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Newsletter #10 March 13, 2018 |
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March Madness is a Slam Dunk for Employees
But Employers Call a Foul?
The NCAA playoff games officially start today, and chances are good that your employees are excited about two weeks of great college basketball. They’ll be talking at work, filling out the brackets, and (if sports isn’t a priority at your organization) they’ll be wasting time checking the game scores and team rankings.
According to an OfficeTeam/Robert Half survey, employees will spend an average of 25 minutes a day on sports-related activities, a total of 6 hours during the tournament. If you’re not a fan, don’t freak out. Chances are good that your team will still get the work done, even if they take an occasional “basketball break.”
Click the image to see the complete infographic.
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Mike talks about the Savannah Conference on Georgia CEO
GEA's Executive Director, Mike McCurdy, appeared in a Georgia CEO video last week to discuss the 2018 Spring Conference at the Westin Savannah Harbor Resort. Mike provides an overview of the speakers for the event and why the topics will be highly valuable for Georgia Employers. Click the photo to listen, then register by clicking the image below. |
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Prioritizing the Customer Experience
Brands are willing to spend money on customer experience. British Airways recently channeled $500 million towards an effort to revamp their in-flight experience. Delivering an excellent customer experience is a priority for both large consumer-facing brands and B2B businesses, but dollars spent don’t necessarily equate to improvements in customer service.
New research by Calabrio, a Minneapolis based customer engagement software company, indicates that focus on the humans in the equation, customer service representatives and contact center agents, is necessary to ensure the highest levels of customer service and consistently exceptional customer experiences.Calabrio surveyed 1000 contact center employees in the US and UK. Here's part of their findings:- 65% of agents believe that call volume has increased over the last 18 months – data shows an actual increase of 39%.
- 56% of agents indicate that complex issues are the most challenging part of the role.
- 37% cite inconsistent customer experience across channels.
One of the needs cited in the report is for additional training for CSRs and contact center agents. GEA’s upcoming workshop, Exceeding Customer Expectations, is an excellent opportunity for your customer service employees to de-stress and learn new strategies for providing an excellent customer experience. The training is scheduled for Wednesday, May 9, in Macon.
Click the button to read more about the Calabrio survey. |
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GAMA Golf Outing at Callaway Gardens on May 1
Enjoy a day of golf at beautiful Callaway Gardens with the Georgia Automotive Manufacturers Association (GAMA). The 5th annual Golf Outing benefits the scholarship fund of the Southern Automotive Women’s Fund (SAWF). SAWF has awarded over $240,000 in scholarships to young women who are pursuing automotive-related fields of study.
The format for the outing is a four person scramble. Golf begins at 9:00 AM with a shotgun start. Fees for the event are $200/player. Register online or contact GAMA at admin-exec@GAMA-Georgia.org for more information.
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Application Period Extended for Whitaker Scholarship
David Whitaker Scholarship pays tuition for the 2018 - 19 HR Leadership Academy.
The application period for the David Whitaker Scholarship has been extended until March 31, 2018. The scholarship is intended for HR professionals at smaller companies or non-profits who might not otherwise be able to obtain the financial resources to participate in the HR Leadership Academy.
Online registration for the 2018-19 HR Leadership Academy is available on the GEA website. Click the button to learn more about the year-long program and the Whitaker scholarship. |
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Georgia Employers' Association |
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