Playvox

APRIL 11, 2023

When agents are clear on their priorities, they become more engaged, according to the Gartner study. Related Article: Top 10 Ways To Boost Contact Center Efficiency & Productivity 2. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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. Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

Customer Service 326

Customer Service Employee engagement Morale Technology 326

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. He writes extensively on employee engagement. Articles on Employee Empowerment. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

NobelBiz

MAY 12, 2022

Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved. Humans are not made to thrive in isolation and it’s starting to show.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. ENJOYING THIS ARTICLE? What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric. To conclude.

Employee engagement 302

Employee engagement Customer centricity Feedback Morale 302

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

JULY 14, 2020

Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. I should note that for the purpose of this article, we are talking about flexible scheduling of hours, not working from home arrangements — although this has similar benefits.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

CX Global Media

JUNE 5, 2017

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. Improving Employee Morale. Click to Tweet.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Take note of how your competitors foster employee engagement, or look for successful business models outside of your industry.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

Morale 189

Morale Call Center Contact Center Surveys 189

Vistio

APRIL 1, 2024

In this article, we will explore the key elements of customer service agent training, the drawbacks of traditional methods, and how Vistio’s cutting-edge approach to training is reshaping the contact center landscape.

Accountability 52

Accountability Customer Service Contact Center Morale 52

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. This signifies the rate employees leave or are replaced within a specific period. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. Maintaining Workplace Morale. Moral support. Flexible scheduling. … or anything else!

virtual call center 87

virtual call center Call Center Management call center software 87

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Employee engagement and empowerment. This strengthens morale and reduces turnover—and all of this stems from your company culture.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Totango

DECEMBER 23, 2021

To help you and your team combat this dangerous phenomenon, we’re going to do a series of articles over the next few weeks discussing various burnout and mental health topics. Poor Employee Engagement. Are your employees motivated to work hard? Low Morale. They can be short with one another and even with customers.

Morale 99

Morale Employee engagement Personalization Enterprise 99

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. They had greater employee engagement and more loyal customers.

Airlines 206

Airlines Morale Benchmark Marketing 206

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

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

ProProfs Blog

MARCH 14, 2019

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. However, I do not share their views on this, and in this article, I’ll tell you why.

Surveys 60

Surveys Morale Employee engagement Feedback 60

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Developing and recognizing employees. Here are ways HR can help: Engagement. —@tcrawford. .

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

SharpenCX

SEPTEMBER 14, 2021

Recognition is critical for employee engagement and retention. In a report by Halo Recognition , they found that employee engagement increases by 35% when employees get daily recognition for their work. Send out employee surveys. Listen to your employees during National Customer Service Week.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

CSM Magazine

DECEMBER 16, 2020

This online-based software provides the employees access to review their HR, payroll, and benefits within minutes. In this article, we have accentuated five ultimate advantages of employee payroll portal usage. Like any other software, an employee payroll portal reduces cost and saves time. Employee engagement and morale.

Morale 52

Morale Employee engagement Self service Management 52

Russel Lolacher

SEPTEMBER 22, 2020

Annette Franz put a great article together in collaboration with the CXpert website called Five Tips to Engage Remote Staff during Lockdown. My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

Playvox

MARCH 12, 2023

Ensuring that employee performance is always at its best should always be the ultimate goal. Related Article: Team Leaders: How to Personalize your Agent Training 3. 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

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Customer experience engagement is a two-way street.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

Taylor Reach Group

DECEMBER 11, 2019

There are a myriad of lenses through which we can examine the impact that your contact center organization can have on the customer experience, product or service knowledge, emotional engagement, ease of interaction, professionalism, etc. Changing the program too often and too fast causes confusion among agents and contributes to low morale.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

CSM Magazine

MARCH 29, 2022

It’s also about the long run because a productive workforce leads to additional benefits such as increased employee engagement, enhanced well-being, and a more positive workplace environment. In this article, we will talk about 7 ways to improve employee productivity. 7 Ways to Improve Employee Productivity.

Morale 52

Morale Entertainment Employee engagement Accountability 52

NobelBiz

MAY 6, 2022

This article will explain why employee recognition is based on creating a culture of recognition, and whether you can use reward and incentive strategies for contact centers. What is employee recognition? Along with boosting employee morale, recognition can boost retention, productivity, and employee engagement.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

Russel Lolacher

SEPTEMBER 22, 2020

Annette Franz put a great article together in collaboration with the CXpert website called Five Tips to Engage Remote Staff during Lockdown. My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged.

Employee engagement 52

Employee engagement Morale Metrics Personalization 52