Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

CSM Magazine

APRIL 15, 2020

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. We believe there is an easier way to deploy workforce management solutions accessible to all contact centers, regardless of size.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

Contact Center Pipeline

SEPTEMBER 6, 2016

Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

CSM Magazine

NOVEMBER 19, 2020

Nonetheless, academic writing is a very useful skill that you must acquire as a manager. As a manager, you have to understand the importance of written communication. Why do managers need academic writing skills? Here are some of the reasons this skill is useful for managers: It helps in communicating formally.

Management 139

Management outsourcing Construction Employee engagement 139

CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Since its launch, the ESSC has seen 120% increase in its employee’s engagement in the app.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

Connect First

MAY 5, 2017

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Why the new trend? That’s a staggering statistic.

Call Center 40

Call Center Management Employee engagement Contact Center 40

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. He advocated for the idea that each employee, regardless of position, has a role in influencing the customer’s perception of the company.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. During his career he has managed over 20 million incoming phone calls.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Call Center Weekly

DECEMBER 13, 2017

Leaders who are transparent, more often than not, establish better relationships with their employees. Engagement Be engaging and cut out the hierarchy. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. Keeping your staff in the loop, helps develop and build trust.

Coaching 149

Coaching Employee engagement Education Surveys 149

CSM Magazine

MARCH 1, 2022

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software.

Management 59

Management Multichannel Finance Employee engagement 59

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Good managers do this concisely but with passion, not matter what the work is. Plus, they think bigger.

Management 52

Management Coaching Morale Employee engagement 52

CSM Magazine

OCTOBER 26, 2023

They offer employees the opportunity to receive feedback and enhance their skills. Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. Managers may only observe employees in situations leading to an understanding of their overall performance.

Feedback 52

Feedback Employee engagement Surveys Management 52

Beyond Philosophy

JUNE 2, 2015

As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned. Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America.

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

CSM Magazine

JULY 4, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. About the Author.

Management 72

Management Customer Service Airlines Employee engagement 72

CSM Magazine

OCTOBER 16, 2023

However, many companies, especially small and medium-sized enterprises, might not have the in-house expertise or resources to manage their HR needs optimally. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

OCTOBER 17, 2023

Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. For people, there are stories about workers quiet quitting, there’s always like a new term about how people are trying to manage their relationship to work.

Coaching 98

Coaching Personalization Consulting Consulting 98

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. To improve work conditions and employee engagement and development, here are some things to do to keep your agents from leaving: Implement an effective onboarding program to make sure that new employees are well-trained.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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. Finally, show deep respect for employees’ points of view, opinions, and ideas. Improving or transforming your employee experience is often easier than you might think.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

The Petrova Experience

JULY 20, 2023

Empowered Hospitality Teams Deliver Exceptional Experiences Fueled by Hospitality Training that promotes customer-centricity and employee empowerment, hospitality teams become strong, resilient, and creative. Daily challenges are more manageable when team members grow to rely on, support, and sustain each other.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data. So what’s next for the cloud?

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

NOVEMBER 24, 2022

UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win the Large Contact Centre of the year category, plus the silver award for most effective management of peak demand in partnership with Content Guru.

Employee engagement 59

Employee engagement Customer Service Customer Experience Management 59

CSM Magazine

JUNE 24, 2022

Keep improving your organizational culture to keep it relevant to your business and employees’ needs. You Can Set up the Right Expectations for a Higher Employee Engagement. Setting up the expectations of your employees can either make or break the deal for your company’s productivity.

Employee engagement 52

Employee engagement Management Marketing 52

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. At the same time, employees were being stretched at home and work as lines between each blurred more than ever before. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

JANUARY 11, 2023

SelectBlinds has selected Medallia, a customer experience management platform, to help improve and enhance their customers’ experiences. With customers and employees engaging in new ways, leading organizations recognize that experience has become a critical foundation for business success.

Customer Experience 52

Customer Experience Employee engagement Contact Center Customer Care 52

CSM Magazine

NOVEMBER 14, 2023

The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. Nearly half of contact centre managers (45%) say agents currently do not have the right skillsets. AI is going to impact customer service agents, but not in the way most people probably think.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

OCTOBER 26, 2023

Enhancing Employee Engagement and Motivation When employees feel that their skills and contributions are valued, it naturally boosts their engagement and motivation at work. Assessment software provides a platform for employees to showcase their abilities and receive feedback on their performance.

Employee engagement 52

Employee engagement Sales Feedback Customer Experience 52

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

JUNE 22, 2023

You can implement applicant tracking systems and utilize recruitment tools to manage applications, schedule interviews, and automate repetitive tasks. It is crucial that you train your hiring managers and recruits to recognize and mitigate unconscious biases.

Education 52

Education Employee engagement Feedback Analytics 52