Liveops

MARCH 15, 2021

Watch the full webinar here. . You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . Measuring engagement and productivity is not a one-size-fits-all model. An important piece to integrate is real-time feedback. Give your agents time to adapt.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

Clarabridge

NOVEMBER 22, 2016

The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience. It shows employees exactly what they need to know.

Employee engagement 40

Employee engagement Feedback Customer Experience Call Center 40

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. Give proper feedback.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

COPC

MAY 23, 2023

US Employee Engagement Research Report COPC Inc. Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention. Honing a team leader’s skillset is fundamental to broader contact center employee engagement initiatives.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Serenova

NOVEMBER 14, 2019

This is bad news for contact centers with disengaged employees since the battle to deliver good customer service is usually fought by a company’s frontline: its contact center agents. Here’s a peek of three thought-provoking takeaways you can expect from the webinar: There’s science behind employee engagement.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Beyond Philosophy

JUNE 15, 2017

Here are three things you can do today to try to engage your millennial employees: Communicate how their work matters. To engage Millennials, give them feedback about their performance early and often. We also know that these employees are least likely to be Millennials. How often is up to you and their manager.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Webinar Series A Vision for AI in Customer Support This webinar series explores the potential of AI to revolutionize both front-end processes that impact customer interactions and back-end operations.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. For this, it is critical to implement clear performance measures as well as performance management systems that allow you to follow employee progress and assess performance remotely.

Management 52

Management Best practices Employee engagement Morale 52

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. Gamification helps drive agents’ sense of competition within themselves and with others to get them engaged in improving their skills. In a contact center environment, feedback to agents should be hourly or at least daily.

Gamification 52

Gamification Call Center Contact Center Coaching 52

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

PeopleMetrics

APRIL 3, 2015

Involve employees. Balance the customer feedback. Share early successes, and develop a regular feedback rhythm. So, as you use Voice of the Customer software to gather customer feedback, make it a point to share some great stories in company communications like newsletters, videos, emails, webinars, podcasts, or town halls.

Best practices 102

Best practices Customer Experience Management Feedback 102

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Keeping agents of any generation motivated starts by keeping them engaged. Multigenerational Workforce Challenges.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

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

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CSM Practice

MARCH 9, 2021

Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results. How did Glint manage to get customer feedback? Glint implemented a closed-loop feedback approach.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

Playvox

JANUARY 12, 2023

Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects. And they can help managers “walk the floor” remotely to stay engaged with their teams. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. Analytics tell supervisors exactly where an agent is falling short so that feedback is both timely and individualized. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

CSM Magazine

JUNE 1, 2021

Employee engagement programs, like recognition and more tailored coaching, can improve service delivery and reduce attrition rates. With Medallia, organizations can empower their frontline team with real-time, agent-level feedback. Reporting Findings Webinar.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Verint

JULY 6, 2017

July 11; Online Webinar. Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility. July 12; Online Webinar.

Best practices 36

Best practices Employee engagement Analytics Feedback 36

inmoment

MAY 5, 2020

The work you do now to listen attentively to feedback from employees and customers will help you guide your organization through the current crisis and beyond. Double Down on Employee Engagement Strategies. Check out our latest webinar, Revealing the Power of Experience Programs in a Time of Crisis.

Banking 52

Banking Call Center Metrics Employee engagement 52

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! Raving (employee) fans.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. And act on the feedback?

Employee engagement 0

Employee engagement Consulting Consulting Feedback 0

Hello Customer

APRIL 24, 2020

The switch to a new way of working is hard because your employees miss the energy of physical customer interaction. There is no instant feedback to know if they are doing a good job. At the same time, organisations need to make their employees believe that they are creating value for the customer.

Consulting 87

Consulting Consulting Feedback Management 87

NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article. Watch the free webinar here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Engagements must be tagged to understand how to optimize routing and save customers' time. Use feedback from the system to improve its efficiency. Listen and optimize.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Verint

AUGUST 1, 2017

August 1-24; Webinar Series. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 3; Webinar. CXPA Webinar: Five Secrets of Journey Analytics Everyone Must Know. August 22; Webinar. Verint Summer School 2017.

Customer Experience 25

Customer Experience Employee engagement Analytics Personalization 25

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

JUNE 29, 2021

Training is vital for productive growth , employee engagement, and a successful customer experience. Then, when employees reach a sticky situation or a difficult problem with a customer, they have what they need to consider innovative ways to help your customers. As a manager, you know the training game in your call center.

Customer Service 67

Customer Service Coaching Call Center call center software 67

Verint

JULY 5, 2017

In a recorded webinar, Creating Competitive Advantage through Process-Led Transformation , Accenture Managing Director Mark George shared a startling statistic. As Craig Seebach stated in the webinar, Creating Tremendous Results at Speed , “metrics are numeric expressions of your organization’s goals.”

Metrics 29

Metrics Engineering Feedback Management 29

Verint

JUNE 2, 2015

June 1-4; Online Webinar. She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. CRMXchange Virtual Conference: Quality Assurance and Analytics. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?”

Analytics 35

Analytics Enterprise Feedback Customer effort 35

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries! Nate: Yeah, I agree.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Verint

MARCH 23, 2018

In a recent webinar, Keeping Customer Promises , Ovum analyst Tom Pringle and I discussed the top three reasons back offices are impairing organizations’ ability to respond quickly to the increasing demands of the digital consumer: Organizational silos. They also are not getting the timely, contextual feedback they crave.

Customer Service 30

Customer Service Banking Feedback Management 30

Verint

JUNE 1, 2017

June 5-8; Online Webinar. CRMXchange QA & Analytics Virtual Conference. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m.

Analytics 30

Analytics Employee engagement Coaching Feedback 30