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

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

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

Fonolo

JUNE 17, 2021

Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Employees with familial obligations for example might benefit greatly from flex work.

Call Center 140

Call Center Morale Gamification Employee engagement 140

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? There surely is a long list of winners to study. GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden. You FAIL without FUNDAMENTALS.

Employee engagement 66

Employee engagement Coaching Surveys 66

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? A recent study showed that 80 percent of U.S. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. Talented employees are a company’s most precious asset and should be treated as such. Engaged employees look beyond the paycheck; they want to know the role they play in a company’s success.

Airlines 212

Airlines Morale Benchmark Marketing 212

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

Callminer

OCTOBER 11, 2018

Employee engagement. Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. With smart-routing, companies can also boost employee morale. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Playvox

APRIL 11, 2023

When employees feel connected to their jobs and have meaningful goals, agent performance increases. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. Ensure the acknowledgment is substantial and regular.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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. The same can be said of technology. What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

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. Keep the three key factors of employee engagement in mind. What is the answer? This is Why.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Hodusoft

OCTOBER 22, 2021

Likewise, when employees are tired, overworked, or unhappy , it shows in their work. According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Engage agents. Conclusion.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Taylor Reach Group

DECEMBER 11, 2019

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Motivation and Incentives.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

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

MAY 31, 2015

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Coordination among managers of various customer experience efforts is one of six success factors identified by the ClearAction CXM Best Practices Study. Customers First, or Employees First ? Silver Bullets.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

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. Onboarding new employees is time-consuming and expensive.

Morale 52

Morale Call Center call center workforce Metrics 52

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 countless studies that show exercise improves productivity and reduces depression.

Call Center 112

Call Center Morale Contact Center Gamification 112

aircall

AUGUST 4, 2021

Despite those fears, a recent study showed that remote and hybrid work have the potential to increase productivity by 5% —not to mention the impact on economic growth by cutting down on the costs of in-person work. The moral of the story is to check in before you make an assumption about productivity and competency.

Employee engagement 108

Employee engagement Morale call center software Consulting 108

Etech GS

FEBRUARY 5, 2019

It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. Listening to your team members is the key to effective operation and improved employee satisfaction.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

SharpenCX

JULY 14, 2020

According to a 2016 study, 74% of call center agents were at risk for burnout. Turnover is expensive and takes a toll on morale. Walk through some case studies of both subtle and overt disrespect, sexual, and/or racist commentary with your team and talk through tactics to confront a customer. From Bullying to Burnout.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? From customer data to employee network connections, remote offices make your call center vulnerable to cyber hacks and malware. . Maintaining Workplace Morale. Moral support.

virtual call center 87

virtual call center Call Center Management call center software 87

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The study found that only about one in every three reps felt engaged in their work. Check it out!

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

VirtualPBX

APRIL 27, 2022

In-person meetings may rule our industry, but that doesn’t mean they work best for everyone; in fact, studies show there are benefits (and risks) to face-to-face and remote interactions regarding collaboration and decision making. Remote culture boosts employee engagement. Everyone works according to their preferences.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

Integrity Solutions

JANUARY 28, 2021

Various studies have shown that salesperson turnover rates are up to three times as high as rates for the overall labor force. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. In some industries, average sales rep tenure is just two years.

Sales 114

Sales Coaching Morale SaaS 114

Playvox

DECEMBER 16, 2021

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Shifts in attitude, conduct, and performance can steer employees in the right direction.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Customer Interactions

JULY 7, 2015

The link between employee satisfaction and customer satisfaction is undeniable. Happier employees means high morale resulting in a more diligent and efficient workforce. According to a recent Gallup Report, employee disengagement is costing the U.S. commercial industry over $300 billion USD per year.

Employee engagement 28

Employee engagement Morale Customer Service 28

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. This has now led to employee satisfaction surveys, engagement surveys and so on.

Surveys 60

Surveys Morale Employee engagement Feedback 60

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Totango

DECEMBER 23, 2021

The quickest way for an employee to escape the stress of burnout is to jump ship and move on to another company that can offer more rewarding opportunities. A study by the Center for American Progress found that organizations spend anywhere from 16 to 213% of an employee’s salary to cover the cost of replacing them. Low Morale.

Morale 105

Morale Employee engagement Personalization Enterprise 105

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

SharpenCX

APRIL 14, 2020

Higher employee satisfaction. It leads to low morale, poor customer service, and high agent turnover. Work with your employees to meet their personal needs as well as their professional ones. And ultimately, guide your executive team to see the importance of employee engagement. Well, it impacts everything.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Integrity Solutions

JUNE 10, 2019

If you look at some of the recent studies on trust in business, it’s clear that, on the whole, companies have a long way to go. Salesforce’s most recent Trends in Customer Trust study , for example, shows that 54% of customers don’t believe companies have their best interests in mind. And that has real consequences for the business.

Morale 86

Morale Sales Customer Experience Personalization 86

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78