Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Get Feedback. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Employee engagement and empowerment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

SharpenCX

SEPTEMBER 14, 2021

Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Write your employees notes and mail them to their homes. Recognition is critical for employee engagement and retention. They take intention and time.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

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. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

JustCall

MARCH 28, 2023

When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. Furthermore, accountability guarantees that teams meet their deadlines and up their performance. Your bottom line will suffer from low employee engagement levels.

Sales 52

Sales Management Morale Employee engagement 52

Satrix Solutions

FEBRUARY 18, 2020

Collecting and curating employee feedback. If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started. Employees value being asked what they think.

Morale 78

Morale Employee engagement Surveys Feedback 78

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

DECEMBER 13, 2023

Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ShepHyken

JULY 1, 2016

But what if you are ignoring your greatest resources for improvement: your frontline employees? Feedback from customers and opinions of management can all be skewed due to a limited perspective. Ways you can open these lines of communication are: Weekly staff meetings with agenda items suggested from employees.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Fonolo

JUNE 9, 2020

According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. It might be tough to organize meetings and cooperate efficiently when staff is situated in various regions of the world.

Management 52

Management Best practices Employee engagement Morale 52

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important.

Call Center 136

Call Center Surveys Coaching Best practices 136

ProProfs Blog

JULY 20, 2021

This can affect the morale of the entire workforce. A survey conducted by Glassdoor highlights the crucial factors that matter the most for employee satisfaction in the US. Read more: How to Improve Customer Experience Using Employee Feedback. Reasons to Conduct Employee Satisfaction Survey. Predict Attrition Rate.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Taylor Reach Group

MAY 11, 2023

I got to see a number of familiar faces and meet a bunch of new friends. Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale. I also saw a lot of very interesting technologies. Improve your processes.

Contact Center 62

Contact Center Morale Consulting Consulting 62

JustCall

APRIL 3, 2023

According to HBR, 71% of respondents rank employee engagement as very important to achieving overall organizational success. In other words, managers must collect and provide regular feedback from their team to ensure team collaboration. What Are Some of the Key Challenges to Team Collaboration?

Morale 40

Morale Feedback Management Personalization 40

Playvox

JULY 14, 2023

Offer Feedback Regularly offering agents feedback is key for them to understand how they are performing. Feedback should always be a mix of positive comments and opportunities to improve. Your agents will be better equipped to meet customer needs while outperforming competitors.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Russel Lolacher

SEPTEMBER 22, 2020

In it, she highlights five areas: maintaining culture; communication; feedback; tools and resources; and autonomy and empowerment. My Experience in Keeping Remote Employees Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader.

Call Center 99

Call Center Contact Center Gamification Construction 99

Uniphore

SEPTEMBER 30, 2021

Ideas for public recognition can include: Stopping in the middle of a meeting to recognize employees who have gone above and beyond or passed personal milestones like one, two or five years of service to the organization. Calling out team wins to keep morale levels high.

Morale 40

Morale Call Center Best practices Feedback 40

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Amazon starts every meeting with a customer story.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

ProProfs Blog

SEPTEMBER 17, 2021

When employees are satisfied with their work challenges, perks, benefits, etc., they seldom think about shifting their company, reducing the employee turnover rate. Improve Employee Engagement Level: Your happy employees are also highly engaged in their workplace. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Russel Lolacher

SEPTEMBER 22, 2020

In it, she highlights five areas: maintaining culture; communication; feedback; tools and resources; and autonomy and empowerment. My Experience in Keeping Remote Employees Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Employee engagement 52

Employee engagement Morale Metrics Personalization 52

Callminer

OCTOBER 3, 2019

Pay attention to employee feedback to keep your staff engaged and motivated. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. Keep the three key factors of employee engagement in mind. What is the answer? This is Why.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Real Blue Sky

AUGUST 9, 2022

Create a great workplace culture and your organization can experience higher productivity, better employee morale, greater employee engagement, lower staff turnover, more sales and creativity, and boosted customer experiences. 67% of employees say they experience stress at work weekly, which is up from 62% pre-pandemic.

Contact Center 52

Contact Center Feedback Employee engagement Morale 52

Calltools

AUGUST 7, 2019

2) Focus on Building Rapport During Calls Employees that meet face-to-face with potential clients have the advantage of reading body language. When you have a strong example, it’s difficult for the person to become hostile or ignore your feedback. It’s easy to forget that you’re a part of a team striving to meet goals together.

Sales 40

Sales Morale Employee engagement Metrics 40

Beyond Morale

SEPTEMBER 20, 2011

A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. You are not meeting my needs; I need to feel valued by you at work”? What happens when your needs aren’t met? Can you recognize this in yourself?

Morale 54

Morale Employee engagement Feedback Personalization 54

Call Experts

APRIL 7, 2022

A human resources team ‘s primary job is to promote the success of the organization’s employees. The HR team is responsible for providing career paths and regular check-ins with employees to provide feedback. Employees expect their employers to support their career development.

Answering services 52

Answering services Morale Self service Healthcare 52

Hodusoft

OCTOBER 19, 2023

SLAs are the best way to ensure that the vendor meets your requirements efficiently. Employee Engagement There is no doubt that highly engaged employees are more motivated and productive. This proves that employee engagement is a fundamental factor in business profitability.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52