Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. Coach K is More than a Winner.

Employee engagement 66

Employee engagement Coaching Surveys 66

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 119

Management Coaching Employee engagement Surveys 119

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

Etech GS

FEBRUARY 24, 2020

There isn’t a one-size-fits-all solution for engaging and motivating each member of a team, however; growing evidence suggests focusing on servant leadership, for all levels of the organization make a positive mark on employee engagement. Understanding Servant Leadership and Employee Engagement.

Employee engagement 52

Employee engagement Construction Coaching Management 52

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. US Employee Engagement Research Report , only 15% of centers have weekly discussions with their agents.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance.

Coaching 98

Coaching Contact Center Benchmark Management 98

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

ShepHyken

DECEMBER 16, 2019

My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. But, what happens if you don’t respond?

Customer Service 272

Customer Service Employee engagement Coaching Customer centricity 272

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Consider allowing high-performing agents to coach peers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

CX Global Media

AUGUST 1, 2019

Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here. Recently one of our BPO customers did a case study. And so, with all that coaching it sort of drives the work flow.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Integrity Solutions

AUGUST 23, 2019

We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

Employee engagement 43

Employee engagement Banking Management Customer Experience 43

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Coach the agent for 20 minutes – check off the box and get the green dot. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. It was a dismal failure. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Integrity Solutions

AUGUST 13, 2018

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Coaching is pivotal to maximizing sales potential. It’s now well-established that a strong coaching culture is something high-performing companies have in common. By Mike Esterday.

Coaching 52

Coaching Sales Management Surveys 52

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Integrity Solutions

AUGUST 13, 2018

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement. By Mike Esterday. This is not a radical statement.

Coaching 42

Coaching Sales Management Surveys 42

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

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. According to a study in Harvard Business Review , employees at high-trust companies report: . And, you get data to bring to your coaching conversations, so you can teach them how to grow.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Integrity Solutions

SEPTEMBER 13, 2018

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. She realized she was coaching in the way she wanted to be coached.

Coaching 61

Coaching Sales Personalization Management 61

Integrity Solutions

AUGUST 24, 2022

Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. What they don’t always recognize is that it’s something that can be developed through effective training and coaching. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 88

Sales Coaching Calibration B2B 88

ShepHyken

MARCH 20, 2020

However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. So I say this with certainty: Unless we start putting the employee experience at the top of the list, the customer experience will never reach its potential. Study the stand-outs.

Employee engagement 259

Employee engagement Contact Center Coaching Marketing 259

Call Design

APRIL 3, 2022

Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements. According to recent studies, gamification has helped contact centres improve employee motivation by as much as 83% and productivity by 89%.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. An overwhelming majority (70%) of agents in our study said their job happiness had greatly increased due to remote work. In the end, bringing employees back is a risky move.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

ShepHyken

MARCH 20, 2020

However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. So I say this with certainty: Unless we start putting the employee experience at the top of the list, the customer experience will never reach its potential. Study the stand-outs.

Employee engagement 205

Employee engagement Contact Center Coaching Marketing 205

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ShepHyken

MARCH 20, 2020

However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. So I say this with certainty: Unless we start putting the employee experience at the top of the list, the customer experience will never reach its potential. Study the stand-outs.

Employee engagement 183

Employee engagement Contact Center Coaching Marketing 183

Integrity Solutions

JANUARY 28, 2021

Various studies have shown that salesperson turnover rates are up to three times as high as rates for the overall labor force. One study examining why salespeople quit found that peer turnover (both voluntary and involuntary) greatly increases a salesperson’s turnover probability.

Sales 119

Sales Coaching Morale SaaS 119

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. A Gartner study reported that only 34% of agents were engaged at work — and they were 90% more likely to be disengaged when they were unclear about how to meet their goals. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. Make use of centralized knowledge bases and provide easily accessible resources for agents to study on their own. High call center agent productivity is every call center manager’s dream.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Taylor Reach Group

DECEMBER 11, 2019

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. In other sections, we have discussed the importance of performance improvement and coaching. This is not well aligned with long-term retention and engaging all the staff.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119