, Sigrid Layne. The Government shutdown has brought the story of America’s paycheck-to-paycheck economy into a much wider light. She had $1.06 in her bank account. "It's

Banking 74

Banking Government Transportation Healthcare 74

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 79

Customer centricity Coaching Employee engagement Metrics 79

Noble Systems

JUNE 2, 2020

Improve Employee Engagement – Considering that agent wages account for 60-70% of a contact center’s costs, keeping agents motivated and productive through improved training, motivation tools, schedule flexibility and work location options is becoming invaluable to a growing number of organizations.

Call Center 80

Call Center Management Contact Center First call resolution 80

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Employee Engagement: Employees are aligned with the goals of the organization. Learn from the best. "

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Russel Lolacher

OCTOBER 16, 2022

The trial and error of time management personalization. And you can hear some of his expertise and Huffington Post, CBC Radio, LinkedIn learning, and he’s a good friend of this particular person right here and someone that I well, I have a quite high regard of… Mike, right? Where to start when you want to address overwhelm.

Time management 98

Time management Management Government Personalization 98

BlueOcean

OCTOBER 23, 2023

What’s your maximum class training size for in-person training? Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? However, coaching agents in the hybrid world looks vastly different than in-person.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. JTBD are the ultimate outcomes a person seeks through their relationship with your brand. This is NOT the same as job roles and responsibilities!

Government 71

Government Enterprise Surveys Personalization 71

Natalie Petouhof

APRIL 7, 2016

Customer experience should not be governed by a department or fiefdom business model. Deploy a Solution to Create Integrated, Personalized, Seamless Customer Experiences that Generate Customer Loyalty. Align incentives to support self-service and digital customer experience initiatives by the customer’s journey.

Self service 53

Self service Journey mapping Average Handle Time Government 53

BlueOcean

SEPTEMBER 10, 2024

What’s your maximum class training size for in-person training? Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 62

Contact Center outsourcing Employee engagement Average Handle Time 62

BlueOcean

OCTOBER 14, 2024

What’s your maximum class training size for in-person training? Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 62

Contact Center outsourcing Employee engagement Education 62

BlueOcean

SEPTEMBER 10, 2024

What’s your maximum class training size for in-person training? Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 62

Contact Center outsourcing Employee engagement Average Handle Time 62

Russel Lolacher

JUNE 5, 2022

So first question, we’re talking about technology, employee engagement with technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? So think some very old, very old, early personal computers, not mainframe wasn’t Bill Gates level.

Technology 93

Technology Employee engagement Personalization Customer Support 93

Customer Guru

MARCH 7, 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 60

Customer centricity Coaching Employee engagement Consulting 60

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . How do you get into the personalization of it because everybody’s different.

Government 98

Government Employee engagement Management Personalization 98