Playvox

APRIL 11, 2023

When employees feel connected to their jobs and have meaningful goals, agent performance increases. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Justin’s word of the year for 2021 is “integration”. She also discussed the importance of employee engagement, especially for remote workers. Customer experience (CX) continues to be a hot topic in the contact center world.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ChurnZero

JUNE 18, 2021

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. Energage (formerly known as WorkplaceDynamics) is a leading provider of technology-based employee engagement tools that help leaders to unlock potential, inspire performance, and achieve amazing results within their organizations.

Real estate 98

Real estate Government Employee engagement Surveys 98

Monet Software

MARCH 4, 2021

And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 2 Employee engagement improved. Speaking of employee engagement, it recently got a big boost in many SMB contact centers.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Momentum Telecom

DECEMBER 21, 2020

T hey’ll still be there when office s start to reopen in 2021 , right ? . At some point in 2021, it’s anticipated that we’ll start to again fill stadiums and head to the aters. Online learning , however, will continue to play an important role into 2021, and beyond. Not exactly. .

Entertainment 98

Entertainment Education Technology Employee engagement 98

ShepHyken

DECEMBER 3, 2021

In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Dan Martin joined Xpress Global Systems, LLC (XGS) as Chief Executive Officer in April 2021.

Customer Experience 344

Customer Experience Transportation Feedback Metrics 344

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. The post Workforce Management in 2021: Better than Ever appeared first on DMG Consulting.

Management 67

Management At home agents Contact Center Self service 67

CSM Magazine

OCTOBER 26, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in WorkL Workplace of the Year Awards 2021, supported by The Telegraph, which acknowledges businesses with high employee engagement. For more information on the WorkL Workplace of the Year Awards visit [link].

Employee engagement 52

Employee engagement Marketing Customer Service 52

SharpenCX

SEPTEMBER 30, 2020

Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. As we spend more time on our phones, people are engaging with more brands. Consider these tech and contact center trends in 2021.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 246

Customer Experience Advertising Employee engagement Sales 246

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. A 2021 Gallup survey found that a mere 23% of U.S. Gamify teamwork, productive behaviors, KPI performance and senior leadership engagement.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. The post Know These 4 Customer Experience Benchmarks to Succeed in 2021 appeared first on COPC Inc. Improving CX remained a priority. Download the report now !

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

Hello Customer

MAY 19, 2021

As demand increases, the importance of human based customer care centers will keep on growing throughout 2021. That’s why more and more people are being hired and re-skilled by companies to make sure they are able to serve the customer and meet their needs in the best way possible. To wrap up. And it won't disappear any time soon.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. Employee Engagement Tip #1: Invest in communication. Top Contact Center Technology Trends in 2021.

Call Center 151

Call Center call center software Employee engagement Gamification 151

SQM Group

APRIL 13, 2022

2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to help lower turnover by increasing employee engagement and motivating agents to improve customer service.

Employee engagement 89

Employee engagement Customer Service 89

Satrix Solutions

JULY 28, 2021

These include higher customer retention, repurchase, and renewal, as well as a better reputation in the market (which leads to higher sales win rates), and stronger employee engagement (which means lower employee attrition). Heather Timney 2021-06-10T10:15:42-07:00 Do B2B Customer Referral Programs Work?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Edify

MARCH 1, 2022

Business and workplace experts have long discussed the importance of the employee experience and the ongoing employee engagement dilemma, which has been a thorn in organizations’ sides for decades. Gallup recently reported, "For the first year in more than a decade, the percentage of engaged workers in the U.S.

Employee engagement 78

Employee engagement Contact Center Customer Service 78

Back Office Centers

FEBRUARY 24, 2021

2021 brings with it new challenges for businesses. Employees engaged in this line of work can get mentally tired and bored. Some essential requirements for data entry in 2021 are: Security. The risks of hacking and employee’s indulging in malpractices are clear and present. Not anymore though!

Management 40

Management Employee engagement Technology 40

Integrity Solutions

DECEMBER 21, 2020

We’re all grateful for the rewarding and mutually valuable relationships we have with our clients, and we look forward to moving onward and upward with you in 2021. The post Reflections on 2020 and A Message of Thanks, Optimism and Hope for 2021 appeared first on Integrity Solutions.

Sales 69

Sales Consulting Consulting Personalization 69

Calabrio

APRIL 28, 2021

We believe that t h is recognition from Gartner in 2021 demonstrates that we continue to build on our vision year after year and that our customers value Calabrio’s innovative approach that prepares them for what comes next – whatever that may be. . In our State of the Cont act Center 2021 : Cloud is Here. ” 1 .

Management 52

Management Analytics Contact Center Employee engagement 52

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. You have to do something about it.

Management 119

Management Coaching Employee engagement Surveys 119

Infinity

DECEMBER 20, 2021

We’ve used the year to collate our colleagues’ feedback, re-evaluate our company values and focus on employee engagement - the experience has really anchored us to go into 2022 in a strong position. "What are you looking forward to next year?". We have ambitious plans in the People team! I have loved working on our Company Values!

Employee engagement 52

Employee engagement Personalization Feedback 52

Contact Center Pipeline

JUNE 29, 2022

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH). When I began to look into it, I found that in addition to increased cigarette sales, so were […].

Sales 147

Sales Employee engagement 147

Satrix Solutions

FEBRUARY 26, 2021

For more valuable insights on why employees value having a voice, read our post: The Best Workplace Perk is Giving Employees a Voice. Employee Engagement Increases. Looking to drive engagement and retention among employees? Employee Productivity is Amplified. Absolutely. Customer Experience Improves.

Construction 78

Construction Employee engagement Surveys Feedback 78

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. Learn more about how COPC Inc.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 97

Call Center Employee engagement Best practices Contact Center 97

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. When employees feel disconnected, lonely, and frustrated over collaboration and communication, you’re stuck with a potentially weakened company culture and lower employee engagement.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Fonolo

JANUARY 18, 2022

Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? Here’s what Shep Hyken, CSP and CPAE of Shepard Presentations, had to say about call center competition in 2021 going into 2022: “Customers aren’t comparing you to a direct competitor.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

CSM Magazine

MARCH 23, 2022

By consolidating our systems and reporting, we expect to achieve fast, efficient scheduling across exciting new channels like web chat while dramatically enhancing employee engagement through agent self-service. These employee engagement tools help contact centres reduce sickness rates and attrition.

Banking 59

Banking Employee engagement Self service Cloud contact 59

Bill Quiseng

MARCH 20, 2024

Unfortunately, I suffered a stroke in April 2021. A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!”

Personalization 97

Personalization Customer Experience Customer Service Employee engagement 97

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. — Shep Hyken (@Hyken) May 16, 2021. Can also be: The employee has choices. Make the employee feel special and appreciated. That says a lot.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

DMG Consulting

JANUARY 20, 2022

While a large number of enterprises reported record earnings in 2020 (and indications are very positive for strong results in 2021), others either closed their doors or were kept afloat by government support and subsidies. As of the end of the first half of 2021, total revenue for vendors that offer contact center WFO suites was $1,895.9

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108