Playvox

AUGUST 15, 2022

Overall, key metrics such as job satisfaction and retention rates have increased with the flexibility of remote work. The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. But that’s not the whole story.

Contact Center 77

Contact Center Gamification Surveys Management 77

SharpenCX

JULY 23, 2020

Agent job satisfaction is central to your other primary metrics in your call center. Without a commute, employees have more time to spend with family and to care for themselves. By working from home, your agents have more time for exercise and will be more likely to eat home-prepared meals.

Contact Center 101

Contact Center Call Center Education At home agents 101

PeopleMetrics

JUNE 26, 2015

To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. If you don’t think a customer’s first interaction with one of your employees matters—well, you’re either out of business, or you’re biding your time. Don't assume that a paycheck warrants employee engagement.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Satrix Solutions

FEBRUARY 22, 2018

Employee engagement and loyalty are vital to any business’ success. But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. Define roles and responsibilities for the survey process.

Surveys 60

Surveys Feedback Employee engagement Management 60

Taylor Reach Group

MARCH 8, 2019

So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In my experience, ensuring that teams are effective is a far more challenging exercise than “buying in” to teams and teamwork. The 5 Dysfunctions of a Team.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Comm100

JANUARY 25, 2018

10% higher customer metrics. Up to 65% less employee turnover. A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement. The last mistake you want to commit is to carry out an impromptu survey of your employees.

Surveys 41

Surveys Feedback Morale Employee engagement 41

Fonolo

JUNE 15, 2021

Additionally, they are likely to find workplace challenges a fun exercise, proactively seeking solutions in order to learn, grow, and support their fellow staff. 5 Important Strategies for Agent Engagement in 2021. Why does call center agent engagement matter? Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth. When we know work is a source of stress, we do what we can to cope.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. this exercise collects customer’s feedback about their experiences with and expectations for your products or services. That says a lot.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ProProfs Blog

JUNE 26, 2019

Quantitative survey questions are used to get quantifiable data on key evaluation metrics. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Net Promoter Score (NPS) is an industry-wide recognized metric that is used to measure customer loyalty.

Surveys 112

Surveys Feedback Education Employee engagement 112

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics. Nate: Yeah, I agree.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

JustCall

DECEMBER 13, 2022

Some conference call bridge s have advanced features like: Screen-sharing Cloud storage Live chat Polls and participant Q&A Recording Collaboration Multiple device access Voice transcriptions Presentation Post-call reporting, including metrics and data analysis. Creating an in-person conference infrastructure is a hefty economic exercise.

voip 52

voip Telecommunications Morale Employee engagement 52

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

SmartKarrot

JULY 26, 2021

Popular customer experience metrics/ KPIs?). CX Metrics are the KPIs used by a company to track customer feedback. These metrics can assist you to figure out how satisfied or loyal your consumers are. Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES).

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

GetFeedback

JANUARY 6, 2020

Measurements and metrics are put into place. . Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Conduct buyer insight research. . Modeling of buyer personas. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Comm100

MAY 21, 2019

While this might feel dangerous to businesses who have traditionally tracked time-based metrics, allowing your team to focus on quality instead of quantity means that they’ll typically make fewer mistakes, improving FCR and CSAT. Metrics aren’t the whole story. You can read my longer writeup of this session over at CX Accelerator.).

Contact Center 57

Contact Center Surveys Best practices Metrics 57