CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. A 2021 Gallup survey found that a mere 23% of U.S. Use game mechanics as a core component of your performance management and employee engagement strategy.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. They rely solely on surveys or occasional feedback forms, missing out on the broader picture. The post What Comes BEFORE Customer Engagement and Personalization?

Personalization 52

Personalization Customer centricity Feedback Surveys 52

ProProfs Blog

JULY 20, 2021

But, how can your business be proactive and gauge employee sentiments? That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. Predict Attrition Rate.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. Do they interact with the customers in a personable and effective manner?

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Speak to your customers in a conversational and personal tone.

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. Happier customers Agents who are less stressed and overwhelmed And, more time to focus on professional development of your employees. When Workforce Management Meets Employee Engagement.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail.

Feedback 78

Feedback Surveys Customer retention Metrics 78

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? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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

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

ShepHyken

DECEMBER 3, 2021

This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

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

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

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

SharpenCX

DECEMBER 8, 2021

In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement. And, only 3% want to return to fully in-person work. So, we’ve compiled 4 clear rules to live by in your remote call center to keep agents engaged and productive while they work from home.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

ProProfs Blog

APRIL 30, 2020

Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization. We have looked to make remote hiring a more delightful affair for employees by sharing interesting personality quizzes with them.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

CX Accelerator

DECEMBER 31, 2018

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. This is where I fit into the project—I facilitated each meeting as a neutral party. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

OCTOBER 17, 2023

Calabrio’s latest survey reveals that UK contact centres are leading the way in having a hybrid workforce (72%) while the same majority believes remote-working is having a positive impact on the customer experience (CX).

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

aircall

JANUARY 5, 2022

IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. Take employee engagement seriously.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

SharpenCX

JUNE 8, 2021

Sending surveys signals that your team cares about your customer experience. Let me help you make it more manageable with two simple steps: Create CSAT surveys. Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

OCTOBER 6, 2021

A Korn Ferry survey reports that 33% of those changing jobs cite boredom as the top reason why they are leaving. Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. Then, send out a customer and agent survey. Assess your data and the survey results.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

Nicereply

JUNE 26, 2023

Like the customer-centric version, CSAT (or Customer Satisfaction), eSAT is a method of tracking how satisfied employees are within their role and your company, specifically through the use of surveys. eSAT surveys are a series of questions asking how satisfied employees are with their jobs. How is eSAT measured?

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Anexa BPO

MAY 28, 2023

They expect seamless, personalized experiences across all interactions with a brand. CX leaders understand the importance of meeting and exceeding these evolving expectations. Recent surveys reveal that compensating the value of ONE lost customer requires the acquisition of THREE new ones.

Customer centricity 52

Customer centricity outsourcing Employee engagement Feedback 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Virtual Live Labs

SEPTEMBER 30, 2020

Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions. Employees are looking for transparency. Employees know what they need and want—so ask them.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions. Employees are looking for transparency. Employees know what they need and want—so ask them.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Anexa BPO

JULY 4, 2022

Sophisticated VoE programs are much more than just a simple employee survey. They typically contain multiple streams across the employee life cycle. You can conduct town hall meetings, team feedback sessions, post-mortem reviews and “suggestion boxes”. Employees are the most vested stakeholder of any business.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Feedback 52

Comm100

JUNE 15, 2022

As the business progresses and grows, so must your targets to ensure you continue to meet your clients’ needs. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. Conduct surveys and collect data.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results. 1 Start with Data.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

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

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

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