ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

TechSee

JUNE 16, 2021

Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

ShepHyken

AUGUST 18, 2023

Addressing Employee Concerns and Insecurities As AI becomes more prevalent in customer service, employees may experience concerns about job security or the potential for reduced human interaction. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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? The post Why Would You Wait to Improve Employee Engagement?

Employee engagement 48

Employee engagement Morale 48

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

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

SharpenCX

MAY 12, 2020

Making Training Engaging. Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. When you invest in your employee’s professional development and provide them the tools to succeed in their work, they’re more likely to deliver quality service.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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

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

CX Global Media

JULY 12, 2019

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. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Satrix Solutions

FEBRUARY 18, 2020

Fast forward to the present day and the employment landscape thankfully looks much different. While this shift has given highly qualified employees greater mobility in the workforce, it’s also led to millions of dollars in lost productivity for organizations as they struggle to implement the right mix of strategies to help retain good talent.

Morale 78

Morale Employee engagement Surveys Feedback 78

Integrity Solutions

JANUARY 14, 2019

You can think of ethics as the twin of integrity: Business ethics are the code of morals adopted by an organization, representing the values the company runs on. Every stakeholder who interacts with the organization — including clients, customers, suppliers, employees and shareholders — will be affected by these morals.

Morale 107

Morale Feedback Personalization Employee engagement 107

TechSee

AUGUST 26, 2024

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. Chat interactions also present their own unique challenges.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Fonolo

JUNE 15, 2021

Those leaders focusing only on the task-based output of workers while ignoring agent engagement and general well-being will likely lose top employees to competitors, and have to foot big bills related to recruitment, training , and turnover. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

Customer Guru

AUGUST 8, 2018

She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience. Chip Bell Follow @ChipRBell. Jeanne Bliss Follow @JeanneBliss.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

VirtualPBX

APRIL 27, 2022

Remote culture boosts employee engagement. Studies have shown that engagement, productivity, and loyalty tend to improve when companies embrace virtual work. The trick is finding employees who can thrive in a remote environment. You’ll make fewer mistakes, and everyone will benefit from it.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

ProProfs Blog

MARCH 14, 2019

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. Not all suggestions and opinions of the employees have to be implemented.

Surveys 60

Surveys Morale Employee engagement Feedback 60

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. They determined that just a negligible increase in engagement netted a specific store a big boost in sales.

Engineering 74

Engineering Morale Employee engagement Big data 74

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. In 2022, agent attrition is worse than ever. Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

NOVEMBER 23, 2017

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Chief Amazement Officer, Shepard Presentations. Twitter: @ CustomerIsFirst . Jim Rembach. He is a recognized industry thought leader by ICMI, IQPC, CXPA, CVCI, CustomerThink, and ATD. Twitter: @ BeyondMorale. Shep Hyken.

Self service 86

Self service Wait times Morale Call Center 86

Fonolo

NOVEMBER 9, 2017

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Chief Amazement Officer, Shepard Presentations. Twitter: @ CustomerIsFirst . Jim Rembach. He is a recognized industry thought leader by ICMI, IQPC, CXPA, CVCI, CustomerThink, and ATD. Twitter: @ BeyondMorale. Shep Hyken.

Customer Service 59

Customer Service Morale Call Center Contact Center 59

Beyond Morale

SEPTEMBER 30, 2013

Over the past couple of months I have noticed that members in both of these associations have been seeking even more (above the normal) solutions to increase employee engagement in the context of building more customer–centric cultures. The previous report also presented a decline from previous levels.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Transparent BPO

NOVEMBER 12, 2019

When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. But agent attrition has always been a burden on a company’s bottom line. But there is a solution. .

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73

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. Here’s how to keep your contact center agents motivated every day: 1. Establish Clearly Defined Expectations to Track Performance.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

NOVEMBER 15, 2017

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Chief Amazement Officer, Shepard Presentations. Twitter: @ CustomerIsFirst . Jim Rembach. He is a recognized industry thought leader by ICMI, IQPC, CXPA, CVCI, CustomerThink, and ATD. Twitter: @ BeyondMorale. Shep Hyken.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Are they on the same page with you? Giving free passes is skin-deep outside-in culture.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Fonolo

NOVEMBER 21, 2017

Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Chief Amazement Officer, Shepard Presentations. Twitter: @ CustomerIsFirst . Jim Rembach. He is a recognized industry thought leader by ICMI, IQPC, CXPA, CVCI, CustomerThink, and ATD. Twitter: @ BeyondMorale. Shep Hyken.

Contact Center 64

Contact Center Call Center Morale Employee engagement 64

CSM Magazine

DECEMBER 16, 2020

Information such as salary revisions, complaints, benefits, company policies, and safety procedures are usually present in the employees’ user domain. Beyond that, employees can get intriguing details like attendance records, leave balances straight from their payroll portal. Employee engagement and morale.

Morale 52

Morale Employee engagement Self service Management 52

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Use employee engagement surveys, 1:1 conversations and other agent-focused metrics to get insight into the core components of your agent experience. And it isn’t good for your customers.

Coaching 67

Coaching Metrics Contact Center Morale 67

CX Journey

JANUARY 8, 2015

So let me get to my point: "Be positive" is not a directive that facilitates or creates engagement. Being positive is not an employee engagement strategy, a leadership strategy, or a directive to drive culture change. culture employee experience leadership morale' Can''t be all bad, right? Link to video.

Morale 62

Morale Employee engagement Accountability Feedback 62

Beyond Morale

OCTOBER 31, 2011

She states as many as half of American workers feel low levels of employee engagement stem from poor management. Present but not Interacting. The post The Cure for Horrible Employees and Bosses appeared first on Improving Employee Engagement & Leadership.

Employee engagement 59

Employee engagement Personalization Management 59

Netomi

JANUARY 5, 2022

Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Calabrio

NOVEMBER 18, 2024

By leveraging WEM solutions, retailers can maximise the efficiency of their both the contact centre and in store workforce, strategically scheduling staff to meet demand without excessive overtime, and enhancing employee engagement to reduce turnover.

Management 52

Management Analytics Morale Customer centricity 52

Taylor Reach Group

MAY 11, 2023

I also did a keynote presentation titled “Hope is not a Strategy” which focused on the need for a strategy and a robust plan if you want to be successful. Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Etech GS

DECEMBER 10, 2019

Reduction in employee morale and productivity or increased turnover can all be signs. Another common factor is employee complaints. Centeredness also reportedly helps leaders to practice active listening, show empathy and remain fully present. Sometimes there are clear signs that a company needs this assessment.

Entertainment 59

Entertainment Morale Contact Center Surveys 59