BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. The first person we would hire would be the Head of CX.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Ecrion

MARCH 17, 2021

How CCM Connects IT to a Broader Community. In companies with no CCM system in place, IT-governed customer communications pose multiple challenges for IT specialists. Corporate organization charts represent functional isolation, but customer communications require these isolated groups to collaborate.

Communication 52

Communication Document Multi-Channel Government 52

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. Connect with Brandon on his platforms: Website. The types of communication platforms organizations can use. The dark side of always being connected.

Communication 93

Communication Technology Culture Employee Experience 93

Magellan Solutions

NOVEMBER 24, 2023

It has a robust infrastructure that enables smooth connections and data transfers. English Proficiency and Cultural Compatibility Another factor contributing to the boom of the Philippine BPO industry is the Filipino’s exemplary English competence. This government support makes the Philippines a desirable outsourcing location.

Customer Experience 52

Customer Experience Government Multi-Channel Customers 52

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government 2021 E-support Social Media 40

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. Connect with Eric on his platforms: Eric’s Website. Youtube Channel.

Culture 52

Culture Books 2004 Employee Experience 52

BlueOcean

OCTOBER 8, 2021

They carefully planned the logistics of installation, a communication plan for the roll-out, and an updated billing cycle to accommodate customers—they even arranged for trucks to circulate in areas of need to answer questions and hand out water-saving showerheads. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. That’s how customer experience becomes embedded in your company’s culture. your CX foundations. That’s right: your customer experience is shaped whether you focus on it or not.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

AUGUST 9, 2022

But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy. CX leaders must stand up and ask for more clarity, or create it themselves and communicate up and out throughout the organization if that’s what it takes.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

COPC

DECEMBER 23, 2022

Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. . 1) Communicate Transparently and Frequently   Communicating clearly, frequently and consistently helps foster an environment of trust.

Engagement 87

Engagement Contact Center Culture Feedback 87

Magellan Solutions

NOVEMBER 10, 2023

To answer the question of which is better, India vs. Philippines outsourcing, let’s dive into the details based on their economic, cultural, and operational differences. Cultural Factors: India vs Philippines Language Proficiency India: In contrast, India’s English literacy rate is 28th globally and 4th in Asia.

Culture 52

Culture Government Financial Transportation 52

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

JANUARY 25, 2018

After 15 years leading digital and CX design for CitiBank, Tamar learned the importance of being customer obsessed, which includes: connecting dots for customers, servicing them properly, communicating in a consistent language internally and externally, and building relationships with the frontline and leadership. CX Click To Tweet.

Leadership 175

Leadership Culture Government Customers 175

Up Your Service

AUGUST 26, 2015

Governments and private payers are now linking reimbursement to patient perception of care as well as to mandated clinical outcomes, documented levels of quality, and cost-savings. Those who listen well and can provide clear, effective, and ongoing communication will be most successful. New pay and reimbursement models demand it.

Healthcare 87

Healthcare Culture Government Hospitality 87

Russel Lolacher

MARCH 29, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Connect the dots for them. As with any relationship, it must be built and nurtured over time.

Social Media 98

Social Media Leadership Communication Culture 98

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. That’s a bubble. How do they roll with change?

Culture 83

Culture Government Leadership Return on Investment 83

Russel Lolacher

JANUARY 5, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Connect the dots for them. As with any relationship, it must be built and nurtured over time.

Social Media 98

Social Media Leadership Culture Communication 98

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 59

Customer Care Transportation Social Media Government 59

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. clearly communicates goals to all employees and links individual goals to corporate goals.”

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

CSM Magazine

MARCH 19, 2020

To date, Avaya has helped empower over 200,000 contact center agents to work remotely, and is working with educational institutions, healthcare providers and other organizations globally to provide complementary video collaboration and communications solutions.

Contact Center 59

Contact Center Healthcare Government Insurance 59

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

CSM Magazine

DECEMBER 28, 2021

With these drivers as the backdrop, what can you do to build a culture and strategy that truly weaves employment engagement into the fabric of your organization and the broader CX strategy? Peter Drucker made this quote famous and it is certainly true in this context – “Culture eats strategy for breakfast.” How do you do this?

Engagement 59

Engagement Customer Experience Culture Government 59

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. Win: Connected Government Act passes.

Government 20

Government 2018 2019 Customer Experience 20

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. And there’s so many ways that I want to come at this and ask questions of it from a workplace culture, barriers, experience, but I think we can’t do any of that, until we define the term accessibility considering it feels so broad, but also feels very specific for some people.

Government 98

Government Culture Definition Employee Experience 98

Russel Lolacher

JUNE 29, 2021

It was born as a way to recognize social media’s impact on global communication and to bring the world together to celebrate it. Everyone uses social media every day; it’s how we connect with people all over the world in a simple and fast way.” Those benefits? An Overview of your Social Brands.

Social Media 98

Social Media 2011 Travel 2010 98

2020 Research

FEBRUARY 27, 2023

Key Takeaways: Consulting with a local supplier partner (research houses/suppliers) prior to finalizing and formalizing the research RFQ is a key aspect for success It is crucial to make sure the local market is understood from a cultural and language perspective. More important is their cultural sensitivity, their fine perception.

Culture 52

Culture E Commerce Reference Communication 52

2020 Research

FEBRUARY 21, 2023

Key Takeaways: Consulting with a local supplier partner (research houses/suppliers) prior to finalizing and formalizing the research RFQ is a key aspect for success It is crucial to make sure the local market is understood from a cultural and language perspective. More important is their cultural sensitivity, their fine perception.

Culture 52

Culture E Commerce Reference Communication 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

When we understand and communicate the actions that drive the numbers, it becomes easier to adjust those actions, implementing more of what works and less of what doesn’t. Journey maps can be powerful communication tools. These two groups may not communicate very often, leading to missed opportunities and customer frustration!

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

Government 61

Government Consulting Article Connections 61

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Employer communication is the most credible source of information during times like this. Communicate your short-term and long-term strategy: How we will recover as a company & team?

Government 120

Government Communication Employee Experience Article 120

Experience Investigators by 360Connext

AUGUST 11, 2020

60% of long-term customers use emotional language to describe their connection to favorite brands , as reported by Deloitte Digital. Emotional connections are built on trust. In government and health care, for example, trust can come down to plain language on a paper form you ask a customer to fill out to receive services.

Brands 271

Brands Touchpoint Customers Healthcare 271