Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Lost in the “Virtual Hallways”.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Every customer interaction is tagged by the agent, enabling both employees and the system itself to grow smarter and more resourceful, right from day one.

Call Center 117

Call Center Technology Gamification Coaching 117

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Call Center Weekly

DECEMBER 13, 2017

Leaders who are transparent, more often than not, establish better relationships with their employees. Engagement Be engaging and cut out the hierarchy. Beverly Mahone is a veteran journalist, author, coach, and professional speaker. Keeping your staff in the loop, helps develop and build trust.

Coaching 149

Coaching Employee engagement Surveys Education 149

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

SEPTEMBER 13, 2024

Regular training helps employees stay updated with the latest trends and tools. Employee Engagement and Satisfaction : Training programs show employees that their employer is invested in their growth. This recognition fosters a positive work environment, leading to higher job satisfaction and engagement.

Morale 52

Morale Metrics Feedback Coaching 52

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. At the same time, employees were being stretched at home and work as lines between each blurred more than ever before. Your Sales People Are Watching; Keep Them Engaged!

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

OCTOBER 17, 2023

Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. Start by training new agents and refresh more experienced team members on work aptitude skills to best meet customer demands.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Supporting Agent Coaching and Empowerment. New technologies will help contact centers be more agile in the new year. About the Author.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. Greater emphasis on targeted, proactive training and coaching will ensure agents have all the skills they need for the future. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

JUNE 16, 2022

On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Focus on the Voice of the Employee (VoE) – understanding how agents truly feel about their work helps identify and address the causes of boredom, burnout or areas of underperformance.

Coaching 52

Coaching Self service Analytics Employee engagement 52

CSM Magazine

DECEMBER 29, 2022

The most prominent ones for companies include: Higher employee engagement; Better problem-solving skills; Boosted peer interaction; Enhanced learning skills; Improved employee well-being; Increased productivity; Easier adaption to change in the work setting. Top benefits of collaborative learning.

Education 52

Education Coaching Employee engagement Enterprise 52

CSM Magazine

JANUARY 19, 2023

Focus on Employee Engagement Programs Workplace engagement programs are designed to keep employees connected with their peers while helping organizations build positive working relationships with existing team members throughout the year.

Coaching 52

Coaching Employee engagement Surveys Feedback 52

CSM Magazine

JULY 7, 2022

In addition to reducing interdepartmental barriers, curbing overspending on unnecessary technology solutions, and unlocking key insights into customer loyalty and employee engagement, it can drive results and accelerate business growth. Kate focuses on coaching and educating across the design process. About the Author.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

CSM Magazine

JULY 9, 2021

Besides that, they could also help improve processes for existing employees. After coaching the client care agents, they could also ensure all persons work within the guidelines provided during training. However, if unique problems occur, they might develop new solutions for them. Conclusion.

Customer Service 59

Customer Service Finance Enterprise Coaching 59

CSM Magazine

JANUARY 20, 2020

The excellent managers adhere to this quote by Pat Riley, President of the Miami Heat: “A coach must keep everyone on the team in touch with present-moment realities- -knowing where they stand, knowing where they’re falling short of their potential, and knowing it openly and fairly.”. Each employee has untapped potential for great ideas.

Management 52

Management Coaching Morale Employee engagement 52

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

CSM Magazine

OCTOBER 6, 2021

By implementing changes to Interactive Voice Response (IVR) design, outreach & education and agent training, they expect to reduce defect rate by 40%, resulting in increased customer satisfaction and employee engagement. THE ONE AWARDS WINNERS. The Optimizer – Autodesk. For more information visit [link].

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. We also provide PRM services at Liverpool, Edinburgh, Stansted and now Manchester Airport, adding up to 1.8

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

CSM Magazine

DECEMBER 14, 2017

The Award Finalists for 2018 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organization – from using speech analytics to drive continuous improvement to Employee engagement bringing about cultural change. RS Components – Enabling cultural change.

Best practices 40

Best practices Banking Coaching Analytics 40

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. This training can be done in different forms, including on-the-job training, classroom training, shadowing, or online coaching platforms. The result? It will also lead to wasted resources and efforts.

Upselling 52

Upselling SaaS Advertising Coaching 52

CSM Magazine

JUNE 23, 2016

It takes leadership engagement to achieve employee engagement which gives excellent customer engagement. Then, most importantly, engage your team with communication, training, coaching, recognition and positive problem-solving. Next, you have to use the data. Revisit it.

Customer Service 61

Customer Service Coaching Employee engagement Sales 61

CSM Magazine

SEPTEMBER 28, 2018

Great leaders are effective mentors, perpetually bolstering the confidence of agents through non-stop training, rehearsal and coaching. I don’t care if my employees like me,” the swashbuckling ruler announces, “I just want them to respect me.” Authenticity is Invigorated by Leaders Who Are Genuine.

Customer Service 55

Customer Service Front-line service Scripts Contact Center 55

CSM Magazine

OCTOBER 30, 2019

McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent, cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Russel Lolacher

MARCH 20, 2023

A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade. Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine.

Coaching 98

Coaching Personalization Consulting Consulting 98

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Netomi

JANUARY 5, 2022

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. How can that help employee engagement? Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

Russel Lolacher

JANUARY 10, 2023

However, we have a lot of career coaches that use our same tools that work with mid career level professionals. And I should tell you that I built a company called spark path to fuel this mission that we’re talking about. And it just so happens that I chose to help dream unable to help students. And the formula is very, very similar.

Personalization 52

Personalization Engineering Marketing Employee engagement 52

CSM Magazine

JUNE 1, 2021

Employee engagement programs, like recognition and more tailored coaching, can improve service delivery and reduce attrition rates. Remote or hybrid models seem to be here to stay for contact centres. Up to 50% of call centres expect 35% of agents to work remotely after the pandemic.

Surveys 52

Surveys SaaS Coaching Employee engagement 52