Employee and Customer Engagement

According to Call Center Week’s 2012 Call Center Summit Survey, the greatest concern facing call center executives in 2012 is “Empowering and engaging employees to drive business results.” This makes sense given what we see in Radclyffe’s practice for the last 16 years. During that time, Radclyffe was one of the few consulting practices focusing on call center culture and what is today called Employee Engagement. Literally millions are lost each year to a lack of Employee and Customer Engagement and is rarely measured but acutely felt. Radclyffe has worked for over 16 years to find the perfect combination of ensuring smooth contact center operations and cultivating a front-line driven culture. We have found the keys to keeping contact center employees motivated, engaged, proactive and self-driven and personally accountable. We have developed the most effective, proven programs in the industry. Learn more about how to: Get Front-Line Buy-In to Anything Raise the current minimum level of performance Create a self-driven front-line staff Cultivate a proactive, innovative culture Increase Business Acumen and perspective Achieve personal and professional accountability Just give us a call or email Liz Ahearn.

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Testimonials

At ADP we always say, ‘All roads lead to Radclyffe’ because whatever we need, Radclyffe has the expertise and practical knowledge to help us. They have been a great partner for many years. As a result of working with them, our customer satisfaction scores increased significantly.”

Jill Altana

Vice President, Human Resources, ADP

“Radclyffe has developed a number of customized workshops for our core curriculum. We are simply in awe of their design ability and their facilitation skills.”

Patricia Dufort

Training and Development, Mercedes-Benz USA

“Radclyffe has taught me everything I know about contact centers. That’s why wherever I go I have brought Radclyffe into the company.”

Robin Moriates

Director of Training, Novartis Pharmaceuticals

“Radclyffe has had a tremendous impact on our contact center performance. From Strategic Interaction Skills™ to coaching to developing elearning, Radclyffe always delivers results.”

Kevin Booth

Director, US Customer Service, Becton, Dickinson & Company

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