Beyond Philosophy

APRIL 17, 2015

Last summer, Wal-Mart employees were striking all across the nation demanding better pay and benefits, more full-time employment opportunities, and a safe environment in which to voice their complaints to management. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

CSM Magazine

APRIL 7, 2023

And what role do employers play in cultivating an inclusive workplace? By creating an inclusive environment, employers can help ensure that everyone has an equal opportunity to succeed. What role do employers play in cultivating an inclusive workplace? But what exactly does that mean?

Advertising 52

Advertising Customer Service 52

Fonolo

MAY 27, 2021

Give your agents the opportunity to choose their preference. Would you recommend [organization] to your friends as an employer? That’s why it’s so important for employers to take an active role in employee engagement. If your agents aren’t happy at work, they’re far less likely to recommend you as an employer to their friends.

Call Center 136

Call Center Surveys Coaching Best practices 136

Call Center Weekly

FEBRUARY 11, 2019

With their 1980’s + vintage years, the modern workforce is vocal and self-assured so it is not hard to figure out if or when they are dissatisfied with their employers. Newer companies will naturally have shorter average lengths of employment, while more established companies should see longer average lengths.

Finance 185

Finance Advertising Contact Center Call Center 185

Fonolo

JULY 28, 2022

More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards. Though the end goal should be the same—to provide a safe and equal workspace for every employee—the way your call center gets there will be entirely unique.

Call Center 81

Call Center Contact Center Surveys Feedback 81

Peter Lavers

FEBRUARY 27, 2018

This involves training an agent to suss out why a customer is making a request and come up with an equally (or close to equally) beneficial outcome. One of the most useful for employees and employers comes in the form of scheduled 1:1 time between managers and agents. That’s where coaching comes in. Coaching can take many forms.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

JivoChat

FEBRUARY 15, 2023

If the answer to all these questions is yes, then you might have started thinking about the marketing skills all these employers are looking for in candidates. Data is equally important as it provides you with some details about the behavior of people online that can inspire you to find solutions. Is this your dream career?

Marketing 75

Marketing Personalization Technology 75

Sykes

MARCH 5, 2020

Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality. An equal world is an enabled world.”. Collectively, each one of us can help create a gender-equal world.

Education 90

Education Coaching Accountability Technology 90

Anexa BPO

NOVEMBER 24, 2023

The recent micro-store phenomenon introduces opportunities for retailers and e-tailers to improve customer (CX) and employee experience (EX). It also offers an opportunity for native ecommerce retailers to open a micro-store and expand their customer interactions on a personal, local level.

Personalization 52

Personalization Marketing Technology Customer Service 52

Playvox

MARCH 12, 2024

That’s equal to 9% of global GDP. In a call center or support center, examples of intrinsic motivators include recognition for a job well done, opportunities for personal and professional growth through a defined learning path, and a meaningful and challenging work environment.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

JANUARY 13, 2022

These factors are megatrends that require contact centers to greatly improve the employee experience in order to become an employer of choice. Because so many businesses now use a work from anywhere model, there are plenty of potential employers for these workers to choose from. . Technology always needs focus. Gen Z Has Arrived.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

CSM Magazine

AUGUST 8, 2023

As an employer, this is more than just another round of paperwork. It’s your opportunity to guide your employees in making informed decisions about their health coverage. Hence, going over them can ensure everyone starts on equal footing. Open Enrollment season is upon us. Many employees might not be aware of these basics.

Entertainment 52

Entertainment Education Personalization 52

Call Center Weekly

NOVEMBER 26, 2018

In Six Sigma Lean terms, New York Knicks basketball is a process that yields a heartbreaking ratio of defects to opportunities while simultaneously generating even higher levels of waste. I quote our third US president only to remind us that all people – while I believe equal - are not created the same. And here they are at your door.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Russel Lolacher

AUGUST 1, 2022

A few reasons she is awesome – she is Canada’s first Chief Accessibility Officer (CAO) serving as an independent special advisor to the Ministry of Employment, Workforce Development and Disability Inclusion. Accessible Employers. Accessible Employers. Connect with Stephanie on her platforms: Linkedin. PLAY AND SUBSCRIBE.

Government 98

Government Personalization Education Employee engagement 98

Comm100

NOVEMBER 14, 2023

It’s about fostering an environment where all employees have equal opportunities. Accessible software is a clear signal to staff that their employer values their contribution and wellbeing. However, the goal should stretch beyond avoiding legal repercussions.

Technology 52

Technology Morale Customer Service 52

Jon Arnold

JUNE 29, 2022

Below: Keith Sonderling, Commissioner, US Equal Opportunity Employment Commission; David Jodoin from Nynja (photo - Glenn Goldberg); FOW Expo program schedule.

Contact Center 83

Contact Center Accountability Technology 83

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. Plus, it provides equal access to development opportunities. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding.

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Select VoiceCom Blog

JANUARY 3, 2023

The country is a prime candidate for outsourcing opportunities because of its immense talent pool present and its residents’ advanced proficiency in English. If you’re a business looking to outsource Filipino professionals, you should first understand the local laws that would enable this employment relationship to run smoothly.

outsourcing 52

outsourcing Business Process Outsourcing Government Education 52

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

Benchmark 75

Benchmark Surveys 75

CSM Magazine

NOVEMBER 10, 2023

The Impact of Customer Reviews on Business Success When online businesses offer great service and offer their customers opportunities to provide in-depth feedback, these individual insights can have a profound impact on a business’s long-term success.

Feedback 52

Feedback Customer Support Customer retention Enterprise 52

Beyond Philosophy

FEBRUARY 6, 2019

There is a massive opportunity for companies to do better. It’s rare to have a company put the customer first or even equal to themselves. Learning how to make a business case is essential to your success—and continued employment. Rightly so, to be honest. If you can’t produce results, you shouldn’t get the resources.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CSM Magazine

MARCH 15, 2024

Table Rules and Variations Not all blackjack tables are created equal. These simulators afford the opportunity to practice various scenarios and strategies without any risk, providing a practical demonstration of how table rules affect the game’s outcome. It’s their job to find a table where the shoe doesn’t shuffle very often.

Customer Experience 52

Customer Experience Entertainment Management Technology 52

Liveops

FEBRUARY 12, 2020

People are taking ownership of their careers and are looking for more fulfilling opportunities. Millennials and Generation X each equal about a third of the working population. There are more workers than jobs in the market, so job-seekers can be selective when finding new opportunities. Meaningful opportunities are important.

virtual call center 71

virtual call center Construction Call Center Enterprise 71

OctopusTech

MARCH 1, 2023

These call centers organize phone support queues and equally distribute calls to reps on the service team. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. That can lead to data overload and the really important metrics can get lost in the shuffle.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Sykes

MARCH 5, 2020

Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality. An equal world is an enabled world.”. Collectively, each one of us can help create a gender-equal world.

Education 52

Education Coaching Accountability Technology 52

Fonolo

JUNE 2, 2022

That also opened more opportunities for people who couldn’t perform call center work before the pandemic. Regular check-ins are equally as important as asking in the first place. Managers need to have a thorough understanding of DEI and should be provided separate learning opportunities specifically for DEI regarding management.

Call Center 81

Call Center Contact Center Employee engagement Technology 81

Liveops

FEBRUARY 12, 2020

People are taking ownership of their careers and are looking for more fulfilling opportunities. Millennials and Generation X each equal about a third of the working population. There are more workers than jobs in the market, so job-seekers can be selective when finding new opportunities. Meaningful opportunities are important.

virtual call center 62

virtual call center Construction Call Center Enterprise 62

CSM Magazine

APRIL 4, 2022

Employee turnover is not just an irritation for employers, it can and does add up to a waste financially. Recognition and rewarding hard work are two of an employers’ largest tools when it comes to reducing employee turnover. It should go without saying that employers that offer competitive salaries lead to happier employees.

Construction 52

Construction Employee engagement Management Analytics 52

Beyond Philosophy

MAY 28, 2020

Therefore, Sutherland reasons, if you extend the broader thinking of the marketer to your problems, you open the opportunity for different reasonable solutions. When stores began charging for bags, an amount equal to 10 cents, usage of plastic bags has decreased by an incredible amount.

Metrics 371

Metrics Engineering Consulting Consulting 371

COPC

FEBRUARY 15, 2024

Furthermore, there are ethical considerations about employing AI to observe and assess performance during training, especially when these evaluations contribute to decisions about continued employment. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Aspect

APRIL 4, 2019

Ian Jacobs, Principal Analyst at Forrester, puts it this way, “Unhappy contact center agents equal unhappy customers. Last year, Aspect surveyed 500 contact center agents in its 2018 Aspect Agent Experience Index Survey in an attempt to better understand what agents want and how their contact center employers can keep them engaged.

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Fonolo

JUNE 2, 2022

That also opened more opportunities for people who couldn’t perform call center work before the pandemic. Regular check-ins are equally as important as asking in the first place. Managers need to have a thorough understanding of DEI and should be provided separate learning opportunities specifically for DEI regarding management.

Call Center 67

Call Center Contact Center Employee engagement Technology 67

CSM Magazine

JUNE 22, 2023

Strengthen Your Company Brand A strong employer brand is a powerful tool for attracting top talent. To do this, you should develop a diversity and inclusion strategy that emphasizes equal opportunity and promotes a culture of respect and understanding. This will help job seekers to remember you after the event is over.

Education 52

Education Employee engagement Feedback Analytics 52

CSM Magazine

SEPTEMBER 29, 2022

Whilst service with respect is extremely important, it is equally important to remember that our customer service teams are still human beings themselves. That’s why, beyond the necessary training and development we give to our team, we also give them voluntary opportunities for growth. Tuesday: Service with Respect Day .

Customer Service 52

Customer Service Technology Personalization Management 52

Upstream Works

MAY 27, 2021

With cloud solutions like the Amazon Connect contact center, work opportunities for agents are not constrained by proximity to home. This enables the contact center to draw from a broader pool of agents without geographic boundaries and provides agents with more opportunities for work.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

CSM Magazine

DECEMBER 10, 2021

According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Think about how you can build in career growth and upskilling opportunities that demonstrate an understanding of their long-term goals.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Comm100

MARCH 14, 2022

Imagine the frustration of these individuals when they receive a slow response while attempting to access much-needed government services like employment assistance or questions around immigration status. On a public-facing service site, this can create more opportunities to understand citizen needs and direct resources more appropriately.

Government 81

Government Wait times Surveys Accountability 81