Beyond Philosophy

DECEMBER 5, 2017

Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction. We’ve seen employee surveys where there are no customer-related value elements. their stated desirability, and c) their prioritized value to the organization.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

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

COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. Asia Pacific Region.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

SharpenCX

JULY 21, 2021

They’re known for personalized service that encourages customers to stay loyal. Marriott curates a seamless, personalized experience. Customers expect every industry to deliver the same personalized, instant, data driven experience. Marriott needs to use data to deliver such a personal and seamless experience.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

ProProfs Blog

JULY 20, 2021

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey. Any user can easily access a wide range of built in reports and interactive charts while analyzing the survey responses.

Surveys 78

Surveys Feedback Real estate Enterprise 78

Monet Software

MARCH 19, 2020

It’s also great advice for call center leaders seeking to enhance employee engagement. But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. employee engagement is exceedingly resistant to “hacks.”

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

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

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

And while we hear many buzzwords relative to the quality servicing of those same customers – like “personalization”, “engagement”, and “expectations” – there is a fundamental element at the core of these principles. They rely solely on surveys or occasional feedback forms, missing out on the broader picture.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

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

Etech GS

APRIL 16, 2019

In recent years, it’s become more widely known, understood and accepted that high employee engagement correlates to elevated customer satisfaction and gives a boost to many other signifiers of business success. While even more recent surveys show that employee engagement is on the rise , there’s still significant work to be done.

Employee engagement 56

Employee engagement Surveys Feedback Sales 56

ProProfs Blog

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. These days, surveys have been increasingly used to create standard and long-lasting leads for your business. What are Lead Generation Surveys? What is their team size?

Best practices 78

Best practices Surveys Advertising Construction 78

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text. The Ultimate Guide to Event Surveys.

Surveys 106

Surveys Healthcare Transportation Feedback 106

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Survey data provides context to all the decisions and sentiments of the customers. Must Read: What is Survey Fatigue & How to Avoid Them.

Surveys 122

Surveys Upselling Employee engagement Sales 122

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Employee engagement 209

Employee engagement Surveys Consulting Consulting 209

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Surveys 156

Surveys Personalization Employee engagement Customer Service 156

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 198

Scripts Customer Experience Employee engagement Best practices 198

Toister Performance Solutions

OCTOBER 16, 2018

An employee who takes pride in their job, and brings a bit of their personality to work. Skip the 12 question surveys, year-long projects, and blue ribbon committees. Here are three questions that will quickly get to the heart of employee engagement. How do you personally contribute? So how do you do it?

Employee engagement 63

Employee engagement Advertising Surveys Personalization 63

ShepHyken

AUGUST 18, 2023

AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ProProfs Blog

MAY 18, 2021

“How many questions should I include in my survey?”. With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, Or, will a large number of questions tire my customers and make them drop out of my survey?”. You might have faced the above dilemmas while creating a survey.

Surveys 78

Surveys Employee engagement Feedback Complaint resolution 78

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

Creative Virtual

JANUARY 28, 2020

Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40

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

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

Integrity Solutions

JULY 22, 2021

In our survey, firms saying they coached 9 or more hours per manager per week – regardless of coaching effectiveness or quality – realize more than 12.6% The Personal Case for Coaching. In addition to the business case, there is also a compelling personal case for coaching. You can become this person for those you coach.

Coaching 106

Coaching Personalization Sales Transportation 106

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 246

Customer Experience Advertising Employee engagement Sales 246

LiveChat

OCTOBER 28, 2016

However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they work. Find out how to reach that kind of employer-employee relationship and learn how to stimulate employee engagement. Why you should bother?

Employee engagement 69

Employee engagement Surveys Metrics Personalization 69

CCNG

OCTOBER 11, 2023

Give a crap It used to be that employees were advised to leave their personal lives at home, but if you want a team that's dedicated to making a difference, then they need to know that someone cares about them beyond their performance. Start by sharing more personal aspects of your life and being vulnerable.

CCNG 195

CCNG Customer Experience B2C Finance 195

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

Nicereply

MARCH 24, 2020

Use employee engagement and satisfaction surveys to listen to your crew, so you can learn what they need to stay excited to be on your team for years to come. Employee retention should be at the forefront of every manager’s mind. Engaged Employees are Loyal Employees.

Surveys 64

Surveys Employee engagement Metrics Feedback 64

Genroe

JUNE 25, 2015

For example: if you are going to introduce a transactional feedback survey and attach a front line person’s name to that survey, it doesn’t take much empathy to know that those people are going to worry about how that feedback is going to be shared and actioned. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Integrity Solutions

SEPTEMBER 2, 2022

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction. How do they do it?

Management 119

Management Coaching Employee engagement Surveys 119

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.

Gamification 128

Gamification At home agents Morale Employee engagement 128

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.? We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

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 344

Customer Experience Transportation Feedback Metrics 344

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! Ask the golden question: o calculate NPS, you need to use a customer survey tool and ask your customers a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Segment your customers.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105