ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. Customer-centric companies attract and retain top talent.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

COPC

JULY 23, 2021

Employees are the foundation for great businesses to thrive. Workforce engagement is vital in industries that rely heavily on human capital. A happy and satisfied employee will work efficiently and diligently for their organization. This models how FBC expects its employees to interact with customers daily. At COPC Inc.,

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

InMoment XI

DECEMBER 30, 2021

From an employee side, are you doing something beyond your classic employee engagement study. Do you have an employee pulse metric by division, region, or queue? The first element is a proper governance structure. Now, is there a one size fits all metric that determines maturity?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Employee Engagement 86

Employee Engagement Engagement Company Contact Center 86

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Beyond Philosophy

MAY 25, 2016

Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. with the help of a federal mediator.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

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 Engagement Customer Experience Culture 59

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

COPC

JULY 23, 2021

Employees are the foundation for great businesses to thrive. Workforce engagement is vital in industries that rely heavily on human capital. A happy and satisfied employee will work efficiently and diligently for their organization. This models how FBC expects its employees to interact with customers daily. At COPC Inc.,

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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. It makes or breaks customer experience.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

BlueOcean

OCTOBER 23, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or hybrid work environments? Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ECXO

MAY 14, 2024

Why the Shift to H2H Matters Emotional Engagement: Consumers and business partners are no longer satisfied with impersonal transactions. They seek emotional engagement and experiences that resonate on a personal level. Let’s explore further the layers that make H2H the future of meaningful business engagements.

B2C 156

B2C B2B Leadership Culture 156

BlueOcean

SEPTEMBER 10, 2024

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or hybrid work environments? Hourly staff?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

OCTOBER 14, 2024

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or hybrid work environments? Hourly staff?

Contact Center 156

Contact Center Employee Engagement Culture Training 156

BlueOcean

SEPTEMBER 10, 2024

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or hybrid work environments? Hourly staff?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance. The Board of Directors failed to do that with which it is concerned. Ensuring that the right person/s are running the organisation.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. King County believes that government has an unfair advantage in employee engagement ! People development is key: One government organization had put in a big effort for learning and development platform.

Employee Engagement 40

Employee Engagement Engagement Government Leadership 40

Customer Bliss

JANUARY 25, 2019

Established an internal CX council and governance. These programs help keep the employees engaged and lets them know they’re making a difference. . Darin Byrne has been Vice President of Client Experience and Delivery at Wolters Kluwer since 2017, improving employee engagement and customer advocacy.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Professional & Government Services & Utilities. UK Customer Experience Award for Employee Engagement – Taking the Lead. Their wonderful list of wins is as follows: Overall Best Customer Experience Award. UK Customer Experience Award for a Small Contact Centre.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

CX Journey

MAY 29, 2018

At the same time, we talked about technology's impact on employee engagement and culture change. Just a few of the topics we hit on included: The power of using data to comply with governance and legal frameworks in relation to your customers' marketing and privacy needs. The concept of the "Enterprise Startup."

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

CloudCherry

NOVEMBER 11, 2019

Her nominator, Kimberley Fridley calls her “the 2019 Mother Teresa”, and our judges add that, “Donna’s unique experience working at a government level entity and her willingness to give back to the community in a variety of ways, exemplifies the inner aptitude of individuals that live CX outside of work and just strive to be good human beings.”

Leadership 170

Leadership Consulting Video Government 170

Lumoa

MARCH 20, 2018

Employee Engagement: Employees are aligned with the goals of the organization. The journey includes all the touch points and engagements that an individual has with a brand. It warms up the relationship between your brand and the new user, yet at the same time educates them and increases engagement.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. Share insights with customers and employees.

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40

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 the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 6, 2020

Agent Engagement. Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? Describe your governance model including detail on senior management involvement on our account.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

My Customer

MARCH 22, 2022

TThis week marks two years since the government advised people to work from home, and yet there is still so much debate surrounding the. 22nd Mar 2022. By James Scott CEO & Co Founder.

Employee Engagement 40

Employee Engagement Engagement Government 40

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. So any chance I get to engage and answer curious questions, the better. We aim to do that through our government social media. Thanks, Dad. We have a few.

Social Media 52

Social Media Government Customer Care Transportation 52

BlueOcean

OCTOBER 7, 2024

Work Environment Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. This is where they get to see our real-time analysts engaged in the high-wire act of skilling and resource assignment firsthand.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Work Environment Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. This is where they get to see our real-time analysts engaged in the high-wire act of skilling and resource assignment firsthand.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

AUGUST 21, 2019

Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. 2. According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team. Were they engaged in the customer’s experience?

Contact Center 159

Contact Center Culture Leadership Engagement 159

Daniel Group

MAY 4, 2023

4 Ways CX Governance Can Transform Your Customer Experience Strategy What happens when the senior executives have not defined how the organization’s Customer Experience strategy fits into the company’s priorities, and there isn’t a regular plan for providing program governance? Low engagement from the frontline.

Government 52

Government Strategy Customer Experience Touchpoint 52

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. Furthermore, the living standards for most people were good enough to make them risk-averse. I am not judging the Scots by any means.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 48

Government Customer Experience Customer Journeys ROI 48