InMoment XI

JULY 5, 2022

When implementing an operational approach, look for solutions that help provide actionable guidance for employees and program managers with solutions like Integrated Standard Operating Procedures (SOPS) and Customized Action Planning. How do I incorporate employee feedback to improve the guest experience?

Guest Experience 493

Guest Experience Brands Multi-Channel Touchpoint 493

InMoment XI

MARCH 23, 2022

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs. Burnout, disengagement, and a lack of employee support have, unfortunately, been hallmarks at many organizations for many, many years.

Brands 493

Brands Document Employee Experience Events 493

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

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. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Contact Center Culture Engagement 98

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Engagement 73

Engagement Contact Center Culture Metrics 73

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Playvox

FEBRUARY 20, 2024

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. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Contact Center Communication Feedback 88

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Prevent and close employee skill gaps with a seamless integration to coaching. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

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

TechSee

FEBRUARY 12, 2024

For the last eight years, the team at TechSee has worked closely with the world’s leading innovators and Fortune 500 brands, deploying real-world CX and bottom-line impact with next-gen AI solutions. According to a study cited by MIT , upskilling employees with AI can improve their productivity by as much as 40%.

Innovation 109

Innovation ROI Technology Measurement 109

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Management 85

Management Contact Center ROI Net Promoter Score 85

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

Call Center 125

Call Center Technology Customers Engagement 125

West Monroe

APRIL 23, 2024

Across the healthcare industry, leaders and analysts can’t seem to stop talking about a crisis with no immediate solution: a severe shortage of nurses. The solution lies not in extracting more labor from nurses—nor in the allure of an automation silver bullet—but in a strategic realignment of the care team.

Healthcare 52

Healthcare Financial Innovation Hospitality 52

ShepHyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs? But employees do care.

Employee Experience 127

Employee Experience Customer Experience Call Center Customer Service Training 127

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions.

Culture 124

Culture Virtual Agent Innovation Technology 124

Playvox

MAY 11, 2023

When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Culture 2021 89

Inbenta

APRIL 10, 2024

The enhancements are aimed at making Inbenta’s interactive how-to tutorials more engaging and easier to share. The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees.

2024 52

2024 Download Contact Center Demo 52

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

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. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations. The same is true for your employees.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

Playvox

NOVEMBER 15, 2022

In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions. Research by Nucleus found that workforce management solutions pay back an average of $12.24

ROI 86

ROI Management Contact Center E-support 86

Ecrion

AUGUST 12, 2020

Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX? No matter the industry, customer satisfaction is deeply connected to greater employee satisfaction.

Engagement 105

Engagement Customer Experience Document Communication 105

Playvox

APRIL 5, 2022

The foundation of contact center success is attracting and retaining skilled and motivated employees while giving them opportunities to grow with the company. After all, the employee experience drives the customer experience. Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

CSM Magazine

APRIL 23, 2024

Understanding Intranet Platforms An intranet platform serves as a solution for fostering communication and serving as a central repository for company information. It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates.

Document 52

Document Social Media Innovation Communication 52

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. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Engagement 87

Engagement Contact Center Culture Feedback 87

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. Here are five signs that it’s time to upgrade your employee research.

Employee Experience 70

Employee Experience Social Media 2023 Measurement 70

Magellan Solutions

JULY 13, 2023

AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. AI-powered outsourcing solutions have been transforming the business landscape. Using AI-powered outsourcing solutions can transform the supply chain and unlock opportunities.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Engagement. Engagement. Engagement. Here are five winning strategies.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. Quiet Quitting Burnout can also lead agents to engage in “quiet quitting,” in which they perform their duties just well enough to fulfill their job requirements — nothing less and nothing more. Lack of social support at work.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

Retently

MARCH 5, 2024

Encouraging employees to express appreciation and acknowledge each other’s contributions creates a more positive and supportive work environment. Employees who feel appreciated tend to express gratitude and positivity in customer interactions, boosting the overall customer experience. Offer solutions to address the customer’s issues.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Maru Group

JANUARY 17, 2023

Companies recognize that delivering a great Employee Experience (EX) that considers and puts its employees first is the key to unlocking better business outcomes. My name is Glyn, and I have 20 years of experience measuring and building great employee experiences. By Glyn Luckett Maru/Matchbox | January 2023. Learn more.

Engagement 79

Engagement 2023 Employee Experience Measurement 79

Magellan Solutions

JUNE 23, 2023

It enables employees to focus on the crucial aspects of the business. By automating tasks, employees can do more work in less time. Employee retraining and upskilling have become crucial in response to the evolving environment. Upskilling enables employees to take advantage of AI’s capabilities.

Competitive Advantage 98

Competitive Advantage Innovation Customer Satisfaction Technology 98

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Engagement is ever-changing.

Engagement 116

Engagement Net Promoter Score Metrics Customer Satisfaction 116

CX University

SEPTEMBER 11, 2018

The fundamental thing is engagement with employees. Ask employees why they join and why they stay.” -Fred Steckler, Chief Administrative Officer, USPTO. The United States Patent and Trademark Office (USPTO) has instituted a differentiated solution to the challenge of talent, which is highly valued by its workforce.

Management 209

Management 2006 2016 2018 209

CSM Magazine

FEBRUARY 16, 2024

Along with being a chance for people to source new business solutions, It will be notable as a networking opportunity for thousands of professionals. The event will play host to a wide range of showcases from various businesses, each sharing solutions and technology focused on different aspects of customer experience management.

Contact Center 52

Contact Center 2024 Seminar Insights 52