Genroe

JUNE 25, 2015

I have to admit that, as an engineer , in the past I have been guilty of just such thinking. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. I was wrong.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. They determined that just a negligible increase in engagement netted a specific store a big boost in sales.

Engineering 74

Engineering Morale Employee engagement Big data 74

Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. – DON’T LET UP! .

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Callminer

OCTOBER 11, 2018

Employee engagement. Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. With smart-routing, companies can also boost employee morale. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SharpenCX

JUNE 9, 2021

Allowing employees to work from home even just half of the time can save companies about $11,000 per employee. A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. Let’s be real, though.

Management 67

Management Contact Center Employee engagement Engineering 67

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SharpenCX

SEPTEMBER 17, 2019

In fact, a recent survey from Celonis found that at least 45% of executives don’t know where to begin when it comes to developing a digital transformation framework & strategy. Through customized data, surveys, reviews, and convos with agents, find pain points and what’s holding you back from reaching goals.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59