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 Morale 108

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Consolidated. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Taylor Reach Group

NOVEMBER 26, 2019

The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well.

Contact Center 98

Contact Center Morale Consulting Consulting 98

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

Fonolo

NOVEMBER 9, 2017

Incidents reported by onholdwith.com show that many organizations are struggling to manage hold times effectively. We’ll talk about: Social Media for Crisis Management. Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. How Should Call Centers Prepare for the Worst?

Customer Service 59

Customer Service Morale Call Center Contact Center 59

DMG Consulting

OCTOBER 11, 2019

RPA makes sense to executives and managers, but it represents a major challenge to the workforce, as many employees fear being replaced by robots. See Figure 1, and keep in mind that RPA will be an “elephant in the room” and will negatively impact employee engagement unless it is properly addressed by management.

Virtual Agent 48

Virtual Agent Morale Best practices Contact Center 48

SharpenCX

MAY 5, 2020

No matter the department or company, management has to be aware of these questions. What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. found that engaged and satisfied call-center employees are: 8.5x

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Taylor Reach Group

NOVEMBER 21, 2019

In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Fonolo

NOVEMBER 21, 2017

Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. Managers may think they’re showing appreciation, but more often than not, those thanks are not heard. We’ll talk about: Social Media for Crisis Management. Consultant, Beyond Morale.

Contact Center 64

Contact Center Call Center Morale Employee engagement 64

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

ClearAction

NOVEMBER 5, 2017

If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Fonolo

NOVEMBER 23, 2017

We’ll talk about: Social Media for Crisis Management. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert.

Self service 86

Self service Wait times Morale Call Center 86

DMG Consulting

JANUARY 3, 2020

providing real-time employee guidance and next-best-action recommendations for attended RPA. RPA makes sense to executives and managers, but it represents a major threat to the workforce, as many employees fear robots will replace them. Best Practices for Employee Buy-In. automating end-to-end mainframe processes.

Best practices 59

Best practices Virtual Agent Morale Contact Center 59

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. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Call Design

NOVEMBER 14, 2021

Gamification doesn’t just improve the working and training processes of agents; it also allows managers to better track and adjust training to accommodate for employees based on their performance. If you would like to find out more about our gamification solution, speak to our professional consultants today.

Gamification 78

Gamification Consulting Consulting Management 78

Integrity Solutions

DECEMBER 12, 2022

Throughout the decades, sales experts and consultants have touted a variety of so-called surefire tips and tricks for account prospecting, targeting and conversion. In fact, it may be even more critical during volatile economic times when stress and distractions are high and morale and employee engagement may take a hit.

B2B 52

B2B Sales Accountability Inbound sales 52

Fonolo

NOVEMBER 15, 2017

Or perhaps you’re a manager, who has served on the frontline for many years, and wonder whether you’re still in touch with today’s customers. Time management is extremely important to customer service success. We’ll talk about: Social Media for Crisis Management. Consultant, Beyond Morale. Plus So Much More!

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

SharpenCX

SEPTEMBER 17, 2019

And, 58% of execs put it on middle managers and consultants to teach frontline workforces on digital changes. Statistics show it’s your job, manager, to rally your team around transformation efforts. This team of champions is vital to your morale and success. Learn how one uniting purpose improves employee engagement.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. When senior management comes up with these lofty mission statements, they mean well. But what really happens in the ranks of employees is quite the opposite. To Get Loyal Customers, Start with Loyal Employees. Recruiting Now!

Morale 324

Morale Consulting Consulting Employee engagement 324

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

SEPTEMBER 24, 2020

Ultimately, low work satisfaction and overall low employee morale can negatively affect company operations greatly, causing dissatisfied customers. So, how to measure employee satisfaction? When you provide employees with the tools and skills they need, employee satisfaction rises and serves the customers better.

Employee engagement 10

Employee engagement Best practices Morale Surveys 10

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

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Engage hearts and minds of everyone in centering their work, attitudes, decisions, and collaborations on the rallying point of customer experience.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

JustCall

MARCH 14, 2023

Change Your Communications from a Monologue to a Dialogue Speaking about relaying clear and transparent information to your employees, also remember to keep things two-way. Learn to listen to your employees. Personal problems take up a lot of a person’s energy and morale. Each employee should know what is expected from them.

Gamification 52

Gamification Call Center Morale Contact Center 52

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Higher employee satisfaction. It leads to low morale, poor customer service, and high agent turnover.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Russel Lolacher

JULY 26, 2022

In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. Nater Associates, Ltd – Security Consulting. He is a retired Army Reserve Sergeant Major.

Consulting 94

Consulting Consulting Education Personalization 94

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

ProProfs Blog

JUNE 26, 2019

Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Use these sample employee survey questions as a base for your employee survey questions. Employee Engagement Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

Russel Lolacher

JANUARY 8, 2022

She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions. She’s the author, she’s an author, her book is called leading morale, the people skills to stop negativity and ignite contributions. Morale is not touchy feely stuff. Kate Nasser. Oh, thank you.

Construction 52

Construction Coaching Morale Personalization 52

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. 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.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Research also clearly supports the argument that the morale and engagement of employees directly impact customer satisfaction. Recognition: Celebrate your customer service heroes.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Fenero

SEPTEMBER 15, 2018

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Recent research states that employees with supportive supervisors are 1.3

Call Center 13

Call Center Morale virtual call center Metrics 13

ClearAction

AUGUST 21, 2016

To get off the continual hamster wheel of throwing scarce resources at the fixes, enticements, and massive monitoring that we have come to call “customer experience management”, you’ve got to rise above the norms of today’s common practices and shift your strategy to company-wide ownership of customer experience performance.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

Fenero

JANUARY 20, 2019

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Recent research states that employees with supportive supervisors are 1.3

Call Center 8

Call Center Morale Automotive Metrics 8

SharpenCX

JUNE 9, 2021

But many will continue to offer a hybrid model to employees, with flexibility to allow remote work as desired. The expansion of remote work has altered how companies manage employees. Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. Create a culture of connection.

Management 67

Management Contact Center Employee engagement Engineering 67