Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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.

Employee engagement 52

Employee engagement B2B Enterprise Customer Service 52

ProProfs Blog

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

CCNG

OCTOBER 26, 2024

Efficient contact center operations are closely tied to employee engagement. Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

NOVEMBER 27, 2024

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Schedule activities that benefit being in a live environment together, like brainstorming sessions, roundtables, team-building events, or training.

CCNG 195

CCNG Employee engagement Call Center Management 195

Contact Center Pipeline

DECEMBER 14, 2022

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. What do you see […].

Contact Center 189

Contact Center Employee engagement 189

Beyond Philosophy

NOVEMBER 28, 2016

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. Train them a lot more than you do now. Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. Training can include new skills, new certifications, or new concepts.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

Vistio

MARCH 24, 2025

Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges.

Employee engagement 52

Employee engagement Feedback Technology Personalization 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Call Design

AUGUST 25, 2021

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. Here are some reasons why companies worldwide are choosing to invest in gamification and incorporating them into their training and development programs: Encourages Ongoing Development.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Beyond Philosophy

JANUARY 12, 2015

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement'

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Fonolo

OCTOBER 21, 2021

The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies ? How to Foster Agent Engagement in a Hybrid Contact Center. Train your agents’ empathy skills with these 5 tips: 1. Read on to find out. Evaluate the scenario before responding.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

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. Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Simplify Employee Skill Development .

Feedback 408

Feedback Surveys Management Employee engagement 408

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.

Customer Service 335

Customer Service Employee engagement Morale Technology 335

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

AUGUST 14, 2023

When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. Onboarding processes that quickly integrate new employees into the company culture are essential. .”

Marketing 156

Marketing Customer Experience Employee engagement Customer Service 156

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

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. .

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

Beyond Philosophy

NOVEMBER 6, 2014

This customization requires a great deal of emotional intelligence and training in your Customer-facing employees. Once you recognize the type of Customer currently in your experience, you have a set of appropriate responses that best appeal to that Customer Type. Believing in the importance of balancing Brand and Experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 12, 2015

Monty Python’s Flying Circus demonstrates what not to do as a Customer-Facing employee: ( Be warned: there are some insensitivities references to gender orientation in here). While you can train your employees how to respond to rude employees, there isn’t that much you can do about the Customers. https://youtu.be/CvqYDjyQSvE.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

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. However, in reality, employees were not anymore.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

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. This important training takes time and money, two things on which most leaders have a lot of opinions, especially about how they will be spent.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

MARCH 5, 2025

Smart support team training needs a plan, fresh ideas, and a solid business background. These programs equip leaders with the tools and insights needed to design impactful training programs that align with organizational goals and meet customer expectations. Change Management: Continuous improvement is critical in customer support.

Education 52

Education First call resolution Customer Support Employee engagement 52

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee engagement 242

Employee engagement Morale Personalization Customer Experience 242

CX Global Media

OCTOBER 10, 2018

By participating in this training with Penny, you’ll be best prepared to turn frontline leadership development into your strength. What Penny will cover in this free training seminar…. Identifying the best learning approaches to address supervisory training needs. The best practices for selecting frontline leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

ShepHyken

MAY 27, 2022

Given the ever-growing emphasis on sharing exceptional and seamless customer experiences, practical and viable solutions should be worked out instead of overburdening customer support employees with unrealistic goals.? . Eliminating the monotony motivates employees to focus on the strategic aspects of their job .

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

Beyond Philosophy

MAY 31, 2016

Employees are capable of directly contributing to both customer disappointment and customer delight. It is essential that companies have a research and analysis method that links staff experience and performance directly to customer behavior, so they can hire, train, recognize and reward employees for how they contribute to customer value.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ShepHyken

DECEMBER 16, 2019

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee. Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209