SharpenCX

JUNE 2, 2020

Happier customers Agents who are less stressed and overwhelmed And, more time to focus on professional development of your employees. When Workforce Management Meets Employee Engagement. In fact, you can use workforce management to drive better engagement and positive business results across the board. each day.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. Contact center agents praise the company and morale goes way up. Click to Tweet. Agents feel more valued.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

ShepHyken

JULY 1, 2016

Ways you can open these lines of communication are: Weekly staff meetings with agenda items suggested from employees. Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc. Many of these principles are universal.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Fonolo

JUNE 17, 2021

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. Employees with familial obligations for example might benefit greatly from flex work.

Call Center 140

Call Center Morale Gamification Employee engagement 140

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. With smart-routing, companies can also boost employee morale. Bryan Weinstein @call4health.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. From onboarding to continuous learning, a strong training program is key to building high-performing teams that deliver exceptional service, meet KPIs, and support business goals.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Genroe

JUNE 25, 2015

Lots of meetings and “bringing everyone along” discussions that, if people just did what they were told, would not be necessary. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. Share insights with customers and employees.

Employee engagement 69

Employee engagement Feedback Government Best practices 69

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Call Center Weekly

JULY 18, 2017

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

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

Beyond Morale

AUGUST 24, 2011

When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement? We can discuss this tomorrow during our meeting time. Thanks, Ed.

Employee engagement 48

Employee engagement Morale 48

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. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Fonolo

JULY 14, 2020

Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. They’ll be better equipped to meet customer needs while outperforming competitors. Coaching is a critical aspect of agent engagement in contact centers. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Callminer

OCTOBER 3, 2019

Pay attention to employee feedback to keep your staff engaged and motivated. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. Be sure you meet regularly with your employees to check-in and make sure they’re still happy and motivated. “If

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Coaching 59

SharpenCX

SEPTEMBER 14, 2021

Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Write your employees notes and mail them to their homes. Recognition is critical for employee engagement and retention. They take intention and time.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

NobelBiz

MAY 12, 2022

Remote Water Cooler Talks Help New Hires Better Understand Company Values It’s not easy to create a strong company culture that new employees can easily adhere to during their first weeks. How to Stay Connected While Working Remotely Here’s how we’re staying connected at NobelBiz while all our employees are working remotely.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

JustCall

NOVEMBER 24, 2022

So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals. This leads to higher turnover, less stress, and better morale in the workplace. Improvements are needed when sales decline. Conclusion.

Morale 52

Morale Call Center call center workforce Metrics 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

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. If it’s too ambiguous, they may leave the meeting feeling confused about next steps, or wondering what they did wrong. Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Beyond Morale

SEPTEMBER 20, 2011

A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. You are not meeting my needs; I need to feel valued by you at work”? What happens when your needs aren’t met? Can you recognize this in yourself?

Morale 54

Morale Employee engagement Feedback Personalization 54

SharpenCX

SEPTEMBER 30, 2020

Read Next] Meet Soaring Customer Expectations with these 9 Omnichannel Software Features. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. A positive, personalized experience leads to better reviews and referrals. When you deliver on customer expectations, you grow brand loyalty and advocacy.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

Satrix Solutions

FEBRUARY 18, 2020

Coupling it with a broader set of employee engagement questions and pulse surveys are great ways to link the score to the feedback, and look for correlations between initiatives and the eNPS choice selection given by your employees. Employees value being asked what they think. Why It’s Important to Listen to Employees.

Morale 78

Morale Employee engagement Surveys Feedback 78

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. There are even lots of great little games and polls you can run to keep everyone engaged.

Call Center 112

Call Center Morale Contact Center Gamification 112

ClearAction

MAY 31, 2015

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120