Expert insights. Personalized for you.
Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. What Is Employee Engagement? MORE
One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience. MORE
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 engagementWe will most likely spend half of our waking life at work. If you put in the right amount of effort, you can create an environment where you and your staff look forward […]. MORE
Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount. MORE
Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. MORE
This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple. MORE
Keeping employees happy and motivated can be a challenge in any workplace, and call centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies sho w that happy employees are the most productive employees MORE
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. MORE
By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. You have to be fully committed by understanding the principles of employee engagement. Some of which are: C ulture L eadership P urpose A ction Tr ansparency C ommitment R ecognition The purpose is to have an engaged culture, which will make people stay, and go above and beyond what is expected. MORE
From collaboration platforms to virtual learning, discover how digital solutions can be used to help drive employee engagement during COVID-19. People and Culture MORE
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. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle. MORE
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 Agent Engagement agent engagement call center contact center culture managing generations motivating agents social media MORE
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. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. Customers expect consistency from all employees throughout. MORE
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience. MORE
Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. MORE
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […]. CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee Engagement MORE
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 MORE
When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? MORE
The mantra ‘happy employees equal happy customers’ has never been more true than right now. That means it’s critical to put extra emphasis and focus on the employee experience now, given what everyone is going through this year. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years. MORE
Employee engagement has been a hot business topic for many years. There is a pile of research that tells us: Engaged employees are more productive. There are too many disengaged employees. Employee disengagement costs companies billions of dollars per year. There's just one glaring problem: nobody agrees on what employee engagement actually means. The employee needs to understand that definition. MORE
Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. If an organization lacks engagement, motivation or skills to reach their fullest potential, the leadership quality within the organization should be examined. Understanding Servant Leadership and Employee Engagement. Employee engagement is often an idea that becomes confused with employee motivation and happiness. MORE
Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees. To me, a great Customer Experience is only provided through employees that are engaged. MORE
What would Maslow have to say about employee engagement? Or would he reconstitute his hierarchy to apply to engagement so that the bottom of the pyramid might represent survival. Employee Engagement Gallup Hierarchy MaslowWould he say self-actualization is a noble but unattainable pipe dream? MORE
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 noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers. From experience, I have found that when management is more in tune to what their employees do on a daily basis, the employees will respect them and be more productive. MORE
To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. Buzzwords and Wonky Terms OK, I do talk about “employee engagement.” Agent Engagement Cost Management call center contact center employee engagementBut that phrase is bandied about so often in so many different ways for so many audiences that it’s more like a, like a, […]. MORE
What Is Employee Engagement? Employee engagement measures the passion and commitment of employees to deliver their best efforts and create solutions that will benefit them, the customer and the company. Engaged employees bring their best every day and are fully committed to supporting the vision, mission, and goals of the organization. What Employee Engagement Is Not? Employee engagement is also not employee satisfaction. MORE
In recent years, I have had the opportunity to help build structure around employee engagement both from the standpoint of a non-leader, as well as a leader, and in the last eight years I've been able to develop an effective approach to bridging the communications gap between front-line employees and leaders. This approach is simply called Employee Engagement Taskforce. Think about it, we as leaders are tasked with removing roadblocks for your employees. MORE
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. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond. In this series, we decided to take a […]. MORE
During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Employee Engagement Assets Employee of the Month HotelThen I noted that the list stopped in July 2017. Uh oh! What message does this 2+ year gap send to current. MORE
Why should you care about Employee Engagement? Take a look… Video Script: Did you know that engaged employees are really, really valuable? The post The Employee Engagement Virtuous Cycle (Video) appeared first on Customer Experience Matters®. Employee EngagementBecause it fuels a virtuous cycle that drive customer experience and business success. MORE
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. This makes it all the more important to retain the employees that you have and keep them satisfied. Employee EngagementSometimes, this may be hard to see, but there are some clear signs for you to look out for. MORE
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement MORE
In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. In times like these, you may have an employee iceberg too! There's only 1 thing you can do to find out how your employees are doing and that's. There's nothing more valuable than open feedback: We've developed some features in Hello Customer specifically to be able to survey employees. Check out all our employee engagement resources here. MORE
Employee engagement Related Topics Contact Center Pipeline
DECEMBER 17, 2020
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives.
ShepHyken
SEPTEMBER 28, 2018
This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.
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Customercount
NOVEMBER 23, 2020
Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount.
Contact Center Pipeline
SEPTEMBER 6, 2018
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 engagementWe will most likely spend half of our waking life at work. If you put in the right amount of effort, you can create an environment where you and your staff look forward […].
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.
Contact Center Pipeline
JULY 11, 2018
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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Contact Center Pipeline
AUGUST 3, 2017
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. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond. In this series, we decided to take a […].
TechSee
SEPTEMBER 2, 2020
When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement?
Edify
OCTOBER 27, 2020
The mantra ‘happy employees equal happy customers’ has never been more true than right now. That means it’s critical to put extra emphasis and focus on the employee experience now, given what everyone is going through this year.
Call Center Weekly
MARCH 12, 2018
By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. You have to be fully committed by understanding the principles of employee engagement. Some of which are: C ulture L eadership P urpose A ction Tr ansparency C ommitment R ecognition The purpose is to have an engaged culture, which will make people stay, and go above and beyond what is expected.
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.
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ProProfs Chat
NOVEMBER 20, 2020
Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. What Is Employee Engagement?
Contact Center Pipeline
FEBRUARY 22, 2018
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 Agent Engagement agent engagement call center contact center culture managing generations motivating agents social media
Hello Customer
APRIL 2, 2020
In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. In times like these, you may have an employee iceberg too! There's only 1 thing you can do to find out how your employees are doing and that's. There's nothing more valuable than open feedback: We've developed some features in Hello Customer specifically to be able to survey employees. Check out all our employee engagement resources here.
TELUS International
DECEMBER 14, 2020
From collaboration platforms to virtual learning, discover how digital solutions can be used to help drive employee engagement during COVID-19. People and Culture
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.
Beyond Philosophy
DECEMBER 8, 2014
One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience.
Beyond Philosophy
SEPTEMBER 10, 2015
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.
Experience Matters
JUNE 28, 2018
Why should you care about Employee Engagement? Take a look… Video Script: Did you know that engaged employees are really, really valuable? The post The Employee Engagement Virtuous Cycle (Video) appeared first on Customer Experience Matters®. Employee EngagementBecause it fuels a virtuous cycle that drive customer experience and business success.
Call Center Weekly
APRIL 19, 2018
In recent years, I have had the opportunity to help build structure around employee engagement both from the standpoint of a non-leader, as well as a leader, and in the last eight years I've been able to develop an effective approach to bridging the communications gap between front-line employees and leaders. This approach is simply called Employee Engagement Taskforce. Think about it, we as leaders are tasked with removing roadblocks for your employees.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
ClearAction
DECEMBER 16, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.
Beyond Philosophy
NOVEMBER 17, 2014
Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees. To me, a great Customer Experience is only provided through employees that are engaged.
Andrew Mcfarland
SEPTEMBER 19, 2017
What would Maslow have to say about employee engagement? Or would he reconstitute his hierarchy to apply to engagement so that the bottom of the pyramid might represent survival. Employee Engagement Gallup Hierarchy MaslowWould he say self-actualization is a noble but unattainable pipe dream?
Andrew Mcfarland
SEPTEMBER 30, 2019
During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Employee Engagement Assets Employee of the Month HotelThen I noted that the list stopped in July 2017. Uh oh! What message does this 2+ year gap send to current.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
Experience Matters
JUNE 28, 2017
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement
Experience Matters
MAY 24, 2017
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […]. CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee Engagement
Etech GS
FEBRUARY 24, 2020
Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. If an organization lacks engagement, motivation or skills to reach their fullest potential, the leadership quality within the organization should be examined. Understanding Servant Leadership and Employee Engagement. Employee engagement is often an idea that becomes confused with employee motivation and happiness.
Experience Matters
JULY 23, 2018
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.
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!
Toister Performance Solutions
AUGUST 29, 2019
Employee engagement has been a hot business topic for many years. There is a pile of research that tells us: Engaged employees are more productive. There are too many disengaged employees. Employee disengagement costs companies billions of dollars per year. There's just one glaring problem: nobody agrees on what employee engagement actually means. The employee needs to understand that definition.
Etech GS
JULY 3, 2019
What Is Employee Engagement? Employee engagement measures the passion and commitment of employees to deliver their best efforts and create solutions that will benefit them, the customer and the company. Engaged employees bring their best every day and are fully committed to supporting the vision, mission, and goals of the organization. What Employee Engagement Is Not? Employee engagement is also not employee satisfaction.
Monet Software
MARCH 12, 2020
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. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle.
24-7 InTouch
OCTOBER 24, 2018
Keeping employees happy and motivated can be a challenge in any workplace, and call centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies sho w that happy employees are the most productive employees
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.
Bold360
JANUARY 22, 2020
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. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. Customers expect consistency from all employees throughout.
Contact Center Pipeline
AUGUST 12, 2015
To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. Buzzwords and Wonky Terms OK, I do talk about “employee engagement.” Agent Engagement Cost Management call center contact center employee engagementBut that phrase is bandied about so often in so many different ways for so many audiences that it’s more like a, like a, […].
ClearAction
DECEMBER 12, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.
Injixo
APRIL 14, 2020
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. This makes it all the more important to retain the employees that you have and keep them satisfied. Employee EngagementSometimes, this may be hard to see, but there are some clear signs for you to look out for.
Speaker: Charity Grzelecki, FNOL Supervisor, Selective Insurance
CCNG member Charity Grzelecki of Selective Insurance shares insights and perspectives relating to Selective's best practices for employee engagement.
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