CX Tip #47: Use Job Shadowing to Improve Cross-Channel Cooperation

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CX Tip #47: Use Job Shadowing to Improve Cross-Channel Cooperation
(Employee Engagement)

Sprint uses a cross-channel program to create more engagement between call center and retail store employees. Each group visits the others’ locations for job shadowing in order to gain a greater appreciation of the customer experience and operations in each other’s settings and identify lessons to bring back to their own workplace. Click for more info

See full list of CX Tips

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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