SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Culture Demo Healthcare 52

Playvox

MAY 11, 2023

There are also disadvantages of this type of work for certain collaborators, including mental health. The World Health Organization warns : “ …without proper planning, organization, and health and safety support the impact of teleworking on the physical and mental health and social wellbeing of workers can be significant.

Management 89

Management Contact Center Culture 2021 89

InMoment XI

APRIL 19, 2022

Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.” Tool #1: Leverage Company Mental Health Resources. Having those resources is only helpful if your employees are aware of and using them!

Culture 493

Culture Employee Experience Communication Presentation 493

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Not only are they bad for business, but they’re also bad for customer support center employees themselves. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center Call Center Feedback Engagement 78

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 125

Call Center Technology Customers Engagement 125

COPC

DECEMBER 17, 2021

The mental health impact of COVID-19 cannot be underestimated. During the initial phase of the pandemic, mental health concerns became evident, and they continue to have long-term implications. More importantly, organizations have a responsibility for the overall well-being of their employees.

2022 52

2022 2020 Healthcare Culture 52

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission. When you understand what employees value, you can shape the culture to meet their needs.

Culture 52

Culture Leadership Feedback Social Media 52

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Digital First Mentality.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Michel Falcon Experience

APRIL 29, 2020

On this episode, David Carins (SVP, CBRE) and I chat about: How to manage our employee’s mental health. Why you should buy a Masterclass membership for your employees. Ways to lead our teams during uncertainty. What are better pancakes, french toast or waffles? Apple Podcast. Buzz Sprout.

Leadership 78

Leadership Customer Service Management Customer Experience 78

Gainsight

MARCH 4, 2022

But as the COVID-19 pandemic entered the scene, Adam was moved to explore more diverse subject matters that were topical, such as mental health, family leave, life in lockdown, and the new remote reality. . “It’s really about how to effectively manage your time and prioritize your time. But CS is not about that.

2020 97

2020 Insights Culture Customer Success 97

delighted

AUGUST 4, 2023

How can you navigate that feeling to uphold your organization’s feedback-forward culture, while protecting your mental health? In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Let’s dive in.

Feedback 76

Feedback Management NPS Customer Experience Professionals 76

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 87

Social Media Call Center Contact Center Customer Experience 87

Kustomer

FEBRUARY 17, 2022

Whether it’s the holiday season rush or another busy period like a flash sale making resources tight, it’s even more important to take proper care of yourself in order to avoid burnout and deliver a superior support experience. According to Gallup, employees experiencing burnout are 63% more likely to take a sick day and 2.6x

Customer Service 97

Customer Service Omnichannel Customers Demo 97

CSM Magazine

FEBRUARY 7, 2023

the starting point is ‘what do employees expect?’ Yet despite almost half of business leaders citing employee experience as their top priority for 2023 – we’re still seeing three quarters of employers struggling to fill the empty spaces in their team. Rather than ‘what can we offer?’ What about wellbeing?

Healthcare 64

Healthcare 2010 Culture Financial 64

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. These values then become woven into every aspect of the organization and from all levels of management. . Engaged employees want to feel part of something.

Engagement 89

Engagement Contact Center Culture Feedback 89

Qualtrics

OCTOBER 4, 2021

To celebrate World Mental Health Day on October 10, we've teamed up with Mind Share Partners and ServiceNow to uncover the mental health challenges employees are facing and how to better help them. The mental health experience gap. The Great Resignation. That’s a 47% increase from 2019.

Leadership 58

Leadership Culture 2019 Employee Experience 58

CSM Magazine

OCTOBER 3, 2023

Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. AI is Set to Revolutionise Retail Customer Experience The integration of AI with customer service channels is elevating satisfaction, noted Stuart Dorman, Sabio’s Chief Innovation Officer.

Retail 59

Retail Customer Experience Fashion Hospitality 59

Alida

AUGUST 24, 2016

We may dominate the workforce but our employers are still confused about how to manage us. This restless, high-achieving mentality is deeply embedded in who we are and what drives us in the workplace and in life. Here are seven strategies to ensure your Millennial employees love the workplace: Make salaries competitive.

Engagement 162

Engagement Culture Sports 2015 162

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction.

Management 119

Management Culture Leadership Engagement 119

Magellan Solutions

JANUARY 17, 2024

Omnichannel Communication Platforms By facilitating a unified and smooth customer experience across several channels—including chat, email, social media, and phone— omnichannel communication solutions help businesses promote customer happiness and loyalty. A 2022 McKinsey survey shows that 79% of employees prefer a hybrid word setup.

2024 52

2024 Competitive Advantage Omnichannel Telecommunications 52

Qualtrics

JULY 27, 2021

If leaders want to attract and re-attract top talent in today’s competitive labor market, they will need to respond to employees’ new expectations for a better work experience. Working parents at the manager, director, and VP levels were 40% more likely to feel discriminated against than those at the individual contributor level.

Leadership 55

Leadership Employee Experience Events Management 55

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. It’s the chicken-and-the-egg mystery of modern-day marketing.

Customer Satisfaction 52

Customer Satisfaction Engagement Demo Loyalty 52

Kustomer

NOVEMBER 22, 2021

Whether it’s the holiday season rush or another busy period like a flash sale making resources tight, it’s even more important to take proper care of yourself in order to avoid burnout and deliver a superior support experience. According to Gallup , employees experiencing burnout are 63% more likely to to take a sick day and 2.6x

Omnichannel 98

Omnichannel Demo Retail Leadership 98

Lithium

FEBRUARY 7, 2023

Managers and Mental Health: Managing Crisis Moments - We wanted to share some key learnings and helpful tips for navigating being in the weeds of social media while also taking care of your mental health. In this webinar, we’ll show you how to simplify and streamline brand protection.

2023 52

2023 Social Media Webinar Events 52

CSM Magazine

JULY 26, 2023

By gaining insight into the experiences of contact centre advisors and providing the necessary targeted support, organisations can foster wellbeing and enhance performance. Understanding the Essence of Wellbeing in the Contact Centre Wellbeing in the contact centre is not solely about making employees happy.

Exceptional Customer Service 52

Exceptional Customer Service Consulting Culture Webinar 52

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Presentation 99

Presentation Leadership Management Books 99

CSM Magazine

NOVEMBER 2, 2023

In her new role, customer experience expert Lesley Avinou will lead the evolution of client relationship management across all locations including UK, Australia and USA. Services include customer service management, collections, complaints handling, and vulnerable customer support.

Connections 52

Connections 2030 2011 2023 52

CSM Magazine

OCTOBER 11, 2022

Europe’s leading independent customer management services provider will deploy IRIS Clarity’s voice isolation software across its contact centre estate. As a leading customer service outsourcing provider, Ascensos is spearheading this movement towards better customer engagement, advisor productivity, and employee wellbeing.

2022 52

2022 Technology Communication Customer Service 52

BirdEye

MAY 26, 2023

Health Insurance Portability and Accountability Act (HIPAA). This requirement governs companies dealing with protected health information (PHI) and requires entities to have security measures in place to protect their patients’ privacy. HIPAA compliance refers to the rules and requirements under the U.S.

2023 98

2023 Healthcare Insurance Government 98

Experience Investigators by 360Connext

MARCH 31, 2020

Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. Your customer experience team is looking to you, also. Consider all the tools your team needs to provide a consistent customer experience, even in these inconsistent times.

Customer Experience 162

Customer Experience Communication Definition Customers 162

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

2021 52

2021 Roadmap Webinar Leadership 52

Think Customers

JUNE 15, 2021

Therefore, it is critical that mental health becomes a priority for the employees that act as a front line. Here are 3 ways your organization can incorporate wellness initiatives, reactively and proactively, to better ensure a healthier and more supportive space for content moderator employees. Leave the desk.

2027 52

2027 Social Media Culture Roadmap 52

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. High employee experience means high customer satisfaction.

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Michel Falcon Experience

APRIL 2, 2020

I’d suggest that the communication plan consists of two functions: As Arises : this is for information that becomes available from authorities that your employees need to know about. This useful information could be articles to read on mental and physical health or something else. Think About Your Labour Forecast.

Events 158

Events Airlines Leadership Insurance 158

BirdEye

NOVEMBER 27, 2023

Employee attitudes: Positive customer interactions contribute to a customer-centric culture. Recognizing and addressing their needs can prevent potential negative feedback and showcase your positive customer experience toward them. Staying calm is just as important for your mental health as your business.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108