Category: Corporate Culture

22 Jan

Employee Engagement Drives Business Growth

Annette Franz

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]

13 Jan

5 Things Frontline Leaders Can Do to Help Agent Attrition

Melissa Kovacevic

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]

6 Jan

Agent Engagement: Are Employees Fulfilled, Appreciated and Understood?

Shep Hyken

Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their […]

16 Dec

Are You On the Customer Experience Naughty List?

Annette Franz

‘Tis the season… Santa’s making his lists and checking them twice. Oh no! Your company shows up on his Customer […]

22 Oct

Measure Twice, Cut Once (A Mantra for CX Change Management)

Annette Franz

How well do you vet any process improvements or other changes within your organization before you make them? I’ve used […]

16 Oct

A Nose for Real-time Customer Service

Sierra Jones

Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM […]

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