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

Fonolo

AUGUST 5, 2021

When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page. According to @LinkedIn, 94% of employees would stay with their organization longer if there were learning opportunities available. Virtual workshops. One-pagers or info sheets.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You might even consider hiring a field expert for a workshop. Gallup released an article about employee engagement measures in the workplace. If they’re motivated, your customers will likely feel satisfied.

Call Center 142

Call Center Abandon rate Education Contact Center 142

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.

Call Center 148

Call Center Morale Best practices Contact Center 148

ClearAction

FEBRUARY 26, 2015

DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights. Customer Centricity Goes Beyond Customer Experience Management. Don't Confuse CX Technology with Customer Experience Management. Inspire Voice of the Customer Actions: 12 Ideas.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Taylor Reach Group

MARCH 20, 2020

Mental health and mental wellness are certainly impacting our business and I believe we have an obligation to our employees to create and maintain an work environment that supports mental wellness. Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Get in the game. Make the workplace fun again. Whisper coaching.

Call Center 117

Call Center Technology Gamification Coaching 117

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Time management 98

Time management Management Personalization Government 98

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. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

JustCall

MARCH 7, 2023

With this trend, managing a hybrid workforce can be difficult since it entails dealing with a broad group of employees with varying requirements and interests. This is why a hybrid workforce playbook is essential, as it gives a clear set of principles and best practices for efficiently managing remote and in-office personnel.

Management 52

Management Best practices Employee engagement Morale 52

Totango

DECEMBER 23, 2021

In fact, employee burnout has become so severe that in 2019 the World Health Organization (WHO) officially recognized it as a medical condition defined as a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.” Poor Employee Engagement.

Morale 105

Morale Employee engagement Personalization Enterprise 105

Toister Performance Solutions

DECEMBER 4, 2018

Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. I interviewed several employees and managers to prepare for the training. Some employees were aware it was a value, but hadn't given it any thought.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

delighted

OCTOBER 17, 2023

The importance of employee surveys Employee surveys are one of the most effective ways to understand how employees think, act, and feel in your organization. Sending employee surveys is also essential to: Improving business growth. Maximizing manager effectiveness.

Surveys 82

Surveys Employee engagement Feedback Management 82

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Up Your Service

SEPTEMBER 6, 2018

Here is a checklist of activities we use to help our clients achieve successful and sustainable leadership engagement. Leadership Engagement Activity Checklist. Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles.

Education 53

Education Management Best practices Employee engagement 53

TechSee

AUGUST 26, 2024

Reduce Wait Times and Handle Times: Implementing strategies to manage call volume effectively is crucial. Utilize Customer Relationship Management (CRM) tools to gather and use customer data for personalized interactions. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. Sidhu’s laser-focused approach to customer service and customer experience were also nurtured by managers in his professional past.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. This is the next step to engaging with team members. Nick Smith shares 5 ways to become a WFM guru. .

Coaching 68

Coaching Employee engagement Consulting Consulting 68

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Managing/leveraging outsourced service providers. Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach.

Sales 91

Sales Coaching Calibration B2B 91

JustCall

DECEMBER 1, 2022

Work from home call centers must deal very cautiously with employees who prefer to work from home. The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Call Center Online Management Tips.

Call Center 52

Call Center Management Agent burnout Scripts 52

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. ” “Let’s silo smash!” But it’s the wrong approach.

Employee engagement 59

Employee engagement Education Consulting Consulting 59

Toister Performance Solutions

MAY 27, 2021

It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. A customer service rep attended a workshop on serving angry customers. A customer service manager invested in new technology for her team. I talk to a lot of people who are trying to improve customer service.

Employee engagement 69

Employee engagement Contact Center Customer Service Accountability 69

SoliCall

AUGUST 2, 2023

Provide them with advanced call center software that includes features like automatic call distribution, call scripting, customer relationship management (CRM) integration, voice cancellation and knowledge bases. Offer opportunities for additional training, workshops, and certifications to enhance their expertise.

Call Center 52

Call Center First call resolution Construction call center software 52

Integrity Solutions

NOVEMBER 19, 2018

Management Attitudes. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Ongoing Learning and Development.

Coaching 77

Coaching Sales Feedback Surveys 77

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. When I ask workshop participants what they think the issue might be, the most popular response is: fear of failure. A related issue is the manager’s perception of what a contributing employee looks like.

Sales 78

Sales Coaching Personalization Morale 78

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Vistio

SEPTEMBER 3, 2024

Employee Engagement and Retention: Opportunities for learning and development make agents feel valued and motivated. Regular Training and Development Programs: Offer diverse training options, including workshops, e-learning modules, and peer-to-peer learning opportunities.

Contact Center 52

Contact Center Technology Employee engagement Feedback 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84