CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Beyond Philosophy

JANUARY 7, 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. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

Employee engagement 186

Employee engagement Big data Analytics Education 186

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

CX Accelerator

DECEMBER 31, 2018

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! Nate recently turned me onto OfficeVibe which can help you measure employee engagement. She even includes several exercises in the book.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Global Media

JANUARY 8, 2019

Each day, for 14 days virtual campers can access a new video in their Private Facebook Community with instructions and an opportunity to share their experience, learning, exercising, and to get motivated with other boot campers. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement .

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Morale 52

Morale Employee engagement Personalization 52

TeleDirect

APRIL 7, 2025

Simulate Real-World Scenarios Use call recordings and role-play exercises to help agents apply what they’ve learned in a realistic setting. 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

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Remember the acronym S.M.A.R.T

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Beyond Philosophy

JANUARY 7, 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. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Done right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. Coaching helps develop your agents’ skills. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Accountability 216

Accountability Coaching Best practices Customer Service 216

Toister Performance Solutions

OCTOBER 18, 2018

I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees. They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision.

Employee engagement 48

Employee engagement Customer Service Management 48

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. If we’re doing it right, we are creating companies full of employees focused on CX.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Fonolo

APRIL 27, 2020

Team building exercises and social opportunities are an integral part of forming a great company culture. If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. this exercise collects customer’s feedback about their experiences with and expectations for your products or services. That says a lot.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

SharpenCX

MAY 12, 2020

The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. Organizations that have over 50% employee engagement retain 80% of their customers. Engaged employees are 38% more likely to have above average productivity.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss.

Call Center 148

Call Center Morale Best practices Contact Center 148

Expivia

MAY 28, 2021

Lesson plans, exercises, and printouts can help guide the training and structure the course. Having some snacks and drinks prepared, cracking jokes, and fun exercises go a long way. Our leadership prides itself on employee engagement and success. Always be prepared for these meetings.

Call Center 98

Call Center Management Coaching Education 98

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

ProProfs Blog

JANUARY 17, 2020

Takeaway: “Do a thorough review and, if possible, make it a collaborative exercise. But, in this exercise, it’s crucial to ensure no employee feels demoralized. This practice makes it easy for you and your agents to learn from their mistakes and not repeat them. It’s a win-win and a learning experience for all.”

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Real Blue Sky

NOVEMBER 21, 2023

Next, we explore the crucial role of employee engagement and retention, and how investing in your workforce can lead to a more satisfied customer base and propel brand growth. Fostering a Positive Work Culture A positive work culture is another cornerstone of employee engagement.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

PeopleMetrics

JUNE 26, 2015

To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. If you don’t think a customer’s first interaction with one of your employees matters—well, you’re either out of business, or you’re biding your time. The lesson here is that employee advocacy is rare.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Taylor Reach Group

JANUARY 6, 2023

This won’t be an overnight exercise; technology projects can be delayed and won’t yield results instantly. . At the end of the day, the winners will be the agents who will receive a living wage, and be better equipped to do their jobs, resulting in more satisfaction, engagement, and retention.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

NobelBiz

JANUARY 28, 2025

Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service. Consider using role-playing exercises and call recordings to reinforce best practices and build agent confidence.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Guru

APRIL 7, 2021

Don't miss Bonusly's article on maximizing employee engagement. But because companies are still, a year later, dealing with the logistical challenges of the sudden shift to remote work, many haven’t yet focused on the post-pandemic change management exercise of returning all—or parts—of their workforce to office hubs.

Employee engagement 62

Employee engagement Management 62

Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. For more information about call center engagement, download our magnum opus on the topic. Triage Immediately.

Morale 100

Morale Agent burnout Contact Center Coaching 100

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Customer Experience Matters

DECEMBER 18, 2018

It was a great exercise. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX).

Customer Experience 86

Customer Experience Management Employee engagement Marketing 86

Fonolo

JUNE 15, 2021

Additionally, they are likely to find workplace challenges a fun exercise, proactively seeking solutions in order to learn, grow, and support their fellow staff. 5 Important Strategies for Agent Engagement in 2021. Why does call center agent engagement matter? Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

Totango

DECEMBER 23, 2021

So, if you begin to notice an uptick in your company’s turnover rate, it’s important to investigate whether or not your employees are dealing with burnout before it becomes a bigger problem. Poor Employee Engagement. Are your employees motivated to work hard?

Morale 105

Morale Employee engagement Personalization Enterprise 105

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities.

Coaching 91

Coaching Customer Service Scripts Morale 91

Toister Performance Solutions

DECEMBER 4, 2018

Employee Engagement Customer Success Customer Experience Leadership Empowerment My guess is you'll get a lot of great definitions, but they'll all be slightly different. For instance, most leaders I speak with agree that employee engagement is important. Ask each person to write down a brief definition of each one.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

TechSee

AUGUST 26, 2024

Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Role-playing exercises are also highly beneficial for actually showing a team of agents how to improve customer service skills in a call center.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124