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Engagement


How to Measure Call Center Leadership by its Impact on Agents

Thursday November 18th 2010 11am Rated 4 4 Comments Change Management Culture Employee Engagement Morale Motivation People Supervisor Team Lead Turnover
Go to class for 4 days and get your certificate…lead the call center! Oh, please. Do you suspect this is why leadership skills are on the decline? If this is viewed as important then evaluating leadership requires constant attention, monitoring, and assessing. But how?
Community

Employee Engagement - A Cultural Shift

Friday October 12th 2012 8am Rated 2 1 Comment Employee Engagement
This past Spring, I was fortunate enough to meet with contact center leaders at the CCEOC Ideas Exchange Round Table. This was an opportunity for individuals to connect with fellow “employers of choice” to exchange best practices and discuss the burning issues around building and maintaining people focused cultures in the workplace.

Employee Retention: Do you have what it takes?

Monday February 20th 2012 12am Rated 2 0 Comments Coaching Continuous Improvement Employee Engagement Improvement Manager Motivation Retention Supervisor Training
In a tough economy, it may not seem like employee retention is a concern. What employers don’t realize is unhappy employees have a plan. The second the economy picks up or another position opens, your staff will flee and leave the company high and dry. It’s time to check-in with employees and see what it’s like to work at your company. Put yourself in their shoes. What is it like to work for you?
Community

13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 2 0 Comments Agent Employee Engagement People
13 tips, broken up into 2 articles, to increase and maintain high employee satisfaction, retention and morale.

Employee Performance: Maximizing Average Performers

Monday August 30th 2010 3pm Rated 2 0 Comments Performance Employee Engagement People Coaching Motivation Career Development Skills
One size does not fit all when it comes to managing employee performance. Guidelines for developing your middle performers.
Community

Delivering Engagement in the Contact Center

Tuesday February 7th 2012 9am Rated 1 0 Comments Engagement Customer Service Employee
The management of employee engagement is critical to all organizations, especially operations organizations such as contact centers. Leaders must know what engagement is and why it is important, the impacts of engagement in a contact center environment, what drives engagement, and how they can foster increased engagement within their center. The impacts of low levels of engagement are many and severe, ultimately affecting the survivability of the contact center.

MetLife

Friday October 1st 2010 3pm Rated 1 0 Comments Culture Employee Engagement
How can you maintain a high-performing center consistently year after year? Create a team of confident, satisfied, experienced agents.
Community

Strategic Decisions that Define Culture

Friday August 27th 2010 1pm Rated 1 0 Comments Culture Operations Support Hiring Employee Engagement
Six key culture-shaping decisions that can help you to assess your center’s current values and begin moving in the right direction.
Community

Session 303: Driving Employee Engagement

Wednesday April 25th 2012 7am Rated 0 0 Comments Employee Engagement
All leaders know engagement is important as it drives employee satisfaction and hence customer satisfaction, drives lower attrition and hence lower hiring and training costs, and drives better productivity. The drivers of improved engagement are feeling valued, having input to key decisions, knowing your voice is heard, inclusion in operational improvement programs and initiatives, and recognition.
Community

The Rest of the 13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 0 0 Comments Agent Employee Engagement Leadership
The second article inclusive of 13 tips to increase and maintain high employee satisfaction, retention and morale.
Community

Employee Engagement

Friday September 3rd 2010 1pm Rated 0 0 Comments Employee Engagement Culture Customer Experience
Create an emotional connection to drive the behaviors that contribute to customer loyalty and business success.
Community

Align Frontline Compensation to VOC Metrics for Improved Performance

Wednesday September 1st 2010 4pm Rated 0 0 Comments Customer Employee Engagement Compensation
Tying bonus and recognition practices to VOC metrics is the best way to boost your center’s FCR and Csat performance.
Community

Employee-Focused WFM

Tuesday August 31st 2010 10am Rated 0 0 Comments Workforce Management Employee Engagement Team Tools
How can you improve customer service, staff morale and cost performance? Start with employee-friendly WFM practices.
Community

Agents Get No Respect

Thursday August 26th 2010 11am Rated 0 0 Comments Employee Engagement Agent CRM Management Sales Contact
One call center manager’s tongue-in-cheek look at the biggest cause of frontline disengagement.
Community

The Motivated Agent

Wednesday August 25th 2010 3pm Rated 0 0 Comments Culture Engagement Employee Performance Motivation Agent Supervisor Contact Data
If your staff starved for respect and recognition? How to set the table for a motivated, fulfilled workforce.
Community

Frontline Customer Care

Wednesday August 25th 2010 9am Rated 0 0 Comments Culture Customer Service Engagement Employee Customer Development Executive Supervisor Support Training Quality Contact Operations
Cultivate a team of customer advocates with a culture that drives superior customer experiences.
Community

Whirlpool Corporation

Monday August 23rd 2010 1pm Rated 0 0 Comments Case Study Customer Service Employee People Technology Metrics Social Service Team Team Lead Manager Customer Engagement IVR Sales Quality Contact Process
World-class operation boasts a century-long commitment to customer service excellence.
Community

Driving Performance in a Weak Economy

Monday August 23rd 2010 10am Rated 0 0 Comments Customer Retention Employee Engagement Agent Enterprise Experience IVR Management Manager Performance Support Training Quality Contact People Data Process
Strategies for maximizing your contact center’s value and generating long-term success.
Community


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