Employee Engagement Drives Business Growth
Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]
22
Jan
13
Jan
5 Things Frontline Leaders Can Do to Help Agent Attrition
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?
Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their […]
2
Dec
Why Every Employee Needs Customer Engagement Training
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]
20
Nov
Storytelling is a Trojan Horse for Customer Experience Learning
What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]
28
Oct
4 Barriers to a Successful Gamification Program in Your Contact Center
The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]