Analytics and Employee engagement - Customer Contact Central

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee engagement

Employee engagement Consulting Consulting Banking

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement

Employee engagement Education Analytics Technology

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

APRIL 19, 2018

In recent years, I have had the opportunity to help build structure around employee engagement both from the standpoint of a non-leader, as well as a leader, and in the last eight years I've been able to develop an effective approach to bridging the communications gap between front-line employees and leaders.

Employee engagement

Employee engagement Call Center B2C B2B

Best Employee Engagement Software & Tools

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement

Employee engagement Surveys Feedback Analytics

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

AUGUST 4, 2016

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics

Analytics Employee engagement Morale Surveys

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.

Employee engagement

Employee engagement Consulting Consulting Metrics

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

DECEMBER 5, 2017

Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand. Use Machine-Assisted Predictive Analytics to Capture Your Customer’s Heart, Mind, and Pocketbook!

Employee engagement

Employee engagement Consulting Consulting Enterprise

Have You Done These 3 Things to Improve Your CX?

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. 3: The Best Companies Link Employee Engagement and CX.

Employee engagement

Employee engagement Analytics Banking Customer Experience

GenAI is Transforming Conversation Analytics and Making it Better

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics

Analytics Coaching Employee engagement Quality management

7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions. Roger Lee : Yeah thanks Jim great question.

Analytics

Analytics Contact Center Coaching Call Center

Guest Post: How to Boost Customer Support Employee Productivity for Better CX

ShepHyken

MAY 27, 2022

Eliminating the monotony motivates employees to focus on the strategic aspects of their job . Focus on employee engagement?. There needs to be a safe space for customer support employees to voice their concerns and share their challenges with the management.

Customer Support

Customer Support Employee engagement Call Center Scripts

Amazing Business Radio: Tom Goodmanson

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation. How AI Can Support Human Customer Service. Shep Hyken interviews Tom Goodmanson. The Interview with Tom Goodmanson: The “CX revolution” is only just beginning. Learn more at Calabrio.com.

Self service

Self service Contact Center contact center solutions Analytics

How Centricity Used Customer and Agent Analytics to Fuel Better Service

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They keep employees engaged and productive . Rather than wallowing in the circumstances and letting agent engagement and productivity suffer, Centricity chose to adapt – and fast. Let’s Talk About Data.

Analytics

Analytics Coaching Contact Center First call resolution

Seek and Share Truth to Boost Employee and Customer Experience

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience

Customer Experience CCNG Gamification Analytics

Embrace New Ways of Thinking in 2016

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program.

Employee engagement

Employee engagement Big data Analytics Education

Employee Experience Tips, Resources & More

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.”

Employee engagement

Employee engagement Surveys Feedback Personalization

What is predictive analytics and how is it being used in contact centers?

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. Many contact center infrastructure and workforce optimization (WFO) solutions are beginning to incorporate predictive analytics to enhance their applications.

Contact Center

Contact Center Analytics Virtual Agent Employee engagement

Davy Crockett, Analytics and the New Frontier

Contact Center Pipeline

MARCH 30, 2021

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].

Analytics

Analytics Employee engagement Technology Contact Center

Workforce Management's Impact on Customer Service

Call Center Weekly

SEPTEMBER 13, 2018

There are certain skills in most job descriptions for Workforce jobs – a conglomeration of technical and analytical requirements. Forecast to allow for vacation time off approvals – it will reduce unplanned absenteeism, calm stress, and improve employee engagement. Hire the right Workforce Team! Support your frontline agents!

Management

Management Customer Service contact center associations Interactive Voice Response

Employee Engagement Strategies for the Modern Workplace

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee engagement

Employee engagement Construction Morale Education

Why Every Call Center Needs Workforce Management Software

ROI CX Solutions

FEBRUARY 25, 2025

From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time. Employee engagement: Engaged employees create a positive workplace culture and have higher productivity. Contact us today to learn more.

Call Center

Call Center Management call center workforce Employee engagement

Join Us This Summer for WebinarStock!

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Employee Engagement Trends of 2019 featuring nGuvu.

Contact Center

Contact Center Telecommunications Analytics Employee engagement

Embrace New Ways of Thinking in 2016

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program.

Employee engagement

Employee engagement Big data Analytics Education

The Link Between Customer Satisfaction and Employee Retention

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Coaching

Coaching Gamification Employee engagement Morale

A Common-Sense Approach to Employee Engagement

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement

Employee engagement Agent burnout Gamification Analytics

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. Additional Resources.

Contact Center

Contact Center Coaching Call Center Analytics

WFM: The Missing Link in Your Strategic Vision

CCNG

NOVEMBER 1, 2023

Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage!

CCNG

CCNG Analytics Employee engagement Contact Center

Top 20 CX Influencers to Follow in 2019

CX Global Media

SEPTEMBER 23, 2019

WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. Top 20 CX Influencers to Follow in 2019 – Click to Tweet. Additional Resources. WEBINAR: How Do Your Call Center Supervisors Measure Up?

Contact Center

Contact Center Coaching Employee engagement Call Center

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

NOVEMBER 30, 2018

Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. Brian leads all customer experience, contact center, technology and employee engagement research initiatives. To achieve that consistency, define “greatness” within each channel.

Abandon rate

Abandon rate Journey mapping Average Handle Time Customer centricity

When to Call a Contact Center Consultant…

CCNG

MAY 27, 2021

culture, motivation, incentives, and employee engagement. Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication.

Consulting

Consulting Consulting Contact Center Gamification

Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights. To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center

Call Center Morale Feedback Analytics

Why Customer Experience Excellence Requires HR Engagement

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Customer Experience

Customer Experience Employee engagement Government Big data

What Do We Mean by Employee Engagement and How Can It Help Your Customer Support Department?

CSM Magazine

JUNE 28, 2021

You have probably heard the term employee engagement being coined by many business leaders since the start of the pandemic. Understanding employee engagement. To answer this question, we need to ask ourselves the question: what is employee engagement ? Measuring engagement. Create an actionable plan.

Employee engagement

Employee engagement Customer Support Surveys Analytics

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Employee engagement. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Call Center

Call Center Metrics Contact Center Wait times

Announcing The Winner of the C3 2020 Analytics Awards Program!

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. Let’s take a look at what they did to make an award-worthy case.

Analytics

Analytics Average Handle Time Contact Center Employee engagement

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union. Thomson Reuters.

Analytics

Analytics Average Handle Time Contact Center Employee engagement

How Can Sentiment Analysis Be Used to Improve Customer Experience?

Interaction Metrics

MARCH 13, 2025

If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you. How can sentiment analysis improve customer interactions?

Customer emotions

November Product Release: New Real-Time Analytics and Security Solutions

VirtualPBX

NOVEMBER 5, 2024

Earlier today, we announced our anticipated November product release, delivering a powerful combination of browser security, detailed analytics, and real-time monitoring tailored for small and medium businesses. Are employees engaged in calls? Are calls being missed?

Analytics

Analytics First call resolution Enterprise Employee engagement

Top 5 Verint Workforce Management Competitors and Alternatives

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management

Management contact center workforce Contact Center Schedule adherence

Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

AUGUST 17, 2021

Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Employee engagement is necessary for improved productivity. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. Use metrics and act on them.

Call Center

Call Center Abandon rate Average Handle Time First call resolution

Interaction Analytics: Listening in on the Omnichannel Customer Journey

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics

Analytics Contact Center Quality management Enterprise

10 Steps To Achieve Greater Customer Success

ProProfs Blog

MAY 30, 2019

Look for Better Employee Engagement. Customer success is also reliant on good employee engagement. Around 90% of leaders believe that an employee engagement strategy affects business success. But, the sad part is that only 25% have a platform to engage their employees. Hire the Right Person.

Employee engagement

Employee engagement Journey mapping Customer Support Feedback

Call Center Analytics: How to Analyze Call Center Data

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center

Call Center Analytics Average Handle Time Big data

The Role of Business Education in Building Effective Training Programs for Support Teams

CSM Magazine

MARCH 5, 2025

Data-Driven Insights: Modern business education emphasizes analytical thinking. For instance, someone with a Bachelor in Management might employ techniques such as microlearning modules, gamified training or vdeos to keep employees engaged. Learn to use data to improve your team in an MBA or Master’s in Management program.

Education

Education First call resolution Customer Support Employee engagement

The Big Mistake Most Organizations Make with Employee Engagement

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

Trending Sources

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Best Employee Engagement Software & Tools

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Have You Done These 3 Things to Improve Your CX?

GenAI is Transforming Conversation Analytics and Making it Better

7 Speech Analytics Mistakes That Can Cost You Big

Guest Post: How to Boost Customer Support Employee Productivity for Better CX

Amazing Business Radio: Tom Goodmanson

How Centricity Used Customer and Agent Analytics to Fuel Better Service

Seek and Share Truth to Boost Employee and Customer Experience

Embrace New Ways of Thinking in 2016

Employee Experience Tips, Resources & More

What is predictive analytics and how is it being used in contact centers?

Davy Crockett, Analytics and the New Frontier

Workforce Management's Impact on Customer Service

Employee Engagement Strategies for the Modern Workplace

Why Every Call Center Needs Workforce Management Software

Join Us This Summer for WebinarStock!

Embrace New Ways of Thinking in 2016

The Link Between Customer Satisfaction and Employee Retention

A Common-Sense Approach to Employee Engagement

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

WFM: The Missing Link in Your Strategic Vision

Top 20 CX Influencers to Follow in 2019

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

When to Call a Contact Center Consultant…

Exit Interview Questions for Call Center Employees

Why Customer Experience Excellence Requires HR Engagement

What Do We Mean by Employee Engagement and How Can It Help Your Customer Support Department?

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Announcing The Winner of the C3 2020 Analytics Awards Program!

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

How Can Sentiment Analysis Be Used to Improve Customer Experience?

November Product Release: New Real-Time Analytics and Security Solutions

Top 5 Verint Workforce Management Competitors and Alternatives

Call Center Optimization: 5 Methods to Improve Your Operation

Interaction Analytics: Listening in on the Omnichannel Customer Journey

10 Steps To Achieve Greater Customer Success

Call Center Analytics: How to Analyze Call Center Data

The Role of Business Education in Building Effective Training Programs for Support Teams

Stay Connected