ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Fonolo

SEPTEMBER 14, 2023

Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. Using the S.M.A.R.T Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Playvox

MARCH 21, 2024

The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Healthy work environments are usually positive workplaces that value employee health and wellness, education, growth, and goal achievement. Some common attributes of an unhealthy work environment include: Workplace gossip.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

DECEMBER 13, 2022

From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Still, every element of a call center development speaks to two overarching goals: improving your call center and nurturing your agent’s development and engagement. . Let’s start with the basics: .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement.

Best practices 251

Best practices Wireless Enterprise Engineering 251

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. In this post, we’ll cover: What is an employee survey?

Surveys 81

Surveys Employee engagement Feedback Management 81

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Respond quickly.

CRM 235

CRM Best practices Customer Service Metrics 235

ProProfs Blog

AUGUST 13, 2021

What do employees think about your workplace? Satisfied employees stay loyal to your company, work harder, bring innovative ideas to the table, and recommend your workplace to their friends and family. But, studies show that only 29% of employees are satisfied with career advancement opportunities at their workplace.

Surveys 78

Surveys Morale Feedback Construction 78

Calltools

MARCH 22, 2023

Hybrid contact centers offer many benefits both for businesses and their employees. As such, happier agents can lead to happier customers, improving the overall customer experience for your contact center. This simple tactic is one of the easiest ways to help enhance your customer service efforts.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . When it comes to contact center development, what Darnell means is that you must engage. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending NPS surveys via email is one of the most popular ways to distribute the survey. What is NPS?

Surveys 98

Surveys Best practices Feedback Personalization 98

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. In workplaces where interpersonal communication forms the bulk of the workload, employee productivity can have a major impact on both the short and long-term success of the business.

Gamification 52

Gamification Call Center Morale Contact Center 52

SharpenCX

DECEMBER 13, 2021

employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . Measure for Agent Satisfaction.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Fonolo

JULY 28, 2022

Diversity is great for employees and businesses, too. Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience. Three Ways to Drive Inclusive Agent Engagement. Let’s take a closer look. What does DEI really mean? What are Inclusive Hiring Practices?

Call Center 81

Call Center Contact Center Surveys Feedback 81

Fonolo

JUNE 15, 2021

Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage.

Call Center 115

Call Center Contact Center Metrics Morale 115

Babelforce

JULY 13, 2021

Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. It’s possible (and easy) to measure ESat in exactly the same way as CSat; a single question asking employees to rate satisfaction, usually out of 5. That gets you a nice digestible number to follow and improve on.

Self service 98

Self service Call Center Enterprise Metrics 98

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. You’re under a lot of pressure to keep things optimized. .

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. In every industry, managers are the backbone of their workplace. In every industry, managers are the backbone of their workplace. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

JUNE 2, 2022

3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Your customer satisfaction (CSat) scores will also get a boost. TIP: Ensuring agents aren’t overwhelmed by call volumes is a great way to improve agent satisfaction. How Does Accessibility Impact Employee Engagement?

Call Center 81

Call Center Contact Center Employee engagement Technology 81

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business. Here’s your complete guide to improving customer perception of your business.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Fonolo

JANUARY 13, 2022

Some call centers have thousands of employees — just look at Wells Fargo’s call center with over 40,000 employees, or AT&T’s with 47,000! One way is through consistent communication across call center management! One way is through consistent communication across call center management! Be communicative. .

Call Center 81

Call Center Management Average Handle Time Metrics 81

aircall

JULY 23, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn about how to leverage collaboration while working with both in-person and remote employees and how to hire hybrid employees. Now, as herd immunity appears to be right around the corner, we’re in a new era: the hybrid workplace. .

Real estate 62

Real estate Construction Personalization Employee engagement 62

Maru Group

FEBRUARY 14, 2023

Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service. To demonstrate, Maru undertook surveys amongst 600 UK employees who had engaged in learning the month before this survey.

Surveys 78

Surveys Analytics Feedback Personalization 78

Hodusoft

FEBRUARY 8, 2024

Nearly three out of five clients have between one and 150 employees. Investing in the right communication software and systems can go a long way in ensuring the coordination and unification of communication across multiple devices and channels in the MSP industry. As per a recent study , the number is 55 percent to be precise.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Playvox

AUGUST 15, 2022

Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. Overall, key metrics such as job satisfaction and retention rates have increased with the flexibility of remote work. But there’s more to it.

Contact Center 77

Contact Center Gamification Surveys Management 77

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes. How can we improve?

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

CSM Magazine

DECEMBER 13, 2023

Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Use improved communication to address issues before customers notice them.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Surveys 88

Surveys Feedback Benchmark Management 88

Fonolo

JUNE 2, 2022

3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Your customer satisfaction (CSat) scores will also get a boost. TIP: Ensuring agents aren’t overwhelmed by call volumes is a great way to improve agent satisfaction. How Does Accessibility Impact Employee Engagement?

Call Center 67

Call Center Contact Center Employee engagement Technology 67

Satrix Solutions

FEBRUARY 26, 2021

Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization. What is Employee Net Promoter Score?

Construction 78

Construction Employee engagement Surveys Feedback 78

Expivia

MAY 4, 2021

Is there a way to offer incredible customer service and still scale your sales goals? In fact, customer service is the only way you can grow your business. In fact, customer service is the only way you can grow your business. Customer satisfaction and loyalty drive your sales. Educate Your Employees on Customer Service.

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Gartner reports that burnout has been linked to high employee turnover rates in contact centers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84