ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Fonolo

JUNE 9, 2020

Don’t just focus on the challenges and gaps — documenting the things your contact center excels in allows you to reference what has historically worked for your department. This is great for team morale and lets them know what they’re doing well so they can continue the trend. Don’t forget to highlight agent success.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Gone went giant, word-packed binders of documents, and the faceless training, and mindless programming.

Engineering 74

Engineering Morale Employee engagement Big data 74

Enghouse Interactive

OCTOBER 12, 2021

Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

CSM Magazine

DECEMBER 16, 2020

Also, for employees working in other teams, they won’t have the necessity to wait for the HR team to research and provide them the key information on compensation, benefits, and policies. When documents of employees’ details are stored in physical folders, the chances of losing, misusing, and damaging are more.

Morale 52

Morale Employee engagement Self service Management 52

CSM Magazine

APRIL 29, 2024

Fostering Employee Engagement and Community But emergency preparedness is only one piece of the puzzle. These communication platforms are also incredibly valuable for day-to-day employee engagement and keeping your team connected, even when they’re not all in the same physical space.

Employee engagement 52

Employee engagement Morale Marketing 52

SharpenCX

JUNE 9, 2021

How your employees feel about your company’s core qualities — like collaboration, work environment, mission and value alignment — are 20% higher at companies with strong cultures. And all of these qualities are directly connected to employee engagement. . Have strong internal processes and documentation.

Management 67

Management Contact Center Employee engagement Engineering 67

DMG Consulting

JANUARY 3, 2020

Making Robotic Process Automation for Employees. View this document on the publisher’s website. Attended: RPA can “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks. Best Practices for Employee Buy-In. 10/31/2019. By Donna Fluss. Final Thoughts.

Best practices 59

Best practices Virtual Agent Morale Contact Center 59

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Employee engagement Answering services 56

ClearAction

DECEMBER 15, 2015

To get the most value from team recognition , spell out what behaviors and methods and thresholds you want your employees to pursue. Let them keep a working report of what they do along the way, so that the documentation workload is minimized. Anticipation of Customer Expectation and Reactions. Outside-in Beyond Skin-Deep.

Customer Experience 63

Customer Experience Employee engagement Construction Morale 63

SharpenCX

JUNE 23, 2021

You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). This metric will guide you, manager, to know where training, employee engagement, and empowerment need to improve. What was their tone in doing so?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CSM Magazine

MARCH 29, 2022

It’s also about the long run because a productive workforce leads to additional benefits such as increased employee engagement, enhanced well-being, and a more positive workplace environment. In this article, we will talk about 7 ways to improve employee productivity. 7 Ways to Improve Employee Productivity.

Morale 52

Morale Entertainment Employee engagement Accountability 52

VirtualPBX

MARCH 31, 2025

They’re paying attention to team members concerns, responding thoughtfully, and demonstrating that employee voices are heard and valued. Many companies utilize tool features to track employee engagement and sentiment in the background. But there’s a key component here that’s often missingaccess.

Morale 59

Morale Employee engagement Personalization Analytics 59

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. What to do with the information you find: Update your policies and documentation to better serve your agents. It’s hard to find a better team morale booster than positive customer outcomes.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

CSM Magazine

JANUARY 20, 2020

It’s documented that genuine praise works, plus it’s the right thing to do. Each employee has untapped potential for great ideas. The best do this and their employee engagement and productivity soars. “I ‘Great job on…’,’keep up the good work…’ are also other ways they recognize but they do it regularly and sincerely.

Management 52

Management Coaching Morale Employee engagement 52

24-7 InTouch

APRIL 3, 2020

With company swag, FAQ documents, and a few finishing touches for their at-home workspaces, our WFH agents feel an immediate connection to our company and the brands we work with. Technology is another way we keep agents engaged with our workplace culture.

At home agents 52

At home agents Contact Center Coaching Morale 52

JustCall

APRIL 3, 2023

According to HBR, 71% of respondents rank employee engagement as very important to achieving overall organizational success. For example, tools like Slack and Microsoft Teams allow team members to communicate easily and quickly, while Google Docs and Dropbox enable teams to share and collaborate on documents and files.

Morale 40

Morale Feedback Management Personalization 40

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. What to do with the information you find: Update your policies and documentation to better serve your agents. It’s hard to find a better team morale booster than positive customer outcomes.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Netomi

JANUARY 5, 2022

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aria Solutions

JUNE 6, 2018

That’s not the whole picture, but enough for employees to be less engaged, enthusiastic, and committed to their job. . Interestingly, I came across a report called “ The Worldwide Employee Engagement Crisis ” which states that employee engagement levels in the US haven’t improved in the past 17 years.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. Implementing a unified agent desktop solution brings together all your information and data from every-day multiple systems into one view or screen. March 27, 2018 ).

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

And in fact, only 32% of employees are engaged in their job. This is about employee engagement across all types of jobs. Implementing a unified agent desktop solution brings together all your information and data from every-day multiple systems into one view or screen. March 27, 2018 ).

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

JustCall

DECEMBER 1, 2022

Use appropriate communication channels to inspire and motivate online call center employees. Through video communication, phone calls, and sharing of documents, it is possible to contact and motivate all members of your team when necessary. Multi-channel engagement options Various integrations. Practice Flexibility.

Call Center 52

Call Center Management Agent burnout Scripts 52

ijgolding

JUNE 9, 2015

Drives employee engagement and involvement — from the front lines to the executive suite. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Russel Lolacher

JULY 26, 2022

It doesn’t get properly documented employees do not want to have a bullseye on their chest. So it’s a tangible impact that can be measured through metrics that is an intangible that also can be measured, but that adversely impacts the morale. So they suppress the data, the data doesn’t get properly reported.

Consulting 94

Consulting Consulting Education Personalization 94