SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Even the recruiting teams from several companies tune into these to hire better. The recruitment process can be unpredictable while being lengthy.

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CSM Magazine

OCTOBER 24, 2023

In an era where technology is rapidly reshaping various industries, it’s no surprise that the world of recruitment is also undergoing a significant transformation. In this blog, we’ll delve into the future of ATS and AI in recruitment, and what job seekers and employers alike should be prepared for.

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Reference Technology Feedback Presentation 52

ReviewTrackers

JUNE 22, 2020

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Let’s turn to Sandra Miles and W.

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Brands Social Media Competitive Advantage Communication 114

Customer Bliss

AUGUST 18, 2020

This post takes a look at everything you need to look for while recruiting for your support team amidst this new normal. Employees are having to deal with a lot of stress and anxiety surrounding their professional and personal lives. Read this blog post ». Read this blog post ». Read this blog post ».

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Customer Service Blog Customers Interaction 252

Beyond Philosophy

NOVEMBER 30, 2023

First, they handle recruitment and talent acquisition. Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. You can have a strict policy that protects the company or a generous policy that favors the employee.

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Net Promoter Score Engagement Customer Centricity NPS 78

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

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Culture Customer Satisfaction Loyalty Reference 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

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2023 Customer Service Contact Center Customer Centricity 207

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. This will be a quarterly series where we ask COPC Inc.

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Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

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Poor Customer Service Employee Experience Consulting Retail 167

Experience Investigators by 360Connext

JULY 15, 2015

Recruiting the Wrong People. Your employees play a huge role in driving your customer experience. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Treat them as the irreplaceable gems they are. It’s not just about capability.

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Customer Experience Airlines Loyalty Social Media 300

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. In the posts, I explain what makes a great employee environment. There should be no doubt here what that is for your organization, your employees, or your Customers.

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Airlines Webinar Books 2015 124

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

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Customer Centricity Employee Experience CEM Culture 114

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. Maverick managers welcome here.

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Blog Technology Touchpoint Engagement 52

Beyond Philosophy

AUGUST 11, 2022

When rescheduling a package that failed to deliver, a typo in the postal code ended up with him unable to use self-service, then spending half an hour trying to reach a human employee to remedy it. Moreover, the job is more complicated; many customers are impatient and angry, and these front-line employees have to deal with them all day.

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Airlines Net Promoter Score Culture Travel 146

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. But supporting hybrid work isn’t enough. “In

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2023 Communication Contact Center Return on Investment 69

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

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Social Media Customer Centricity Books Culture 92

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now.

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2016 Social Media CEM Employee Experience 113

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. He wants to know if employee experience is a fad and, if not, how one should build a great employee experience.

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Employee Experience Reference Leadership Culture 78

Customer Bliss

OCTOBER 30, 2018

Do You Put the Right Focus Into How You Recruit? Follow me on LinkedIn or Facebook or subscribe to the blog below. How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Make how you hire and who you hire a priority.

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Hotels Chief Customer Officer Social Media Books 256

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

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Seminar Culture Workshop Social Media 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. They can be stored, edited, updated and shared across your entire organization, your employees, clients, vendors or selected viewers outside the organization. Videos are highly powerful visual mediums that can be accessed at any time, anywhere.

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Communication 2023 Social Media Travel 52

Customer Bliss

APRIL 23, 2019

Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. In addition, you can go online and read reviews about that employees have left, but we find, sometimes, you have to take some of those with a grain of salt. Follow me on LinkedIn or Facebook or subscribe to the blog.

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Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Another significant challenge Wells Fargo faces is building trust with their employees.

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Michel Falcon Experience

AUGUST 17, 2016

Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Doing so will, more often than not, increase employee engagement. I wrote a blog post titled, Employees Needs to Be Responsible for Their Own Development.

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Blog 2016 Engagement Webinar 127

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Blog Culture Customer Experience Featured c-suite leadership linkedin' And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

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Chief Customer Officer 2011 2014 Leadership 257

Stella Connect

OCTOBER 14, 2021

As I have done this, I have discovered the secret ingredient of the best contact centers from an employee and customer perspective that puts them apart from others: empathy. Empathy takes time to deliver and has implications for recruitment, but the benefits greatly outweigh this investment. Recruiting with Empathy in Mind.

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Contact Center Net Promoter Score NPS Call Center 52

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

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Metrics Culture Demo Healthcare 52

Up Your Service

JULY 17, 2017

This blog post assumes that YOU, as a leader, understand the importance of building a service culture and your role in making it happen. Here’s the problem: Employees don’t live in the world of index improvements. There is frantic activity among employees and managers to improve these scores, provided the incentives are well designed.

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Financial Blog Customer Satisfaction Culture 75

SurveySparrow

OCTOBER 7, 2023

In this blog, we will look into the meaning of DEI, explore the nuances, and uncover its potential to reshape workplaces for the better. It’s the active practice of creating a welcoming atmosphere where all employees, regardless of their background, are encouraged to participate fully. What is DEI? So, what does DEI stand for?

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Culture Leadership Innovation Feedback 52

Stella Connect

FEBRUARY 2, 2022

You’ll find yourself constantly hiring agents who don’t last as long as you hoped for, putting you right back in the costly recruiting process all over again. Voluntary exits are when an employee leaves a company to take another job elsewhere or retire, for example. Encourage Breaks & Mental Health Days.

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Call Center Customer Service Training Feedback Customer Service 52

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years. Recruiting Now!

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Net Promoter Score Banking Culture Leadership 0

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

Social Media 68

Social Media Customer Centricity Books Culture 68

ChurnZero

NOVEMBER 29, 2022

However, I was allowed to re-recruit current employees for the team. In all cases, I’ve needed to get creative when building my team, which almost always included internal recruiting. But compensation plans are too large and complex of a topic to cover in a short blog. I know what to do and what to avoid.

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Customer Success Leadership Sales Customers 98

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. What makes a toxic employee? Toxic employees are people that may or may not work hard, but create an environment of antagonism in their wake.

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Culture CEM Employee Experience Reference 117

Totango

JANUARY 22, 2018

He is currently working with Hire, a new app that brings the power of Google to recruiting. The easy-to-use recruiting application helps small to medium businesses with their hiring needs. Check out the blog Dante wrote on why he’s bringing his team to Customer Success Summit. Christopher McNamara. VP, Customer Success.

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2018 Customer Success 2011 Lifetime Customer 77

SurveySparrow

JULY 6, 2022

They are the glue keeping the bond between decision-makers and the rest of the employees strong. In this blog, we’ll cover: What is Managerial Competency? Organizations choosing to evaluate managers or recruit them based on these skills will find growth easy to come by. Quality Recruitment. And it’s time we start.

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Culture Apparel Communication Innovation 52

SurveySparrow

NOVEMBER 9, 2020

From recruiting, onboarding process to taking feedback, HR management software automates everything! Recruitment and Onboarding: Recruitment and onboarding are two important events in your employees’ work journey. That’s why you must look for HR tools that make the recruitment and onboarding process easy.

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Management Feedback Multi-Channel 2027 59