Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. At our recent CustomerGauge User group session in Sydney Australia we work-shopped this exact question. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

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. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Remote Agent Engagement Can Be a Reality. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

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.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high. These things happen.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Call Center Weekly

JULY 24, 2017

It is trust that transforms a group of people into a team.” Building trust with your agents will make a world of difference in morale, team performance and attendance. This is far reaching, and measurable in areas such as retention, production, achieving KPI's, better attendance, improved quality, and improved morale.

Contact Center 273

Contact Center Morale B2C Coaching 273

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

MAY 7, 2024

Let’s dive into some top-notch team-building activities that are all about boosting that group mojo, sparking better chit-chat, and getting those collaboration muscles flexing. 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.

Morale 52

Morale Employee engagement Personalization 52

Playvox

APRIL 11, 2023

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Recognize Employees Everyone enjoys being recognized for a job well done, including contact center agents. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

SharpenCX

SEPTEMBER 14, 2021

Recognition is critical for employee engagement and retention. In a report by Halo Recognition , they found that employee engagement increases by 35% when employees get daily recognition for their work. Send out employee surveys. Listen to your employees during National Customer Service Week. . >>

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Callminer

OCTOBER 3, 2019

Pay attention to employee feedback to keep your staff engaged and motivated. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. Keep the three key factors of employee engagement in mind. What is the answer? This is Why.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

Taylor Reach Group

DECEMBER 11, 2019

Rewarding the top 20% of agents with bonus is nice for that high achieving group and provides incentive/motivation to those directly behind them, but more than half the center is likely to give up on the bonus because they see it (the bonus) as unachievable. Rewarding agents based on objective performance can be more challenging.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

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

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NobelBiz

MAY 12, 2022

A new employee that is introduced to a friendly, albeit virtual, environment where their colleagues are doing regular yoga sessions and having weekly fun at work meetings has better chances of assimilating the company’s values and giving their best knowing that they’re becoming part of a cohesive, united group.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. Your executive team should prioritize employee satisfaction.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Fonolo

JUNE 9, 2020

According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. This is great for team morale and lets them know what they’re doing well so they can continue the trend. First Call Resolution (FCR). Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Bruce Temkin is the Managing Partner and a Customer Experience Transformist at the Temkin Group.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. " Costs of Silos.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Playvox

DECEMBER 16, 2021

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Shifts in attitude, conduct, and performance can steer employees in the right direction.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Joe Rawlinson

FEBRUARY 16, 2024

Team building activities, informal gatherings, and even setting up a group personality test are some simple ways you can get to know your employees a little better. Acknowledging and valuing these strengths can also help improve morale and increase motivation, creating a more capable and cohesive team overall.

Morale 78

Morale Employee engagement Personalization 78

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. There are even lots of great little games and polls you can run to keep everyone engaged.

Call Center 112

Call Center Morale Contact Center Gamification 112

ProProfs Blog

JULY 30, 2021

The term bias means having a strong feeling of prejudice or affinity towards a particular group of people, objects, ideas, and so on. In case of a survey, bias refers to conditions or factors that can lead to inaccurate or dishonest responses from your target group. b) Group together questions that belong to the same category.

Surveys 78

Surveys Morale Feedback Journey mapping 78

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. Working in customer service is tough, and it can take a toll on employees and their team relationships. Team Building.

Coaching 91

Coaching Customer Service Scripts Morale 91

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? Call center management is the group of strategies call centers use to handle daily operations, which, as call center leaders know, encompasses many moving parts! Maintaining Workplace Morale.

virtual call center 87

virtual call center Call Center Management call center software 87

Noble Systems

FEBRUARY 4, 2019

It uses game mechanics such as points, badges, leaderboards, rewards and recognition to motivate and engage agents to change behaviors, become more productive and improve business outcomes. Continuous feedback also provides many benefits to both employees and companies. Improves employee morale. Here are just a few.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. How do you do that?

Gamification 74

Gamification Employee engagement Call Center Morale 74

ijgolding

JUNE 9, 2015

One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Drives employee engagement and involvement — from the front lines to the executive suite. Ability to align employee behaviour with customer-focused culture.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

ProProfs Blog

MARCH 14, 2019

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. Not all suggestions and opinions of the employees have to be implemented.

Surveys 60

Surveys Morale Employee engagement Feedback 60

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. Allow for some time to be social – set a time for them to be themselves, either in daily stand-ups, weekly get togethers or a dedicated group chat. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

VirtualPBX

APRIL 27, 2022

Remote culture boosts employee engagement. Studies have shown that engagement, productivity, and loyalty tend to improve when companies embrace virtual work. The trick is finding employees who can thrive in a remote environment. You’ll make fewer mistakes, and everyone will benefit from it.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

Taylor Reach Group

DECEMBER 3, 2018

If other department heads are creating difficulties for your group, it’s your job to eliminate those problems. For help with this and much more, contact the experts at The Taylor Reach Group, www.thetaylorreachgroup.com. They create development plans and systems so those with an interest in leadership can get a taste in advance.

Contact Center 99

Contact Center Management Morale Coaching 99