Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 302

Benchmark Feedback Customer retention Consulting 302

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? Contact center work is tough.

Employee engagement 207

Employee engagement Contact Center Coaching Marketing 207

Beyond Philosophy

MAY 18, 2023

Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Knowing your emotions is effectively knowing how you feel, from stressed to annoyed to happy. EQ Realm #3: Motivating yourself. Some of the best leaders have a higher EQ than IQ. The same goes for customer service representatives.

Management 195

Management Personalization Call Center Customer Experience 195

Monet Software

JUNE 10, 2021

We all love a win-win. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. It’s important to discuss the schedule at the start of an employee relationship, so the demands don’t come as a surprise.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? Contact center work is tough.

Employee engagement 184

Employee engagement Contact Center Coaching Marketing 184

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Whoever gets closest to their partner’s sketch wins! .

Call Center 141

Call Center Contact Center Employee engagement Technology 141

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

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. It’s the classic idea that to effect change, one must realize that the pain of change is less than the pain of staying where you are.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. Incorporate feedback.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Fonolo

FEBRUARY 17, 2022

After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. . Your first step to keeping agents happy and working efficiently is creating and executing a thorough call center workforce management (WFM) strategy. . Try starting with these 3 steps to kick off your WFM plan.

call center workforce 87

call center workforce Call Center Management Contact Center 87

Integrity Solutions

JUNE 13, 2023

They are the key to employee engagement, satisfaction and retention. It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. It’s one of the cardinal rules of effective coaching: Listen more than you speak. Trust in leaders.

Coaching 86

Coaching Employee engagement Sales Management 86

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Repetitive tasks 3. To avoid burnout, you can follow these strategies: 1. Use modern software like auto-dialers 3. It’s caused by: 1. Excessive workload strict metrics 2. Manageable workloads 2.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CSM Magazine

NOVEMBER 14, 2023

Here are a few quick-win ideas to bridge the gap: 1. Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. Involuntary attrition refers to employees that leave for extenuating circumstances (like relocation or illness).

Call Center 87

Call Center Contact Center call center workforce Morale 87

SharpenCX

SEPTEMBER 30, 2020

COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Here are four strategies to follow to keep up with the future of omnichannel. So when your company considers where to place its efforts in omnichannel strategy, keep your customers’ needs and interests at the forefront. Keep it personal(ized).

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Nicereply

MARCH 14, 2023

Books are a fantastic resource to develop a brand new skill or to complement and improve an existing skill—like leading a team or hiring effectively. Similarly, hearing stories acts as a kind of mental flight simulator, preparing us to respond more quickly and effectively.” Books on business acumen 3. Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

delighted

FEBRUARY 2, 2022

And while the saying may not be referring to the employee lifecycle, the sentiment certainly rings true within the workplace. The employee lifecycle is the journey employees embark on when they first join your organization and lasts through to when they leave (and sometimes beyond that). What is the employee lifecycle?

Surveys 87

Surveys Feedback Metrics Employee engagement 87

Callminer

OCTOBER 3, 2019

Expert Tips for Hiring the Best Call Center Representatives (and Keeping Them Engaged). Look for ‘social employees.’ “In The profile of the very best talent is a ‘social employee’ who goes above and beyond to contribute to the success of the business. The character of these people will shape the company’s future.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

bold360 Blog

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Customer Support 98

Customer Support Self service Wait times Engineering 98

delighted

NOVEMBER 23, 2022

Employee feedback is an instrumental part of creating a feedback culture, which enables employees to understand exactly what they need to do to thrive in their role. When done right, providing continuous employee feedback can dramatically improve employee engagement – guaranteeing improved productivity and employee success.

Feedback 52

Feedback Construction Surveys Morale 52

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Branded communities step in as an effective way to get around the too-many-to-listen-too barrier. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

TechSee

OCTOBER 15, 2019

For that reason, successful retention activities encompass multiple strategies, tools and technologies, all geared toward winning the hearts and minds of customers. Companies should empower employees to react appropriately to a dissatisfied customer by authorizing them to resolve a range of problems on the spot to avoid escalation.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

JustCall

MARCH 9, 2023

Gamification is known to enhance loyalty, customer engagement, and motivation. In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. The need of the hour? Let’s get going.

Gamification 52

Gamification Sales Morale CRM 52

TechSee

APRIL 16, 2019

Contact center managers need clear strategies to create efficient, productive and effective teams. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Satrix Solutions

AUGUST 12, 2020

In order to effect positive change, it’s vital to understand the real reasons customers are leaving so you can take the appropriate steps to reduce or eliminate the frustrations other customers may be feeling as well. Read the tips on customer churn prevention strategies for additional examples. Monitor customer churn (i.e.

Customer Experience 88

Customer Experience Accountability Sales Metrics 88

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX). They also need to win them over — a process that starts and ends with a good customer experience (CX). That’s marketing and CX.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Integrity Solutions

JUNE 13, 2023

They are the key to employee engagement, satisfaction and retention. After all, employee engagement is rooted in emotional factors, and managers, their coaching effectiveness and the coaching culture they create can make or break those emotional ties. Why Does an Employee Coaching Culture Matter?

Coaching 52

Coaching Employee engagement Sales Management 52

SharpenCX

JUNE 30, 2021

Research shows, customers with the strongest omnichannel strategies boast higher revenue, better customer engagement, and improved customer retention. And, another 46% of customers say they’ll abandon a brand when their employees aren’t knowledgeable. But now we know: the omnichannel customer experience isn’t going anywhere.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Talkdesk

OCTOBER 15, 2020

To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment. . Use these three tactics to win back your lost clients: 1. Deliver the best results with the best talent.

Banking 67

Banking Cloud contact CRM Contact Center 67

Fonolo

JULY 5, 2023

4 Ways Your Employees Impact Customer Perception Billionaire entrepreneur Richard Branson once said: “I have always believed that the way you treat your employees is the way they will treat your customers.” Here are four concrete ways employees impact your brand’s customer perception. Just make sure you fix your mistakes!

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

JustCall

MARCH 6, 2023

Bain & Company claims that “happy employees make for happy customers.” ” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives. .” Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. Lost ROI on customer acquisition cost.

Engineering 62

Engineering CRM Marketing Enterprise 62

aircall

JANUARY 21, 2022

But what does a successful hybrid-ready sales strategy look like? Technology is the foundation of any effective remote or hybrid sales team. . Win-win-win. A fully-fledged cloud-based calling app marketplace can provide countless ways to optimize your sales strategies, with tools like: .

Sales 62

Sales CRM Scripts Coaching 62

Comm100

SEPTEMBER 13, 2021

It’s an opportunity for organizations to stand apart from their competitors and win business by catering to today’s customer demands. Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy.

Customer Service 86

Customer Service Construction Technology Benchmark 86

JustCall

MARCH 9, 2023

The call center industry has grown to become a $180 billion industry in the United States, which employs over 5 million employees globally. Engage in Job Shadowing Job shadowing is one of the most successful and effective ways of the adage, ‘lead by example.’

Call Center 52

Call Center call center software Construction Best practices 52