Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Employees want to feel included in the club/group/tribe.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in. Do they interact with the customers in a personable and effective manner?

Scripts 213

Scripts Customer Experience Employee engagement Best practices 213

Etech GS

JULY 3, 2019

What Is Employee Engagement? Employee engagement measures the passion and commitment of employees to deliver their best efforts and create solutions that will benefit them, the customer and the company. What Employee Engagement Is Not? Employee engagement is also not employee satisfaction.

Employee engagement 80

Employee engagement Surveys Construction Feedback 80

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

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

ShepHyken

APRIL 23, 2018

Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). She is a branding expert, and now she shares some insights on creating superior customer experience, which starts with the self-motivation of great employees. And, it helps create a tailored/personalized experience.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

delighted

JUNE 22, 2021

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work. Why is employee engagement so important?

Employee engagement 66

Employee engagement Surveys Feedback Personalization 66

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. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JUNE 11, 2015

Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value.

Gamification 265

Gamification Big data Personalization Feedback 265

Monet Software

MARCH 19, 2020

It’s also great advice for call center leaders seeking to enhance employee engagement. But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. employee engagement is exceedingly resistant to “hacks.”

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Gamify teamwork, productive behaviors, KPI performance and senior leadership engagement. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Wish I’d said that, because it encapsulates both the value of stakeholder group linkage and the real-world value of ambassadorship.

Airlines 218

Airlines Consulting Consulting Enterprise 218

ShepHyken

JULY 1, 2016

Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Continually ask questions that allow them to express their unique strengths and their personal goals within the company. Don’t make the corporate brand and the personal brand compete.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

Taylor Reach Group

JUNE 12, 2020

A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. By Peg Ayers. “A meaning, “Do you speak German?”

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. Happier customers Agents who are less stressed and overwhelmed And, more time to focus on professional development of your employees. When Workforce Management Meets Employee Engagement.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

ShepHyken

MAY 1, 2020

DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. This week we feature an article by John R. Be Exceedingly Human.

Government 238

Government Consulting Consulting Personalization 238

ShepHyken

MARCH 11, 2022

Be more transparent and communicate rapidly and consistently with each person on the team. Anticipate what’s coming and move forward to modernize your employee experience. . Personalize the experience. Your employees are unique individuals, just like your traditional customers.

Coaching 246

Coaching Personalization Marketing Customer Service 246

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. In what way? It’s such a broad concept.

Personalization 98

Personalization Coaching Education Marketing 98

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Customer centricity 150

Customer centricity Enterprise Employee engagement Consulting 150

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

Bill Quiseng

JUNE 19, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.

Customer Service 122

Customer Service Management Employee engagement Airlines 122

Hero Digital

NOVEMBER 12, 2018

Just as consumer brands increasingly deliver personalized experiences for customers , a modern intranet design strategy includes tailoring content by an employee’s location, department, and role for a more relevant and engaging experience. Investing in a modern intranet strategy is a win for both your employees and your company.

Employee engagement 66

Employee engagement Banking Analytics Personalization 66

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Internal and external recognition.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. Asia Pacific Region.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Babelforce

FEBRUARY 24, 2022

While this may not be a realistic aim – there will always be people who struggle to engage fully – there are strategies you can implement to improve employee engagement. 9 call center employee engagement ideas. #1 1 Keep employees in the loop. Do you hold regular meetings with employees?

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

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.

Gamification 128

Gamification At home agents Morale Employee engagement 128

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Integrity Solutions

SEPTEMBER 2, 2022

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction. How do they do it?

Management 114

Management Coaching Employee engagement Surveys 114

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Employee engagement Personalization 204

SharpenCX

DECEMBER 8, 2021

And, only 3% want to return to fully in-person work. When employees feel disconnected, lonely, and frustrated over collaboration and communication, you’re stuck with a potentially weakened company culture and lower employee engagement. Rule 4: Encourage employees to pursue their passions through side projects.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. Set up user groups in your contact center to decide who specializes on specific customers or issues. Maybe this looks like organizing your agent user groups by skills instead of by channel.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

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

Callminer

OCTOBER 3, 2019

Good employees give each task their all, not settling for “good enough” or just doing whatever passes inspection in the end. They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. A rep should be able to handle pressure.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

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