ShepHyken

JANUARY 15, 2024

A victim mindset can hinder personal and professional growth. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. ” About: Art Turock is an elite performer in both business and sports.

Accountability 220

Accountability Coaching Best practices Customer Service 220

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

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. Articles on Employee Empowerment.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

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

APRIL 27, 2020

And it will help any of your team stay connected with each other on a personal level. Team building exercises and social opportunities are an integral part of forming a great company culture. Team building exercises and social opportunities are an integral part of forming a great company culture. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. 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.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Toister Performance Solutions

JANUARY 3, 2019

A customer service leader recently confided in me that she was having a difficult time hiring new employees. The HR department used a pre-hire personality assessment to screen all applicants. As an experiment, the leader had her existing employees take the assessment. You'll often see indicators of a person's dependability.

Personalization 53

Personalization Advertising Employee engagement Customer Service 53

NobelBiz

JANUARY 28, 2025

Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service. While an 80% satisfaction rate used to be the gold standard, top-performing centers now strive for 90% or more by personalizing interactions and leveraging real-time data.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

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

PeopleMetrics

JUNE 26, 2015

It’s been an eventful couple of months on the personal front. Put the right person at the front desk. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. The lesson here is that employee advocacy is rare. Don't assume that a paycheck warrants employee engagement.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

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

Totango

DECEMBER 23, 2021

In the past, burnout and other work-related mental health issues were dismissed by organizations as personal problems that could be easily solved by working a few fewer hours each week or switching to a new role. Are your employees struggling to concentrate? Poor Employee Engagement. What is Burnout? Reduced Productivity.

Morale 105

Morale Employee engagement Personalization Enterprise 105

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return. Employee engagement and retention are the heartbeats of any organization.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Fonolo

JUNE 15, 2021

They are able to visualize the overarching goals of the company, as well as their own personal goals. This is why engaged employees tend to respond positively and proactively to any goal-setting steps you may take as a manager. 5 Important Strategies for Agent Engagement in 2021. Happier employees means higher profits.

Call Center 115

Call Center Contact Center Metrics Morale 115

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

Integrity Solutions

DECEMBER 21, 2022

Shifting mindsets by providing “aha” moments that connect at an emotional level, versus just an intellectual exercise. Another challenge leaders will continue to grapple with is the ongoing employee engagement crisis. allow for healthy boundaries between work and personal lives.

Coaching 82

Coaching Employee engagement Personalization Accountability 82

Toister Performance Solutions

DECEMBER 4, 2018

Ask each person to write down a brief definition of each one. 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.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

inmoment

FEBRUARY 11, 2020

This person can be the program champion, someone from your internal training team, or a representative from HR. . Regardless of who this person is, it is their job to make sure that every employee participates in the training program.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

ProProfs Blog

JUNE 26, 2019

Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Use these sample employee survey questions as a base for your employee survey questions. Employee Engagement Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Customer Service Life

NOVEMBER 7, 2020

Continuous training and improvement – When I talk about training, I’m talking both about job-related training as well as exercises, like Strengthsfinder, that focus on personal development. Are there structured activities you can do as a team to contribute to your mission? Finally, don’t give up hope.

Contact Center 73

Contact Center Employee engagement Personalization Customer Service 73

Satrix Solutions

JUNE 11, 2018

Aligning Employees Through “Line of Sight”. One of the suggestions shared was to conduct a “line of sight” role-playing activity to help all employees (customer facing or not) realize the impact they personally have on customers. Customer Journey Mapping Exercise. Outlining the Customer Experience.

Customer Experience 60

Customer Experience Journey mapping Education Customer retention 60

Taylor Reach Group

MARCH 8, 2019

Likely each of us has been on a team where one or more team members couldn’t or wouldn’t subjugate their personal agenda for that of the team. In my experience, ensuring that teams are effective is a far more challenging exercise than “buying in” to teams and teamwork. This can be an extremely difficult task.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

aircall

JANUARY 5, 2022

IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. Take employee engagement seriously. Employee engagement can sometimes be difficult to measure, but more organizations are paying attention to it than ever before.

Employee engagement 62

Employee engagement Benchmark Surveys Education 62

SharpenCX

JULY 23, 2020

But, when you take your call center virtual, you enable your agents to operate in an environment that best suits their personal working styles. Without a commute, employees have more time to spend with family and to care for themselves. Hiring the Right Person: 10 Skills You Should Look for in Your Next Contact Center Agent.

Contact Center 101

Contact Center Call Center At home agents Education 101

Avaya

AUGUST 17, 2016

In my professional life, I’ve found that a village, or community, is just as important as it is in my personal life. Many times, the building of a village in your personal life comes from necessity. Be a team player, encourage your colleagues, facilitate or participate in team building exercises. Be a champion. Be an extrovert.

Employee engagement 45

Employee engagement Personalization 45

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. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. JTBD are the ultimate outcomes a person seeks through their relationship with your brand. This is NOT the same as job roles and responsibilities!

Government 71

Government Enterprise Surveys Personalization 71

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. Each disengaged employee can cost you $2,246 , according to ADP.

Call Center 76

Call Center Morale Metrics Abandon rate 76

CSM Magazine

OCTOBER 3, 2024

” Team Building Activities: Organize fun team-building exercises to strengthen camaraderie among staff. Businesses are leveraging tools such as chatbots, AI, and data analytics to provide faster and more personalized support.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

Integrity Solutions

OCTOBER 3, 2018

The more they’re driven by serving their customers instead of focusing on their personal survival, the more successful they’ll be. It’s an exercise that can be done every day and will help them move past the “survival level.” The survival focus is understandable, though.

Coaching 77

Coaching Sales Management Personalization 77

Russel Lolacher

JANUARY 4, 2021

If you want to connect with your organization, make sure the right person is communicating effectively, with a bit of showmanship. Service-oriented – Look at it like you are serving your employees and how you can solve their problems with digital transformation. Understand your audience – What matters to them?

Government 83

Government Surveys Coaching Personalization 83

Toister Performance Solutions

JULY 17, 2018

One assessed cognitive ability and the other was a personality assessment. 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. That happened to me when I did this exercise.

Calibration 48

Calibration Construction Employee engagement Consulting 48