ShepHyken

FEBRUARY 19, 2021

Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity. Step 1: Implement Employee Engagement Software .

Customer Service 338

Customer Service Employee engagement Morale Feedback 338

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology.

CCNG 195

CCNG Technology Employee engagement Government 195

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

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee engagement 124

Employee engagement Government Personalization Technology 124

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 341

Customer Service Employee engagement Morale Technology 341

Satrix Solutions

APRIL 6, 2020

Donate Your Technology. Technology is a part of our daily lives, but while we are working much of our personal technology is sitting idle. Now you can take technology further and use it for charitable purposes while exercising you and your pet(s).

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

CX Global Media

JANUARY 2, 2019

The usual technology, which happens after-the-fact when you start running reports, but then it’s already too late. Contact Center Technology Finally Enables You to Be Customer Centric – Click to Tweet. How Coca-Cola® Adds Life to Contact Center Employee Engagement. Please Share. – Click to Tweet .

Customer centricity 191

Customer centricity Contact Center Technology Coaching 191

ShepHyken

MAY 27, 2022

Eliminating the monotony motivates employees to focus on the strategic aspects of their job . Focus on employee engagement?. There needs to be a safe space for customer support employees to voice their concerns and share their challenges with the management. However, technology is changing the ways call centers work.

Customer Support 328

Customer Support Employee engagement Call Center Scripts 328

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.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

ShepHyken

MAY 27, 2019

Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. Ten Best Practices for Boosting Employee Engagement by CXAPP. by By Team Survaider.

Journey mapping 277

Journey mapping Customer Service Employee engagement Morale 277

Beyond Philosophy

OCTOBER 28, 2014

There are four common Systems areas that apply to this concept: Technology, Call Routing and Answering Customer Identification, and Mobility. Area #1: Technology. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop.

Airlines 220

Airlines Customer Service Employee engagement Morale 220

Beyond Philosophy

OCTOBER 11, 2019

RICOH Canada has adopted technology to create efficiencies within the organization. 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

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

JUNE 15, 2017

They grew up with technology and they have no issue with harnessing its power to get work done. If you haven’t already, incorporate new ways to collaborate with the team that take advantage of the perks technology affords us today. We also know that these employees are least likely to be Millennials.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. Choose the right tools Having the right technology is key to successful remote working. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 304

Customer Service Employee engagement Customer Support Management 304

ShepHyken

OCTOBER 1, 2019

With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service. Human interaction will never be entirely eliminated or replaced by AI.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

ShepHyken

FEBRUARY 18, 2020

Technology can be a powerful tool in creating change, but it is not a solution by itself. 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.

Big data 314

Big data SaaS Employee engagement Customer Experience 314

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

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

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

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. Innovation is accelerating across industries with emerging technologies like artificial intelligence (AI) and the Internet of Things (IoT). Innovation should be customer-centric. .

Customer Experience 266

Customer Experience Advertising Employee engagement Customer centricity 266

Contact Center Pipeline

AUGUST 27, 2019

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or health and wellness fairs for employees to attend during lunch or while on a break.

Contact Center 176

Contact Center Technology Healthcare Employee engagement 176

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. She has a passion for Artificial Intelligence, people, and technology. Cassidy McDonnell is the Creative Solutions Manager at Balto. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Scripts 220

Scripts Customer Experience Employee engagement Best practices 220

VirtualPBX

FEBRUARY 8, 2022

And the essential technologies that we need to keep up our communication. It gets tough to keep off-site employees engaged because one runs the risk of making it feel forced. Essential Technologies. How do you achieve the right balance of chat, voice, and video to keep your team engaged? Slacking Off.

Technology 96

Technology Employee engagement 96

ShepHyken

DECEMBER 9, 2024

Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Lets dive into which predictions materialized, based on insights shared by industry leaders.

Customer Service 187

Customer Service B2B Sales Self service 187

ShepHyken

APRIL 14, 2017

The reason for this is that as technology makes contact centers more efficient, (by taking over the simplistic tasks), it will lead to a requirement for more capable agents; who will be needed both when technology is unable to solve complex challenges, and when it simply fails altogether.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Callminer

FEBRUARY 13, 2019

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.

Call Center 182

Call Center Employee engagement Technology Customer Experience 182

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. While not new, this is a technology that is starting to trend as “business as usual.” The airline didn’t need to see my boarding pass.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

ShepHyken

JANUARY 22, 2021

COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

Best practices 243

Best practices Call Center Average Handle Time virtual call center 243

ShepHyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. To reduce the stress on their customer support teams, most leading organizations rely on and upgrade their technology. Anjan Pathak is a Co-founder and CTO at Vantage Circle – an Employee?

Customer Experience 205

Customer Experience Employee engagement Customer centricity Chatbots 205

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

Steve DiGioia

SEPTEMBER 16, 2016

BF : Communication technology and societal attitudes continue to evolve at warp speed. Can you give me another example of how you’re using technology to improve the service you’re offering? How important is employee engagement at LITTLE and what are some of the things you’re doing to improve it? Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

APRIL 7, 2017

A company should also use technology services to map successful customer journeys. The support platform reduces the cost of operations and increases employee engagement. Globally, people are using their smartphones and online channels to communicate their voices. It lets you be available and accessible to your user base.

Advertising 290

Advertising B2B Employee engagement CRM 290