The Contact Center Gurus

Cultural and Employee Engagement

Episode Summary

Jim Triggs was named President and CEO of MMI in 2019. Since joining the organization over 20 years ago, Jim has held a number of executive positions, providing vision and guidance to many of MMI’s core national programs. His focus across every leadership role has been to increase the accessibility and efficiency of MMI’s counseling programs, leveraging emerging technology and proven best practices to reach more consumers in more places than ever before. Jim has continually embraced innovation in the pursuit of programs and services that properly adapt to a changing consumer landscape, maximizing the potential of MMI’s talented workforce to serve a wide range of consumer pain points. His promotion of speech analytics has given MMI deeper insight into the needs of its clients, providing a strong foundation for both effective employee training and more nuanced marketing efforts. Episode Sponsors www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Episode Notes

Hear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist in employee engagement in a nearly 100% remote working environment.

Short list of how we live our culture of KCAs (Key Cultural Attributes)

1. President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
   1. A Culture Turned
   2. KCAs
   3. KCA focused company-wide events
   4. Upcoming in January: KCA training for leaders
2. Hurricane Ida $26k dollars
3. Karen Soileau Scholarship Fund
4. Strategic Goal is to invest in our employees
5. Hiring of SVP of HR & Diversity
6. Rollout of leadership 360s
7. COA accreditation – anticipate passing with flying colors are every 4 year accreditation that looks at things such as training, quality client rights, financial governance, HR practices, etc.
8. Yammer
   1. the All Company Community which includes President’s message in which employees can directly engage with President
   2. plus employee created communities such as pets, food, gaming, personal finance
9. Using technology to remove layers of bureaucracy and creating transparency

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com  

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM