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. Once this is done, find a new-gen WFM solution that provides the tools to effectively manage the workforce.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

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. The post How to motivate your WFH contact center staff – tactics for remote employee engagement appeared first on TechSee.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

ShepHyken

APRIL 8, 2025

An emotional connection is a powerful tool in hospitality. Customers resonate with the “soft side” of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back. Customers go to restaurants not just for the food but for the joy and comfort it brings them.

Customer Experience 208

Customer Experience Morale Personalization Customer Service 208

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

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. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

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 306

Customer Service Employee engagement Customer Support Management 306

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

SEPTEMBER 17, 2015

In all of these moments, an employee can make or break a Customer Experience. This is why training and employee engagement are so key to its success. They need the tools and tactics at their disposal when these moments occur. He also leads his Customer-centric culture by example.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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 318

Big data SaaS Employee engagement Customer Experience 318

Beyond Philosophy

NOVEMBER 12, 2015

What is important is to give your team the tools to stop the flow of rudeness. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Employee Engagement and ROI: Are Your Employees Happy and Motivated? The Customer isn’t always right , after all.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

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

JULY 27, 2016

The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. However, more than the Net Promoter Score goes up when the employees get proper training on how to deliver the Customer Experience. Why Employee Engagement Improves.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

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 370

Customer Experience Transportation Feedback Metrics 370

CX Global Media

FEBRUARY 26, 2019

100+ “use-today” tools. How Coca-Cola® Adds Life to Contact Center Employee Engagement. See the growing line up here. Contact Center Virtual Summit facts: 21-day event. A full week of speaker sessions. 14-day Virtual Boot Camp. 35+ Speakers. Open Q&A Webinar. Public Facebook Community for Peer Discussion.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

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

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. Use password management tools . Know where your customers engage with your business online. . Use smart tools to understand the customer journey better. . Limit access to data .

Customer Experience 268

Customer Experience Advertising Employee engagement Customer centricity 268

ShepHyken

SEPTEMBER 24, 2019

Everything that affects the customer experience is related to the employee experience. Use the same tools to measure and map the employee experience as you do for the customer experience. But you won’t have customers if you don’t have employees to build things and service things.

Customer centricity 292

Customer centricity Coaching Employee engagement Customer Experience 292

ShepHyken

JULY 23, 2021

Using a learning management system (LMS) is a cost-effective, more feasible way to expedite employee skill development in your organization. Offers Collaboration Tools that Improve Teamwork . Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings.

Feedback 413

Feedback Surveys Management Employee engagement 413

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

ShepHyken

JANUARY 22, 2021

Equipping the agents with the tools and ability to maximize their productivity, the agents will make sure to get the show running. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

Best practices 246

Best practices Call Center Average Handle Time virtual call center 246

CX Accelerator

DECEMBER 31, 2018

This became a powerful tool for those leaders who followed the charter going forward. Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! What are the goals/KPI’s that everyone is accountable for?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

APRIL 22, 2019

They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. by Mohamed Latib, Ph.D. . (CX

Customer Service 208

Customer Service Employee engagement Self service Surveys 208

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

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. My Comment: This is a very robust article focused on employee satisfaction.

Customer Service 54

Customer Service Customer retention Airlines Employee engagement 54

ShepHyken

APRIL 14, 2017

So, while the rise of automation is inevitable, there is a rock-solid case for investing in people and employee engagement, as it’s humans who have the intuition, people skills, creativity, and complex problem-solving abilities that are essential to deliver a first-class CX.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

CX Global Media

APRIL 27, 2017

The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge. As with many tools, expert design is required.

Gamification 227

Gamification Call Center Morale Contact Center 227

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. We need to develop the tools people use to optimize the Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

AUGUST 30, 2024

EQ interventions in the workplace can reduce employee turnover by 63%. 75% of Fortune 500 companies have utilized EQ training tools. In this episode we also explore: The impact of empathy on job performance and employee engagement. Restaurants managed by individuals with high EQ see a 22% annual profit growth.

Coaching 195

Coaching Employee engagement Personalization Management 195

CCNG

JUNE 26, 2024

Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback. Invest in Training : Develop comprehensive training programs that equip your staff with the skills to anticipate customer needs and handle unforeseen situations gracefully. Joseph is also a long time supporter and friend to CCNG.

CCNG 195

CCNG Employee engagement Feedback Consulting 195

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

ShepHyken

NOVEMBER 30, 2018

Are the tools easy to use? This knowledge will, in turn, allow you to optimize backend tools and technologies. Customer Contact Week focuses on the best tools and strategies to achieve your organization’s customer contact goals. Can they solve a customer’s problem without jumping through numerous hoops? Goal: Adopt Chatbots.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

Call Design

FEBRUARY 19, 2025

Modern workforce optimisation tools provide real-time visibility, automation, and engagement solutions that eliminate common objections to WFH. Leaders can make data-driven decisions with the same if not more confidence they would have if employees were physically in the office.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

CCNG

JANUARY 13, 2021

Employee Engagement and Development As leaders, we were faced with several challenges this year. Leaders will need to provide their contact center teams with the appropriate tools and information to ensure both an effortless employee and customer experience. The true test of a leader is to manage during difficult times.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

JANUARY 25, 2023

For practical steps your organization can implement to promote employee engagement, read our article: 7 Drivers of Employee Engagement Are You Fostering the ‘Souring Process’? You need to be engaging for your teams to engage. Are you looking for tips on how to improve employee engagement?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

ShepHyken

MARCH 20, 2020

This means training, skill-building, opportunity, and tools. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue. Agents need to see and believe you’re for real and you’re invested in their success. Their success = yours, after all. Arm agents to achieve the heights they desire.

Employee engagement 205

Employee engagement Contact Center Coaching Marketing 205

CCNG

APRIL 20, 2022

People want on-demand access to data and analytics tools so that individually, or in teams, they can investigate and solve problems on their own when it matters. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195