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IndustryWeek
July 11, 2012 |
Employee Engagement: Room for Improvement The news is positive; engagement is up, according to Aon Hewitt report.   |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
CRM
July 12, 2013
Carolyn Crews |
Create an Exceptional Customer Service Culture Invest in your team to build a talented employee base. |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
July 2012
Kelly Liyakasa |
Fewer than 1 in 7 B2B Customer Relationships Are Optimal Gallup study find the need for a shift from price-focused strategy to one of customer engagement. |
CRM
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
IndustryWeek
April 1, 2008
Jonathan Katz |
The Engagement Dance Survey says Indian and Mexican workers are the most involved worldwide. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
CRM
September 23, 2011
Steve Adams |
Intelligent Virtual Agents Ushering in the age of digital customer relationships in marketing |
On Wall Street
May 1, 2013
Todd Colbeck |
Ways to Keep Employees Engaged Managing staff isn't easy. People don t change and you can t change someone either before or after you ve hired them. |
CRM
August 19, 2014
Maria Minsker |
CRM Evolution 2014 Day Two: Customer Engagement Is the Future of CRM Brands need to revise their digital, mobile, and call center strategies. |
CRM
April 3, 2015
Anne Grady |
5 Reasons Motivating with Money Doesn't Work Uncover what employees really need to succeed. |
CRM
August 6, 2013 |
Engagor Launches in the U.S., Secures $2.6 Million in Funding The provider of a real-time customer engagement, social media monitoring, and analytics platform opens a San Francisco office. |
AFP eWire
May 13, 2013 |
#GivingUnderTheInfluence, aka, How to Influence the Next Generation of Giving On April 24, four panelists gathered to discuss their views on employee engagement in a digital culture. They shared their own troubles and triumphs with next-generation giving and gave guidance on how to bridge the gap of giving. |
CFO
October 1, 2008 |
Discontent Runs High A lack of engagement in the job is all too common in North American workforces. |
CRM
July 2, 2014
Mike Tippets |
Engage Employees to Enhance the Omnichannel Retail Experience Create a culture of sharing and communicating. |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
CRM
April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
CRM
August 24, 2011
Leonard Klie |
Alcatel-Lucent Unveils a New Strategy for Genesys Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations. |
Entrepreneur
March 2004
Chris Penttila |
Otherwise Engaged Get blase employees motivated about their jobs, and they'll really take care of business. |
Global Services
September 16, 2008
Allan Schweyer |
The Powerful Link Between Talent Management & Biz Performance Outsourcing works with talent; its a reality. But how does one ensure that customers talent-management systems and processes in outsourcing are properly administered and effectively supported to increase employee and business productivity and performance? |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
CRM
April 2013
Leonard Klie |
Brands Must Make Emotional Appeals Companies should strive to be less rational with customers. |
CIO
March 28, 2012
Michael Friedenberg |
How CIOs Can Help Facilitate Systems of Engagement The CEO community is turning to CIOs to help accelerate revenue growth and deepen engagement with customers. |
Fast Company
November 2000
Tony Schwartz |
Life/Work The single most important variable in employee productivity and loyalty turns out to be not pay or perks or benefits or workplace environment. Rather, according to the Gallup Organization, it's the quality of the relationship between employees and their direct supervisors... |
CRM
April 17, 2012 |
Social Media Is Impacting Today's Contact Centers Frost & Sullivan research finds that most firms are still struggling with how to contact customers via this medium. |
CRM
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
PHONE+
January 21, 2010
Cara Sievers |
Creating Customer Loyalty -- Best Practices for Keeping Clients Building customer loyalty and being a successful business owner go hand in hand. |
CRM
November 2014
Robert Wollan |
Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
Fast Company
October 2015
Steven Melendez |
Unhappy At Work? Swipe Right To Tell The Boss An app for companies called Niko Niko lets employees quickly swipe across their smartphone screens to indicate their overall moods, or to answer more specific survey questions. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Keys to Improving Customer Retention Banks can enhance loyalty by keeping the customers' experience the center of their business. |
CRM
September 23, 2011
Jason Breed |
Preparing the Enterprise for Social Media Ten steps from the front lines. Executives are reeling with the fact that social media is beginning to affect their businesses. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
October 3, 2013 |
HP Adds Social Media to Customer Engagement Management (CEM) Services HP Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channels all while improving the bottom line. |
CRM
February 2, 2003 |
Hot Seat Lior Arussy, corporate vice president and general manager of Nice Systems Ltd. and author of The Experience! How to Wow Your Customers and Create A Passionate Workplace, talks about some of the common customer-service roadblocks and how to solve them. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
