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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern?

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Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated

Playvox

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Then your one-on-one meetings can be focused on building relationships with your agents. Related Article: Five Coaching Tips For Contact Center Agents that Work 4.

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Financial Services and Gamification: Train, Motivate & Retain

Noble Systems

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. Gamification can be used by banks, lenders, and other financial institutions to: 1. Align employee behaviors with business objectives.

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Have You Done These 3 Things to Improve Your CX?

Beyond Philosophy

Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. They chose to identify this particular group because they saw the value in hooking this group early. 3: The Best Companies Link Employee Engagement and CX.

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What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) An experiment was conducted with students to bet on “Heads or Tails”.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. I have a whole post that looks into this relationship in more detail.

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Overcoming the Great Resignation with Lessons Learned from CX Best Practices

CSM Magazine

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Finally, show deep respect for employees’ points of view, opinions, and ideas. Improving or transforming your employee experience is often easier than you might think.