Adrian Swinscoe

TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. What is true, however, is that companies cannot become complacent in their efforts to continually improve their cultures, talent development and retention efforts if they want to maintain a high level of employee loyalty. Through that question they were able to identify the top 10 biggest pain points for employees, i.e. those that hinder employee engagement and have a negative impact on the employee experience. As it turns out the list feels like a to-do list for companies if they want to improve their employee experience.

Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. * Conversation about PwC’s new Tech at work and employee experience research report * lobal survey of about 12,000 people from Canada, China, Hong Kong, Germany, India, Mexico, the UK and the US on their views about digital tools that they use in their daily work. employees value both the human touch but they also like the the digital assist and there are certain things within their work experience that they would prefer to be digitally accessible because they can do it on their own time, when they want and where they want. * employees value both the human touch but they also like the the digital assist and there are certain things within their work experience that they would prefer to be digitally accessible because they can do it on their own time, when they want and where they want.

What your customer service agents’ top priorities should be in 2019 This is a guest post from Chris Ryba, Director of Professional Services at VHT. With all the attention paid to the digital transformation and artificial intelligence, one important fact bears repeating: Your customers value ease and convenience in their customer service interactions, and they don’t much care about the technology your brand has invested in behind the scenes

Customers are willing to switch channels very quickly if they’re not getting the response they need – 85 percent of customers said they use a different contact method if they didn’t get a response to their initial requests and 44 percent of those will wait less than an hour. The best companies are investing in collaboration tools so they can communicate and share data across departments to enable them to be much more successful in giving the customer the right response. Customers are willing to switch channels very quickly if they’re not getting the response they need – 85 percent of customers said they use a different contact method if they didn’t get a response to their initial requests and 44 percent of those will wait less than an hour. * Customers are willing to switch channels very quickly if they’re not getting the response they need – 85 percent of customers said they use a different contact method if they didn’t get a response to their initial requests and 44 percent of those will wait less than an hour.