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. PowerPoint presentations. One-pagers or info sheets.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Next the agent starts avoiding participating in the team chat when the supervisor is present. It was a dismal failure.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CX Accelerator

JANUARY 25, 2019

Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. The first step is to have a measure of the employee experience…one that will give us the ability to show the true correlation between EX and CX.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. Another massively important area that HR deals with is employee engagement and internal communications. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

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

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Take Direct Action Based on Your Customer Experience Metrics. b) Input for Product Development.

Metrics 65

Metrics Customer Experience Analytics Feedback 65

Fonolo

NOVEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. Ultimately, well-conducted performance reviews will improve your overall employee engagement, retention, and your team’s overall quality of service. Between call spikes and frustrated customers, an agent’s individual performance metrics can spike and dip unexpectedly.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SharpenCX

MAY 26, 2020

Or, they give you time for in-depth product and service training and presentations. Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Scheduled training sessions and 1:1s boost your employee engagement and motivate your employees to work harder.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Fonolo

JUNE 15, 2021

Engaged contact center staff are “present,” active participants in their daily work. They should focus on engagement, which ultimately drives agent retention as well as a boost in consumer-focused metrics. Taking steps to improve engagement and avoid big costs doesn’t have to be complicated.

Call Center 115

Call Center Contact Center Metrics Morale 115

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. Give your employees a platform to be open and honest to make your organization a healthier and more productive place to work. That says a lot.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Real Blue Sky

NOVEMBER 21, 2023

Next, we explore the crucial role of employee engagement and retention, and how investing in your workforce can lead to a more satisfied customer base and propel brand growth. Fostering a Positive Work Culture A positive work culture is another cornerstone of employee engagement.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Fonolo

DECEMBER 13, 2022

Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . Remember, like all development plans, performance-based goals should have clear metrics and timelines. . This form of employee development could measure and aim to improve agent-specific KPIs like: .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. To compound matters, complex customer issues that require a high level of expertise and patience often present challenges for first-line agents that lack familiarity and depth in the product or service in question.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

CX Global Media

JULY 17, 2018

So, if there’s not an ample supply of employees to fill supervisor roles and most supervisors are ineffective, and agents leave because of their relationship with their supervisor, this vicious cycle tells us very clearly that the lack of (or ineffective) skill development of the frontline supervisor is the root cause of this problem.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Expivia

SEPTEMBER 2, 2021

From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. While measuring various call center metrics and KPIs is crucial, how you report them matters. For every metric and KPI you track, you can have a report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Customer Relationship Metrics

NOVEMBER 4, 2016

What we learned years ago is still true today (with a little twist): ‘People’ is now Employee Engagement. Employee Engagement Heads UP (or Heads DOWN). Employee Engagement is directly affected by our Supervisors. ‘Process’ is now Ease of Doing business. Supervisor Heads Up differ.

Employee engagement 55

Employee engagement Coaching Analytics Contact Center 55

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. This is a huge help, not only when trying to take ownership of customer experience metrics such as NPS or CSat, but also when attempting to have customer experience impact business metrics.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Fonolo

MARCH 4, 2020

While chatbots, social media support — ADP has a client-only support page called ‘The Bridge’ — and traditional voice channels are present in the ADP ecology, again, the success of the customer support structure rests on the back of human interaction. The Tools of the Trade: Technology and Metrics. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Employee engagement helps measure how well your staff identifies with your business goals.

Sales 117

Sales Scripts Best practices Feedback 117

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions. Let''s start with Employee Experience. you have to want to be engaged.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

COPC

DECEMBER 1, 2022

founders identified a gap in the industry and brought global industry leaders together to establish guidelines, best practices, metrics and performance requirements that buyers of outsourced services should expect of their customer contact suppliers. However, finding new ways to keep employees engaged is becoming increasingly challenging.

Best practices 69

Best practices outsourcing Employee engagement Metrics 69

TechSee

AUGUST 7, 2024

Ownership and accountability present yet another problem. Train and Involve Employees: Engage employees early in the adoption process and provide thorough training. This data-driven approach provides actionable insights, enabling continuous improvement and refined engagement strategies.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

Fonolo

APRIL 5, 2022

And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Agent Engagement Will Be Critical for Contact Centers in 2022. Building up performance metrics; delivering KPI reports.

Call Center 99

Call Center Contact Center Gamification Construction 99

Satrix Solutions

FEBRUARY 18, 2020

Fast forward to the present day and the employment landscape thankfully looks much different. An eNPS calculated score gives you a great check-in on employee loyalty and contentment but the work doesn’t stop with the score. Another method to give employees a voice is through peer-to-peer accolades. Recognition Programs.

Morale 78

Morale Employee engagement Surveys Feedback 78

SharpenCX

JULY 9, 2020

You can use metrics like eNPS and Walker’s loyalty matrix to learn how your agents feel about their jobs. Use employee engagement surveys, 1:1 conversations and other agent-focused metrics to get insight into the core components of your agent experience. Use these 7 metrics to understand agent performance and well-being.

Coaching 67

Coaching Metrics Contact Center Morale 67

Customer Guru

AUGUST 8, 2018

He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CX Global Media

JULY 17, 2018

So, if there’s not an ample supply of employees to fill supervisor roles and most supervisors are ineffective, and agents leave because of their relationship with their supervisor, this vicious cycle tells us very clearly that the lack of (or ineffective) skill development of the frontline supervisor is the root cause of this problem.

Contact Center 136

Contact Center Coaching Construction Call Center 136

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. As they develop, managers can introduce metrics related to quality and efficiency. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Involve your employees in data collection and analytics.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Gamification is the future of employee engagement and attrition for the call center. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Customer Relationship Metrics

JULY 26, 2017

Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA). In the Early Years.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Serenova

JULY 23, 2019

So, how can you keep agents motivated to not just clock in, but to thrive and be fully present? One of the foundational elements of employee engagement is clear expectations. The games are designed to align with KPIs and metrics that are important to a company. The games also can be played in teams.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

SharpenCX

MARCH 4, 2021

Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. Your COO cares about different metrics than your supervisors. Big number statistics for some of your key metrics. Make your high-priority metrics a focal point of your dashboard. You know that meeting you have tomorrow?

Analytics 67

Analytics Average Handle Time Management Metrics 67