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 is not that obvious. So many companies still fail to recognize that important connection, to the ultimate detriment of the business.

Why is the customer experience so bad? Because when 70% of our workforce is “not engaged” or “actively disengaged,” according to Gallup, we cannot expect to have a great customer experience. If your employees aren’t engaged, it will be very difficult for them to delight your customers. If you don’t care about what you’re doing, it shows. If you’re not […]

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 customers. The surveys range from simple questions, as in the Net Promoter Score type surveys to […]

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What Does Customer Service Wait Time Cost You?

When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their product and end up waiting to be served. We call about a billing issue and […]

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Are You On the Customer Experience Naughty List?

‘Tis the season… Santa’s making his lists and checking them twice.

Oh no! Your company shows up on his Customer Experience Naughty List! What did you do wrong this year? In short, a lot.

There are five categories […]

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Turning Feedback into a Customer Service Advantage

Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and anything else that will give them an advantage. […]

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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, “If you’re not serving the customer, you’d better be serving someone who is.”

It’s easy to […]

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Call Center Metrics: The Numbers We Don’t Look at Drive the Numbers We Do

In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – and measurements drive behavior.

Most of the time, management looks at quantifiable call center metrics that […]

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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 wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a […]

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Will the Holidays Stress Your Customer Service Delivery?

It’s that time of the year. The weather outside is getting frightful, the mistletoe is looking ripe for picking, the tree farms are popping up all over town, and yes, businesses are stressing out about […]

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