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Employee Engagement
Contributor: Annette Franz
Posted: 02/22/2017
Customer Service Employee Experience
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to ma Full Article »
Posted: 10/25/2016
erie insurance customer experience video
Troy Peterson is the Vice President Customer Care at Erie Insurance. In this interview from the Executive Customer Contact Exchange US he speaks about:How to engage employees in the customer contact strategyEmpowering employees to become business owners as a stepping tool for a great customer serviceWhy digital is an enhancement to the customer str Full Video »
Contributor: Zarina de Ruiter
Posted: 09/27/2015
Interview with Ian Kenealy, Head of Customer Data & Analytics at RSA Insurance Group, about delivering an optimised customer experience utilising insights from data and analytics.Ian Kenealy is the Head of Customer Data & Analytics at RSA Insurance Group. In his role he heads up the team responsible for all customer and marketing analytics Full Podcast »
Contributor: Zarina de Ruiter
Posted: 06/20/2016
outsourcing
Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another. But as the call centre has evolved into a contact centre, where other channels of c Full Whitepaper »