Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee engagement 52

Employee engagement Construction Morale Education 52

ShepHyken

DECEMBER 9, 2024

Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 190

Customer Service B2B Sales Self service 190

CX Global Media

NOVEMBER 6, 2019

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Some of the initial conversations in the workshop was about agent performance, how to streamline the QA (Quality Assurance) process. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Fonolo

OCTOBER 26, 2022

You might even consider hiring a field expert for a workshop. Gallup released an article about employee engagement measures in the workplace. One statement that promotes engagement is: “My supervisor, or someone at work, seems to care about me as a person.”. Set some room in the budget for education. Conferences.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Fonolo

AUGUST 5, 2021

When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page. According to @LinkedIn, 94% of employees would stay with their organization longer if there were learning opportunities available. Virtual workshops. One-pagers or info sheets.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Customer service went up, employee engagement went up, and company revenue went way up!

Entertainment 85

Entertainment Employee engagement Education Sales 85

ClearAction

FEBRUARY 26, 2015

DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights. Show a separate map for each expectation set: in your analysis of customers' responses, look for patterns that indicate separate ranges of acceptable performance.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

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

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

Best practices 105

Best practices Employee engagement Consulting Consulting 105

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

Customer Guru

AUGUST 8, 2018

She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He is a Keynote Speaker, Workshop Leader and Consultant and an expert in customer experience management, team member engagement and leading for growth. Chip Bell Follow @ChipRBell. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Taylor Reach Group

MARCH 20, 2020

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. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Get in the game. Make the workplace fun again.

Call Center 117

Call Center Technology Gamification Coaching 117

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

Up Your Service

MAY 21, 2018

Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools.

Employee engagement 55

Employee engagement Feedback Marketing Metrics 55

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 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

Totango

DECEMBER 23, 2021

So, if you begin to notice an uptick in your company’s turnover rate, it’s important to investigate whether or not your employees are dealing with burnout before it becomes a bigger problem. Poor Employee Engagement. Are your employees motivated to work hard?

Morale 102

Morale Employee engagement Personalization Enterprise 102

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.” This week’s guest post is from leadership consultant and keynote speaker Bill Hogg.

Consulting 97

Consulting Consulting Scripts Employee engagement 97

delighted

OCTOBER 17, 2023

The importance of employee surveys Employee surveys are one of the most effective ways to understand how employees think, act, and feel in your organization. Sending employee surveys is also essential to: Improving business growth. Check out our guide to employee satisfaction survey questions.

Surveys 82

Surveys Employee engagement Feedback Management 82

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Have them to lead the workshops. This shows support and allows leaders to listen for employees’ concerns, ideas and outcomes. Don’t have leaders merely attend.

Education 61

Education Coaching Best practices Employee engagement 61

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Customer service went up, employee engagement went up, and company revenue went way up!

Entertainment 45

Entertainment Employee engagement Education Sales 45

Up Your Service

SEPTEMBER 6, 2018

Here is a checklist of activities we use to help our clients achieve successful and sustainable leadership engagement. Leadership Engagement Activity Checklist. Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles. appeared first on UP Your Service.

Education 53

Education Management Best practices Employee engagement 53

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. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

CX Global Media

NOVEMBER 22, 2018

I’ve learned a ton : I’ve learned from so many experts and practitioners in so many important areas like leadership, customer experience, contact centers, employee engagement, marketing, social media, Emotional Intelligence, business transformation, strategy, culture, human development and more.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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. . This is the next step to engaging with team members. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

SoliCall

AUGUST 2, 2023

Offer opportunities for additional training, workshops, and certifications to enhance their expertise. Foster a supportive work environment that encourages open communication, teamwork, and employee engagement. Such tools can save time, improve accuracy, and enable agents to handle customer inquiries effectively.

Call Center 52

Call Center First call resolution Construction call center software 52

ijgolding

JUNE 9, 2015

Drives employee engagement and involvement — from the front lines to the executive suite. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

ClearAction

NOVEMBER 4, 2020

Through forums and workshops across the country, we asked what each function can do to put the customer first.” We wanted to get really specific to help each role know what behaviors and activities they should adopt day-to-day, so we repeated the forums and workshops across the country. This established our 4 Customer Commitments.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Said another way, there is no better prediction of the type of customer interactions that will occur between your customers and agents than whether your agents are motivated, satisfied, and feel supported.

Morale 90

Morale Contact Center Quality management Coaching 90

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

Toister Performance Solutions

MAY 27, 2021

A customer service rep attended a workshop on serving angry customers. There was a culture committee, a customer obsession committee, an operational excellence committee, and an employee engagement committee. She promptly set her goals aside the moment she returned to the office. "We We're just trying to catch up."

Employee engagement 69

Employee engagement Contact Center Customer Service Technology 69

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

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