Virtual Live Labs

NOVEMBER 22, 2021

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Ask for feedback on a community board, or survey employees to get their thoughts. Ask your employees.

Employee engagement 130

Employee engagement Feedback Technology Surveys 130

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee engagement 124

Employee engagement Government Personalization Technology 124

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

OCTOBER 16, 2018

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. Meeting your employees’ basic needs and creating a loving employee culture is a 24/7 commitment from the top all the way down through the organization.

Employee engagement 258

Employee engagement Entertainment Marketing Customer Service 258

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 98

Employee engagement Surveys Interactive Voice Response Morale 98

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 244

Employee engagement Morale Personalization Customer Experience 244

TechSee

SEPTEMBER 2, 2020

Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? Call Center Engagement ideas. Managers can assign collaborative tasks that encourage team members to stay connected and work together to meet specific goals.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

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 98

Employee engagement Management Real estate Contact Center 98

Beyond Philosophy

NOVEMBER 3, 2015

Then, I had a meeting/interview with Neil Hobbs. The meeting went well. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience. Neil had a reputation of being a tough boss.

Banking 386

Banking Employee engagement Consulting Consulting 386

COPC

OCTOBER 25, 2022

We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . From recruitment to retirement, we do everything we can to keep our employees engaged and empowered at Harte Hanks.

Employee engagement 78

Employee engagement Contact Center Surveys Coaching 78

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. We can see what happens when employees’ voices are ignored. And guess what?

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

ShepHyken

FEBRUARY 18, 2020

Build trust by meeting expectations day in and day out across all touch points.”. About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Trust is about setting expectations.

Big data 314

Big data SaaS Employee engagement Customer Experience 314

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

ShepHyken

MARCH 13, 2018

Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. .

Employee engagement 192

Employee engagement Customer Service Management 192

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. The metrics you choose should line up with your actions and the goals you are trying to meet.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Before truly focusing energy on the customer, the XGS team has had to focus on the most important asset of all: its people.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

ShepHyken

AUGUST 7, 2018

Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. What’s the importance of an employee mission?

Employee engagement 192

Employee engagement Airlines Customer Experience Customer Service 192

ShepHyken

SEPTEMBER 11, 2018

National Customer Service Week is a great way to have a positive impact on employee engagement. There are employees that your customers never meet who have a profound impact on your customers’ overall experience. Quotes: “There is a clear link between employee engagement and customer experience.

Customer centricity 209

Customer centricity Employee engagement Customer Service Customer Experience 209

CX Accelerator

DECEMBER 31, 2018

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. This is where I fit into the project—I facilitated each meeting as a neutral party. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Be open to improvisation, encourage agents when they successfully go off script and consult your employees for script revisions and updates to improve both employee engagement and customer satisfaction across your organization. .

Scripts 220

Scripts Customer Experience Employee engagement Best practices 220

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

Beyond Philosophy

JANUARY 24, 2018

Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Consumers today expect speedier access to services than ever before.

Customer Experience 266

Customer Experience Advertising Employee engagement Sales 266

ShepHyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. While doing so, is it necessary for your company to hire additional employees to meet the holiday demand? Or you can send a Thank You email, pat someone on the back, or applaud someone in a meeting.

Customer Experience 205

Customer Experience Employee engagement Customer centricity Chatbots 205

Beyond Philosophy

JULY 17, 2021

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. Sherman and I have a difference of opinion.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

CX Global Media

NOVEMBER 13, 2018

They are acknowledging and realizing that developing leadership skills in supervisors requires a journey approach with blended learning methods and time spacing because it meets the needs of the modern learner – and the organization. Learning happens all over, in hallways, in meetings, at computer screens. Learning needs to be micro.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Helpware

JULY 11, 2023

In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we understand that these elements are all intertwined with one critical factor: employee engagement.

Employee engagement 66

Employee engagement Business Process Outsourcing outsourcing Management 66

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

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

ShepHyken

APRIL 22, 2019

They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? (Salesforce) Did you know many customer service departments are still in dinosaur mode? by Mohamed Latib, Ph.D. .

Customer Service 205

Customer Service Employee engagement Self service Surveys 205

Callminer

OCTOBER 11, 2018

On the contrary, if you delay in calling those leads, then perhaps the client has already closed his computer and is in a meeting or maybe driving his car (and at this point, it is too late). . Employee engagement. Each and every meeting has an element of fun! Bryan Weinstein @call4health.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Beyond Philosophy

JANUARY 7, 2016

Behavioral Economics Meets Customer Experience. Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program. is essential. This approach is wrong! This approach is wrong!

Employee engagement 186

Employee engagement Big data Analytics Education 186