Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Empower your agents Agents at low-risk of burnout are much more likely to feel empowered than agents facing a severe burnout risk.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Beyond Philosophy

JANUARY 16, 2017

Mistake #2: Allowing negativity to derail your motivation. If efficiency is the destination, motivation is the train you take to get there. However, motivation can’t run when it gets derailed. What derails motivation? Zig Ziglar, renowned salesperson and motivational speaker, called it stinkin’ thinkin’.

Consulting 354

Consulting Consulting Customer Experience Management 354

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Analytics 59

Analytics Contact Center Technology Personalization 59

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee engagement 410

Employee engagement Customer Experience Management 410

ShepHyken

MARCH 4, 2022

While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. . Every employee will consider how their actions impact the customer and try to give them what they value most. Invest in your people.

Customer Experience 181

Customer Experience Customer centricity Sales Marketing 181

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. How Storytelling Creates Engaged Employees.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

Steve DiGioia

FEBRUARY 18, 2019

You can’t serve more customers without a kitchen designed for efficient service and a well-trained team motivated to do so. All needed equipment must be readily available and employee levels set for peak performance to compliment your service goals. It’s Empowering. Empower your team to make decisions to serve your customers.

Sales 212

Sales Customer Service Management 212

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. – Rewarding Excellent Service: Recognizing and rewarding employees who provide outstanding customer service can encourage a culture of excellence and dedication.

Wait times 89

Wait times Feedback CRM Surveys 89

Balto

JUNE 22, 2023

An engaged employee is deliberately contributing to organizational success. Imagine your contact center agents were engaged and highly motivated. Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? Agents want to be empowered to do good work. Talk to your agents!

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Expivia

MARCH 7, 2022

When it comes to employee motivation, money isn’t always the answer. But, even well-paid employees can burn out. Psychic income may be the answer you need to keep your agents happy and motivate them to succeed. However, the end goal is to offer non-monetary rewards that motivate others to take action and succeed.

Construction 98

Construction Morale Feedback Coaching 98

Beyond Philosophy

APRIL 17, 2017

In a letter to employees , Munoz praised the United employees who “followed established procedures” and commended them for “continuing to go above and beyond to ensure we fly right.”. Once business leaders embrace a customer-centric business model, one of the best ways to implement it is to empower their employees.

Airlines 277

Airlines Customer centricity Consulting Consulting 277

ShepHyken

DECEMBER 8, 2017

Adopt a contact center technology which empowers the customers. Employees should be trained in soft skills to better interact with the customers. Having a proactive attitude, well trained and motivated employees who are also supported by the advanced technology will be the cherry on the cake. Conclusion.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . How Do You Motivate a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

Lumoa

OCTOBER 24, 2023

Happiness-Contributing Experiences: Create and deliver meaningful and life-enriching products and services that make customers and employees feel empowered. When your approach to customer experience incorporates these three elements, customers and employees come away feeling pleasant and enriching emotions.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. 3 Crucial Ways to Drive Customer Success in your Contact Center : Read about how to gather and use customer feedback and empower your agents.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We’ve all experienced that! May 19, 2020.

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Aspect

APRIL 21, 2021

U nderstanding what motivates your agents is key to creating a work environment that is performance based. This helps ensure that agents are empowered, supported, and have the right amount of time in the day to do what they need to. . Many employees don’t like chang e because change is often viewed as the harbinger of failure.

Contact Center 62

Contact Center Schedule adherence Education Metrics 62

Beyond Philosophy

AUGUST 18, 2022

If you can motivate yourself in that way, you are considered high in conscientiousness. For example, it feels empowering to know why you think the way you do in situations and realize there isn’t anything wrong with you if you feel anxious in social settings or haven’t had enough social interaction.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

JUNE 9, 2022

Motivations for Wanting Self Service Vary. Experts will find self-service empowering, whereas non-experts may find it worse or intimidating. Other motivations might drive people to self-service, too. Another example of a motivation toward self-service might be feeling stupid because you don’t know about something.

Self service 222

Self service Airlines Chatbots Consulting 222

Anexa BPO

DECEMBER 9, 2022

The goal is to create a work environment that fosters high levels of employee motivation, engagement, and commitment, leading to improved organizational performance and competitiveness. One important aspect is employee involvement and empowerment. Another important element of a HPWS is employee development and training.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Employee engagement 52

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. So, how do you create empowered call center agents who can deliver great service day-in and day-out? Here are some of the key strategies we use to support and empower our agents.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Call Design

JANUARY 20, 2022

A highly motivated and engaged workforce delivers a more personalised customer experience and elevates handling time and workplace efficiencies. Engagement Empowers Agility. With this in mind, contact centre managers are empowered to consider an array of methods to build engagement. Start with Engagement.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Aspect

MARCH 30, 2020

No – it is all about how one leads and motivates a workforce that is spread out across tens or hundreds of independent sites called “homes.”. With that baseline, leaders must contend with the following next steps: Micro-managing versus empowering. Measuring self-motivation versus assuming distraction. So – let’s break it down.

Government 153

Government Contact Center Education Consulting 153

Call Design

AUGUST 30, 2022

Find how intelligent automation is empowering contact centres and helping them overcome some of the challenges they face: The Expense and Loss of Experience due to high Employee Attrition rates. Intelligent automation empowers not only agents but the whole workplace environment. Cost of Labour .

Coaching 78

Coaching Best practices Metrics Management 78

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? How does this help?

Gamification 52

Gamification Sales Morale CRM 52

Beyond Philosophy

JUNE 11, 2021

Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. You can also reallocate your resources.

Airlines 249

Airlines Accountability Banking Telecommunications 249

Blueship Call Center

OCTOBER 9, 2023

Genuine, ongoing dialogues with your employees will aid in performance improvement and boost client retention. Often, when businesses strive to improve their performance management systems, they are motivated by the company’s bottom line. Establish a system for rewarding and recognising employees.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Nicereply

JUNE 17, 2021

Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors. They’re a team of about 20 people, consisting of full-time and contracted employees, distributed across the U.S., And we enjoy newsletters and blogs with great, relevant content.

Feedback 105

Feedback SaaS B2B Education 105

Nicereply

MAY 1, 2023

In this blog, we will discuss nine ways for building customer loyalty, retain customers and create brand champions in the year 2023. 2 Empower Employees When employees are empowered to make decisions that benefit customers, customer satisfaction and loyalty can improve significantly.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Nicereply

OCTOBER 4, 2022

Empower customer experience and win loyal customers. The best way to accomplish that goal is to empower your CX leaders with the tools they need to succeed. Empowerment in customer experience is about giving your employees the resources, tools, and authority to serve your customers well. These 12 tools will help you with that!

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Nicereply

NOVEMBER 3, 2022

Real customer centricity must be embedded in your business strategy, goals and priorities, corporate culture and values, as well as the day-to-day activities of your employees. Are they empowered to do whatever it takes to provide outstanding service experiences and exceed customer expectations? times higher revenue growth and 2.2

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Totango

MARCH 1, 2022

workforce, less than one in five employees in the tech industry are women? Also, women are still expected to be great employees, and to some degree, great caregivers, so it’s important to empower a culture that recognizes this flexibility to be both. Did you know that while women make up more than 50 percent of the U.S.

Education 100

Education Technology Engineering Enterprise 100

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. This is necessary because the employees need a working space that boosts creativity. This costs nothing, but when the employees are working, it helps them be more productive and creative.

Call Center 182

Call Center Management Scripts Coaching 182

CSM Magazine

MARCH 31, 2023

Sexual harassment is a serious problem that has plagued workplaces for years and can damage employees’ physical and mental well-being. Learning to comply with these guidelines often entails studying the employee handbook, attending organized training or workshops, and regularly seeking out any updates to existing policies.

Construction 52

Construction Education Personalization 52

ClientSuccess

DECEMBER 12, 2022

Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. Blog Posts: • How and When to Scale Your Customer Success Team. • Shortcomings of Base + Bonus Model. Let me highlight one challenge by sharing an example.

Management 87

Management Accountability Sales Upselling 87