by Annette Franz | Jul 20, 2022 | collaboration, communication, culture, employee effort, employee experience, employee feedback, Uncategorized
I originally wrote today’s post for Wix Answers. It appeared on their site on August 3, 2021. In March and April of 2020, when the pandemic hit hard and businesses were forced to close their doors and send employees home, the impact on contact centers was great. They...
by Annette Franz | Jul 13, 2022 | core values, culture, customer experience, customer understanding, customer-centric culture, employee experience, employees, empower employees, Uncategorized
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the...
by Annette Franz | Jun 29, 2022 | business, employee engagement, employee experience, outcomes, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees, in general; the original post focused on customer service agents. As you know, when the pandemic hit in 2020,...
by Annette Franz | Jun 22, 2022 | employee engagement, employee experience, employee retention, leadership, servant leadership, truly human leadership, Uncategorized
I’ve written many times about the importance of the employee experience, both on its own and in connection with the customer experience. We cannot talk about (and do something about) the employee experience enough these days. It’s a mess. (Consider this:...
by Annette Franz | May 25, 2022 | employee engagement, employee experience, recognition, Uncategorized
I originally wrote today’s post for Stella Connect. It appeared on their site on November 16, 2021. It would be an understatement if I said that 2021 was a challenging year when it comes to employees – remote work, returning to the office, finding jobs, changing...
by Annette Franz | May 4, 2022 | culture, customer-centric culture, employee experience, employee retention, people-centric, Uncategorized
Heard enough about the Great Resignation? Well, sadly, this has been a long time coming, and at this point, we should continue talking about it. Non-stop. You’ve heard me say this before. I’ve been talking about the importance of employees to the business and to...
