ShepHyken

JUNE 28, 2019

In its recent jobs report, the World Economic Forum highlighted a curious feature of the revolution in artificial intelligence (AI) already underway in the tech-enabled workplace. Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. Because of that word “current.”

Contact Center 277

Contact Center Self service Banking Airlines 277

CSM Magazine

NOVEMBER 19, 2020

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. People often downplay the importance of writing and that’s why some writers are undercharged because someone somewhere thinks it is a combination of words and nothing more. Why is writing important?

Management 139

Management outsourcing Construction Employee engagement 139

Call Center Weekly

OCTOBER 9, 2018

What is healthy for me may not be healthy for you and vice versa. Wellness in the workplace is much more complex. How often is it that we see someone in the workplace start to appear more vibrant? We’re busy. Do you agree with the above statement? We can give-give-give but at some point, we may burnout.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Workforce engagement is a business concept that describes the level of enthusiasm and dedication workers have toward their jobs. Why Workforce Engagement Matters to Business?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Russel Lolacher

MARCH 6, 2023

In this episode of Relationships at Work, Russel chats with author, speaker and age inclusivity advocate Patti Temple Rocks on ageism in the workplace, what it look like and how to address it. A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising.

Advertising 98

Advertising Personalization Consulting Consulting 98

CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer centricity 208

Customer centricity Education Government Personalization 208

CCNG

JULY 20, 2022

Just like customer expectations have changed dramatically, so too have employee expectations of the workplace experience. To ensure lasting loyalty, we want to know our customers, value the business they provide and help them when they need us. I laughed out loud when I read their request. Who uses faxes anymore? What’s the difference?

CCNG 195

CCNG Consulting Consulting Contact Center 195

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. The physical environment in your call center can be just as impactful as the technology you use. Why is a workplace layout important for call centers? CCTR #ContactCenter Click To Tweet.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

ProProfs Blog

OCTOBER 30, 2020

While employees work from home at present, returning to work depends on several factors like employee health and mental well-being, local and national law guidelines, transportation availability, and so on. What Is a Return to Work Survey & Why It Deserves Your Attention? Here is a quick COVID-19 Poll! The list goes on.

Surveys 153

Surveys Transportation Government Management 153

CSM Magazine

APRIL 7, 2023

In recent years, there has been a growing movement toward inclusion and diversity in the workplace. As our society becomes more globally connected, it is increasingly important for businesses to have a workforce that reflects the diversity of the world around us. And what role do employers play in cultivating an inclusive workplace?

Advertising 52

Advertising Customer Service 52

Spearline

AUGUST 12, 2022

Diversity in the Workplace At Spearline we believe that our employees are at the core of our organisation and ultimately, our success. Therefore, we have a sincere and determined focus on ensuring that we are a diverse and inclusive workplace for all. This is despite the fact our business operates in a male dominant industry.

Education 98

Education Contact Center Management 98

delighted

MAY 1, 2024

To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new employees. Why are onboarding surveys important? Determine your ROI: Recruiting new employees can be costly. What is an onboarding survey?

Surveys 66

Surveys Employee engagement Best practices Feedback 66

CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer centricity 182

Customer centricity Education Government Personalization 182

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Workplace Wisdom Blog. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. How to be more compassionate. Russel Lolacher. Liz Kislik.

Coaching 98

Coaching Personalization Consulting Consulting 98

ShepHyken

FEBRUARY 8, 2019

Of course, this is with good reason. However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. However, it cannot always tell you why. That element is employee feedback. It’s an Inside Job.

Feedback 236

Feedback Customer Experience Abandon rate Surveys 236

Beyond Philosophy

JULY 31, 2017

There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good. I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Fonolo

OCTOBER 26, 2022

Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . Show some compassion and be proactive to keep agents happy. On the floor, agent motivation is the desire to answer calls, help customers, and further business objectives. What Are the Elements of Call Center Motivation?

Call Center 142

Call Center Abandon rate Education Contact Center 142

Call Center Weekly

NOVEMBER 19, 2018

However, it takes commitment, diligence and lots of effort to do it well. Unfortunately, in the business world, we may lose sight of that. If the process of doing business leads to unsatisfied customers, it is time to reevaluate how business is done. As service leaders, you must evaluate how you're doing business.

Government 222

Government Contact Center Feedback Consulting 222

Babelforce

SEPTEMBER 22, 2023

When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? It also benefits employers – by helping their agents to remain engaged and motivated in the workplace. And who can blame them!

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

ShepHyken

MARCH 19, 2021

Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact. Sarah Al-Hussaini , in her recent editorial about why women should shape the future of customer service , points to workplace discrimination as a likely contributing factor. COO at ultimate.ai

Customer Service 214

Customer Service Customer centricity Self service Metrics 214

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Humor, Seriously – Why Humor Is A Secret Weapon in Business and Life (And how anyone can harness it. Where to find joy in the workplace.

Consulting 98

Consulting Consulting Personalization Employee engagement 98

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Becky Beach is a UX Manager and Business Blogger at MomBeach.com. When employees exhibit disgruntled behavior, it’s concerning for managers. Becky Beach.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This gray area i s a pain point for all businesses and leaves them without a clear path to improving offerings and meeting customers’ needs.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

CSM Magazine

FEBRUARY 7, 2023

This is hardly surprising – we’ve had some of the biggest business-shifting changes in living memory happen simultaneously in the last couple of years, and leadership teams have had to continually adapt and evolve. Why have expectations changed? For some companies, it seems recruitment and retention has never been so difficult.

Healthcare 64

Healthcare Morale Employee engagement Management 64

CSM Magazine

DECEMBER 29, 2022

Unlike past times when socializing in the workplace was considered unproductive and wasteful, nowadays, we can see that is quite the opposite. Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully.

Education 52

Education Coaching Employee engagement Enterprise 52

Quality Contact Solutions

OCTOBER 15, 2021

Teamwork is an essential component of any company and can be the difference between success and failure. But as a leader, you have to play a far more hands-on role to make sure the group works well together and remains focused on the right priorities.?. Goals need to be clear and measurable.?? So, what does it take?

Telemarketing 98

Telemarketing Benchmark Personalization Management 98

CSM Magazine

MARCH 24, 2023

Whether you are expanding your team or opening a new office at another location, you need to make sure that your business and the rights of your workers are fully protected. So, the best way to prevent all of this is to have a company manual in which you will include all important workplace guidelines.

Government 52

Government Enterprise Technology 52

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. And here’s why she is awesome. Russel Lolacher I’m very good. Hello, Lauren.

Coaching 98

Coaching Personalization Consulting Consulting 98

ShepHyken

JUNE 19, 2020

He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees. Enhancing the Digital Learning Curve.

Customer Service 200

Customer Service Feedback Marketing Technology 200

delighted

AUGUST 26, 2022

The good news? Actions can be taken to help keep your talent around for longer. In fact, according to a recent Work Institute report , more than three-quarters (77%) of the reasons why employees leave are preventable. That’s why investing in employee retention strategies is time well spent.

Surveys 87

Surveys Feedback Benchmark Management 87

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. With the rise of remote and hybrid work environments , customers don’t always have access to brick-and-mortar businesses. Contact Center Trends: Industry Predictions for 2022.

Call Center 148

Call Center Abandon rate Gamification Education 148

JivoChat

AUGUST 10, 2023

You can put all your time and effort into the hustle of bustle of the world of business, networking and growth, but you will only find success with one key thing: excellent customer service. So, if one of the main focuses of your business is to have great customer service, then you are on the path to great things in the business world.

Customer Service 75

Customer Service Chatbots Morale Feedback 75

BlueOcean

OCTOBER 17, 2023

Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. As PwC aptly says, ESG is, at its core, focused on “cultivating smarter business for a stronger world.” It is a worthy cause. It is a worthy cause.

Government 71

Government outsourcing Automotive Customer Care 71

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

delighted

OCTOBER 17, 2023

Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. Sending employee surveys is also essential to: Improving business growth. According to Gallup, businesses with highly engaged employees double their odds of business success and see a 23% uptick in profitability.

Surveys 79

Surveys Employee engagement Feedback Management 79

Nicereply

SEPTEMBER 8, 2022

What is an employee experience and why does it matter? Whatever industry you are in, delivering outstanding customer experience is most probably one of the major goals of your business. The undeniable link between customer and employee experiences still tends to be overlooked by many business leaders.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78