SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. Organizations that have over 50% employee engagement retain 80% of their customers.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

ShepHyken

AUGUST 18, 2023

Striking the Right Balance Ensuring Employee Training and AI Adoption Proper training and support are essential for employees to embrace AI effectively. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

JustCall

NOVEMBER 24, 2022

So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals. This leads to higher turnover, less stress, and better morale in the workplace. Create Growth Opportunities.

Morale 52

Morale Call Center call center workforce Metrics 52

NobelBiz

MAY 12, 2022

It’s not a mandatory activity, but more than half of our team join every session, taking advantage of the 30-minute training. Feedback has been positive, with people being happy with the opportunity of joining a live yoga training with an authorized instructor. Remotely, of course. It’s not a hard thing to set up.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee engagement 240

Employee engagement Morale Personalization Customer Experience 240

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Personalization 59

Fonolo

APRIL 15, 2020

Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. These can’t improve through training alone.

Coaching 91

Coaching Customer Service Scripts Morale 91

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop.

Customer Service 210

Customer Service Airlines Employee engagement Morale 210

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

JANUARY 24, 2020

Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business. More often than not, bad customer service can be attributed to employee ambivalence.

Customer Service 329

Customer Service Employee engagement Morale Technology 329

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. These are the Tips that Will Help You Achieve That. .

Journey mapping 267

Journey mapping Customer Service Employee engagement Morale 267

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

ShepHyken

FEBRUARY 3, 2021

When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. The employees quit, which is understandable.

Morale 376

Morale Surveys Management Customer Service 376

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

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Call Center Weekly

JULY 24, 2017

Trust is a result of listening to staff, engagement, and inclusion. As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them. Agents need to be built up by the leadership team.

Contact Center 273

Contact Center Morale B2C Coaching 273

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Calltools

FEBRUARY 3, 2021

If you have a talented and well-trained sales team, your success is almost guaranteed. Replacing that many employees is prohibitively expensive. You lose time and money while you train replacements. You can reach this goal by enhancing your hiring, training and evaluation practices. Training Call Agents.

Call Center 52

Call Center Sales Morale Technical Support 52

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Recruit the right people and train them well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

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

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. Improve training to address gaps. Training your agents is essential when optimizing call center performance. Conclusion.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Calltools

AUGUST 7, 2019

Each member of your sales team needs the right training to reach his or her goals. You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program. Recording sales calls makes it possible for you to provide examples during training feedback sessions.

Sales 40

Sales Morale Employee engagement Metrics 40

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Employee engagement and empowerment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Outsource Consultants

DECEMBER 15, 2022

The first step to providing employees with the skills they need to advance is to provide resources, such as training programs and opportunities for further education. Allowing agents to spend more time in training programs or relevant seminars can improve morale in the long run, even if it temporarily means less time on the phone.

Morale 67

Morale Call Center Contact Center Education 67

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. According to Harvard Business Review , engaged employees deliver better customer experiences. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

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

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. Professional development frequently involves additional training and/or exposure. The challenges in this stage are employee engagement and retention. So Do Employees! The post Customers Have Life Cycles. Guess What?

Banking 223

Banking Enterprise Consulting Consulting 223

Callminer

JUNE 18, 2020

Asking a departing employee why they have chosen to call it quits with your company can help you assess its most glaring faults more clearly. Issues that may have led to your employee pulling the plug on their position can range from poor training to insufficient tools.

Call Center 182

Call Center Morale Feedback Analytics 182

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. A 2022 report by Mental Health America showed that in some organizations, as few as 3% of employees felt the business worked to train managers to be supportive of mental health concerns.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? From customer data to employee network connections, remote offices make your call center vulnerable to cyber hacks and malware. . Maintaining Workplace Morale. Moral support. Onboarding.

virtual call center 87

virtual call center Call Center Management call center software 87

Playvox

FEBRUARY 20, 2024

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. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers. Hiring new people isn’t cheap, nor is training them.

Morale 189

Morale Call Center Contact Center Surveys 189

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. >> Read Next: What’s the Cost of Employee Turnover in Your Call Center?

Call Center 128

Call Center Metrics Benchmark Contact Center 128