ShepHyken

JULY 1, 2016

But what if you are ignoring your greatest resources for improvement: your frontline employees? Feedback from customers and opinions of management can all be skewed due to a limited perspective. Create training programs and professional development workshops. Don’t make the corporate brand and the personal brand compete.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Agent morale can also be impacted by inconsistent feedback on performance. Identifying and addressing all of the factors that can impact agent engagement is essential for maintaining positive morale.

Morale 90

Morale Contact Center Quality management Coaching 90

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. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Up Your Service

MAY 21, 2018

Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools.

Employee engagement 55

Employee engagement Feedback Marketing Metrics 55

JustCall

MARCH 7, 2023

This involves identifying your goals for your hybrid workforce, such as enhanced productivity, improved employee engagement, lower costs etc. For this, it is critical to implement clear performance measures as well as performance management systems that allow you to follow employee progress and assess performance remotely.

Management 52

Management Best practices Employee engagement Morale 52

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

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

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. Managers could use it when giving employees feedback.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

Interaction Metrics

MAY 16, 2024

Is the feedback we currently get from our customers truly objective and representative of our customer base? Our methods include workshops, customer service evaluations, and a wide range of surveys. Do we have friction points that frustrate our customers? What specific details could help us grow our customer base profitably?

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Socially acceptable collaboration. It’s the virtual water cooler.

Call Center 117

Call Center Technology Gamification Coaching 117

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. Establish a feedback loop. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. You can learn more about call center gamification in this workshop episode.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

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! Raving (employee) fans.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. We assume that if we teach skills in a workshop or an online course, sales representatives will remember and practice them.

Sales 86

Sales Coaching Calibration B2B 86

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Incorporate the feedback they receive from customers into regular updates and refinements. Set Clear Expectations. Collaborate with your agents in developing your scripts.

Contact Center 67

Contact Center Scripts Call Center call center software 67

CX Journey

SEPTEMBER 8, 2016

Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g., onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. Customer satisfaction ratings generally come into the picture during feedback surveys, which are conducted at the end of a call.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Integrity Solutions

NOVEMBER 19, 2018

So, we seek feedback and recognition frequently. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. While earning higher commissions is always a goal, for millennial salespeople it is only one of the motivating factors, and in some cases, not even the most important one.

Coaching 75

Coaching Sales Feedback Surveys 75

JustCall

DECEMBER 1, 2022

It is essential to offer professional growth opportunities to employees to empower them to stay loyal and engaged and pursue greater success within your company rather than looking elsewhere. Offer free workshops and seminars to improve work habits and improve skills. Provide Regular Feedback And Coaching.

Call Center 52

Call Center Management Agent burnout Scripts 52

Lumoa

APRIL 24, 2018

Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. blog linkedin twitter Why?

Consulting 126

Consulting Consulting Metrics Feedback 126

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. Achor will speak on “The Happiness Advantage: Linking Positive Brains to Performance” in his session on Wednesday, May 16.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

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

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Higher employee engagement: Using the right call center software can improve communication between employees and managers.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

SmartKarrot

JULY 2, 2021

Conduct group refresher workshops and webinars. Think strategically about how best to launch schemes for clients and drive engagement and demand from their employees. Have regular review meetings with clients to review and pitch employee engagement strategies, new products and services and manage and implement feedback.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10

ClearAction

NOVEMBER 21, 2015

That way the feedback is about the customer. From there, the onion can be peeled back in internal cross-functional — and this means no function is excused — workshops where the relevant teams ask why 5 times about the top themes that surface in the comments.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions.

Big data 23

Big data Journey mapping Customer Experience Management 23

Russel Lolacher

JUNE 13, 2022

So folks will come and shop in their stores, you want that feedback, how was your experience all that good stuff, right? And then they had another team who surveys those employees at those stores, right. I’ve seen this happen in many clients that I work with, but one in particular stands out. And finding that common focus.

Coaching 59

Coaching Engineering Personalization Feedback 59

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. 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