Toister Performance Solutions

JANUARY 3, 2019

A customer service leader recently confided in me that she was having a difficult time hiring new employees. The HR department used a pre-hire personality assessment to screen all applicants. As an experiment, the leader had her existing employees take the assessment. You'll often see indicators of a person's dependability.

Personalization 54

Personalization Advertising Employee engagement Customer Service 54

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return. Employee engagement and retention are the heartbeats of any organization.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

aircall

AUGUST 4, 2021

And when teams are working remotely, managers must decide how those employees can interact effectively with their in-house colleagues without undermining productivity.”. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting Morale 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

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Fonolo

APRIL 27, 2020

And it will help any of your team stay connected with each other on a personal level. Team building exercises and social opportunities are an integral part of forming a great company culture. Team building exercises and social opportunities are an integral part of forming a great company culture. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

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

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. 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.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

aircall

JANUARY 5, 2022

IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. Take employee engagement seriously. Employee engagement can sometimes be difficult to measure, but more organizations are paying attention to it than ever before.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

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

Totango

DECEMBER 23, 2021

In the past, burnout and other work-related mental health issues were dismissed by organizations as personal problems that could be easily solved by working a few fewer hours each week or switching to a new role. Are your employees struggling to concentrate? Poor Employee Engagement. What is Burnout? Reduced Productivity.

Morale 98

Morale Employee engagement Personalization Enterprise 98

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 Contact Center 148

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. JTBD are the ultimate outcomes a person seeks through their relationship with your brand. This is NOT the same as job roles and responsibilities!

Government 71

Government Enterprise Surveys Personalization 71

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

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Toister Performance Solutions

DECEMBER 4, 2018

Ask each person to write down a brief definition of each one. 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.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. What does theatre looks like as an engagement tool in the workplace.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

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. Are there structured activities you can do as a team to contribute to your mission? Finally, don’t give up hope.

Contact Center 71

Contact Center Employee engagement Personalization Customer Service 71

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

Fonolo

JUNE 15, 2021

They are able to visualize the overarching goals of the company, as well as their own personal goals. This is why engaged employees tend to respond positively and proactively to any goal-setting steps you may take as a manager. 5 Important Strategies for Agent Engagement in 2021. Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

Satrix Solutions

JUNE 11, 2018

Aligning Employees Through “Line of Sight”. One of the suggestions shared was to conduct a “line of sight” role-playing activity to help all employees (customer facing or not) realize the impact they personally have on customers. Customer Journey Mapping Exercise. Outlining the Customer Experience.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

ProProfs Blog

JULY 30, 2021

This could be because of many factors like incorrect wording of questions, confused order of answer options, survey respondents’ personal beliefs, and so on. For example, a survey question “Do you exercise regularly?” A person chooses extreme options either due to the strong emotional tone in the survey wording. Personal Bias.

Surveys 78

Surveys Morale Feedback Journey mapping 78

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

Russel Lolacher

OCTOBER 3, 2022

And when I came to the person I was volunteering with, she said, Oh, my gosh, are you going to be working with so and so? He is the greatest person in this industry. But people don’t realize or trauma a lot of the time, what people don’t realize is that it’s such a personal thing. But it is a personal thing.

Personalization 98

Personalization Employee engagement Marketing Management 98

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

inmoment

FEBRUARY 11, 2020

This person can be the program champion, someone from your internal training team, or a representative from HR. . Regardless of who this person is, it is their job to make sure that every employee participates in the training program.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

Avaya

AUGUST 17, 2016

In my professional life, I’ve found that a village, or community, is just as important as it is in my personal life. Many times, the building of a village in your personal life comes from necessity. Be a team player, encourage your colleagues, facilitate or participate in team building exercises. Be a champion. Be an extrovert.

Employee engagement 45

Employee engagement Personalization 45

JustCall

DECEMBER 13, 2022

Creating an in-person conference infrastructure is a hefty economic exercise. By fashioning a virtual meeting room, conference bridge calls foster effective yet cost-efficient communication among team members/ employees. Call bridging leads to enhanced employee engagement and employee morale.

voip 52

voip Telecommunications Morale Employee engagement 52

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Calltools

FEBRUARY 3, 2021

Some of these traits include: Social Personality. They are the voice of your business, so their social personality is key to your business success. Your interview process should vet the personality you are seeking for different roles. Your company culture can make a difference in employee turnover rates. Company Culture.

Call Center 52

Call Center Sales Morale Technical Support 52

Toister Performance Solutions

JULY 17, 2018

One assessed cognitive ability and the other was a personality assessment. 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. That happened to me when I did this exercise.

Calibration 48

Calibration Construction Employee engagement Consulting 48

PeopleMetrics

JUNE 26, 2015

It’s been an eventful couple of months on the personal front. Put the right person at the front desk. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. The lesson here is that employee advocacy is rare. Don't assume that a paycheck warrants employee engagement.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Momentum Telecom

DECEMBER 21, 2020

We’ll be more intentional about where and when we meet in person, with work that features t eam-building and collaboration having priority. Of course, nothing beats the experience of cheering on your favorite team in person. Or singing along with the crowd to your favorite band.

Entertainment 98

Entertainment Education Technology Employee engagement 98

Russel Lolacher

APRIL 24, 2023

So you know, option one is you interrupt the meeting you reprimand or redirect the person. Well, you know, every firstly, the person that you’re redirecting becomes embarrassed, and everyone else in the room says, I wonder what meeting I’m gonna get shot. And in no way did it embarrass the person.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Russel Lolacher

MARCH 8, 2021

In providing customer care to your customers through frontline services (social media platforms, LIVE chat, phone, in-person), you will engage every day – answering questions, correcting misinformation, listening to concerns, passing on feedback, etc. A quick fresh start. It’s not about you, it’s about the concern.

Customer Care 64

Customer Care Feedback Personalization Employee engagement 64