Improving Employee Experience to Improve Customer Experience
Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.
Essential WFM metrics for any workforce manager
WFM metrics let you know how well your CX team is doing. Let’s look at some key metrics, and what you should be aiming for in each.
5 qualities of a great workforce manager
What’s the difference between a good workforce manager and a great one? It’s these 5 qualities.
65 Key Terms in WFM: A Very Simple DiCXionary
A glossary of key terms every workforce manager should know. From A to WFM.
Handling Scheduling errors: an easy guide for workforce managers
Whether you’re understaffed or overstaffed, we’ve got you. These creative ideas will help!
Our net promoter score matters. But it doesn’t tell the whole story.
Everybody in HR knows that the eNPS is a big deal. But at Tymeshift, we look at the bigger picture.
Making WFM Bad News Bearable
3 simple ways to make it easier to break bad news to your CX agents.
How to forecast in 4 super simplish ways
Getting forecasting right takes work. If you’re trying to do it manually, read this article all the way to the bottom.
Mission-Driven CX: the future of Customer Experience
CX Influencer and Thought-Leader Nate Brown explores what he thinks is going to be the Future of CX
Are airlines’ CX teams flying blind?
My personal CX nightmare and what it can teach you
