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

inmoment

JUNE 22, 2020

Whether it’s via video messages or company-wide emails, it is critical for brand executives and leaders to remain as connected with their furloughed employees as possible right now. For many companies, particularly large ones, this task is easier said than done, but receiving outreach from upper management can do wonders for employee morale.

Employee engagement 75

Employee engagement Morale Management 75

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

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. Technical Training Agents must be proficient in the tools and systems they use. To truly succeed, call centers must foster a culture of learning and continuous improvement.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Employee engagement. If these resources solved the customer’s problem, the tool allows the customer to close the ticket themselves.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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

Callminer

JUNE 18, 2020

Asking a departing employee why they have chosen to call it quits with your company can help you assess its most glaring faults more clearly. Issues that may have led to your employee pulling the plug on their position can range from poor training to insufficient tools.

Call Center 182

Call Center Morale Feedback Analytics 182

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. You can get access to high-performance agent development expert insights and tools anytime, anywhere.

Contact Center 120

Contact Center CCNG Morale Coaching 120

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

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

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

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

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. Technology is a great tool for all businesses, especially call centers. The best call centers don’t have leaders tucked away in offices.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

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

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. Provide purpose and tools. WFM is a powerful morale-boosting tool for agents.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). Need more tools in your toolbox?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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

Playvox

APRIL 11, 2023

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. 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. If possible, recognize employees in front of their peers.

Morale 59

Morale Contact Center Accountability Coaching 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

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

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

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

Hodusoft

OCTOBER 22, 2021

Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Engage agents. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

SharpenCX

SEPTEMBER 30, 2020

With the right omnichannel tools, your agents get access to detailed customer history and can pull up this kind of information with little effort, without putting your customers on hold. With the right tools, your bots will be able to pull the right customer data so each interaction still feels personal.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

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. It’s one thing to implement new tools and processes to address gaps in the call center, but feedback can help empower and motivate an agent to perform above and beyond. Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts). Engagement cannot be forced upon employees or mandated, dictated, or declared. you have to want to be engaged.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

TechSee

AUGUST 26, 2024

Utilize Customer Relationship Management (CRM) tools to gather and use customer data for personalized interactions. Providing agents with the right tools and authority to make decisions can help achieve this goal. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Uniphore

JULY 23, 2021

Disengaged agents are more likely to engage in counterproductive behaviors. Employee Disengagement Drags Down Customer Experience Disengagement doesn’t simply lower morale; it affects performance as well. Giving employees a chance to take a break and recharge when needed can prevent burnout down the road. Check it out!

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

Noble Systems

JULY 24, 2020

As a direct result, numerous tools and solutions have emerged to address this issue. Self-service tools are growing in popularity and functionality. 6 Collections Tools to Improve Operations. See 6 more technology tools for collections centers in our Infographic. REAL-TIME MANAGEMENT TOOLS for Reporting & Monitoring.

Call Center 87

Call Center Technology Gamification Morale 87

CX Global Media

JULY 12, 2019

You can get access to agent retention expert insights and tools anytime, anywhere. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Training Tools. Whether it’s tools or software, there are a variety of apps that can help you. Team Building.

Coaching 91

Coaching Customer Service Scripts Morale 91

SharpenCX

APRIL 14, 2020

When you provide your employees with the best tools and train them well, they can answer questions without additional assistance. Higher employee satisfaction. It leads to low morale, poor customer service, and high agent turnover. Provide extensive training tools. And, your customers will notice the difference.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. For the most part, contact center employees are provided a limited set of tools and processes, and they must live with what they are provided.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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