{"id":82236,"date":"2024-07-04T08:15:49","date_gmt":"2024-07-04T13:15:49","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=82236"},"modified":"2024-07-04T08:15:49","modified_gmt":"2024-07-04T13:15:49","slug":"voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values\/","title":{"rendered":"Voice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and Valued"},"content":{"rendered":"<p><span data-contrast=\"auto\">In this engaging episode, our experts Melissa Wood and Justin Robbins delve into the importance of giving employees an authentic voice in high-stress, high-turnover environments like contact centers. Discover the transformative power of prioritizing employee voice on key operational metrics and outcomes, including retention, engagement, productivity, and customer satisfaction.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"Voice of the Employee Building a Contact Center Culture Where Everyone Feels Heard and Value\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/NsjH5xl1JYg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><b><span data-contrast=\"none\">Key Topics Covered:<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:240,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"none\">Impact of Employee Voice<\/span><\/b><span data-contrast=\"none\">: Understand how prioritizing employee feedback can positively affect retention, engagement, productivity, and customer satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"none\">Best Practices for Listening Strategies<\/span><\/b><span data-contrast=\"none\">: Discover effective methods for deploying both formal and informal feedback mechanisms, from surveys and focus groups to open door policies and town halls.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"none\">Creating an Inclusive Culture<\/span><\/b><span data-contrast=\"none\">: Learn about the obstacles and unconscious biases that can hinder a truly inclusive environment and how to overcome these challenges to ensure all voices are valued equally.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"none\">Measuring Success<\/span><\/b><span data-contrast=\"none\">: Identify key metrics to track the success of your employee voice initiatives and understand the potential risks and costs of neglecting this crucial aspect of your organizational culture.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Join us as we explore these critical elements and share insights on how to build a thriving contact center culture where every employee feels heard and valued. Don&#8217;t miss out on this enlightening discussion and discover how you can transform your contact center culture today.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:300,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Meet the Speakers:<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:240,&quot;335559739&quot;:120,&quot;335559740&quot;:279}\"><br \/>\n<\/span><b><span data-contrast=\"none\">Melissa Wood, <\/span><\/b><span data-contrast=\"none\">Dean of Leadership Development, <\/span><span data-contrast=\"none\">Etech Global Services<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\"><br \/>\n<\/span><b><span data-contrast=\"none\">Justin Robbins, <\/span><\/b><span data-contrast=\"none\">Founder &amp; Principal Advisor, <\/span><span data-contrast=\"none\">Metric Sherpa\u00a0\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:308}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Join customer service expert Shep Hyken as he shares his secret recipe for creating a customer-focused company culture and delivering wow moments in every interaction.<\/p>\n","protected":false},"author":3,"featured_media":80918,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2024\/06\/Podcast-Voice-of-the-Employee-Building-a-Contact-Center-Culture-Where-Everyone-Feels-Heard-and-Valued.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"46.33","filesize":"49.34M","filesize_raw":"51737182","date_recorded":"2024-07-04 08:15:49","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":""},"tags":[],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-82236","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2024\/06\/Justin-Melissa-Podcast-2024-landingpage.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/82236\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/82236\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/82236\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/82236\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"kJLoJ3VXa9\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values\/\">Voice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and Valued<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/voice-of-the-employee-building-a-contact-center-culture-where-everyone-feels-heard-and-values\/embed\/#?secret=kJLoJ3VXa9\" width=\"500\" height=\"350\" title=\"&#8220;Voice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and Valued&#8221; 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