article thumbnail

Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy

ShepHyken

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

article thumbnail

Employee Engagement, are we still tripping over the same rocks?

CCNG

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. It starts at the top.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

QUI QUOTES Reminders about Leadership and Employee Engagement.

Bill Quiseng

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

article thumbnail

Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development

CCNG

Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. Effective Rock-Solid Employee Engagement must be a part of the fabric of the organization.

article thumbnail

Best Practices for Keeping Remote Employees Engaged

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.

article thumbnail

Employee Engagement: 5 Lessons from a Pandemic

Contact Center Pipeline

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. Google the term “employee engagement” and you’ll get 347 million results in less than one second, so it’s safe to say this is a topic […].

article thumbnail

Best Employee Engagement Software & Tools

ProProfs Blog

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

article thumbnail

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.

article thumbnail

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Gamification is still a hot topic within the contact center world.

article thumbnail

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

She will describe how to connect business results metrics with employees’ workflow metrics, including: Early warning signals. Employee engagement. 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. Organizational empowerment.

article thumbnail

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.

article thumbnail

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

You will also learn: The single most profound finding ever on employee engagement. Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities!

article thumbnail

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

In this presentation, we will discuss the five critical components for building a successful coaching program that uses AI to allow managers and agents to engage in constructive dialogue to reduce burnout and increase employee engagement. The importance of efficiency when onboarding and training agents.

article thumbnail

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

The most important asset of any call center are the employees. To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. This can be hard to do. Even when you feel like you have this nailed down, your tactics could become stale.

article thumbnail

CCNG Member Talk - Employee Engagement

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.