CCNG

AUGUST 21, 2021

There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success. Only 5 percent of respondents stated that existing compensation and related programs were adequate.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. However, it is of critical importance that every employee’s experience with your company be taken seriously. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CCNG

JANUARY 31, 2024

According to a recent PWC Annual Global CEO survey, 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues its current course. According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization.

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

CCNG

AUGUST 10, 2022

Find out from Mindy Lentz … The plague of Adult Temper Tantrums How to be the superhero that saves the day Hiring passion for what your brand offers A FANTASTIC employee discount program Solving for "Service Fatigue" Keeping remote agents engaged -Not how are you but how ARE you?

CCNG 195

CCNG Contact Center Customer Care Surveys 195

C3Centricity

FEBRUARY 27, 2024

Reduced Resistance : Atomic changes are met with less resistance from employees since they are usually less dramatic. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. So clearly atomic changes are the way to go.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., My Comment: Customer service training is one of the most important types of training you can provide your employees – all of them! Not just the front line!) accounting, legal services).

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Interaction Metrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. Former IBM CEO Ginni Rometty said, “Diversity and inclusion are not policies and programs. But it’s no secret that DEI programs can be controversial. It’s the way an organization conducts itself.

Metrics 62

Metrics Surveys Employee engagement Consulting 62

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8 This, in turn, leads to higher customer retention and increased profitability for the business.

Morale 78

Morale Gamification Contact Center Quality management 78

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Interaction Metrics

DECEMBER 13, 2023

” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. Diversity refers to who your employees are.

Surveys 62

Surveys Benchmark Feedback Best practices 62

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind.

Surveys 98

Surveys Best practices Feedback Personalization 98

CSM Magazine

DECEMBER 23, 2023

With so many organizations diverting time and resources towards wellness programs of late, it’s fair to assume that most employers are confident these actions will be mutually beneficial. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Start with your customers’ voices and the friction points they articulate on calls, surveys, and social media. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

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. No, I Don’t Want to Take Your Survey By Gerry McGovern . Am I your employee?

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Surveys 88

Surveys Feedback Benchmark Management 88

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

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. So, back to the question: What is the biggest risk your Customer Experience program can pose to your business? While the benefits may be clear, the risks do not get as much attention. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Maru Group

FEBRUARY 14, 2023

Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service. However, there is more to evaluating the effectiveness of an L&D program than meets the eye.

Surveys 78

Surveys Analytics Feedback Personalization 78

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve? You may even face opposition to some

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Effective, respectful communication towards customers and other employees. Here are 5 things to consider while crafting your program: .

Call Center 141

Call Center Contact Center Employee engagement Technology 141

Call Design

AUGUST 25, 2021

The commitment to gamification technology from companies worldwide is incredible, as more companies place a greater emphasis on employee development. Here are some reasons why companies worldwide are choosing to invest in gamification and incorporating them into their training and development programs: Encourages Ongoing Development.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

delighted

MARCH 29, 2022

Do you know if your employees are satisfied? Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. But you can’t understand – or improve – employee satisfaction without asking your people about it. Improve employee happiness.

Surveys 89

Surveys Feedback Morale Management 89

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” It makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the organization’s success.? Get Employee Engagement Research Insights.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Negative reputations, regardless if created by a scandal, bad senior executive behavior, poor business practices, or dissatisfied employees is causing serious problems for contact centers. Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

COPC

NOVEMBER 15, 2023

This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding program. The guide will focus on aligning expectations, skills, and engagement for successful call center operations. It is a problem, but not the problem.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95