Employee engagement and White Paper - Customer Contact Central

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement

Employee engagement Consulting Consulting Enterprise

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out.

Employee engagement

Employee engagement Consulting Consulting Enterprise

7 Things to Remember on the Customer Experience Journey

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

Customer Experience Employee engagement Journey mapping Customer centricity

Why Timing is Now to Automate Performance-Based Learning

CCNG

MAY 11, 2021

Even pre-Covid, the panelists expressed there was a need for more practice and more consistent feedback to employees. The panel discussed the impact simulation has on employee engagement, speed of learning, and retention.

CCNG

CCNG Coaching Contact Center Employee engagement

How to Cut the High Cost of Contact Center Agent Attrition

When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Contact Center

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Airlines

Airlines Marketing Enterprise Advertising

White Paper: Neuro-Insights for Enhanced Programming and Employee Experience

24-7 InTouch

AUGUST 20, 2024

This progressive shift facilitates a more strategic business approach while prioritizing the well-being and engagement of employees. IntouchCX is dedicated to enhancing employee engagement and driving stronger performance across our client programs.

Employee engagement

Employee engagement Technology Customer Experience Management

Employee Experience Tips, Resources & More

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.”

Employee engagement

Employee engagement Surveys Feedback Personalization

Evolving employee engagement with Workforce Management (WFM)

teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

Employee engagement

Employee engagement Management Self service Strategic Value

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

CX Global Media

AUGUST 8, 2019

We have a lot of information videos and, white papers that explained what we’ve done for our customers. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. Jim Rembach : So Anthony, how do folks learn more? Anthony Scodary : You can learn more, you can go to gridspace.com. Additional Resources.

Contact Center

Contact Center Coaching Call Center Analytics

Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights. To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center

Call Center Morale Feedback Analytics

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

Transparent BPO

NOVEMBER 12, 2019

When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Download the infographic or white paper here. But agent attrition has always been a burden on a company’s bottom line.

Contact Center

Contact Center Abandon rate outsourcing Morale

How to Build a Shared Mission in Your Contact Center

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. workers reported being engaged with jobs in a recent study.

Contact Center

Contact Center Employee engagement Coaching Call Center

Is Artificial Intelligence the Remedy for Contact Center Attrition?

Jive

AUGUST 9, 2018

If an AI chatbots can take even 25% of the incoming inquiries, that will significantly lower the stress level of your employees. #2. Improves Employee Engagement. Save employees from work-related ennui! Boredom from monotony is antithetical to employee engagement. . — Dave Campbell, Retail Touch Points.

Contact Center

Contact Center Chatbots Employee engagement Education

How to win friends and influence people with Workforce Management

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data. Download White Paper.

Management

Management Customer advocacy Employee engagement Contact Center

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.

Customer Experience

Customer Experience Management Employee engagement

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center

Contact Center Employee engagement Consulting Consulting

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center

Contact Center Employee engagement Consulting Consulting

Reduce Excessive Shrinkage with Workforce Management Software

Monet Software

DECEMBER 4, 2019

Suddenly chiding agents about breaks or targeting aggressive reductions in post-call time devoted to paperwork can weigh on employee engagement, retention and performance. . When shrinkage in call centers hasn’t been effectively accounted for, financial pressures can drive a heavy-handed response.

Schedule adherence

Schedule adherence Management Contact Center Call Center

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

MARCH 4, 2020

CSPN is a leading provider of employee-centric and CX training programs, consulting services, and networking opportunities , designed to empower organizations and harness the competitive advantage of delivering exceptional customer experiences. This white paper explores key areas that are sure to shake up the industry.

Customer Service

Customer Service Metrics Call Center Contact Center

The Great Reinvention

COPC

MARCH 11, 2022

White Paper: Five Steps to Effective Recruiting, Hiring & Training. Rick Zayas , COPC VP , will address how organizations can overcome post-pandemic labor challenges in a pre-conference workshop at the Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, March 28, 2022.

Contact Center

Contact Center Customer Support outsourcing Marketing

Customer Experience Articles

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Employee Engagement. 5 Keys to Employee Engagement in Customer Experience Management article.

Customer Experience

Customer Experience Customer centricity Employee engagement Enterprise

The Evolution of the Customer Relationship, Part II

Mindtouch

FEBRUARY 16, 2017

People emerges as both customer experience and employee engagement. Big data, direct sales, the customer relationship—the fundamental shift in the way business is conducted is underway and will be presented in an upcoming white paper series here at MindTouch. Product becomes solution. Price becomes value.

Real estate

Real estate Big data Upselling Self service

Reducing Attrition in BPO Customer Service

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction.

Customer Service

Customer Service Business Process Outsourcing outsourcing Coaching

Can a Flexible Workplace Still Get Things Done?

Monet Software

FEBRUARY 13, 2020

Still, most contact center leaders find that offering more job flexibility works best as part of an overarching employee engagement strategy. For an in-depth look at how to improve workforce engagement, check out our white paper The Complete Contact Center Guide to Employee Engagement for SMBs.

Schedule adherence

Schedule adherence Contact Center Employee engagement Morale

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

JANUARY 14, 2020

According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement by 20% on average. Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come. This post includes highlights from our Omnichannel white paper.

Average Handle Time

Average Handle Time Multichannel Chatbots CRM

Employee Surveys – Don’t Throw The Baby Out With The Bathwater

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys

Surveys Best practices Feedback Calibration

Employee Surveys – Don’t Throw The Baby Out With The Bathwater

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys

Surveys Best practices Feedback Calibration

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

JANUARY 14, 2020

According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement. Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come. This post includes highlights from our Omnichannel white paper.

Average Handle Time

Average Handle Time Multichannel CRM Analytics

Customer Contact Central

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Trending Sources

7 Things to Remember on the Customer Experience Journey

Why Timing is Now to Automate Performance-Based Learning

How to Cut the High Cost of Contact Center Agent Attrition

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

White Paper: Neuro-Insights for Enhanced Programming and Employee Experience

Employee Experience Tips, Resources & More

Evolving employee engagement with Workforce Management (WFM)

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Exit Interview Questions for Call Center Employees

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

How to Build a Shared Mission in Your Contact Center

Is Artificial Intelligence the Remedy for Contact Center Attrition?

How to win friends and influence people with Workforce Management

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

Reduce Excessive Shrinkage with Workforce Management Software

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

The Great Reinvention

Customer Experience Articles

The Evolution of the Customer Relationship, Part II

Reducing Attrition in BPO Customer Service

Can a Flexible Workplace Still Get Things Done?

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Employee Surveys – Don’t Throw The Baby Out With The Bathwater

Employee Surveys – Don’t Throw The Baby Out With The Bathwater

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

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