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.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. Jul 12, 2021 Donna Fluss.

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Best Employee Engagement Software & Tools

ProProfs Chat

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. . What is Employee Engagement Software?

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

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.

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. 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.

7 Employee Engagement Superpowers for More than Mere Mortals

Russel Lolacher

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement.

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

Employee Experience vs Employee Engagement

Customercount

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.

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 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.

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. 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 […].

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.

What is employee engagement?

delighted

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work.

Your Ultimate Guide to Employee Engagement Surveys

ProProfs Chat

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?

Employee Engagement: Why is it Important?

Call Center Weekly

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.

Customer Centric Employee Engagement

ClearAction

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.

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.

Getting employee engagement right when ramping in the tech sector

TELUS International

Discover why employee engagement is a critical component of an effective ramping program. A surge in interest for e-commerce and delivery platforms is pushing tech companies to ramp in order to keep pace with demand.

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 Agent Engagement agent engagement call center contact center culture managing generations motivating agents social media

How to motivate your WFH contact center staff – tactics for remote employee engagement

TechSee

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?

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

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.

Redefining Customer Experience Metrics for Better Performance

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.

Excel at Employee Engagement

24-7 InTouch

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

What exactly is employee engagement?

Toister Performance Solutions

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.

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

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.

Measuring employee engagement with Hello Customer

Hello Customer

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.

5 Ways to Engage Employees for Immediate Impact

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!

How to Keep Customers and Employees Engaged During a Pandemic: Part 2

Edify

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.

Customer Centric Employee Engagement

ClearAction

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.

5 Ways Servant Leadership Improves Employee Engagement

Etech GS

Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. Understanding Servant Leadership and Employee Engagement. Servant leaders display a deep interest in understanding the needs of employees.

The Employee Engagement Virtuous Cycle (Video)

Experience Matters

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.

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!

Building a Strong Foundation for Employee Engagement

Monet Software

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. So what are the prerequisites for robust workforce engagement?

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

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.

How to deploy an employee engagement survey

GetFeedback

Learn everything you need to know about effectively deploying an employee engagement survey. Guides

How to deploy an employee engagement survey

GetFeedback

Learn everything you need to know about effectively deploying an employee engagement survey. Guides

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.

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

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.

Maslow’s Hierarchy and Employee Engagement

Andrew Mcfarland

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?

CXNext Live: Good Employee Engagement = Good Customer Experience

Bold360

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.

The Human Side of Employee Engagement

Experience Matters

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

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.