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Phrases like Customer Excellence, Customer Experience, Customer Satisfaction, Customer Delight and Voice of the Customer have been ringing in our ears for over a decade and now it’s the turn of the agents, the employees. But what is Employee Engagement and why should you care? Well it’s one of the key drivers behind Employee Satisfaction […]

Employee Satisfaction is driven by many things, Engagement being one of the key drivers, but what can you expect in return for more focus on your employees and less focus towards your customers…. Did I just write that, yes LESS customer focus.

By now most people are aware that organisations with high levels of employee engagement are enjoying 10% higher customer ratings, 22% higher profitability, and 21% better productivity, that’s according to a huge study by Gallup plus a big serving of common sense, but how can you start to enjoy these improvements right away?

If you really care about your people and your customers, and you want 2018 to be your most successful year on record, read on….

Analytics is big business, but what message are you sending your employees when you display management information on TV screens, and what impact does it have?

Making employees happy may well have been proven to be one of the most effective ways to make your organisation more profitable and successful, but what if you don’t have the funds to follow Employee Happiness Guru Tony Hsieh’s advice, and employ an employee happiness officer to monitor employee engagement and make sure everyone is […]

Technology can be great and in most cases a new support desk, CRM or contact centre solution will deliver considerable benefits over legacy systems, but does purchasing new technology guarantee success? Absolutely not!

If like many companies you’ve got TV screens dotted all over your offices, and like most companies these screens are being used to display metrics, news or other corporate information you’re in luck!

THE BASICS Employee and customer happiness are inexplicably linked; therefore, any form of visual communication should drive improvements in employee engagement, happiness and satisfaction. How? Simple.

Customer Service is the key reason why your customers choose you over traditional banks. It’s been proven that agent satisfaction and loyalty have a direct influence on customer satisfaction and loyalty. Add that to the fact that you have more of an influence over your agents than you do your customers, therefore you are far […]