Calibration Employee engagement Study 
CCNG
OCTOBER 26, 2024
Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams. A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies.
CX Accelerator
DECEMBER 31, 2018
From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! They have a free or paid version.
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Customer Relationship Metrics
JULY 26, 2017
In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). A sense of ownership is a required component to experience engagement. And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance.
Up Your Service
JUNE 16, 2015
Every member of a telco service team – and that includes every employee and partner on the team – needs the following: 1. A means of calibrating and measuring how good – or bad – is the service you provide. A definition of service that applies to all working relationships.
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.
Toister Performance Solutions
JULY 17, 2018
Ever the nerd, I did a study to compare our most successful leaders to the vendor's ideal profiles. Yet her actual performance indicated she was one of the company's top performers in nearly every category, from financial results to service quality to employee engagement. The results were a mild surprise. Think of it this way.
Integrity Solutions
AUGUST 24, 2022
Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. In a sales coaching study we conducted, 76% of the respondents said they consider coaching important. If you’ve implemented sales training this year, you’re not alone. This isn’t news, of course.
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