Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […]. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparency

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Unlock Your Employee Engagement Potential

Contact Center Pipeline

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. Agent Engagement call center contact center continuous improvement employee engagement

Employee Engagement: Now is the Time

Call Center Weekly

If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. Therefore, engagement must be unique and personal.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

The Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

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. Disengaged Employees Cost Money. Engaged Employees Make Money.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].

An Ancient Key to Innovative Employee Engagement for Today’s Omnichannel Contact Center

Monet Software

How probing questions can shape workforce engagement and where technology fits in. It’s also great advice for call center leaders seeking to enhance employee engagement. employee engagement is exceedingly resistant to “hacks.”

Building a Strong Foundation for Employee Engagement

Monet Software

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price.

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

Have you considered implementing gamification in your center but need additional insight and information on how to make it successful? Join us as we discuss Convergent's gamification experience, actual metric improvement results, and ROI data.

The WFM Software Features You Need to Drive Employee Engagement

Injixo

Low employee engagement is a problem that many companies face. Especially in this day and age, with the unemployment being extremely low, it is already enough of a challenge to recruit new employees for your contact center. Employee Engagement

Eight Days a Week: The Always-On Contact Center

Contact Center Pipeline

Technology 24/7 operation call center contact center employee burnout employee engagement hybrid workforce workload balance workplace stressIn February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S.

Engage Your Agents to Turn Around an Underperforming Contact Center

Contact Center Pipeline

Do those types of actions get enough traction to change the direction of your center’s performance? Performance Management call center contact center employee engagement employee feedback leadership performance management recognition

CXNext Live: Good Employee Engagement = Good Customer Experience

bold360 Blog

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? But focusing on better employee engagement can in turn lead to better customer engagement. Empowering Frontline Employees.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point.

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. Trust is a result of listening to staff, engagement, and inclusion. The return on the investment we make on the agents positively effects many areas in the center.

Improving Contact Center Operations: Happiness All Around to a “T”

Contact Center Pipeline

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. I get it, having run brick-and-mortar call centers […].

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

4 Ways Contact Centers Will Boost Employee Engagement in 2019

Advantage Communications

Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business. Contact Center

3 things your contact center should be doing in 2020

Taylor Reach Group

For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. Engage. Listen to what your contact center employees are saying.

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.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Using a Continuous Cycle of Improvement to Drive Engagement

Speaker: Dan Hale, Managing Director - Customer Care, Best Western

Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. The frontline supervisor ( Call Center Supervisor Success Path ).

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.

How to boost employee engagement in your contact center with 2 simple tactics

Injixo

In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. Employee Engagement

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement.

Evolving employee engagement with Workforce Management (WFM)

teleopti

This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority. Learn how to power employee engagement with WFM.

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Combating the High Agent Turnover Crippling US Contact Centers. The revolving door of employee turnover is a source of frustration for any organization. Being in the contact center business has never been harder.

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

How to Reimagine Tired Employee Engagement Trends with These 12 Empowering Techniques for Your Contact Center

SharpenCX

From technology that puts employees front-and-center to better vacation policies, employee engagement trends are constantly buzzed-about. Business leaders figure out the state of engagement (or more likely, disengagement) of their.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!