INDUSTRY INSIGHTS YOUR PEERS ARE READING
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 engagement MORE
Featured call center call center scheduling change management communication contact center employee engagement recruiting storytelling WFMThe end of August signals the end of the summer and, for many, a renewed focus on the workplace. MORE
Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. Joachim Rogers : Sure, when we do we think about how do we keep employees engaged it’s not just about what we’re giving them. MORE
The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. MORE
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement 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
This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple. 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. MORE
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 MORE
Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure. This is how employee engagement takes on much greater significance for customers and employees and investors alike. 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 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 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: […]. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. MORE
Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’? MORE
When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. 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
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D., 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
Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. To engage your employees, create an experience where they do meaningful work with people who are supportive of them. Back to Human. 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. What Walmart and Google Show Us About Employee Engagement. MORE
Featured AI artificial intelligence call center contact center culture employee engagement FCR first-call resolution first-contact resolution planning WFM workforce managementHoliday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center. MORE
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" As an employee engagement advisory board member, I realize employees have different motivation. Now is the time to engage. MORE
This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. CCW employee engagement MORE
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden. MORE
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS. MORE
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended MORE
Agent Motivation call center contact center employee engagement morale motivationI love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. 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. MORE
We’d all like to have an employee like Nicky, who goes beyond the basics and is enthusiastically bought-in to serving customers. An employee who takes pride in their job, and brings a bit of their personality to work. The employee needs to understand that definition. MORE
When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement? MORE
Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? The post Are your Parents are to Blame for Low Employee Engagement? 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®. MORE
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. MORE
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership. 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
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? MORE
Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X MORE
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. MORE
For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Strategies to build employee buy-in and ownership. MORE
A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% MORE
Scheduling can be a complicated and daunting task, especially for companies that manage many employees. Between family, illness, and absenteeism, employees may choose to take time off work, leaving Contact Center managers scrambling to find coverage. In all these cases, employees not only want to work and get paid, but they also want flexibility in their jobs. MORE
Employee engagement Related Topics 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 engagement
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
ClearAction
DECEMBER 16, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.
Call Center Weekly
SEPTEMBER 26, 2018
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" As an employee engagement advisory board member, I realize employees have different motivation. Now is the time to engage.
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. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.
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
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. What Walmart and Google Show Us About Employee Engagement.
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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.
ClearAction
DECEMBER 12, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement
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.
Call Center Coach
SEPTEMBER 10, 2018
Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. Joachim Rogers : Sure, when we do we think about how do we keep employees engaged it’s not just about what we’re giving them.
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
Customer 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®.
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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.
Customer 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: […].
Beyond Philosophy
DECEMBER 5, 2017
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,
Brad Cleveland
JUNE 9, 2016
Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X
Customer 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.
Call Center Weekly
APRIL 19, 2018
This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. CCW employee engagement
Win the Customer
DECEMBER 31, 2013
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended
Customer Experience Matters
FEBRUARY 26, 2018
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017.
Customer 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
Toister Performance Solutions
OCTOBER 16, 2018
We’d all like to have an employee like Nicky, who goes beyond the basics and is enthusiastically bought-in to serving customers. An employee who takes pride in their job, and brings a bit of their personality to work. The employee needs to understand that definition.
Beyond Philosophy
JULY 12, 2016
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.
ijgolding
JANUARY 28, 2018
Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’?
Customer Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
Injixo
APRIL 19, 2018
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
Beyond Philosophy
MARCH 19, 2015
A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%
Brad Cleveland
MAY 31, 2016
The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience.
Call Center Coach
OCTOBER 22, 2018
For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Strategies to build employee buy-in and ownership.
CX Journey
JULY 13, 2017
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement?
ConvergeOne
AUGUST 13, 2018
Scheduling can be a complicated and daunting task, especially for companies that manage many employees. Between family, illness, and absenteeism, employees may choose to take time off work, leaving Contact Center managers scrambling to find coverage. In all these cases, employees not only want to work and get paid, but they also want flexibility in their jobs.
CX Journey
JULY 21, 2015
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership.
Beyond Morale
OCTOBER 16, 2012
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden.
Genroe
JUNE 25, 2015
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS.
Beyond Morale
AUGUST 24, 2011
When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement?
Beyond Morale
OCTOBER 11, 2011
Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? The post Are your Parents are to Blame for Low Employee Engagement?
Contact Center Pipeline
OCTOBER 25, 2017
Agent Motivation call center contact center employee engagement morale motivationI love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent.
ShepHyken
NOVEMBER 13, 2018
Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. To engage your employees, create an experience where they do meaningful work with people who are supportive of them. Back to Human.
ShepHyken
AUGUST 29, 2018
When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well.
ClearAction
DECEMBER 16, 2017
Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure. This is how employee engagement takes on much greater significance for customers and employees and investors alike.
Contact Center Pipeline
NOVEMBER 29, 2018
Featured AI artificial intelligence call center contact center culture employee engagement FCR first-call resolution first-contact resolution planning WFM workforce managementHoliday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center.
Contact Center Pipeline
AUGUST 30, 2018
Featured call center call center scheduling change management communication contact center employee engagement recruiting storytelling WFMThe end of August signals the end of the summer and, for many, a renewed focus on the workplace.
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