CSM Magazine

AUGUST 18, 2021

With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology. They are faced with planning to combine in-person, virtual and at-home customer touchpoints while maintaining momentum and onboarding new recruits from a distance.

Best practices 52

Best practices Morale Employee engagement Technology 52

Call Experts

APRIL 7, 2022

It can monitor employee interactions, gather analytics based on reporting, and improve your HR department’s service goals. You can measure employee satisfaction, burnout, and productivity with KPIs. Managing change means keeping track of employee morale and constantly upskilling staff to meet the needs of a company.

Answering services 52

Answering services Morale Self service Healthcare 52

HireIQ

DECEMBER 23, 2019

With that in mind, it’s no surprise that Forbes called employee engagement, “the wonder drug for customer satisfaction.”. Not only does a poor hire lead to lost productivity, lower staff morale and high turnover, it also has a direct impact on your company’s reputation and customer experience. And evidence has proven that out.

Contact Center 52

Contact Center Morale Metrics Analytics 52

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

DMG Consulting

OCTOBER 11, 2019

See Figure 1, and keep in mind that RPA will be an “elephant in the room” and will negatively impact employee engagement unless it is properly addressed by management. Best Practices for Getting Employee Buy-In for RPA. Below are a few best practices to help companies with the challenge of reassuring their employees.

Virtual Agent 48

Virtual Agent Morale Best practices Contact Center 48

Noble Systems

SEPTEMBER 3, 2019

Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent. Speech analytics. Analytics solutions can be integrated with CRM and other systems to ensure that the right information is always available to agents when they need it.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Enghouse Interactive

APRIL 30, 2021

Reduced friction/conflict in the workplace – lowering employee grievances and staff turnover. Improved personal physical and mental health. Another tip was for agents and managers to put themselves in the position of the person they were talking to, in order to better understand their motivations and frustrations.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

ProProfs Blog

JULY 30, 2021

This could be because of many factors like incorrect wording of questions, confused order of answer options, survey respondents’ personal beliefs, and so on. Image Source: Essentia Analytics Ltd. A person chooses extreme options either due to the strong emotional tone in the survey wording. Personal Bias.

Surveys 78

Surveys Morale Feedback Journey mapping 78

Playvox

MARCH 27, 2023

The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity. Additionally, it can create a fun and exciting work environment that helps to reduce stress and boost morale. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

ClearAction

APRIL 18, 2015

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. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Employee engagement.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aspect

JANUARY 21, 2019

The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. They can’t solve the interaction on the initial contact because they’re already the second person in line to help. Metrics aren’t everything. Plus, you need a high-performing, empowered contact center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. Collector-owned accounts maintain the continuity of the customer relationship and personalized service, and account familiarity helps increase customer satisfaction and can improve payment performance.

Call Center 87

Call Center Technology Gamification Analytics 87

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. When you focus on more than just recover alerts, it improves morale.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Russel Lolacher

JUNE 13, 2022

First question I asked every single person and it can be good, it can be bad, I guess it really depends on how you want to start your day when you relive this memory, which is I’m gonna start with you, Robin, what’s your best or worst employee experience? Thank y ou so much for being on the podcast to both of you.

Coaching 59

Coaching Engineering Personalization Feedback 59

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

delighted

APRIL 26, 2019

When people know the person who speaks positively about a business, it makes them more likely to do business with you, too. Employee engagement (eNPS). Employee engagement, measured through an employee NPS (eNPS) survey, and customer experience are intrinsically linked. Behavioral analytics.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

delighted

APRIL 26, 2019

When people know the person who speaks positively about a business, it makes them more likely to do business with you, too. Employee engagement (eNPS). Employee engagement, measured through an employee NPS (eNPS) survey, and customer experience are intrinsically linked. Behavioral analytics.

Metrics 49

Metrics Customer Experience Surveys Employee engagement 49

CX Global Media

JULY 11, 2019

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. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure.

Contact Center 120

Contact Center CCNG Morale Coaching 120