CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Don’t underestimate your employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Don’t underestimate your employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Call Center Weekly

DECEMBER 13, 2017

Depending on what survey you read, you may be led to believe GenY is the job-hopping generation and they don't like following the rules and regulations. Add on top of that childcare expenses, and you will have unhappy employees who will be looking to quit or find another job. Engagement Be engaging and cut out the hierarchy.

Coaching 149

Coaching Employee engagement Education Surveys 149

CSM Magazine

OCTOBER 17, 2023

Calabrio’s latest survey reveals that UK contact centres are leading the way in having a hybrid workforce (72%) while the same majority believes remote-working is having a positive impact on the customer experience (CX).

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. For example, in the US and DACH regions, promoting and facilitating internal messaging between employees is a highly effective but relatively simple and cost-efficient way to improve agent engagement.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52