Team Scenarios: ABC & Co. has two teams of Customer Service employees: 1) Team XYZ 2) Team 123. Team XYZ seems like a happy group with lots of energy. The team members support each other and work together. They meet regularly and help each other
Why Employee Engagement? Organizations implement employee engagement plans to increase employee satisfaction and encourage performance. Effective engagement initiatives improve the well-being of each employee and will motivate them to achieve the organization’s preset goals, driving the organization toward success. Improved engagement can also strengthen an
What is a “disengaged employee”? A disengaged employee is described as one who is not happy with their job or company, unproductive (due to dissatisfaction), negative, non-participatory, displays high rates of absenteeism, and appears to have no interest in improving nor growing. What does disengagement
Customer Experience Metrics measure the state of your customer’s happiness with your company, which could indicate if they will buy more, and respond well to and advocate for your brand. Metrics are critical to gauging the performance and productivity of your Customer-Facing Team. Certain metrics
81,396 hours – That is how much of life most of us spend working!1 Sleeping comes in at second place – wow! That is incredible! While workers are spending so much of their life at work, let’s check in to see how it is going.
Create a Customer Centric Culture — We have some tips to get you started! Sure, many businesses tout “We Provide a Great Customer Experience,” and sometimes they even deliver – however, developing a Customer-Centric Culture is the key to gaining and keeping those ever-important loyal
As a Professional Speaker and Owner of Beverly Hathorn Consulting, Beverly works with Customer Service Managers to build efficient and effective, high-performing teams.
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