ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

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Employee engagement Surveys Feedback Analytics 147

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. Colin is an international author of six bestselling books and an engaging keynote speaker.

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Customer Experience Journey mapping Customer centricity Surveys 385

CSM Magazine

MARCH 6, 2025

Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement.

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ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

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Employee engagement Healthcare Contact Center Customer Experience 334

Virtual Live Labs

NOVEMBER 22, 2021

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Thinking that technology is going to increase employee engagement. Ask your employees. Don’t guess.

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Employee engagement Feedback Technology Surveys 130

Virtual Live Labs

NOVEMBER 22, 2021

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Thinking that technology is going to increase employee engagement. Ask your employees. Don’t guess.

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Employee engagement Feedback Technology Surveys 130

ShepHyken

JANUARY 24, 2020

Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business. More often than not, bad customer service can be attributed to employee ambivalence.

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Customer Service Employee engagement Morale Technology 346

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. These are the Tips that Will Help You Achieve That. .

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Journey mapping Customer Service Employee engagement Morale 283

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. So what is?

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Best practices Wireless Enterprise First call resolution 251

Contact Center Pipeline

AUGUST 10, 2017

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

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Contact Center Employee engagement Call Center Customer Service 204

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” ” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. It is easy to say that customer and employee experience are important and may even be part of a mission statement.

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Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy? Colin is an international author of four best-selling books and an engaging keynote speaker. Southwest Attacks Its Late Problem Head-on with Its Customers.

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Airlines Transportation Customer centricity Employee engagement 330

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. The post Workforce Management Software Improves Employee Engagement appeared first on DMG Consulting.

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Employee engagement Management Real estate Contact Center 98

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.

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Employee engagement Surveys Interactive Voice Response Morale 98

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

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Employee engagement Coaching Business Process Outsourcing Feedback 86

ShepHyken

FEBRUARY 4, 2020

They discuss strategies for improving CX throughout every level of an organization. About: Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman.

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Customer centricity Employee engagement Customer Experience Customer Service 352

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout.

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Customer centricity Healthcare Employee engagement Surveys 331

Beyond Philosophy

DECEMBER 22, 2014

Are You Deliberate with Your Customer Strategy or Just Taking a Chance? Please share your experiences in the comments below. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. How to Make or Break Your Customer Experience.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

OCTOBER 11, 2019

Glenn Laverty, President, and CEO of RICOH Canada , and SVP Strategy RICOH North America was our guest on a recent podcast, and he explained why and how they did it. One of the most significant is a decrease in employee engagement. So, our employee engagement levels have now become also part of our focus.

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Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. Opportunity for career growth. Good relationship with senior management.

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Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

DECEMBER 9, 2024

How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold (MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty. As the title implies, this article focuses on how great customer service can make a sale.

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Fonolo

FEBRUARY 18, 2021

Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies. Your contact center agents are some of your best resources when developing new strategies.

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Beyond Philosophy

FEBRUARY 5, 2015

Setting the customer experience strategy and designing programs. Employee engagement and ambassadorship: linking to customer behavior. Becoming customer-centric: moving from naïve to natural, reactive to obsessive. Customizing the techniques for your organization. Advanced Customer Experience Management.

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Customer Experience Customer centricity B2C Airlines 391

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.

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Employee engagement Construction Morale Education 52

ShepHyken

FEBRUARY 18, 2020

“As customer experience and customer service practitioners, we must align with the overall business strategy. About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions.

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Big data SaaS Employee engagement Customer Experience 322

Beyond Philosophy

OCTOBER 28, 2014

Since mobility is no longer considered an optional upgrade, Customer-centric companies understand that mobile access and usability is a key business strategy. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

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Customer Experience Customer centricity Scripts Customer emotions 300

Fonolo

DECEMBER 15, 2022

Below we’ll discuss some areas you can address when developing your call center improvement strategy. But be warned: gathering this information and not doing anything with it can backfire and create disengaged employees. Keep Employees Engaged and Informed. Employee engagement can be an undertaking all on its own.

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TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The post Five strategies to improve customer experience in telecoms appeared first on TechSee.

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Customer Experience Customer centricity Interactive Voice Response Wireless 154

Beyond Philosophy

JUNE 7, 2019

With special guest, Michael Lowenstein, author of Employee Ambassadorship and Beyond Philosophy’s employee engagement expert, we explore how your Employee Experience contributes to how customers feel about your company and why you should design one that is complementary with your Customer Experience strategy.

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Consulting Consulting Employee engagement Customer Experience 287

Fonolo

FEBRUARY 11, 2021

The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. Put the focus on employee engagement and find out what would make them happier in their daily work. The post 9 Effective Call Center Strategies to Implement in This Year first appeared on Fonolo.

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Call Center Abandon rate Coaching First call resolution 141

Beyond Philosophy

JULY 5, 2017

At Beyond Philosophy, we call this a Customer Experience Strategy. Do your employees think your company can deliver a better experience? Your front-line employees are the ones who will implement your strategy – make sure they think it’s a good idea and are willing to do what it takes.

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Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

JUNE 15, 2017

So, engaging the millennials you employ should be an important part of your Customer Experience improvement strategy. As I always say, happy employees make happy customers. Gallup reported last year that the Millennials, of all the working generations, are the least engaged at work. So, What Makes a Happy Millennial?

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Employee engagement Consulting Consulting Customer Experience 364

CCNG

AUGUST 21, 2021

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. Your supervisors are the linchpins of your contact center’s success, and they are depending on you for the support they need to deliver.

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CCNG Contact Center Surveys Employee engagement 195

SharpenCX

JULY 21, 2021

By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants. And to go even further, their customer experience strategy focuses on customer delight. >> We’re crushing on Marriott’s customer experience strategy and you should too.

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