Experience Investigators by 360Connext

DECEMBER 17, 2014

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Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Qualtrics

FEBRUARY 14, 2019

Pulse surveys are a quick survey that is typically shorter than the annual or quarterly employee engagement survey. Using a robust employee pulse software will allow you to segment your results by office location (or lack thereof) and dial in on how remote workers are feeling compared to in-office employees.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

Confirmit

JUNE 4, 2018

Company culture and employee engagement. In the Confirmit for B2B ebook, we’ll explore some of the ways Confirmit B2B Customers are maximizing their CX program ROI and provide best practice tips to show you how to leverage CX to drive business growth. Cross/up-sales and share of wallet. Client retention.

eBook 40

eBook B2B ROI Advertising 40

Experience Matters

JANUARY 7, 2016

Shows that employee engagement is critical for customer experience. Includes employee engagement best practices from the 8 finalists for our 2014 CX Excellence Awards. Report : Employee Engagement Benchmark Study, 2015. Our annual report looks at the state of employee engagement within U.S.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Uniphore

JANUARY 24, 2022

The result: higher agent performance, engagement and retention. Today’s leading enterprises rely on Uniphore’s agent assist software to drive employee engagement and performance. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Learn More.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

PeopleMetrics

OCTOBER 14, 2015

For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee Engagement 48

Employee Engagement Customer Centricity Engagement Culture 48

Michel Falcon Experience

JANUARY 10, 2016

Instead, I respectfully challenge the company to build a stronger relationship with their employees before trying to influence something that is external to their business. There are three essential ways for any company to increase employee engagement. Efficiently survey your employees. Leave a comment below.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

Experience Matters

OCTOBER 15, 2015

Here’s some related content: People-Centric Experience Design (eBook & video). Employee Engagement Competency & Maturity (report). Behavioral Guide to Customer Experience Design (report). Positive Psychology Infuses Customer Experience (post). Customer Experience Matters (video). What is Customer Experience?

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

Feedbackly

OCTOBER 27, 2022

Moreover, you can also use it to identify issues related to employee engagement and improve it. Download your free EVI® eBook here: From awareness to advocacy, EVI® can help you understand customers better and cater to their needs effectively. It gives you an accurate overview of your CX strategy.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

Playvox

FEBRUARY 13, 2024

Adapt them to your organization’s needs, and they’re likely to not only bring out the best in your current employees but also attract top talent in your recruitment process. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader.

Contact Center 88

Contact Center Gamification Measurement Training 88

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

JANUARY 25, 2024

WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. It’s well established that exceptional employee engagement produces extraordinary customer experiences. Workforce engagement management matters because the agent experience matters. Why is WEM Better than WFO?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

BlueOcean

DECEMBER 20, 2017

A commitment to employee engagement , clear career path opportunities, and a well-articulated value-proposition for the employee will take you a long way as an employer. Fostering this kind of environment will lead to employee engagement across every generation. Grab your copy of our newest eBook to find out more!

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Playvox

MARCH 1, 2022

Employees can access eLearning materials through devices such as computers, tablets, and mobile phones. The best contact center learning management systems enable multimedia eLearning, which means agents can learn skills from: Videos eBooks Webinars Podcasts Slide decks Articles Livestream instructor-led training.

Training 83

Training Contact Center Call Center eBook 83

Calabrio

JUNE 9, 2016

average hold times are too long), it will also help you connect customer experience to other important aspects of your business such as sales, customer loyalty and employee engagement. Not only will this data help you recognize problem areas (i.e. After all, you can’t improve what you can’t measure.

Contact Center 100

Contact Center Report Banking eBook 100

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Policies Study 69

Beyond Philosophy

JANUARY 12, 2015

My new eBook examines these philosophies as well as shows real world examples of these principles in action. All attendees will receive a discount code for 50% off the eBook. All five of these ideas are great philosophies, but as I mentioned before, what good is philosophy if not applied in the real world?

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Playvox

JANUARY 12, 2023

The main objective is to be able to virtually understand what is happening in your support center remotely without micromanaging your team — a surefire way to decrease employee engagement. Find out more about making the most of your hybrid or remote team in our ebook The Contact Center Conflict: Remote Work vs. Return to the Office.

Contact Center 69

Contact Center Metrics Study eBook 69

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. The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Comm100

JUNE 19, 2018

It’s only through paying attention to employee engagement that those cast members can be empowered to. Ernesto spoke to the importance of ensuring employees are engaged, as it’s only those employees who will deliver the best service. Culture & Training. Let us know in the comments below.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 110

Customer Experience eBook Customer Journeys Social Media 110

PeopleMetrics

MARCH 25, 2015

A great customer experience partner can plug into customer feedback, employee engagement , and cultural cues to create a long-term customer experience strategy for your unique situation. In independent research, we’ve found that customer-centric culture can positively affect employee engagement.

Customer Experience 48

Customer Experience Employee Engagement Customer Centricity Feedback 48

Qualtrics

MAY 21, 2019

It involves the culture, benefits, physical work environment, and tool’s you provide for employee success, and it can be linked to revenue. In fact, companies with high employee engagement pull in 2.5 times more revenue than companies with low engagement levels. Act on employee feedback. Download for Free.

Employee Experience 34

Employee Experience Company Customer Journeys Employee Engagement 34

Playvox

AUGUST 15, 2022

The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated.

Contact Center 77

Contact Center Training Gamification eBook 77

Confirmit

SEPTEMBER 24, 2018

Confirmit enables organizations like yours to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Create a link between them and business KPIs, such as customer retention or revenue from positive word of mouth. How Can Confirmit Help You?

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

Confirmit enables organizations like yours to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Create a link between them and business KPIs, such as customer retention or revenue from positive word of mouth. How Can Confirmit Help You?

CEM 40

CEM Software Multi-Channel Effort Score 40

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Industry 63

Industry Strategy Management Contact Center 63

Strativity

JANUARY 22, 2020

Download this eBook, try a few exercises yourself, and get a sense for how much your organization can benefit from pushing thought boundaries. Typically led by an outside facilitator, they’re used to strengthen and support a wide range of priorities.

Exercises 40

Exercises Innovation eBook Strategy 40

Playvox

JANUARY 11, 2024

It’s also extremely valuable to create a better agent experience and improve employee engagement. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5. Create a Better Agent Experience WFM isn’t only about creating a better customer experience.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Playvox

DECEMBER 5, 2022

The empathy you show by seeking out their side will help boost employee engagement and retention. Get our new free ebook, Combatting Contact Avoidance And Creating The Right Policy To Manage It. Agent attrition is costly and damages customer experience, so it’s best to find ways to ease stress for your team.

How To 52

How To Contact Center Policies Average Handle Time 52

Confirmit

NOVEMBER 15, 2017

She built a team, program and ultimately changed the culture and how employees engage with customers. If you’d like to know more about the role CX can have in driving pharma businesses forward, you can take a look at our eBook which is available here.

Effort Score 40

Effort Score Return on Investment eBook Insurance 40

Playvox

JULY 14, 2023

By investing in effective coaching strategies and technology, contact centers can lower the average cost of agents and maximize employee engagement levels at the same time. Listen To Your Team To keep agents engaged and productive, it’s important they feel heard.

Contact Center 74

Contact Center Measurement Call Center How To 74

Team HGS

MARCH 6, 2019

This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. HGS has earned industry accolades for our stellar employee engagement by way of low attrition.

Trends 40

Trends Meeting Self Service Multi-Channel 40

Comm100

JANUARY 25, 2018

A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement. The last mistake you want to commit is to carry out an impromptu survey of your employees. Your goals for the survey will absolutely affect the questions asked. Download Now.

Customer Satisfaction 104

Customer Satisfaction Survey Feedback eBook 104

Qualtrics

JULY 2, 2021

Download our ebook EXM for IT The benefits of WFA. More employee engagement: When people feel in control of their lives, achieve a work-life balance, and are out of the rat race, they feel happier. And happy people engage more cheerfully with work, their customers, and their colleagues.

Culture 26

Culture Employee Engagement Transportation eBook 26

PeopleMetrics

MAY 15, 2015

Employees have to be motivated to go the distance for your customers. What you can do to help employee engagement and build a customer-centric culture is take actions like incentivizing above-and-beyond behaviors, celebrating employees who deliver great experiences, and empowering employees to handle customer issues autonomously.

Customer Experience 48

Customer Experience Net Promoter Score Touchpoint Culture 48

Qualtrics

OCTOBER 30, 2020

Increases employee engagement. 83% of millennials report being actively engaged when they believe their organization fosters an inclusive workplace culture. Include statistics around financial performance as well as employee engagement to explain these points. Download eBook. Get the HR leader's guide.

Strategy 39

Strategy Competitive Advantage How To Tips 39