Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […]. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparency

The Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement.

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement


This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience.

Employee Engagement: Now is the Time

Call Center Weekly

If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" Who wouldn’t want a manager who has taken calls, and sat in the position they are in today? Therefore, engagement must be unique and personal.

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.

Customer Centric Employee Engagement


Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Disengaged Employees Cost Money. Engaged Employees Make Money.

Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

Call center team engagement isn’t a science. These are engaging an organization’s talent. At the essential part of rep’s engagement is similar to any industry. They are failing to offer an engaging, challenging and attractive workplace. The management talent is essential.

Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. CCW employee engagement

Employee Engagement and the Digital Workplace

Creative Virtual

By Mandy Reed, Marketing Manager (Global). Organisations are dealing with the rapid pace of digital change, both internally and externally, and the ways those changes are affecting their employees. From HR to internal IT support desks, companies are increasingly placing a focus on improving the employee experience through new digital initiatives. The post Employee Engagement and the Digital Workplace appeared first on Creative Virtual.

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Learn How Coca-Cola Adds Life to Contact Center Employee Engagement

Call Center Coach

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Strategies to build employee buy-in and ownership.

Understanding the Employer Journey — The Employee Engagement Loop


Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’?

How to boost employee engagement in your contact center with 2 simple tactics


In many of my writings so far, there’s been a lot of focus on how to make workforce management, or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents.

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

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. What is Employee Engagement?

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. The manager’s job is to make sure that such learning takes place.

How to Achieve Higher Employee Engagement with Shift Bidding


Scheduling can be a complicated and daunting task, especially for companies that manage many employees. Between family, illness, and absenteeism, employees may choose to take time off work, leaving Contact Center managers scrambling to find coverage. In all these cases, employees not only want to work and get paid, but they also want flexibility in their jobs.

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

Creative Virtual

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. This was glaringly obvious at the recent AI & Robotics Directors’ Forum: AI Enhancing Customer & Employee Engagement. Organisations are coming to understand the benefits of providing better and easier support for employees.

11 Proven Approaches to Customer Feedback Employee Engagement


Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Have a strong change management focus. To some people change management seems like a needless waste of time.

Absenteeism Is a Pain

Contact Center Pipeline

Schedule Adherence absenteeism adherence agent scorecards attendance attrition call center contact center employee engagement poor morale workforce managementAbsenteeism is a pain, we all know that.

Top 5 Posts in August

Contact Center Pipeline

Featured call center call center scheduling change management communication contact center employee engagement recruiting storytelling WFMThe end of August signals the end of the summer and, for many, a renewed focus on the workplace.

When it Comes to Contact Center Management, Keep Your Best Leaders Motivated

Taylor Reach Group

It’s up to you to manage up the line and prevent issues there from distracting your people. Employee Engagement Employee Experience Leadership retention Success TrainingBy: Peg Ayers. Are all the leaders on your team equally skilled?

Engaged Employees = Happy Customers

Contact Center Pipeline

Employee engagement is more than just a buzzword. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.

Top 5 Posts in November

Contact Center Pipeline

Featured AI artificial intelligence call center contact center culture employee engagement FCR first-call resolution first-contact resolution planning WFM workforce managementHoliday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. This customization requires a great deal of emotional intelligence and training in your Customer-facing employees.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures.

Is Your Customer Experience Infected?

Beyond Philosophy

Colin is an international author of four best-selling books and an engaging keynote speaker. Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly.

Breaking Down Silos for Customer Experience Management


Breaking Down Silos for Customer Experience Management. Accurate understanding of customer experience: Customers’ stories about what matters to them, what’s helpful and what’s a hassle are eye-opening for employees, especially those employees who do not interface with customers.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. There are many philosophies out there.

Amazing Business Radio: Dan Schawbel


Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. To engage your employees, create an experience where they do meaningful work with people who are supportive of them. Back to Human.

Top 5 Posts in July

Contact Center Pipeline

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey data isn’t […].

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!”

What is Customer Experience Collaboration?


Not just friendly feelings, open-mindedness or being cooperative — extensive collaboration means making a concerted effort to share , learn, co-create and co-manage in a 360-degree radius. What is Customer Experience Collaboration? Lynn Hunsaker.

6 Steps to a Great Apology

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four best-selling books and an engaging keynote speaker. Everyone makes mistakes.