Incentives and your Customer Experience

Taylor Reach Group

“Make your employees happy and they will make your customers happy.” The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is well established that employees expect to get paid for the work that they perform.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

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 Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns

Taylor Reach Group

Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. The Taylor Reach Group (TRG) is often asked by clients to create action plans to increase employee retention in these challenging times.

5 Top Customer Service Articles for the Week of November 26, 2018

ShepHyken

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Am I your employee?

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)

LiveChat

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Speaker Faculty on Leadership that Engages.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. There are call centers that truly understand the challenging work of agents, and recognize ways to engage and inspire agents to counter the undesirable impacts. By Francis Cyriac.

Breaking Down Silos for Customer Experience Management

ClearAction

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Involve employees in observing customers to see what’s easy/hard for them. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards.

Organizational Adoption of Customer Experience Excellence

ClearAction

When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations. Employees have an innate desire to help customers love the company.

The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Why Dreaming Big Isn’t Enough

Beyond Philosophy

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. Ask Your Employees.

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Customer Experience Influencers You Must Follow – Part 1

Customer Guru

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. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

Not counting layoffs or other types of involuntary termination, data from the US Bureau of Labor Statistics shows that three and a half million employees have left their job voluntarily every month since January 2019. EXPERT SESSION – Creating A Dynamic Culture Through Employee Engagement.

Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important

Beyond Philosophy

The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. In many respects, then, the employee life cycle is similar to the customer life cycle.

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. Start by engaging the employees. Are you a loyal employee?

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Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

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.

Making RPA Positive for Employees

DMG Consulting

Making RPA Positive for Employees. Unattended – the ability to fully automate the handling of work that does not require the cognitive capabilities of a live employee, such as processing accounts-payable transactions. Best Practices for Getting Employee Buy-In for RPA.

Customer Experience Weekly #7: Employee Experience

Talkdesk

This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? Here’s what we found: The Business Case for a Great Employee Experience. How Social Can Transform Your Employee Engagement Strategy.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. There are call centers that truly understand the challenging work of agents, and recognize ways to engage and inspire agents to counter the undesirable impacts. So how exactly do the best of call centers achieve high levels of agent engagement and retention? that are customer-centric and employee focused. Administer Formal Agent Engagement Surveys.

200+ Survey Question Examples For Your Feedback Forms

ProProfs Blog

How would you rate your interaction with our employees? Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Employee Engagement Survey Question Examples.

Interview, Onboard, Train, and Develop your employees to create a productive team!

Call Experts

Impact and purpose are significant drivers of employee satisfaction and retention. Compensation is not the only way to keep employees happy with their job. . Be strategic about how to make your employees feel a sense of purpose. Onboard Employees.

Customer Experience Vision Silos Dictate Value

ClearAction

This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Does your customer loyalty and engagement programs emphasize volume purchases and evangelizing your brand or creating mutual value?

How to Deliver Great Customer Service in a Crisis [Live Discussion]

Fonolo

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. On any given day, contact centers run the risk of experiencing a surge in call volume.

6 Things to Do When You’re Put on Hold

Fonolo

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime.

Give Thanks to Contact Center Agents

Fonolo

Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. If you’re trying to bridge the gap this Thanksgiving, you can start with these simple tips to increase agent engagement. Consultant, Beyond Morale.

9 Signs You’re a Customer Service Expert

Fonolo

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert.

An 11-Step Digital Transformation Framework: Be the Hero with these Steps to Support Your Exec Team and IT During Transformation

SharpenCX

And, 58% of execs put it on middle managers and consultants to teach frontline workforces on digital changes. Ask your customers and your employees what frustrates them. Pair your data with employee and customer sentiment to find where your processes and tech need fixed.