Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. If possible, recognize employees in front of their peers.

Morale 59

Morale Contact Center Accountability Personalization 59

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

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. Here’s how. #1

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. Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself.

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

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Genroe

JUNE 25, 2015

Lots of meetings and “bringing everyone along” discussions that, if people just did what they were told, would not be necessary. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

LiveChat

SEPTEMBER 16, 2016

Engagement is something we want to keep, that’s why we work on it all the time. For example in relationships, by doing things we might not like, just to make the other person happy. And finally at work, by coming up with different ideas to make employees happy and loyal to the company. Encourage personal projects.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

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

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. 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. Internal and external recognition.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Outsource Consultants

DECEMBER 15, 2022

Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. Here are some ways to reduce attrition and meet the new expectations of agents. Professional development has been a key to employee satisfaction for decades. Provide a Path for Professional Growth.

Morale 67

Morale Call Center Contact Center Education 67

Fonolo

JULY 14, 2020

Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

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

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

ShepHyken

JULY 1, 2016

Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Continually ask questions that allow them to express their unique strengths and their personal goals within the company. Don’t make the corporate brand and the personal brand compete.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). However, recognizing agents a week after they meet performance objectives is not effective.

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

SEPTEMBER 30, 2020

Keep it personal(ized). The future of omnichannel lies in keeping things personal. Some 79% of customers say personalized customer service is more important than personalized marketing. The personal touch your customers look for often starts with your agents. And they can tell. Customers will still feel known.

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Chatbots Call flow Morale Contact Center 128

VirtualPBX

APRIL 27, 2022

Remotes also reduce overhead by not being tied to office space and potentially freeing up expensive office spaces for more employees. Remote culture boosts employee engagement. Studies have shown that engagement, productivity, and loyalty tend to improve when companies embrace virtual work.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

Callminer

OCTOBER 3, 2019

Good employees give each task their all, not settling for “good enough” or just doing whatever passes inspection in the end. They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. What is the answer?

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Call Center Morale Employee engagement Customer centricity 186

Playvox

APRIL 4, 2023

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. The trouble is that Gallup also found only 21% of employees felt they had received recent meaningful feedback.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. As well, share how the pandemic is impacting you personally. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged. It kept morale up. It was a very long and scary 50-ish days.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

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. Scheduling.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Monet Software

FEBRUARY 13, 2020

One moment you’re obsessing about workforce engagement, an hour later about service levels. Is this a case of “never the twain shall meet”? The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. It doesn’t have to be!

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Schedule adherence Contact Center Employee engagement Morale 77

Etech GS

FEBRUARY 5, 2019

How well would your company perform if every person on your team was a clone of you? 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. Consider this.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Uniphore

SEPTEMBER 30, 2021

The Personal Touch Can Go a Long Way The biggest motivator for many people is their boss going out of their way to praise them and express gratitude for their hard work. For that reason, writing a personal message to show your appreciation can help employees feel more motivated and committed to your organization.

Morale 40

Morale Call Center Best practices Feedback 40

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

NobelBiz

MAY 6, 2022

When you appreciate somebody for their efforts in a meaningful way, this instills a sense of belonging, boosts employee morale, and reinforces that somebody values and recognizes their efforts. Along with boosting employee morale, recognition can boost retention, productivity, and employee engagement.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. And it will help any of your team stay connected with each other on a personal level.

Call Center 112

Call Center Morale Contact Center Gamification 112

delighted

NOVEMBER 23, 2022

Employee feedback is an instrumental part of creating a feedback culture, which enables employees to understand exactly what they need to do to thrive in their role. When done right, providing continuous employee feedback can dramatically improve employee engagement – guaranteeing improved productivity and employee success.

Feedback 52

Feedback Construction Surveys Morale 52

CSM Magazine

FEBRUARY 17, 2023

This may not always lead to team members leaving, but it does hurt morale and productivity—it’s also entirely avoidable. In a virtual meeting, a person with a speech impairment can make their voice easier to understand, enabling them to focus on their work contributions rather than potential misunderstandings.

Customer Service 52

Customer Service Call Center Morale Surveys 52

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. You can never give agents schedules that they like and still meet service level!” EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. As well, share how the pandemic is impacting you personally. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged. It kept morale up. It was a very long and scary 50-ish days.

Employee engagement 52

Employee engagement Morale Metrics Personalization 52

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. For more information about these elements, download our whitepaper on employee engagement here.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

JustCall

APRIL 3, 2023

According to HBR, 71% of respondents rank employee engagement as very important to achieving overall organizational success. These workouts will not only promote healthy habits, but also help to build team cohesion and morale. What Are Some of the Key Challenges to Team Collaboration?

Morale 40

Morale Feedback Management Personalization 40

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Related Article: Team Leaders: How to Personalize your Agent Training 3. 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