Joyce Maroney, director of The Workforce Institute at Kronos Incorporated, welcomes Dr. Scott Spera, director of analytics solutions at Convergys, on the Workforce Institute Radio podcast series to discuss using data measurement and best practices to put the right employees in the right place to deliver a great customer experience. Through his work designing and implementing customer experience measurement and improvement programs, Dr. Spera lends insight to the following questions:

  • According to the data, what is the correlation between improved customer experience and higher revenue for successful organizations?
  • Are there common drivers of high employee engagement that are evident in the best practices of Convergys’ highest performing clients?
  • How can leaders within an organization build and sustain a culture where engagement thrives and leads to better customer service?
  • What are the most common causes for an organizational disconnect between what a company strives to be and how employees actually act?


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The Workforce Institute provides research and education on critical workplace issues facing organizations around the globe. By bringing together thought leaders, The Workforce Institute is uniquely positioned to empower organizations with the knowledge and information they need to manage their workforce effectively and provide a voice for employees on important workplace issues. A hallmark of The Workforce Institute’s research is balancing the needs and desires of diverse employee populations with the needs of organizations. For additional information, visit

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About Kronos Incorporated

Kronos is the global leader in delivering workforce management solutions in the cloud. Tens of thousands of organizations in more than 100 countries — including more than half of the Fortune 1000® — use Kronos to control labor costs, minimize compliance risk, and improve workforce productivity. Learn more about Kronos industry-specific time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications at Kronos: Workforce Innovation That Works™.


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