Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. According to a recent Gallup poll, 13 percent of employees are actively engaged at work. They were absolutely spot on.

Engineering 74

Engineering Morale Employee engagement Big data 74

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. 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. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Outline your goals for CSAT surveys and create a survey process.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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 call center software 108

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

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. Employee engagement. With smart-routing, companies can also boost employee morale. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. – DON’T LET UP! .

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

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

Noble Systems

SEPTEMBER 3, 2019

Speech analytics. Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers. The survey revealed that agents at high risk for burnout were 63% less likely to have metric displays in their office.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

ClearAction

MAY 31, 2015

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

delighted

APRIL 26, 2019

However, you can also use CSAT surveys to gather feedback on a product, sales demo, or any other instance where a customer interacted with your brand. CSAT is typically measured through a one-question survey. So, if a total of 100 people responded to your survey, and you are given 60 5s and 13 4s, you have a CSAT rating of 73.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

delighted

APRIL 26, 2019

However, you can also use CSAT surveys to gather feedback on a product, sales demo, or any other instance where a customer interacted with your brand. CSAT is typically measured through a one-question survey. So, if a total of 100 people responded to your survey, and you are given 60 5s and 13 4s, you have a CSAT rating of 73.

Metrics 47

Metrics Customer Experience Surveys Employee engagement 47

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

Russel Lolacher

JUNE 13, 2022

So in my example, there was this company years ago, and they thought US researchers that the data analytics nerds only could crunch numbers. So the client had customer surveys, right? And then they had another team who surveys those employees at those stores, right. And they might have cross collaboration skills, right.

Coaching 59

Coaching Engineering Personalization Feedback 59