Blake Morgan

MAY 16, 2023

  Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health is crucial to everyone’s well-being, especially frontline workers and contact center agents who face challenges and difficult conversations every day.

Tips 52

Tips Contact Center Resources Training 52

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee Engagement 52

Employee Engagement Measurement Study Report 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 266

Contact Center Call Center Call Center Solutions Roadmap 266

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 Engagement 89

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 Strategy Employee Engagement Culture 52

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 Study Feedback 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.

Gamification 79

Gamification Contact Center Training Feedback 79

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 78

Feedback Tips Management NPS 78

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 How To Call Center Gamification 78

Blake Morgan

OCTOBER 20, 2022

Flight Attendant Promoter Score (FPS) shows their thoughts on management. Employee experience is the basis of customer experience and leads to strong revenue growth. Employees are valuable customers and are giving themselves a voice to show their frustrations. I feel supported by management. rated it a 0-6.

NPS 98

NPS Airlines Management Employee Experience 98

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.

Resources 52

Resources Healthcare Culture Contact Center 52

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.

How To 126

How To Call Center Employee Engagement Resources 126

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 Company Leadership Training 52

Blake Morgan

MAY 13, 2023

ROI of Supporting Women and Working Moms Working mothers carry much of the emotional and logistical weight of managing their careers and families. If companies truly want to support all aspects of their employees’ lives and allow them to give their best work, they must invest in tools and resources to support women.

Company 105

Company Resources Travel ROI 105

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 Employee Experience Insurance 58

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. A Deep Dive Into Customer Experience.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

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 Call Center Call Center Solutions 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.

Culture 97

Culture Customer Success Healthcare Study 97

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 Resources Course Employee Experience 55

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

Tips 97

Tips Customer Service Exercises Omni-Channel 97

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.

Employee Engagement 87

Employee Engagement Engagement Company Contact Center 87

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?

Policies 64

Policies Healthcare Culture Financial 64

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.

Social Media 52

Social Media Employee Engagement Culture Roadmap 52

Qualtrics

APRIL 14, 2020

Social isolation, employment uncertainty, and the virus itself have combined to shock the health and wellbeing of employees around the world. And while leaders are rightly focused on the physical effects of the COVID-19 pandemic, there’s another global challenge emerging: mental health. The Mental Health Shock.

Report 59

Report Resources Communication Management 59

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 Chatbots Fashion 59

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 Employee Engagement Culture Leadership 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.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

SurveySparrow

DECEMBER 27, 2021

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. CHRO priorities can include anything from upskilling the employees to rewarding the workers. It can be the difference between a happy set of employees and disgruntled ones.

Trends 52

Trends Policies Government Survey 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 Groups Consulting Culture 52

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.

Self Service 52

Self Service Social Media Hospitality Omni-Channel 52

SurveySparrow

JUNE 13, 2022

Remote working survey questions help you quickly gauge the needs, engagement levels, and well-being of your remote employees. In this article, we’ve listed the best remote working survey (or work-from-home survey) questions you can ask to measure a remote worker’s unique WFH experience. Questions on remote manager support.

Survey 52

Survey Leadership Communication Connections 52

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.

Groups 52

Groups Connections Leadership Government 52

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.

Employee Engagement 52

Employee Engagement Customer Satisfaction Engagement Loyalty 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.

Groups 99

Groups Meeting Leadership Management 99

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.

Software 98

Software Healthcare Guidelines Insurance 98