Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I look […].

Contact Center 147

Contact Center Employee engagement Call Center Management 147

Beyond Philosophy

JUNE 2, 2015

As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned. Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Contact Center Pipeline

SEPTEMBER 6, 2016

Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. Improving engagement was a […].

Contact Center 110

Contact Center Employee engagement Management 110

Contact Center Pipeline

OCTOBER 2, 2020

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.

Contact Center 130

Contact Center Technology Customer Service Employee engagement 130

Call Center Weekly

DECEMBER 13, 2017

Leaders who are transparent, more often than not, establish better relationships with their employees. Engagement Be engaging and cut out the hierarchy. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. Keeping your staff in the loop, helps develop and build trust.

Coaching 149

Coaching Employee engagement Education Surveys 149

Virtual Live Labs

SEPTEMBER 30, 2020

They will spend more time talking with employees to get them back on track again, reducing utilization. So taking the time to put together a new virtual communication strategy is critical to employee engagement and success. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

They will spend more time talking with employees to get them back on track again, reducing utilization. So taking the time to put together a new virtual communication strategy is critical to employee engagement and success. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee engagement 52

Employee engagement Construction Morale Education 52

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Contact Center 100

Contact Center Technology Employee engagement Call Center 100

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

CSM Magazine

DECEMBER 15, 2022

A company that prioritises learning as part of its employee engagement strategy benefits the business environment and its workforce. Employee engagement is significantly affected by the time of competence. What Constitutes Continuous Learning for Employee Engagement in Its Simplest Form? Conclusion.

Employee engagement 52

Employee engagement Coaching Education Personalization 52

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

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 52

Morale Employee engagement Healthcare Accountability 52

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

PeopleMetrics

JUNE 16, 2015

However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Image Credits: Ascent Magazine Atos. What The Numbers Imply. Ideas for Sparking Change. Atos , CC BY-SA 2.0.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

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 40

Employee engagement Healthcare Feedback Banking 40

Integrity Solutions

JUNE 18, 2021

The answer explored by our EVP and Partner, Harriet Butler, in this feature contribution for LTEN Focus on Training Magazine is found in how leaders can strike the balance between the urgent and the important. We’ve written a lot of contributions for Top Sales Magazine. She explore the issues and challenges in making that shift.

Coaching 96

Coaching Sales Transportation Employee engagement 96

CSM Magazine

APRIL 15, 2020

Companies today face the challenge of keeping top contact center talent, and employee engagement and resource planning have become key pillars in finding an optimal balance between happy employees and satisfied customers,” said Børge Astrup, CEO of Puzzel.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

CSM Magazine

JUNE 28, 2021

You have probably heard the term employee engagement being coined by many business leaders since the start of the pandemic. Understanding employee engagement. To answer this question, we need to ask ourselves the question: what is employee engagement ? Measuring engagement.

Employee engagement 52

Employee engagement Customer Support Surveys Analytics 52

SharpenCX

JULY 21, 2021

Forbes magazine ranked Marriott number 18 out of 100 in its list of “The World’s Most Innovative Companies.” They invest in training and development and give employees opportunities to grow with the company instead of having to leave to find growth. In recent years, Marriott rose above many competitors.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration.

Call Center 117

Call Center Technology Gamification Coaching 117

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’. . Air France KLM is one of the world’s leading airlines, employing over 80,000 staff.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Transparent BPO

AUGUST 5, 2019

Also, FCR increased by 14 percent, employee engagement rose six percent, and reduction in voluntary termination increased eight percent. The change was so significant, one agent remarked, “I struggled with the previous program. The purpose of Quality finally makes sense to me.”

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CX Journey

APRIL 11, 2018

Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. The article? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from.

Employee engagement 67

Employee engagement Surveys Personalization Customer Experience 67

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

Netomi

JANUARY 5, 2022

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Connect First

MAY 5, 2017

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Why the new trend? That’s a staggering statistic.

Call Center 40

Call Center Management Employee engagement Contact Center 40

CSM Magazine

MARCH 5, 2025

For instance, someone with a Bachelor in Management might employ techniques such as microlearning modules, gamified training or vdeos to keep employees engaged. With a background in management or an MBA, leaders can develop tailored learning paths that cater to different roles, such as frontline agents and team leads.

Education 52

Education First call resolution Customer Support Employee engagement 52

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Finally, show deep respect for employees’ points of view, opinions, and ideas. Improving or transforming your employee experience is often easier than you might think.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

CSM Magazine

AUGUST 27, 2024

employees benefit from gamified training at work, which has proven to be highly effective. Data shows that 83% of employees engaged in gamified training feel more motivated compared to their peers who undergo traditional training and feel bored. This leads to better overall performance in customer service roles.

Gamification 52

Gamification Customer Service Feedback Employee engagement 52

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Consulting Consulting 98