InMoment XI

MAY 1, 2023

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. How Do Organizational Silos Impact the Customer Experience? Customers may seek out competitors who can provide a more seamless experience.

Reference 260

Reference Culture Touchpoint Customer Centricity 260

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Social Media 260

Social Media Insights Metrics Loyalty 260

BlueOcean

OCTOBER 23, 2023

How many full-time employees do you have? List address & number of employees for each location) What percent of your workforce is remote/work-at-home? What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees? How many physical centers do you operate?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

APRIL 25, 2023

However, like many parts of customer experience, it takes more than just words. Organizational culture is usually defined and communicated by founders and leaders, but it is also shaped and changed by employees. And that is great. I recently asked one organization how they defined being customer-centric. How can they be trusted?

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. First, let’s define remote work.

Management 88

Management Contact Center Communication Feedback 88

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? Ultimately, you’re not asking for zero turnover. What is the feedback they hear from their employees?

Customer Care 156

Customer Care Contact Center Government Culture 156

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See Figure 2.

Call Center 97

Call Center Contact Center Culture Engagement 97

Customer Bliss

FEBRUARY 23, 2018

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. Turns out, the employee came first.” Fight High Turnover by Investing in Employees. How do you combat high turnover?

Employee Experience 165

Employee Experience Retail Financial Sales 165

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. But only 23% of employees worldwide and 32% in the U.S. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

BlueOcean

JANUARY 20, 2023

How many full-time employees do you have? List address & number of employees for each location) What percent of your workforce is remote/work-at-home? Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) List Company Facts How long have you been in business?

Contact Center 156

Contact Center Customer Care Culture Technology 156

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

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

delighted

MAY 1, 2024

Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. Onboarding surveys help you understand those expectations so that you can meet them – and keep employees happy and engaged. What is an onboarding survey?

Employee Experience 66

Employee Experience Feedback Insights Engagement 66

Upstream Works

SEPTEMBER 1, 2020

Happy agents who are satisfied with their jobs will also help to decrease absenteeism and turnover rates. According to ICMI , contact centers have a fairly high turnover rate of 33%. Additionally, employees in any industry want to feel capable to not just do their jobs, but to do their jobs as well as possible.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. It’s important to keep in mind that every emerging customer experience challenge we are trying to solve in the post-pandemic digital world reflects a similar employee experience challenge.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Interaction Consulting Call Center 148

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

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

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. To reduce agent turnover, leaders first need to reduce work friction. What’s more, the platform might not integrate with the call center’s custom task management software.

Call Center 59

Call Center 2017 2020 Leadership 59

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Why Isn’t Training Enough To Drive Culture Change?

Banking 79

Banking Culture Engagement Leadership 79

CSM Magazine

MARCH 28, 2024

This program will automate repetitive tasks and free up employees for jobs that add value to the company. This program may go further and help with scheduling, inventory management, supply change management, and customer service. Employee Training Apps Employee turnover remains an issue in the restaurant.

Loyalty Programs 52

Loyalty Programs Financial Sales Loyalty 52

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. And those are all valid and exciting ways to define the next phase of customer experience for your organization. Personalization!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

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. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

CSM Magazine

APRIL 4, 2022

Employee turnover is one of the most wasteful occurrences in any business. An article by Forbes even called 2021 a “Turnover Tsunami” and given the data emerging from Vieser citing 1 in 4 Americans will quit their job by the end of 2021, it’s easy to see why. To an extent, employee turnover is perfectly natural.

2021 52

2021 Financial Insurance Culture 52

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

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. However, if they are too successful at increasing productivity, their efforts can easily backfire.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145

CSM Magazine

DECEMBER 21, 2022

The percentage of employees who leave their positions within a certain timeframe is known as the turnover rate. There are many factors that can affect the turnover rate. Some industries have higher turnover rates than others. This can negatively impact customer experience and affect a company’s bottom line.

Customer Service 52

Customer Service Customer Service Representative Culture Leadership 52

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent.

Net Promoter Score 87

Net Promoter Score Measurement Culture Employee Experience 87

CSM Magazine

DECEMBER 13, 2023

Recognizing and closing these gaps is important to enhance the overall customer experience. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. This signifies the rate employees leave or are replaced within a specific period. How to mitigate this?

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics. High turnover rates indicate employee engagement, job satisfaction, or leadership issues.

Metrics 52

Metrics Measurement Employee Experience Omnichannel 52

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. Gartner reports that burnout has been linked to high employee turnover rates in contact centers.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Quite the opposite. Remote work has other benefits as well. And they are also not as effective.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

Contact Center 98

Contact Center Call Center Social Media 2021 98

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Contact Center 68

Contact Center Culture Effort Score Call Center 68