?A thought-provoking piece by Vibhas Ratanjee and Ken Royal at Gallup on the cultural imperatives for successful AI implementation. While their research legitimately emphasizes organizational culture's role in AI adoption, we'd argue that even the strongest cultural foundation can't compensate for poor system design and inadequate data infrastructure. (As a leading advocate for people-first culture through our Acuity platform, we understand the vital importance of both technical excellence and organizational culture! ??) For AI initiatives to succeed, organizations must first develop clear strategic objectives and establish robust data management practices that align technology with human and business needs. This requires: ? Aligning data and system strategy with specific organizational challenges and objectives ? Organizing and optimizing data at both individual system and cross-system levels ? Ensuring data quality, consistency, and accessibility ? Building proper data governance frameworks ? Creating seamless integration between disparate systems ? Involving end-users early in planning to inform design and build engagement ?? Early user involvement serves dual purposes: it improves system design through valuable front-line insights while fostering the cultural buy-in that's vital for successful implementation. Most importantly, this approach ensures AI solutions are purposefully designed to enhance human capabilities and advance organizational mission. Rushing to implement AI without this foundation risks not only project failure but can actually damage the very cultural readiness that Gallup emphasizes. When leadership moves too quickly or cuts corners on essential planning, design, and testing phases, it erodes trust and creates resistance to future digital initiatives. A solid strategic and technical foundation is essential to protect cultural investments and maximize AI's transformative potential. Without it, even the strongest organizational culture can't prevent implementation failures. What's your experience with AI implementation? Have you seen projects fail due to inadequate infrastructure, haste, or other flaws? ?? Contact TouchPoint One today if your customer contact organization needs help developing data strategy and leveraging AI to enhance CX workforce performance, quality management, process execution, and decision-making. https://lnkd.in/gjfazVkQ #AI #DigitalTransformation #Leadership #DataManagement #OrganizationalChange #OrganizationalCulture #EX #Trust #CX
TouchPoint One
软件开发
Indianapolis，IN 939 位关注者
Cloud-based SaaS Performance Optimization Platform for Work-At-Home, Office, and Hybrid Customer Contact Ops
关于我们
TouchPoint One, LLC (www.touchpointone.com) delivers innovative performance management solutions to the world’s leading contact centers. The Company’s Acuity product is a hosted Software-as-a-Service (SaaS) Contact Center Performance Management solution that collects and assimilates disparate systems data and applies role-based dashboards, intelligent workflows, analytics and game mechanics to establish organizational alignment, drive progressively improved financial and operational performance and enhance the customer experience. Contact Center Performance Management - Simplified A hosted software solution (SaaS), Acuity enables clients to leverage disparate systems data to measure, report, analyze and derive actionable intelligence across every facet of the contact center operation. Acuity helps successful organizations improve employee performance, operational efficiency, customer satisfaction and financial results while reducing compliance, legal and other business risk. Acuity is unlike what you might think about Performance Management Systems – It’s easy to deploy, will align, empower and inspire your personnel, and delivers clear and compelling ROI – at a cost that is likely a fraction of what you’d expect. Our Mission The mission of TouchPoint One is simple – to deliver best-in-class enterprise performance management solutions to the contact center industry that exceed each of our clients ROI (Return on Investment) and service delivery expectations. We are committed to working with customers to help them become more competitive, effective and efficient. Acuity provides the platform that makes it all possible.
- 网站
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https://www.touchpointone.com
TouchPoint One的外部链接
- 所属行业
- 软件开发
- 规模
- 11-50 人
- 总部
- Indianapolis，IN
- 类型
- 私人持股
- 创立
- 2012
- 领域
- empowering contact center personnel、improving contact center performance、decreasing contact center operational & business risk、leveraging contact center data、contact center operations dashboards和gamification
地点
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主要
获取路线
101 W Ohio St, Suite 2000
US，IN，Indianapolis，46204
TouchPoint One员工
动态
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Sharing our CEO Greg Salvato's take on activating servant leadership through gamification, backed by new research published in Nature Magazine. See how A-GAME Leagues bridges theory and practice to transform CX teams! ?? #CXLeadership #EmployeeEngagement #EX #Gamification #ServantLeadership
Happy Monday, CX Leadership Brigade!?? Want to know how servant leadership can transform your contact center performance? Check out this fascinating new research in Nature Magazine's Humanities & Social Sciences Communications by Muhammad Zada (MBA, PhD,Postdoc), Jawad Khan, PhD, et al. that validates what many of us intuitively know?servant leadership transforms employee performance. ?? ?? ?? #ContactCenter #Gamification #ServantLeadership #EX #CX #EmployeeEngagement
Activating Servant Leadership to Boost CX! How TouchPoint One Gamification Bridges the Leadership-Employee Gap
Greg Salvato，发布于领英
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Love this story from our CEO Greg Salvato! It perfectly captures what makes A-GAME Leagues unique - watching senior leaders light up when they discover how gamification can transform their connection with frontline teams. After a decade of innovating in contact center gamification, these moments of leadership engagement still inspire us. They remind us why we pioneered the Xtreme feature - because real transformation happens when leaders don't just support the game, they get in and play it. ?? Proud to see our clients embracing this vision of hands-on leadership. Here's to all the CX leaders out there ready to change the game! ?? #LeadershipInAction #ContactCenterInnovation #ContactCenterGamification #CX #EX
?Inspired to share with you details of a client support session yesterday that left me grateful, energized, - and still smiling! ?? The agenda? "Gamification Xtreme Team Tips and Tricks" - not your typical support call topic (though perfect for a Monday).?? What followed was a fascinating session with senior CX operations leaders and executives from a major national retail pharmacy chain exploring our A-GAME Leagues Xtreme feature. It turned into one of those special moments that remind you why you love what you do – hence the itch to share. Picture a lively virtual gathering of senior CX leaders, their competitive spirits rivaling fantasy sports enthusiasts on draft day, discovering and considering strategies for connecting with frontline employees. Yes, they wanted to master the game mechanics, but what really energized them was the chance to connect with their frontline teams in a whole new way. ?? Three things struck me: ? Their genuine excitement about building bonds with frontline employees they'd otherwise never meet. These leaders instantly grasped how this could transform their organization's culture. ? Their laser focus on mastering not just the mechanics, but the purpose behind the game. From draft strategies to weekly lineups, individual Power Rankings, to engagement tactics — they wanted to understand it all. ? The competitive spirit! ?? These CX pros were ready to leverage every ounce of their leadership experience, creativity, and communication skills to outperform their peers—all in service of elevating employee experience. Oh yeah! No - this wasn't your typical vendor support call. It was a masterclass in leadership engagement, watching these executives light up at the possibility of directly impacting workforce morale, belonging, and well-being. They saw the bigger picture — how this unique approach to gamification could transform employee retention, trust, and ultimately, customer experience. To our enlightened clients who "get it" and embrace this innovative approach to leadership engagement, thank you! Your enthusiasm and the results you achieve make this work incredibly fulfilling. Thanks to everyone who participated yesterday, and Nicole Weathers for facilitating – you made my day and probably the rest of the week, too. ?? For other CX leaders curious about a completely different approach to contact center gamification—one that truly engages the entire CX workforce—I'd love to connect. Sometimes the most powerful transformations happen when we're willing to play a different game. ?? ?????? ------>?https://lnkd.in/gwAWRhHS?<------ #CustomerExperience #EmployeeEngagement #Leadership #ContactCenter #Gamification #WorkforceDevelopment #CX #EX
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??Happy weekend, CX/EX A-GAMERS! Puttin' the Exec in EX! ??
?Hoping you enjoy this super-brief piece about gamification and how we leverage it to involve executives directly and impactfully in CX workforce engagement and EX strategy! Let's put the Exec in EX! ???????
Putting the Exec in EX! — A Game-Changing Approach to Organizational Culture and Employee Engagement
Greg Salvato，发布于领英
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?????????????????? ???????? ???? ???????????????????? ???????? ???????????????? ???? ???????????????????? ?????? Did you know that according to Gallup, 70% of team engagement variance is determined solely by the manager? At TouchPoint One, we believe exceptional managers aren't molded by one-size-fits-all templates—they're empowered by embracing their unique leadership styles. That's why we've developed Sidekick?, a robust, AI-powered coaching platform designed to amplify individuality and drive excellence in every frontline leader. ??????????????????????? ?????????????????? ?????????????? ???????? ????????????????: ? ??????-???????????? ????????????????: Manage every key metric from Quality and Attendance to CSAT and Schedule Adherence from one, real-time console. ? ? ???????????????????????? ???? ????????????????: Dynamic AI-powered guidance strengthens and complements your unique approach. ? ???????? ???? ??????????: Automated notifications keep you on schedule and ensure continuous improvement. ? ?????????????????????????? ?????????????????????? ??????????????: Track and assess all support interactions in the Supervisor Journal. ? ???????????????? ???????????????? ????????: Collect employee feedback through coaching acknowledgments and satisfaction ratings. ? ?????????? ???????? ????????????????????: On-demand gamification lets you heighten attention to key metrics and motivate agents instantly. ? ?????????????????????? ??????????????????: Tailored coaching and performance management forms ensure consistency and save time. Sidekick seamlessly integrates with our Acuity performance management dashboards, quality management, and gamification features to create a comprehensive ecosystem for CX leadership development. ???????????????????? ???? ?????????????????? ???????? ???? ???????????????????? ????????????????? Let's connect and explore how Sidekick can support your team's growth and performance. ?? ?? Schedule a demo today to discover how Sidekick can transform your team's growth and performance - https://bit.ly/3uIZI8I #ContactCenter #CXLeadership #WorkforceCoaching #AgentCoaching #EmployeeEngagement #EmployeeExperience #CX #EX
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?????? ?????? ????????? ?? ?????????????? ?????????????? ?????????? ???????? ????% ???????????? ?????????????????????????? ???????????????? ???? ???????? ?????????????? ????????. ?????????? ?????????????????? ??????'?? ?????????? ???????????????????????????? ????????????????????, ?????????? ?????????????? ???? ?????????? ?????????????? ?????? ?????? ???? ???? (one in two when they do). A-GAME Leagues by TouchPoint One offers a unique solution to boost engagement and trust: ? Gamifies employee performance using a collaborative, team-based model ? Connects remote employee to colleagues ? Engages senior leadership – harnessing their skill, experience, and energy ? Drives measurable, meaningful, reliable improvements ? Maintains excitement with diverse, unlimited themes And delivers real results: ?? 76% reduction in attrition ?? 69% improvement in attendance ?? 11% increase in CSAT ??161% boost in sales ?? Transform your CX operations today – w/ A-GAME Leagues! “Gridiron” season X leagues forming now. https://bit.ly/3uIZI8I #ContactCenter #EX #CXInnovation #Trust #EmployeeEngagement #Gamification
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??Unlock your organization's full potential with a robust data strategy! Are you struggling to harness the power of your people, processes, systems, and data? Does victory seem increasingly out of reach? Don't let outdated approaches hold you back. Transform your CX, workforce management, AI initiatives, and overall business performance with TouchPoint One.? Take the first step towards domination in your industry. Contact us now for a free, comprehensive evaluation of your unique needs and challenges. Our experts will work alongside you to craft a customized data and systems roadmap, propelling you back onto the path of success.?? ??Don't just compete—conquer. Let TouchPoint One be your guide to a data-driven future where triumph is inevitable. #ContactCenterExcellence #DataStrategy #CX #EX #ContactCenter #AI
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?No one articulates the business case for understanding and action on employee experience and engagement better than Gallup’s Jim Harter. Two gems from his latest piece - https://bit.ly/3B0VA73: “?????????? ????????????????, ?????? ?????? ?????????????? ???? ?????????? ??????????????????, ?????? ?????? ?????? ???? ?????????????????? ?????????????????????????? ??????????????????????.”? +++ “???????? ?????????????????? ????????-???????????????? ???????? ?????????? ???????????? ???????????????? ???? ?? ???????????? ???????????????????????? ?????????????? ???????? ???? ????????????’?? 12 ???????????????????? ???????????????? ?????? ?????????????????????? ???????????? ???????????????? ??????????.2 ???????? ???????????????????????? ?????????????? ???????? ???????????????????? ?????? ?????????????????????? ???? ?????????????????? ???? ?????????????????? ???? ???????? ???????????????? ???????????? ?????????????????????? ?????????? ???????? ???? ???????? ???????????????????? ?????? ?????? ???????? ???????????? ??????????-19 ????????????????. ?????????????????????????? ???????? ????????????, ???????????? ???????????????? ???????????????? ?????? ???????? ?????????????????? ???? ?????????? ??????????.” +++ ? Download the latest ?????????? ???? ?????? ???????????? ??????????????????: 2024 ???????????? today. ? Connect with TouchPoint One for contact center performance management, workforce engagement, data and AI optimization, quality and compliance solutions proven to: 1?? strengthen bonds between all levels of management and the frontline workforce 2?? help facilitate Gallup’s 12 engagement elements 3?? drive continuous EX and CX success.? ______________________ #ContactCenter #EmployeeEngagement #CX #EX #Leadership #Gallup
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?? Alright, you contact center bigwigs, listen up! It's game time in A-GAME Leagues Xtreme, and I'm not talking about playing armchair quarterback from your cushy corner office. ?? You want to be a real leader? Then get down in the trenches with your people. I once saw a CEO named Tina draft the lowest-performing agent on purpose. Know what she did? Spent every day for a week sitting side-by-side with that agent, providing guidance, cheering him on. By the end, that agent was MVP material, and Tina? She knew every damn thing about what her people face daily. ?????? That's the kind of servant leadership that wins championships, folks. In Xtreme, you're not just pushing papers and spouting buzzwords. You're in the game, calling the plays, and taking the hits alongside your team. ???? So here's my challenge to you: Ditch the suit, roll up your sleeves, and show your people what you're made of. Draft the underdogs. Celebrate every first down. Be the first one in and the last one out. ????? You've got the whistle. Now let's see if you've got the guts to really lead. Are you ready to let your servant leader freak fly? The clock's ticking. Your move, Coach. ?? #ContactCenter #ServantLeadership #EX #CX #EmployeeEngagement #Gamification #FullSpectrumGamification #A-GAME Leagues
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?? TouchPoint One proudly launches A-GAME Leagues Gridiron X! ?????? Celebrating a decade of gamification excellence in CX and EX performance. Join us to transform your metrics into magic and contact centers into arenas of excellence!?????? #AGameLeagues #GridironX #TouchPointOne #CX #EX #ContactCenter #Gamification
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