CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

Call Center Weekly

JULY 18, 2017

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

CX Global Media

APRIL 27, 2017

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. We all know that employee burnout and low morale negatively impact agent productivity and costs. would fail to meet business objectives, primarily due to poor design. Clic k to Tweet. Make Work Fun.

Gamification 227

Gamification Call Center Morale Contact Center 227

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. The trouble is that Gallup also found only 21% of employees felt they had received recent meaningful feedback.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. Contact center agents praise the company and morale goes way up. Click to Tweet. Agents feel more valued.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model. Brand & Vendor Collaboration

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

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Contact Center Coaching Schedule adherence Abandon rate 74

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). However, recognizing agents a week after they meet performance objectives is not effective.

Morale 60

Morale Gamification Coaching Employee engagement 60

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

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Call Center Surveys Coaching Best practices 136

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. It’s also why, in the absence of the appropriate mindset, coaching and support, this culture of more can backfire. But as leaders and coaches, it’s up to us to recognize and help them break through their self-imposed barriers.

Sales 71

Sales Coaching Personalization Morale 71

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] Meet Soaring Customer Expectations with these 9 Omnichannel Software Features. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. And they can tell.

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Chatbots Call flow Morale Contact Center 128

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. If it’s too ambiguous, they may leave the meeting feeling confused about next steps, or wondering what they did wrong. Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. There are even lots of great little games and polls you can run to keep everyone engaged.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. This will usually include formal QM training sessions, upskilling coursework and micro-coaching.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. At the same time, employees were being stretched at home and work as lines between each blurred more than ever before. Your Sales People Are Watching; Keep Them Engaged!

Sales 52

Sales Morale Coaching Surveys 52

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. And yet despite this awareness, 80% of American adults don’t meet the government’s national physical activity recommendations for aerobic activity and muscle strengthening. Meet aggressive new targets.

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Sales Management Coaching Morale 43

Calltools

AUGUST 7, 2019

2) Focus on Building Rapport During Calls Employees that meet face-to-face with potential clients have the advantage of reading body language. It’s like a football coach playing footage to a team. Use these metrics to boost employee engagement and provide actionable feedback based on hard evidence.

Sales 40

Sales Morale Employee engagement Metrics 40

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Taylor Reach Group

DECEMBER 3, 2018

You have plenty to worry about coaching your less skilled leaders. Scheduling weekly or biweekly one-on-one meetings with each member of your leadership staff will ensure the stellar performers aren’t cheated out of time with you. Your meetings with them will be different.

Contact Center 99

Contact Center Management Morale Coaching 99

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

CSM Magazine

JANUARY 20, 2020

The excellent managers adhere to this quote by Pat Riley, President of the Miami Heat: “A coach must keep everyone on the team in touch with present-moment realities- -knowing where they stand, knowing where they’re falling short of their potential, and knowing it openly and fairly.”. It set a light tone to our brief meeting.

Management 52

Management Coaching Morale Employee engagement 52

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

24-7 InTouch

APRIL 3, 2020

Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses. It also includes one-on-one coaching with leadership staff via video conference.

At home agents 52

At home agents Contact Center Coaching Morale 52

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Meeting performance level expectations is dependent on several factors (technology, reporting, luck) but ultimately it comes down to people. Continuous coaching and training helps mitigate this risk.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Taylor Reach Group

FEBRUARY 21, 2018

Frontline people have statistics to meet, but not supervisors—they’re “management” now, right? The resulting low morale and poor performance on these supervisors’ teams should come as no surprise. Time spent talking to co-workers is now part of the job, so if there’s a bit of extra time spent visiting, what’s the harm? – John C.

Morale 56

Morale Coaching Management Personalization 56

JustCall

DECEMBER 1, 2022

You need to trust that your remote call center agents will meet all responsibilities, expectations, and deadlines because micromanagement is not the answer. Provide your employees with the right tools and support and give them the autonomy they need to do their jobs and make decisions as they see fit. Provide Decision-Making Autonomy.

Call Center 52

Call Center Management Agent burnout Scripts 52

Noble Systems

SEPTEMBER 3, 2019

Handling high volumes of calls, dealing with difficult customers, and working under constant pressure to meet high performance and revenue targets is an every-day experience in the life of a contact center agent. It also lets agents know that the company they work for cares about their well-being and not just their ability to meet targets.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

SmartKarrot

MARCH 23, 2023

Flexibility directly translates into a positive impact on workplace culture and affects the work-life balance of employees and managers alike. It is no secret that a lack of flexibility in the workplace can lead to: Higher stress levels Lower morale Lack of productivity, and Overall engagement So, what can we do to achieve this flexibility?

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

Flexibility directly translates into a positive impact on workplace culture and affects the work-life balance of employees and managers alike. It is no secret that a lack of flexibility in the workplace can lead to: Higher stress levels Lower morale Lack of productivity, and Overall engagement So, what can we do to achieve this flexibility?

Morale 10

Morale B2B Coaching Employee engagement 10

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. When you provide your employees with the best tools and train them well, they can answer questions without additional assistance. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. Higher employee satisfaction.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Noble Systems

FEBRUARY 4, 2019

Continuous feedback also provides many benefits to both employees and companies. Improves employee morale. Sustains employee engagement. Fair and unbiased feedback improves agent morale. It also provides time for additional coaching and leadership and other skill development. Here are just a few.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Netomi

JANUARY 5, 2022

They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

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Customer Experience Customer Service Consulting Consulting 98