Archive Tag: employee engagement

Archive Tag: employee engagement

2 Nov

Don’t Forget to Map the Employee Journey

Jim Tincher

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]

20 Oct

5 Ways to Get Better Customer Feedback

Jeannie Walters

It may be common knowledge now that hearing from customers about what they really want and need from your organization […]

19 May

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Melissa Kovacevic

Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]

23 Feb

The Challenges of Employee Retention

Annette Franz

The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]

12 Jan

Waterfall Coaching For Agent Engagement

Melissa Kovacevic

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership […]

21 May

Employee Empowerment Increases Productivity

Annette Franz

When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]