Virtual Live Labs

NOVEMBER 22, 2021

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Ask for feedback on a community board, or survey employees to get their thoughts. Ask your employees.

Employee engagement 130

Employee engagement Feedback Technology Surveys 130

Virtual Live Labs

NOVEMBER 22, 2021

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Ask for feedback on a community board, or survey employees to get their thoughts. Ask your employees.

Employee engagement 130

Employee engagement Feedback Technology Surveys 130

Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

Beyond Philosophy

DECEMBER 5, 2017

Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand. Please Stop Feedback Competitions Among Your Staff. Resolve To Deliver More Proactive Service in 2018.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Callminer

JULY 16, 2024

Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.

Feedback 182

Feedback Employee engagement Customer Service 182

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. Today, is that enough? Those question are: 1) Really?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

APRIL 27, 2021

Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Businesses need to get feedback from a variety of customers. Allow a diverse group of employee’s voices to be heard.

Employee engagement 397

Employee engagement Feedback Customer Experience Sales 397

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

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

TechSee

SEPTEMBER 2, 2020

Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? Call Center Engagement ideas. The post How to motivate your WFH contact center staff – tactics for remote employee engagement appeared first on TechSee.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. The post Workforce Management Software Improves Employee Engagement appeared first on DMG Consulting.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus. Be consistent.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

DECEMBER 27, 2022

When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience. Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout.

Customer centricity 322

Customer centricity Healthcare Employee engagement Surveys 322

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. s Employee Engagement Services to implement FBC’s first employee survey. to design, test and roll out the first employee engagement survey. At COPC Inc.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

ProProfs Blog

OCTOBER 25, 2021

Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Various customer feedback tools help you track your customers’ pulse consistently. What Is a Customer Feedback Tool. Read more: 12 Channels to Capture Customer Feedback. Here we go!

Feedback 148

Feedback Surveys Enterprise Analytics 148

COPC

OCTOBER 25, 2022

We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . From recruitment to retirement, we do everything we can to keep our employees engaged and empowered at Harte Hanks.

Employee engagement 78

Employee engagement Contact Center Surveys Coaching 78

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization. Engaged employees believe they contribute to the company’s success.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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. Encourage new employees to be customers Adding new employees to an organization is a great way to gain new insight and innovation.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Beyond Philosophy

JUNE 15, 2017

Here are three things you can do today to try to engage your millennial employees: Communicate how their work matters. To engage Millennials, give them feedback about their performance early and often. We also know that these employees are least likely to be Millennials. How often is up to you and their manager.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

ShepHyken

JULY 23, 2021

Inspires Creativity via Discussion Forums and Feedback . Many employee training platforms include features such as whiteboards that allow users to build off of one another’s ideas with the help of notes, sketches, and diagrams. . Moreover, they can share feedback with one another and brainstorm ideas together. .

Feedback 410

Feedback Surveys Management Employee engagement 410

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Provide employee feedback platforms that can help stimulate small changes. Use customer feedback and craft an action plan that addresses what your customers want from you. .

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

Virtual Live Labs

DECEMBER 13, 2021

One of the most critical components to driving change successfully in a remote environment is communication feedback loops. These loops help to drive change successfully and are the key to understanding the emotions that drive employee actions. The communication feedback loop continues until the organization works through the issue.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

One of the most critical components to driving change successfully in a remote environment is communication feedback loops. These loops help to drive change successfully and are the key to understanding the emotions that drive employee actions. The communication feedback loop continues until the organization works through the issue.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Beyond Philosophy

MAY 31, 2016

Also important is gathering customer ane employee feedback at key touch-points so the company can know, in as real time as possible, what is working. Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

CCNG

JUNE 26, 2024

Here are a few suggestions to drive proactivity and graceful reactivity: Actionable Takeaways Encourage Open Feedback : Create multiple channels for customers and staff to provide feedback. Regularly engage with your clients and front-line employees to understand their needs and expectations.

CCNG 195

CCNG Employee engagement Feedback Consulting 195

ShepHyken

JULY 11, 2017

Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback. Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen , the President of Questback North America, about the importance of listening to not just your customers, but also to your employees.

Feedback 192

Feedback Employee engagement Surveys Enterprise 192

ShepHyken

APRIL 7, 2017

A quick tip is to examine the negative feedback. The support platform reduces the cost of operations and increases employee engagement. Do you have a standard approach to provide customer support? In essence, customer complaints are the greatest business opportunities. It lets you be available and accessible to your user base.

Advertising 287

Advertising B2B Employee engagement CRM 287

ShepHyken

JANUARY 22, 2021

This kind of regular feedback helps the agents better their performance and deliver unremitting services. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement. They can also snoop, barge, and whisper on a live call if required. Comprehensive Call Center Metrics Report.

Best practices 240

Best practices Call Center Average Handle Time virtual call center 240

ShepHyken

DECEMBER 1, 2021

In all of the Three N’s, feedback is imperative. Sharing positive feedback with employees is what this is all about. 1 reason employees leave does not have to do with what they are paid. Share positive feedback with your employees. He couldn’t wait to go back to work the next day. .

Healthcare 325

Healthcare Feedback Customer Service Employee engagement 325

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. The significance of employee engagement and communication in driving successful organizational change.

CCNG 195

CCNG Technology Employee engagement Government 195

CX Accelerator

DECEMBER 31, 2018

Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What Nate recently turned me onto OfficeVibe which can help you measure employee engagement. How do you think you’re doing?Anything

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Cyara

SEPTEMBER 19, 2023

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to engage and empower staff: customer feedback.

Feedback 76

Feedback Employee engagement Contact Center 76

PeopleMetrics

MARCH 27, 2025

The Case for Recognition At PeopleMetrics, weve helped companies implement recognition alerts those golden nuggets of feedback where a customer calls out an employee who went above and beyond. That feedback becomes a trigger for a recognition alertand thats where the cultural shift begins. Then ask who it was and what they did.

Brand ambassadors 62

Brand ambassadors Management Customer centricity Feedback 62

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee engagement 52

Employee engagement Construction Morale Education 52

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385