Don’t Forget to Map the Employee Journey
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
2
Nov
Archive Tag: employee engagement
20
Oct
5 Ways to Get Better Customer Feedback
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
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
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
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
When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]