Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. In what way? It’s such a broad concept.

Personalization 98

Personalization Coaching Education Marketing 98

Fonolo

OCTOBER 26, 2022

Intrinsic motivation refers to self-fulfillment and personal satisfaction. You might even consider hiring a field expert for a workshop. Gallup released an article about employee engagement measures in the workplace. Examples include autonomy, pride in work, self-improvement, and connection. Conferences. Job shadowing.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

Totango

DECEMBER 23, 2021

In the past, burnout and other work-related mental health issues were dismissed by organizations as personal problems that could be easily solved by working a few fewer hours each week or switching to a new role. Are your employees struggling to concentrate? Poor Employee Engagement. What is Burnout? Reduced Productivity.

Morale 105

Morale Employee engagement Personalization Enterprise 105

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Toister Performance Solutions

DECEMBER 4, 2018

Ask each person to write down a brief definition of each one. 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.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” Be careful not to jump to conclusions about their needs, and never take their comments personally.

Consulting 81

Consulting Consulting Scripts Employee engagement 81

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. million unemployed persons. Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. It is not about money; or personal gain; or political skulduggery – it is about BELIEF in doing what is right. A customer-centric organisation.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

CX Global Media

NOVEMBER 22, 2018

I’m connecting with my guests personally : I chose a interview format that’s so unique, then telling personal stories, that the vast majority of my guests say it’s was a fun experience and the interview was unique and very appreciated. This type of education could have never happened in a classroom or workshop.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CSM Magazine

OCTOBER 3, 2024

Many companies organize special events, workshops, and team-building activities to recognize their staff’s hard work and dedication. This could include workshops on active listening, empathy, or handling difficult situations.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . Truly engaging with employees is central to great customer service and smooth operations.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

COPC

OCTOBER 16, 2023

In contrast, younger generations tend to prefer flexibility, valuing remote work options and a balance between work and personal life. This trend clearly indicates frontline agents’ strong desire to strike a balance between work and personal life.

Transportation 93

Transportation Surveys Technology Contact Center 93

Russel Lolacher

FEBRUARY 1, 2021

I once did a workshop 26 times, in six weeks. By the end of it, the workshop was a well-oiled machine. Any bit of information you can get will help you personalize the presentation, whether that’s a complete overhaul, adding a few relevant slides or tweaking your stories to be more relatable. What kind of work do they do?

Personalization 81

Personalization Employee engagement Consulting Consulting 81

Up Your Service

APRIL 1, 2018

Consider the financial services industry, where we are experiencing a complete transformation from physical cash…to convenient credit cards and debit cards…to integrated, seamless, and personalized services on our mobile phones…and to new ways of completing financial transactions with biometrics, and blockchains. And who is that?

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

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. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Vistio

SEPTEMBER 3, 2024

With the advent of new technologies, evolving customer expectations, and the need for personalized service, the demands on contact center agents have never been higher. Employee Engagement and Retention: Opportunities for learning and development make agents feel valued and motivated.

Contact Center 52

Contact Center Technology Employee engagement Feedback 52

Russel Lolacher

MAY 1, 2023

What the personal toll of being bullied feels like. She’s recently facilitated creator workshop called the how to recognize when you’re being bullied in the workplace. I know, it wasn’t like a personal attack on me. But I’m not the kind of person that is that what’s happening.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Let’s take a deeper look at the factors that influence employee engagement and morale. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

SEPTEMBER 13, 2024

Regular training helps employees stay updated with the latest trends and tools. Employee Engagement and Satisfaction : Training programs show employees that their employer is invested in their growth. This recognition fosters a positive work environment, leading to higher job satisfaction and engagement.

Morale 52

Morale Metrics Feedback Coaching 52

SharpenCX

JUNE 16, 2021

It shapes employee engagement and retention , it affects the perception prospective hires have about your company. Read Next]: Hiring the Right Person for your Call Center: 10 Essential Skills to Look for in Your Future Call Center Agent. Start with asking your call center agents engaging questions in your 1:1s.

Call Center 67

Call Center Education Coaching Construction 67

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. When I ask workshop participants what they think the issue might be, the most popular response is: fear of failure. As these kinds of negative emotions accumulate, the person ends up defeated before they even get started.

Sales 72

Sales Coaching Personalization Morale 72

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Employee engagement 59

Employee engagement Education Consulting Consulting 59

Integrity Solutions

NOVEMBER 19, 2018

Millennials also want to be in a position where they can grow both professionally and personally. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. For actual skills, we also need real-world application, classroom training and coaching to help us build our personal brands.

Coaching 75

Coaching Sales Feedback Surveys 75

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. A negative view can become self-perpetuating, putting the person at risk of falling further behind.

Sales 85

Sales Coaching Calibration B2B 85

Up Your Service

APRIL 1, 2018

Consider the financial services industry, where we are experiencing a complete transformation from physical cash…to convenient credit cards and debit cards…to integrated, seamless, and personalized services on our mobile phones…and to new ways of completing financial transactions with biometrics, and blockchains. And who is that?

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Taylor Reach Group

AUGUST 29, 2017

Through thought-provoking presentations, interactive sessions and Q&A periods, take away strategies to: personalized services, journey mapping, mobile, automation and AI and actionable data. Engage 360 – 2017 – September 25-28. Employee Engagement + Customer Engagement = Next Generation Loyalty.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

Integrity Solutions

DECEMBER 21, 2020

Between the pandemic, the business disruption, and the many personal and professional struggles and responsibilities we’ve all had to juggle over the past 12 months, it’s been challenging, to say the least. For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror.

Sales 65

Sales Consulting Consulting Personalization 65

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. For this, it is critical to implement clear performance measures as well as performance management systems that allow you to follow employee progress and assess performance remotely.

Management 52

Management Best practices Employee engagement Morale 52

CSM Magazine

MAY 7, 2024

” Have each person share three facts about themselves—two true and one not so much. It’s a personal and delightful way to create connections across the miles. Small groups can engage in online escape rooms or virtual games, promoting camaraderie and synchrony in pursuit of a common goal. Absolutely!

Morale 52

Morale Employee engagement Personalization 52

Solvvy

NOVEMBER 18, 2019

If you’ve been nice, Santa and his elves are beavering away in their workshop trying to make your dreams come true. The outcome is increased employee engagement, team morale, and retention rates. The holidays are here and wish lists have been made. Have you been nice or naughty?

Customer Support 9

Customer Support Self service Morale Employee engagement 9

Russel Lolacher

JANUARY 16, 2023

And you know, deciding that maybe when you thought you had experience to lead a media house, you may have got it wrong, maybe the insurance man really is the person that can do it way better than you and then after the bitterness resides, sorry, succeeds subsides. That has you just sitting there and mouth open and gassed in shock.

Education 98

Education Construction Employee engagement Personalization 98

Interaction Metrics

MAY 16, 2024

Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” Our methods include workshops, customer service evaluations, and a wide range of surveys.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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 Personalization Government 98