Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. CCW employee engagement

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The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Designing the Digital Experience: How Your Intranet Strategy Can Drive Employee Engagement

Hero Digital

As companies focus increased resources on developing frictionless, enjoyable digital experiences for customers, it’s important to remember the digital employee experience as well. How can your intranet strategy improve efficiency, engagement, and retention? Increase Employee Efficiency.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Inefficient processes, gaps in information and communication, and employees who are just ‘going through the motions’ are all symptoms of an unhealthy internal culture that needs attention.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions.

Employee Engagement and Better Customer Engagement in 2016

Verint

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. Everyone is looking for a competitive advantage in 2016.

Guest Blog: Voice of the Customer Begins with Voice of the Employee

ShepHyken

Employee engagement is crucial for any organization striving to become more customer-centric. However, it is rare that the employee and the customer’s voices are aligned to create and build the perfect crescendo.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Speaker Faculty on Leadership that Engages.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

Training bolsters agent confidence and keeps them engaged which increases job satisfaction. Friendly competition engages agents and motivates them to continually improve. Speech analytics.

Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

The good news that that there are contact center technologies that can alleviate stress, make the agents’ job easier, and keep them motivated and engaged. Speech analytics can help you identify issues so that they can be resolved before they become major problems.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Make sure employees buy into the Why not just the What. Customers First, or Employees First ?

How Human Resources Can Add Value to Customer Experience Excellence

ClearAction

Developing and recognizing employees. Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration.

Customer Engagement Strategies and Networking

Verint

Earlier this week Verint took part in the. Customer Contact East: Frost & Sullivan Executive MindXchange. in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change.

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Conversation Analytics Solution at Genesys CX18

Call Journey

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. The integration gives Genesys customers access to Call Journey’s powerful speech analytics engine – EVS.??Call

Big Data - Getting Smarter with Customer Engagement

Verint

However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy. Can you remember the last time you experienced a customer service call that actually left you satisfied?

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Publish a “kudos” column in your employee newsletter.

Executives Leading a “Customers for Life” Culture—Customer Centricity

Verint

Executives who walk the talk send a clear message to employees about what the real priorities are. They have senior executives who not only advocate for customers occasionally, but also weave the voices of customers and employees into their decision-making process. In my new blog for Customer Think , I discuss concrete examples of how executives set the tone for other employees to follow. Actions speak louder than words, as we have all heard.

Verint Speakers: Gaining Customer Insights for Better Decisions

Verint

Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility.

The Case for Customer Experience Management

Verint

The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

Verint Helps Humana Offer Robust Customer Service

Verint

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. Moreover, employee retention on the front line continues to be a problem.

Verint Speakers: Listening to Your Customers in the Digital Age

Verint

CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m.

What is Customer Experience?

Avaya

Knowing who your brand is—its personality and what it stands for—enables you to best engage and retain customers. For businesses to stay relevant, they must deliver personalized service that empowers customers with autonomy and engages at the individual account level.

Verint Speakers: Summer School Series, Effortless Customer Experience

Verint

This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance. CXPA Webinar: Five Secrets of Journey Analytics Everyone Must Know. Verint Summer School 2017.

3 Ways to Strengthen Your CX Program With Online Communities

Verint

Speech Analytics Desktop and Process Analytics Customer Satisfaction Customer Service Customer Experience Social Media Loyalty customer engagement optimization employee engagement digital Communities online communities customer loyalty customer engagement desktop analytics customer focus social engagement social listening customer experience management speech analytics software social communities social community digital feedback customer conferences idea sharing customer networking

Employee Advocacy Is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”

Verint

Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization.

Focus on One Thing at a Time in Customer Experience Strategy

PeopleMetrics

When employees have too many items on their task lists, too few priorities, and no clear contexts for why their tasks are important—outcomes will be harder to come by. Let’s go back to our busy-bee employees, who are burdened with tasks and not particularly sure why those tasks are important.

Verint Speakers: Engage APAC, Customer Service Culture of Quality

Verint

Engage APAC Customer and Partner Conference 2017. APAC Engage 2017 spans the CX journey from start to finish, featuring expert insights from industry leaders and strategies for enhancing the CX through people, growth and technology. September 6-7; Melbourne, Australia.

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. Moreover, employee retention on the front line continues to be a problem.

Breaking Down Silos for Customer Experience Management

ClearAction

Accurate understanding of customer experience: Customers’ stories about what matters to them, what’s helpful and what’s a hassle are eye-opening for employees, especially those employees who do not interface with customers. Customers First, or Employees First ?

Creating World-Class Customer Experience Teams

ClearAction

Customers do not engage vertically; they engage horizontally — @stevemassi. Make ALL employees who work on product spend at least 1 hour a month listening in at call centre — @OptimiseOrDie. Originally published on IBM Big Data & Analytics Hub.

Customer Conferences: The Best Time of Year to Improve CX

Verint

From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

June Verint Speakers Focus on the Customer

Verint

CRMXchange Virtual Conference: Quality Assurance and Analytics. She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. Engage – Verint Global Customer Conference.

Head to the Big D May 14-17 for the Verint Engage Customer Conference

Verint

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.