ShepHyken

JULY 23, 2021

Relying on one another builds trust and helps every team member learn how to achieve multipart goals with others. . 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. .

Feedback 408

Feedback Surveys Management Employee engagement 408

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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 323

Employee engagement Healthcare Contact Center Customer Experience 323

CCNG

NOVEMBER 27, 2024

Would leaders’ time and efforts be better spent on addressing how to improve their culture , regardless of where they work? I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement.

CCNG 195

CCNG Employee engagement Call Center Management 195

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Step 1: Implement Employee Engagement Software . Where would a business be without a customer service team?

Customer Service 331

Customer Service Employee engagement Morale Feedback 331

Virtual Live Labs

MARCH 23, 2020

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Employee engagement 130

Employee engagement 130

Virtual Live Labs

MARCH 23, 2020

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Employee engagement 130

Employee engagement 130

Callminer

OCTOBER 11, 2018

We’ve often found that this metric is often looked at but rarely ever looked into with detail to discover how to reduce the time taken. Employee engagement. Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

JANUARY 25, 2023

That being said, the term Quiet Quitting may have crept into use to help mask the fact that, as a contact centre industry, we’ve not yet cracked how to engage our teams, particularly how to adapt our styles from a ‘bricks and mortar’ leadership approach to leading in a remote and hybrid world.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

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

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

ShepHyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Anjan Pathak is a Co-founder and CTO at Vantage Circle – an Employee?

Customer Experience 198

Customer Experience Employee engagement Customer centricity Chatbots 198

COPC

NOVEMBER 2, 2022

Employee engagement strategies are only as successful as the company culture allows. It’s vital that organizations recognize employee engagement’s impact on the customer experience and, therefore, on overall success. Get Employee Engagement Research Insights.

Employee engagement 89

Employee engagement Brand ambassadors Surveys Contact Center 89

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. However, only 30% of leaders feel that way.

Employee engagement 225

Employee engagement Surveys Consulting Consulting 225

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JANUARY 12, 2015

Making sure that your employees believe in your brand promise, are trained properly on how to deliver it, and are invested in its success enough to do what it takes to achieve it is critical to having a Customer Experience that surprises and delights customers.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

DECEMBER 4, 2014

How to Make or Break Your Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Customer Centricity Experience Design customer experience management Customer Experience Program employee engagement Retail Customer Experience Thought Leadership'

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

CX Global Media

FEBRUARY 26, 2021

How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics.

Customer Experience 156

Customer Experience Employee engagement 156

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. How To Create Customer Journey Map Of A Restaurant?

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

Contact Center Pipeline

MARCH 24, 2021

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. An agent’s job will soon require a higher skill level because […].

Contact Center 277

Contact Center Employee engagement Call Center 277

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

DECEMBER 22, 2014

How to Make or Break Your Customer Experience. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

ShepHyken

OCTOBER 16, 2018

They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture share a lot of these five basic needs.

Employee engagement 253

Employee engagement Entertainment Marketing Customer Service 253

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well.

Employee engagement 242

Employee engagement Morale Personalization Customer Experience 242

Beyond Philosophy

JULY 27, 2016

Because the employees have only been given the job description, what we want them to achieve in their daily work. We haven’t taught them how to deliver the Customer Experience we designed. Then, Show Them How to Achieve the Goal…. Why Employee Engagement Improves. Your employees feel like they are helping people.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

ShepHyken

AUGUST 17, 2018

Read Shep’s latest Forbes Articles: Five Ways To Create Rockstar Employee Engagement. The post Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Fonolo

OCTOBER 21, 2021

The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies ? How to Foster Agent Engagement in a Hybrid Contact Center. CX leaders were in agreement – empathy is a huge part of achieving call center success. Read on to find out.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are a few ideas on how to retain those happy customers. They tell others.

Airlines 215

Airlines Customer Service Employee engagement Morale 215