aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

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 64

Coaching Gamification Employee engagement Morale 64

TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. Contact center agents praise the company and morale goes way up. Click to Tweet. Agents feel more valued.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

Coaching 91

Coaching Customer Service Scripts Morale 91

Beyond Morale

OCTOBER 11, 2011

Ward Cleaver consistently supervised the behavior and moral education of the boys with a quiet dignity full of understanding. Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? Mine either.

Employee engagement 59

Employee engagement Morale Coaching Education 59

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. In this session we will explore methods of leadership communication that will enhance the morale and performance of your center’s workforce.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Making Training Engaging. Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers. According to a 2022 Gallup report , employee feedback should happen a few times a week.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

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

Taylor Reach Group

DECEMBER 11, 2019

In other sections, we have discussed the importance of performance improvement and coaching. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. However, it takes time (and necessary coaching) for agents to achieve that optimal performance.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. Transparency is key when you’re managing a successful team.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Coaching 59

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Integrity Solutions

JANUARY 28, 2021

As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. That’s why sales coaching is one of the most important things you can do to build trust with your team and demonstrate your commitment to their continual growth and success.

Sales 114

Sales Coaching Morale SaaS 114

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Integrity Solutions

OCTOBER 28, 2020

In its Culture 500 Index , MIT Sloan Management Review/Glassdoor includes integrity as one of the ‘Big 9’ values — those values that are most frequently cited and that “are linked to a variety of desirable outcomes like financial performance, innovation and employee engagement.”. And that results in a lose-lose all around.

Employee engagement 93

Employee engagement Coaching Morale Sales 93

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Training isn’t just for new hires!

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. If you treat customers like another number, you aren’t valuing them as individuals. And they can tell. And, they can do it without missing a step.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). The post Boosting Agent Engagement: The Power of Recognition appeared first on Serenova.

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. When you provide your employees with the best tools and train them well, they can answer questions without additional assistance. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. Higher employee satisfaction.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. ' says @TaxJar #remotework #cctr #management Click To Tweet.

Call Center 112

Call Center Morale Contact Center Gamification 112

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 And supervisors monitor the leaderboard to identify agents who may need more coaching. trillion dollars ?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Noble Systems

FEBRUARY 4, 2019

Continuous feedback also provides many benefits to both employees and companies. Improves employee morale. Sustains employee engagement. Fair and unbiased feedback improves agent morale. It also provides time for additional coaching and leadership and other skill development. Here are just a few.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

SharpenCX

MAY 5, 2020

What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. Gallup found that engaged employees are 59% less likely to seek out a new job or career in the next 12 months. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. The trouble is that Gallup also found only 21% of employees felt they had received recent meaningful feedback.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Noble Systems

APRIL 14, 2021

Happier employees translates to reduced turnover and lower hiring costs. You can spend more time developing your existing employees’ skills and less time trying to find new people to fill empty spots. Training and coaching to deliver the highest level of customer service.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

TechSee

AUGUST 26, 2024

Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Recognition programs that highlight outstanding performance, career development opportunities, and fostering a positive work environment can significantly boost morale, as well as technology adoption.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

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.

Morale 78

Morale Gamification Contact Center Quality management 78

Noble Systems

JULY 30, 2019

The benefits of gamification in the debt collection industry include: Increased Agent Morale: Giving collectors a technology platform that’s engaging, enjoyable, and easy to use creates a more pleasant working environment. Achieving New Levels of Success in the Collections Industry. 61% boost in call scores.

Gamification 53

Gamification Automotive Coaching Morale 53

SharpenCX

JULY 14, 2020

Turnover is expensive and takes a toll on morale. As a manager, you can provide training to support and coach agents through those abusive online experiences. Satisfied and engaged employees benefit your customers’ experience and your company. Read up on the bottom-line benefits of employee engagement.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77