Monet Software

MARCH 4, 2021

This may seem an awfully philosophical topic to raise in reference to contact centers. And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

JustCall

MARCH 28, 2023

Read the blog to learn more! Encourage Employee Engagement Remote teams are prone to lose the level of participation and proactiveness that tends to happen in an office setup. Your bottom line will suffer from low employee engagement levels. Your remote employees need some breaks every now and then.

Sales 52

Sales Management Morale Employee engagement 52

Contact Center Pipeline

AUGUST 31, 2017

Agent training, development and engagement were top of mind for Pipeline blog readers this month. It was a topic that struck a chord with readers and created a great many comments, shares […].

Coaching 113

Coaching Employee engagement Contact Center Call Center 113

bold360 Blog

JANUARY 29, 2020

We’ve touched on the topic of personalization and context quite a bit on CXNext Live , our weekly LinkedIn live video series.) Employee engagement is increasingly important, especially in stores. Another theme that emerged, especially at NRF, is a focus on the employee experience and how it impacts CX success.

Employee engagement 52

Employee engagement Technology Chatbots Personalization 52

NICE inContact

MARCH 27, 2019

You’ll hear from visionary speakers and subject matter experts to learn about the topics that matter most to your success; and most sessions are led by your peers, customer experience innovators just like you! appeared first on NICE inContact Blog. Please use this Promotion Code for Registration: ICiLdn19.

Employee engagement 54

Employee engagement Education Best practices Analytics 54

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction. Listening as a Servant Leader.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Reach out to us on LinkedIn , Facebook , or Twitter today to get the Vcare Top 50 Influencers badge, and proudly display it on your blog, social media profiles, or website.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Branch Mesenger

AUGUST 29, 2017

Be sure to check out our blog later this week, when we feature a longer piece with Meghan and insights into how mobile is changing the world of work. Ben Eubanks , a human resources professional, and speaker who blogs and podcasts at upstartHR. We can get data we need when we need it, and use it to better attend to our candidates.

Employee engagement 94

Employee engagement Technology Enterprise Surveys 94

NICE inContact

JULY 19, 2019

Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. According to Forrester Research , a 5% improvement in employee engagement typically results in a 3% increase in revenue growth. For example, an agent can earn 50 tokens once they make 10 sales.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

Nicereply

JUNE 26, 2023

eSAT surveys are a series of questions asking how satisfied employees are with their jobs. They can be as brief as one or two questions or have many questions covering a multitude of topics. The employee answers are then analyzed to identify trends in both happiness and dissatisfaction.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

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? Plus, it’s free! Sign up today at totango.com/sign-up. . .

Morale 98

Morale Employee engagement Personalization Enterprise 98

Call Design

JANUARY 20, 2022

The need to rethink how contact centres operate has become topical over the last few years, in part due to contact centres moving slowly into digital transformation. While agent tasks can be monotonous, building strong engagement underpins continual improvement of the customer service experience.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Nicereply

OCTOBER 4, 2022

Empowered employees create a great customer experience because they are more engaged. Leadership expert Joseph Folkman measured empowerment and employee engagement in a group of 7,000 employees. Employee satisfaction and employee engagement surveys are a fantastic way to measure how happy your employees are.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

aircall

MAY 18, 2022

Helen Cheuck (HC): My role is focused on employee engagement and retention in North America. It’s a highly personal topic for me and unfortunately doesn’t come with any quick and easy solutions. . HC: The first thing leaders can do is to self-educate on this topic and not expect marginalized people to educate you.

Education 62

Education Employee engagement Accountability Management 62

Anexa BPO

JULY 4, 2022

Sophisticated VoE programs are much more than just a simple employee survey. They typically contain multiple streams across the employee life cycle. But there’s more. You can conduct town hall meetings, team feedback sessions, post-mortem reviews and “suggestion boxes”.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Feedback 52

Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. For more information about call center engagement, download our magnum opus on the topic. Triage Immediately.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Verint

JUNE 6, 2017

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.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Uniphore

OCTOBER 18, 2019

You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.

Self service 40

Self service Employee engagement Contact Center Call Center 40

Expivia

AUGUST 25, 2020

Call Center Employee Engagement Actionable Items to Improve your Employee Engagement. Tips to Engage Your Call Center Reps: Create a Call Center Leadership Group consisting of 5-7 reps that meet monthly. Main Focuses: Call Center Culture Let’s be honest, you have never really defined it. Call Center Culture.

Call Center 97

Call Center Employee engagement Sales Feedback 97

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) And if your employees aren't having a great experience, neither will your customers. I cannot write about this topic enough. posts, the most-read CX Journey™ posts, that I wrote last year.

Employee engagement 37

Employee engagement Metrics Customer Experience Customer Service 37

Expivia

MAY 28, 2021

This covers topics from dealing with sexual harassment to company policies. Our leadership prides itself on employee engagement and success. Call center management training needs to include lessons on starting and ending a workday, controlling the first 30 minutes, weekly agent analysis, and career progressions.

Call Center 98

Call Center Management Coaching Education 98

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. Employee Engagement When employees see many failed attempts to improve customer experience or experience executives who only want quick results, they can get disengaged.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

bold360 Blog

DECEMBER 4, 2019

Whether you are new to the CX arena, or you are familiar with CX and interested in looking at this topic from a new lens, these books provide a way to grow your knowledge. Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience by Colin Shaw.

Customer Experience 40

Customer Experience B2C B2B Employee engagement 40

GetFeedback

MAY 9, 2019

My point is, we know what it’s like to spend weeks, months even, looking for clarity on the right CX approach to only end up more confused by the endless information that’s out there on the topic. Similar to other topics in the CX space, you’ll find different interpretations of CX maturity levels based on the source.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Russel Lolacher

JANUARY 8, 2022

She teaches and writes frequently on the topic of plain language, leads Plain Language Weekly on Clubhouse, and is a member of the Center for Plain Language. She teaches and writes frequently on the topic of plain language even lead to plain language weekly on clubhouse. I’m full of coffee and excited about the topic.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Contact Center Pipeline

SEPTEMBER 28, 2017

One of our five most-read blog posts in September provided timely advice for those ramping up for the peak season with tips for training seasonal agents to deliver customer service like your veterans. Other topics included an inside look at Valvoline’s collaborative, […].

Contact Center 40

Contact Center Customer Service Employee engagement Call Center 40

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Russel Lolacher

SEPTEMBER 20, 2022

Brass Tack Thinking Blog. So let’s get out of that topic. So, which is our topic today? So what I really want to start is with a baseline and maybe let’s just understand, maybe the textbook or the Amber’s definition of, of the topic. I’m writing and blogging and publishing books and all this.

Marketing 111

Marketing Employee engagement Feedback Personalization 111

aircall

JANUARY 15, 2019

A team member who is doing the bare minimum to get by and has stopped taking pride or initiative in their work is one of the first indicators of low employee engagement. Employee engagement drops when people don’t feel challenged or appreciated in their position, causing them to lose the motivation to keep going.

Morale 59

Morale Customer Support Employee engagement Metrics 59

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. CSAT = (number of positive responses / the total number of responses) x 100. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Brad Cleveland Blog

MARCH 28, 2017

You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders.

Employee engagement 26

Employee engagement Contact Center Call Center Customer Service 26

bold360 Blog

MARCH 5, 2020

Michael makes a very convincing argument for great employee experience preceding all great customer experience. Employees do, in fact, drive the bottom line and a positive employee experience builds a positive customer experience. And, since we’re on the topic of building….

Government 59

Government Technology Customer Experience Personalization 59

NICE inContact

JANUARY 29, 2019

But they probably want to hear more than that from their supervisor – topics like: are they doing a good job overall? Good communication improves employee engagement, which improves retention. The post 10 Steps to Reduce Call Center Attrition appeared first on NICE inContact Blog.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

Expivia

DECEMBER 8, 2020

These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. Here at Expivia, we lean very heavily into the employee engagement and experience aspect of the job. This is a false narrative. What are the reps on my program being paid?

outsourcing 52

outsourcing Call Center Analytics Service level 52

Expivia

DECEMBER 8, 2020

These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. Here at Expivia, we lean very heavily into the employee engagement and experience aspect of the job. This is a false narrative. What are the reps on my program being paid?

outsourcing 52

outsourcing Call Center Analytics Service level 52