Employee engagement and Healthcare - Customer Contact Central

Guest Post: The Intersection of Engagement and Productivity

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Employee engagement

Employee engagement Healthcare Contact Center Customer Experience

Amazing Business Radio: Amy Brown

ShepHyken

DECEMBER 27, 2022

Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout. Turn positive and negative conversational data into actionable strategies that support your employees. Train them to listen for customer insights, take notes, and share with everyone in the organization.

Customer centricity

Customer centricity Healthcare Employee engagement Surveys

Workforce Management Software Improves Employee Engagement

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

Employee engagement Management Real estate Contact Center

From Snacks to Surveys: 7 Tips to Boost Employee Engagement

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

Employee engagement Surveys Interactive Voice Response Morale

The Three N’s of Employee Fulfillment

ShepHyken

DECEMBER 1, 2021

Share positive feedback with your employees. Brian Kealy, the CEO of Baptist Health South, a healthcare system in Southern Florida, believed that if you have the right culture and treat your employees in such a way that they would never want to find another job, they will treat customers (patients and their families) the same way.?

Healthcare

Healthcare Feedback Customer Service Employee engagement

The Hidden Costs of Not Having Workplace Transparency in Your Organization

CSM Magazine

MARCH 19, 2025

Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement. When employees cannot access critical information, they may begin toperceive leaders with skepticism. Employees who lose sight of companygoals or changes could become detached from their jobs.

Morale

Morale Employee engagement Healthcare Accountability

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

JULY 6, 2022

Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Burnout has impacted healthcare workers in all capacities.

contact center associations

contact center associations Contact Center Healthcare Call Center

Employee engagement trends that lead to company growth!

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement

Employee engagement outsourcing Call Center Answering services

The Role of Training in Preparing Call Center Teams for Success

TeleDirect

APRIL 7, 2025

healthcare, finance) 5. Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. Data handling policies Confidentiality agreements Industry-specific regulations (e.g.,

Call Center

Call Center First call resolution Best practices Gamification

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

AUGUST 27, 2019

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. It’s almost as if employers have […].

Contact Center

Contact Center Technology Healthcare Employee engagement

5 Incentives for Call Center Agent Engagement

Fonolo

JUNE 17, 2021

But agent engagement isn’t just about making your employees happy. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Work hard, play hard.

Call Center

Call Center Morale Gamification Employee engagement

When Employee Engagement Goes Wrong

CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Recognition Gone Wrong.

Employee engagement

Employee engagement Healthcare Feedback Banking

Key Benchmarks Should You Target In 2025 for your Contact Center

NobelBiz

JANUARY 28, 2025

Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service. Heres how different industries prioritize KPIs to align with their objectives: Healthcare Industry Healthcare contact centers deal with sensitive, often urgent issues.

Benchmark

Benchmark Contact Center Abandon rate Average Handle Time

Building a Training Strategy

Call Center Weekly

MARCH 9, 2018

Consider facilities, open social networks, employee engagement, subject matter experts available, supportive leaders, and supportive learning technologies. Having one helps move training from hit or miss efforts with new hires to an effective approach for all employees.

Contact Center

Contact Center Gamification Transportation outsourcing

Air France KLM European Sales and Service Centre Continues Strong Employee Engagement Partnership with Thrive

CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Its client-base includes councils, healthcare companies, manufacturing businesses, food firms, retailers and other organisations across the UK, Ireland and internationally.

Employee engagement

Employee engagement Sales Transportation Airlines

NGPX & CIO Summit Takeaways

Aspect

DECEMBER 15, 2017

Healthcare IT and Administrative decision-makers nationwide are all grappling with repercussions of patient consumerization. From a patient perspective, white-coat authority and the magic of “doctor knows best” can only remain effective in the digital age if healthcare keeps up with the evolution of consumer communication expectations.

Journey mapping

Journey mapping Healthcare Banking Employee engagement

How Proprofs Is Evaluating, Interviewing, and Onboarding During the COVID-19 Crisis

ProProfs Blog

APRIL 30, 2020

Many industries including Healthcare, are on a hiring spree due to the unexpected rise in demands. CEO’s Message Builds Confidence Among All Existing Employees. It also keeps the newly hired employees engaged and turns learning into a fun experience. However, that’s not the end of the story. Google Hangouts Meet.

Surveys

Surveys Healthcare Employee engagement Personalization

What It Means to “Take Care” of the People, Who Take Care of People

Call Center Weekly

SEPTEMBER 15, 2017

By: Cheri Arafiles In my experience, most patient experience initiatives are very specific to improving the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores of an organization.

Healthcare

Healthcare Personalization Employee engagement Customer Experience

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. This is our guiding principle in all our decisions.”

Customer centricity

Customer centricity Healthcare Management Feedback

SMS Survey Best Use Cases

GetFeedback

APRIL 29, 2019

Employee engagement feedback. Your employees are a vital part of your organization. For healthcare providers, patient engagement shouldn’t stop after the doctor visit ends. Learn how your customers discovered your brand and their perception of your performance and values as a company.

Surveys

Surveys Healthcare Transportation Feedback

Twenty Three Influencers in Field Service Management to Follow in 2023

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. Philips partners closely with their customers to transform healthcare delivery.

Automotive

Automotive Management Enterprise B2B

4 Employee Training Templates for a Powerful Contact Center

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

Contact Center Coaching Employee engagement Call Center

200+ Survey Question Examples For Your Feedback Forms

ProProfs Blog

JUNE 26, 2019

Healthcare Survey Questions. 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

Surveys Feedback Education Employee engagement

Happy New Year and Welcome to 2023!

Taylor Reach Group

JANUARY 6, 2023

Realignment of healthcare, global supply chains, work locations, employment relationships (quiet quitting, great resignation, etc.) … . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center

Contact Center Healthcare Consulting Consulting

Learning the Benefits of Virtual Training

Integrity Solutions

MARCH 20, 2020

Last year, a healthcare client requested that we translate our flagship Integrity Selling program – traditionally an in person event – to a virtual program spaced out over multiple days. In healthcare, as in many industries, they simply couldn’t afford to have their sales team spend multiple days out of the field.

Healthcare

Healthcare Coaching Sales Best practices

Expected and Unexpected Benefits from Performance Management

Verint

MAY 11, 2015

A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. They’ve reduced non-production time by seven percent, reduced overall costs while handling increased volumes, and increased employee engagement ratings on their yearly survey.

Management

Management Coaching Employee engagement Healthcare

TeleTech Survey Results: The Mobile Customer Experience Imperative

Natalie Petouhof

JULY 14, 2015

The firm’s global work with leading companies in telecommunications, financial services, healthcare, retail, and government sectors is the basis for the articles in this recent issue. These pieces reflect on how clients are differentiating their companies through customer experience innovation. And are you ready to implement it?

Customer Experience

Customer Experience Surveys Telecommunications Banking

Don’t Forget to Connect Customer Service Week with Strategy

Stafford Communications

OCTOBER 24, 2018

However, many leaders are doing their organizations a disservice by not using Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service.

Customer Service

Customer Service Healthcare Employee engagement Education

The Vcare Top 50 Customer Care Influencers

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care

Customer Care Chief Customer Officer CRM Wireless

5 Tips on AI-Powered Phone Lines

Call Experts

DECEMBER 18, 2019

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Interactive Voice Response

Interactive Voice Response Journey mapping Contact Center Call Center

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. employees strongly agrees with the statement, “ My company asks for my feedback and acts upon what I say.”.

Best practices

Best practices Feedback Call Center Coaching

Happy Customers Starts With a Happy Team

CSM Magazine

FEBRUARY 7, 2023

Whether through the effects of Long Covid or because they’ve missed out on seeing healthcare professionals over the last couple of years, Paycare are seeing an increase in employees needing treatment such as optical, dental, physio or chiropody. And aside from expectation – there’s also sadly an increased need.

Healthcare

Healthcare Morale Employee engagement Management

Understand and Optimize your Unique Customer Touchpoints

Call Experts

JANUARY 8, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Journey mapping

Journey mapping Interactive Voice Response Contact Center outsourcing

The Value of an Optimized Customer Experience

Call Experts

FEBRUARY 19, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Customer Experience

Customer Experience Journey mapping Interactive Voice Response Self service

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

SharpenCX

MAY 20, 2020

For the past few months, my appointments have been put on hold to give the healthcare system back much needed time and resources. Employee engagement surveys from our friends down the street at Emplify prove that right now, we’re pretty exhausted. Build-in extra flexibility for agents. Cut clutter out of the WFM process.

Management

Management Coaching Contact Center Contact center software

Improving Government CX – The Fundamental Building Blocks for Success

Comm100

APRIL 26, 2022

One study found that disengaged workers cause as much as 60% more errors than engaged employees. To improve employee engagement and satisfaction in government CX, it’s essential to provide agents with the right tools. Just like the citizens they serve, government employees are frustrated by phone support.

Government

Government Wait times Healthcare Employee engagement

Monitor Your Customer Experience with Real-Time Dashboards

Call Experts

JANUARY 29, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Customer Experience

Customer Experience Journey mapping Contact Center Interactive Voice Response

How to Improve your HR Team's Performance with AI-Powered Systems

Call Experts

JANUARY 15, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Chatbots

Chatbots Journey mapping Interactive Voice Response outsourcing

Announcements at JiveWorld16

Natalie Petouhof

MARCH 15, 2016

Jive announced enhancements to Jive’s Employee Engagement solution, Customer Engagement solution and Jive Chime. Private support center for peer insights: With Jive’s healthcare collaboration solution, clinicians can search for, ask and answer questions from their peers, and interact with knowledge base documents.

Healthcare

Healthcare Employee engagement Metrics Enterprise

Go Beyond Call Center Coaching with Real-Time Agent Assist

Uniphore

JANUARY 24, 2022

Today’s leading enterprises rely on Uniphore’s agent assist software to drive employee engagement and performance. Average handle time cut by 2 minutes for a healthcare service leader. And the results speak for themselves: Agent onboarding cut from 6 weeks to 6 days (an 80% reduction) for a global financial BPO.

Coaching

Coaching Call Center Average Handle Time Telecommunications

Call Experts Named as a Top Third-Party Verification Company by Clutch.co

Call Experts

AUGUST 2, 2019

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

outsourcing

outsourcing Call Center Answering services Contact Center

How Contact Centers Support Plumbing Businesses

Call Experts

MARCH 5, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Benefits of a Call Center: Healthcare and Medical Practice. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. FCC blocks Robo-Calls.

Contact Center

Contact Center Journey mapping Interactive Voice Response Call Center

Unlocking success in 2024 with a robust Customer Experience Programme

customer sure

DECEMBER 6, 2023

Many of our clients, such as Philips, Barchester Healthcare and Parkdean Resorts, find this information incredibly useful for identifying areas of improvement where it is needed. The CX programme gives businesses something to manage with. Ready to supercharge your customer experience programme in 2024 and beyond?

Customer Experience

Customer Experience Brand ambassadors Healthcare Journey mapping

Zenarate AI Coach Transforms How Agents Learn and Perform Through Natural Language AI Simulation Training

CSM Magazine

JUNE 27, 2023

Agents report top-decile user experience scores, citing how real their simulations feel, and how their AI Coach improves their confidence, removes their anxiety and prepares them to engage with live customers and prospects. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching

Coaching Telecommunications Healthcare First call resolution

Guest Post: The Intersection of Engagement and Productivity

Amazing Business Radio: Amy Brown

Trending Sources

Workforce Management Software Improves Employee Engagement

From Snacks to Surveys: 7 Tips to Boost Employee Engagement

The Three N’s of Employee Fulfillment

The Hidden Costs of Not Having Workplace Transparency in Your Organization

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

Employee engagement trends that lead to company growth!

The Role of Training in Preparing Call Center Teams for Success

How Technology Is Paving the Path to Contact Center Workplace Wellness

5 Incentives for Call Center Agent Engagement

When Employee Engagement Goes Wrong

Key Benchmarks Should You Target In 2025 for your Contact Center

Building a Training Strategy

Air France KLM European Sales and Service Centre Continues Strong Employee Engagement Partnership with Thrive

NGPX & CIO Summit Takeaways

How Proprofs Is Evaluating, Interviewing, and Onboarding During the COVID-19 Crisis

What It Means to “Take Care” of the People, Who Take Care of People

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

SMS Survey Best Use Cases

Twenty Three Influencers in Field Service Management to Follow in 2023

4 Employee Training Templates for a Powerful Contact Center

200+ Survey Question Examples For Your Feedback Forms

Happy New Year and Welcome to 2023!

Learning the Benefits of Virtual Training

Expected and Unexpected Benefits from Performance Management

TeleTech Survey Results: The Mobile Customer Experience Imperative

Don’t Forget to Connect Customer Service Week with Strategy

The Vcare Top 50 Customer Care Influencers

5 Tips on AI-Powered Phone Lines

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Happy Customers Starts With a Happy Team

Understand and Optimize your Unique Customer Touchpoints

The Value of an Optimized Customer Experience

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

Improving Government CX – The Fundamental Building Blocks for Success

Monitor Your Customer Experience with Real-Time Dashboards

How to Improve your HR Team's Performance with AI-Powered Systems

Announcements at JiveWorld16

Go Beyond Call Center Coaching with Real-Time Agent Assist

Call Experts Named as a Top Third-Party Verification Company by Clutch.co

How Contact Centers Support Plumbing Businesses

Unlocking success in 2024 with a robust Customer Experience Programme

Zenarate AI Coach Transforms How Agents Learn and Perform Through Natural Language AI Simulation Training

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