SharpenCX

JUNE 2, 2020

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. In fact, you can use workforce management to drive better engagement and positive business results across the board.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Monet Software

MARCH 12, 2020

Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. The next question is whether the contact center is investing adequately in employees. 2 Compensation. 5 Promotions.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

inmoment

JUNE 22, 2020

Whether it’s via video messages or company-wide emails, it is critical for brand executives and leaders to remain as connected with their furloughed employees as possible right now. For many companies, particularly large ones, this task is easier said than done, but receiving outreach from upper management can do wonders for employee morale.

Employee engagement 75

Employee engagement Morale Management 75

teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Playvox

APRIL 11, 2023

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Recognize Employees Everyone enjoys being recognized for a job well done, including contact center agents. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

ShepHyken

FEBRUARY 19, 2021

Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity. Step 1: Implement Employee Engagement Software . Step 3: Offer Support .

Customer Service 317

Customer Service Employee engagement Morale Feedback 317

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

JustCall

NOVEMBER 24, 2022

So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals. This leads to higher turnover, less stress, and better morale in the workplace. Create Growth Opportunities. Conclusion.

Morale 52

Morale Call Center call center workforce Metrics 52

NobelBiz

MAY 12, 2022

To keep your team’s morale up and productivity high, encourage departments to organize weekly fun hours. However, you can keep your employees motivated and productive by encouraging short talks, offering them the possibility to socialize, and by reminding them how important they are to the company.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

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. What is Culture? Remember to publicly recognize your team.

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

ShepHyken

FEBRUARY 7, 2023

Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale. A clean car – One of my clients shared that once a year, the executives would wash the employees’ cars. The cost of employee turnover goes beyond hiring and training.

Morale 308

Morale Customer Service Employee engagement 308

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

ShepHyken

AUGUST 18, 2023

Addressing Employee Concerns and Insecurities As AI becomes more prevalent in customer service, employees may experience concerns about job security or the potential for reduced human interaction. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well.

Employee engagement 237

Employee engagement Morale Personalization Customer Experience 237

CX Global Media

OCTOBER 22, 2018

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. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop.

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

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

Fonolo

JUNE 17, 2021

Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Employees with familial obligations for example might benefit greatly from flex work.

Call Center 140

Call Center Morale Gamification Employee engagement 140

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. These are the Tips that Will Help You Achieve That. .

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Journey mapping Customer Service Employee engagement Morale 261

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 321

Customer Service Employee engagement Morale Technology 321

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’. . The ‘My Wem’ app which is available on our team’s desktop and mobile phones has created a ‘virtual campfire’ for all of our employees.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

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? Remote Agent Engagement Can Be a Reality. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Genroe

JUNE 25, 2015

By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. It will also allow you to keep a track of employee engagement over the long term. Share insights with customers and employees. If you only focus on the low scores it can drain morale.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Joe Rawlinson

FEBRUARY 16, 2024

Acknowledging and valuing these strengths can also help improve morale and increase motivation, creating a more capable and cohesive team overall. Increasing Employee Retention and Engagement Understanding your team is essential to promoting good employee engagement, which is critical for organizational success.

Morale 78

Morale Employee engagement Personalization 78

Beyond Morale

OCTOBER 11, 2011

Ward Cleaver consistently supervised the behavior and moral education of the boys with a quiet dignity full of understanding. Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? Mine either.

Employee engagement 59

Employee engagement Morale Coaching Education 59

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.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Beyond Morale

AUGUST 24, 2011

When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement? The post Why Would You Wait to Improve Employee Engagement?

Employee engagement 48

Employee engagement Morale 48

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Done right, it also improves morale and employee retention. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. According to Harvard Business Review , engaged employees deliver better customer experiences. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? It’s the lack of these three very important keys that prevent many organizations from obtaining the financial and public recognition that can be obtained from high levels of employee engagement.

Employee engagement 66

Employee engagement Coaching Surveys 66

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

Call Center Weekly

JULY 24, 2017

Building trust with your agents will make a world of difference in morale, team performance and attendance. Most always, agents will say leadership is lacking in three key areas: Support Transparency Honesty Not paying attention to the cares of the team, deflates morale and kills productivity. What destroys trust?

Contact Center 273

Contact Center Morale B2C Coaching 273

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