Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important.

Call Center 136

Call Center Surveys Coaching Best practices 136

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. No, I Don’t Want to Take Your Survey By Gerry McGovern . Am I your employee?

Airlines 220

Airlines Customer Service Employee engagement Morale 220

ShepHyken

DECEMBER 27, 2022

Typically, the customers who answer surveys are either very angry or very happy with your organization. Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout. Are customer surveys worth it? Why is voice of customer so important?

Customer centricity 325

Customer centricity Healthcare Employee engagement Surveys 325

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. 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.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

DECEMBER 5, 2017

It brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: – For one difference, the attributes we examine actively include a significant proportion that are customer focus-related.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

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. Ask for feedback on a community board, or survey employees to get their thoughts. Ask your employees.

Employee engagement 130

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. Ask for feedback on a community board, or survey employees to get their thoughts. Ask your employees.

Employee engagement 130

Employee engagement Feedback Technology Surveys 130

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ProProfs Blog

JULY 20, 2021

But, how can your business be proactive and gauge employee sentiments? That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. Predict Attrition Rate.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. AI enables these enhancements, but so does the change in employee expectations.

Employee engagement 48

Employee engagement Enterprise Contact Center Self service 48

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

Fonolo

OCTOBER 11, 2022

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. There’s something special about the after-call survey’s authenticity. After-call surveys are similar.

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

Beyond Philosophy

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. We can also see what happens when employee’s voices are valued, rewarded, and empowered. Consider the employee environment at Google.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Beyond Philosophy’s Thought Leadership Principal Michael Lowenstein and I will show you how to build on employee engagement and move it to employee ambassadorship.

Banking 0

Banking Coaching Surveys Employee engagement 0

Callminer

DECEMBER 13, 2019

Likewise, less-than-enthusiastic employees can be won over by an overwhelmingly positive experience at work that trickles into their output in their roles. In fact, it is the improvement of employee engagement that underpins the overall effort of improving the employee experience. Employee Engagement.

Best practices 265

Best practices Employee engagement Surveys Technology 265

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

JANUARY 24, 2018

Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. This survey feeds into a database of responses which, once completed, is shared with the respondent. Employee experience has evolved, but not quickly enough.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

TechSee

SEPTEMBER 2, 2020

Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? Call Center Engagement ideas. Helping employees maintain their physical and mental wellbeing goes a long way toward boosting motivation in the contact center.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

ProProfs Blog

MARCH 27, 2020

You have decided to survey your customers. You have decided to survey your customers. Of course not, you need to understand what makes a good survey and how can you effectively gauge customer satisfaction with it. Surveys are one of the best ways to collect information business needs. Create a Survey in No-Time.

Surveys 99

Surveys Feedback Employee engagement Education 99

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. s Employee Engagement Services to implement FBC’s first employee survey. to design, test and roll out the first employee engagement survey.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Before truly focusing energy on the customer, the XGS team has had to focus on the most important asset of all: its people.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

delighted

OCTOBER 17, 2023

One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. This feedback then allows you to pinpoint problems, take data-driven action, and make a positive impact on company culture and employee happiness.

Surveys 82

Surveys Employee engagement Feedback Management 82

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Use customer surveys to improve customer insight and offerings. .

Customer Experience 266

Customer Experience Advertising Employee engagement Customer centricity 266

Steve DiGioia

SEPTEMBER 16, 2016

BF : Yes, we constantly survey both our owners and tenants. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Does LITTLE have such a program? BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

APRIL 22, 2019

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? 5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath. Nicereply) We’re in a new era of customer surveys – they should be fun to complete, visually appealing, simple and easy. by Mohamed Latib, Ph.D. . (CX

Customer Service 205

Customer Service Employee engagement Self service Surveys 205

COPC

NOVEMBER 2, 2022

Employee engagement strategies are only as successful as the company culture allows. It’s vital that organizations recognize employee engagement’s impact on the customer experience and, therefore, on overall success. Get Employee Engagement Research Insights. ”?.

Employee engagement 89

Employee engagement Brand ambassadors Surveys Contact Center 89

ShepHyken

JULY 23, 2021

An employee training software also has performance-related features that allow managers and supervisors to assign milestones and measure progress. . For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand.

Feedback 412

Feedback Surveys Management Employee engagement 412

COPC

OCTOBER 25, 2022

We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . From recruitment to retirement, we do everything we can to keep our employees engaged and empowered at Harte Hanks.

Employee engagement 78

Employee engagement Contact Center Surveys Coaching 78

ShepHyken

FEBRUARY 3, 2021

When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. The employees quit, which is understandable. You can only imagine what that does to the morale of the team. And what happens next?

Morale 388

Morale Surveys Management Customer Service 388

CCNG

AUGUST 21, 2021

The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training. Twenty-two percent of senior managers in our survey named training as the most useful thing provided specifically to supervisors to help them succeed.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Employee engagement 232

Employee engagement Surveys Consulting Consulting 232

Beyond Philosophy

JULY 17, 2021

Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing and usurping it. Complete this short survey. Sherman and I have a difference of opinion. Please tell us how we are doing!

Marketing 273

Marketing Customer Experience Consulting Consulting 273

delighted

MAY 1, 2024

Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. What is an onboarding survey? Why are onboarding surveys important? Determine your ROI: Recruiting new employees can be costly.

Surveys 67

Surveys Employee engagement Best practices Feedback 67