ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Accountability 198

Accountability Coaching Best practices Customer Service 198

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Done right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. Coaching helps develop your agents’ skills. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

Beyond Philosophy

MAY 19, 2015

For a more detailed account of how Target achieved this exercise, read the full story here. #2: Many of my clients who have undertaken this exercise are surprised by the subconscious signals they learn about in their current experience. 3: The Best Companies Link Employee Engagement and CX.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Real Blue Sky

NOVEMBER 21, 2023

Next, we explore the crucial role of employee engagement and retention, and how investing in your workforce can lead to a more satisfied customer base and propel brand growth. Fostering a Positive Work Culture A positive work culture is another cornerstone of employee engagement.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

CX Global Media

JANUARY 8, 2019

Each day, for 14 days virtual campers can access a new video in their Private Facebook Community with instructions and an opportunity to share their experience, learning, exercising, and to get motivated with other boot campers. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement .

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

Guru

APRIL 7, 2021

Don't miss Bonusly's article on maximizing employee engagement. But because companies are still, a year later, dealing with the logistical challenges of the sudden shift to remote work, many haven’t yet focused on the post-pandemic change management exercise of returning all—or parts—of their workforce to office hubs.

Employee engagement 62

Employee engagement Management 62

Beyond Philosophy

NOVEMBER 12, 2015

The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Hire People with a High EQ.

Consulting 368

Consulting Consulting Employee engagement Customer Experience 368

Beyond Philosophy

JANUARY 7, 2016

Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

Employee engagement 186

Employee engagement Big data Analytics Education 186

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

aircall

AUGUST 4, 2021

Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives. Focus on Employee Engagement. The Importance of Team Building in a Hybrid Workforce.

Employee engagement 108

Employee engagement call center software Morale Consulting 108

CX Accelerator

DECEMBER 31, 2018

Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! Nate recently turned me onto OfficeVibe which can help you measure employee engagement. She even includes several exercises in the book.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Fonolo

OCTOBER 21, 2021

Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. How to Foster Agent Engagement in a Hybrid Contact Center. Read on to find out.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

Beyond Philosophy

JANUARY 7, 2016

Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Fonolo

APRIL 27, 2020

Team building exercises and social opportunities are an integral part of forming a great company culture. If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

CSM Magazine

DECEMBER 29, 2022

The most prominent ones for companies include: Higher employee engagement; Better problem-solving skills; Boosted peer interaction; Enhanced learning skills; Improved employee well-being; Increased productivity; Easier adaption to change in the work setting. Top benefits of collaborative learning.

Education 52

Education Coaching Employee engagement Enterprise 52

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Expivia

MAY 28, 2021

Lesson plans, exercises, and printouts can help guide the training and structure the course. Having some snacks and drinks prepared, cracking jokes, and fun exercises go a long way. Our leadership prides itself on employee engagement and success. Always be prepared for these meetings.

Call Center 98

Call Center Management Coaching Education 98

Taylor Reach Group

JANUARY 6, 2023

This won’t be an overnight exercise; technology projects can be delayed and won’t yield results instantly. . At the end of the day, the winners will be the agents who will receive a living wage, and be better equipped to do their jobs, resulting in more satisfaction, engagement, and retention.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

ProProfs Blog

AUGUST 6, 2021

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.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

SharpenCX

MAY 12, 2020

The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. Organizations that have over 50% employee engagement retain 80% of their customers. Engaged employees are 38% more likely to have above average productivity.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

aircall

JANUARY 5, 2022

Take employee engagement seriously. Employee engagement can sometimes be difficult to measure, but more organizations are paying attention to it than ever before. In its 2021 Employee Experience survey, Willis Towers Watson found 40% of firms believe the pandemic had a negative impact on employee engagement.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss.

Call Center 148

Call Center Morale Best practices Interactive Voice Response 148

Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. For more information about call center engagement, download our magnum opus on the topic. Triage Immediately.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Ask each person to write down a brief definition of each one.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

Totango

DECEMBER 23, 2021

So, if you begin to notice an uptick in your company’s turnover rate, it’s important to investigate whether or not your employees are dealing with burnout before it becomes a bigger problem. Poor Employee Engagement. Are your employees motivated to work hard?

Morale 98

Morale Employee engagement Personalization Enterprise 98

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities.

Coaching 91

Coaching Customer Service Scripts Morale 91

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work. Gregg Ledermen.

Airlines 52

Airlines Employee engagement Finance Personalization 52

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. How else could your organization go about establishing a clear line of sight between employee behavior and customer experience? One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Customer Experience Matters

DECEMBER 18, 2018

It was a great exercise. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX).

Customer Experience 86

Customer Experience Management Employee engagement Marketing 86

Customer Service Life

NOVEMBER 7, 2020

Continuous training and improvement – When I talk about training, I’m talking both about job-related training as well as exercises, like Strengthsfinder, that focus on personal development.

Contact Center 71

Contact Center Employee engagement Personalization Customer Service 71

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ClearAction

NOVEMBER 14, 2022

Show employees at every level how their decisions and handoffs affect others. This can be done in many ways, such as a “ 6 degrees of separation ” exercise. Who depends upon whom? What are the consequences of dropping the ball?

Government 71

Government Enterprise Personalization Surveys 71

Toister Performance Solutions

JULY 17, 2018

Yet her actual performance indicated she was one of the company's top performers in nearly every category, from financial results to service quality to employee engagement. This exercise will help you construct a more accurate hiring profile than the generic one provided by your vendor.

Calibration 48

Calibration Construction Employee engagement Consulting 48