ShepHyken

FEBRUARY 7, 2023

Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale. The cost of employee turnover goes beyond hiring and training. Get more information on The Customer Focus ™ customer service training programs. The few I’ve mentioned are easy and fun to do.

Morale 308

Morale Customer Service Employee engagement 308

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? In other words, are you leading morale for great customer service? Here are the key modern day leading morale steps to guide you. Here are the key modern day leading morale steps to guide you. Start by Removing These 9 Morale Killers.

Morale 73

Morale Customer Service Technical Support Metrics 73

JustCall

NOVEMBER 24, 2022

This leads to higher turnover, less stress, and better morale in the workplace. By scheduling regular training and curating an encouraging incentive plan for them, they can advance within the company by following a well-defined path if they decide to grow within the organization. Create Growth Opportunities.

Morale 52

Morale Call Center call center workforce Metrics 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Personalization 59

SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. When you think about training, does it make you excited? But, let’s be honest.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

JustCall

MARCH 9, 2023

Here’s taking a holistic look at the advantages of customer service training and why you should give it its due. Benefits of customer service training for employees Here’s how employees can benefit from customer service training. Increased confidence Trained customer service agents are more confident in dealing with customers.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

The Center for Client Retention

SEPTEMBER 8, 2017

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. Here are 8 tips on how you can immediately improve contact center morale: 1. Develop a mentoring program.

Morale 81

Morale Contact Center Call Center Feedback 81

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents. Even the simplest training manual can be complex. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. And this is where sales training should spend the largest proportion of its focus. Why are you doing the training? What role will managers play?

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Sales Coaching Accountability Personalization 52

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Here are some of the common ones: .

Best practices 62

Best practices Call Center call center software Morale 62

ShepHyken

NOVEMBER 21, 2023

Great Grandma responded, “Because back then, the ovens were smaller than they are today, so we had to cut off the end to get it to fit.” The moral of the story is if something worked yesterday, that doesn’t mean it’s the best thing to do today. So, the little girl went to her great-grandmother and asked the same question.

Airlines 211

Airlines Journey mapping Morale Customer Service 211

ShepHyken

NOVEMBER 27, 2023

BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. True customer loyalty extends beyond transactional interactions and loyalty programs.

Customer centricity 211

Customer centricity Morale Feedback Customer Experience 211

JustCall

MARCH 28, 2023

To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. Additionally, a collaborative environment fosters trust and camaraderie among team members, boosting morale and overall job satisfaction. Sales success hinges on strong collaboration within the team.

Sales 52

Sales CRM Best practices Morale 52

ShepHyken

FEBRUARY 3, 2021

You can only imagine what that does to the morale of the team. If it’s because the employee didn’t know what to do, then it’s simply a function of training , which is tied to your system or process. If employees aren’t properly onboarded and trained for their jobs, you can’t expect them to perform at their best.

Morale 367

Morale Surveys Management Customer Service 367

Outsource Consultants

JULY 17, 2018

Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale. I’m not saying we need to remove training and scripts from contact centers and tell agents, “Say whatever you want!”.

Morale 52

Morale Scripts Contact Center outsourcing 52

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Without probing, these behaviors could be assumed as training opportunities - the agents don't know how to do something or understand why it matters - when it's an unwillingness bred out of indifference.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Steve DiGioia

AUGUST 8, 2022

It’s their fault, morale is low. Maybe you think that with a little more training, you can turn these people around. Maybe you think that with a little more training, you can turn these people around. But training can’t fix poor employee morale. What have you done to prevent this from happening?

Management 147

Management Morale Customer Service 147

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. A lot of difficult ethical decision-making happens when two moral or ethical principles conflict with each other. Perhaps that is because there is an old-fashioned notion that you have ethics or you don’t.

Morale 195

Morale Personalization Education Sales 195

ShepHyken

APRIL 29, 2020

Keep your morale up, and the morale of your colleagues and employees. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. It’s important to find reasons to smile and laugh during dark times. For information, contact 314-692-2200 or www.hyken.com.

Morale 295

Morale Advertising Healthcare Personalization 295

SharpenCX

JUNE 10, 2021

Start with coaching and training. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. When you use in-line training and timely feedback, your agents learn as they go. Give agents the task of training new hires or allow loyal team members to plan or interpret metrics.

Morale 67

Morale Call Center Contact Center Coaching 67

Call Center Weekly

JULY 24, 2017

As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them. Building trust with your agents will make a world of difference in morale, team performance and attendance. The return is so much greater than our efforts.

Contact Center 273

Contact Center Morale B2C Coaching 273

Calltools

FEBRUARY 3, 2021

If you have a talented and well-trained sales team, your success is almost guaranteed. You lose time and money while you train replacements. You can reach this goal by enhancing your hiring, training and evaluation practices. This is the first step to a solid call center agent training plan. Training Call Agents.

Call Center 52

Call Center Sales Morale Technical Support 52

Steve DiGioia

JUNE 21, 2021

In time, this will improve with more confidence and training. The moral of this story…. Sure, some were better than others and some were less attentive to their guests than I wanted. But for a group of inexperienced waiters, they took direction well, responded to the guest’s needs, and made me proud. What more could I have asked for?

Morale 299

Morale Customer Service Management 299

ShepHyken

SEPTEMBER 29, 2023

Here are five strategies worth considering. #1 Invest in Employee Development Provide training and growth opportunities that align with both individual career aspirations and the organization’s goals. Satisfied customers, in turn, positively impact employee morale by validating their efforts.

Employee engagement 342

Employee engagement Morale Customer Experience Feedback 342

ShepHyken

AUGUST 18, 2023

Striking the Right Balance Ensuring Employee Training and AI Adoption Proper training and support are essential for employees to embrace AI effectively. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

AUGUST 24, 2021

Agent morale. Agent turnover, customer experience, morale, and productivity are all vital components of a call center that you should make sure are in a good state. Offer training and learning opportunities. Your agents will have more confidence in serving customers if they have the proper training. Customer experience.

Call Center 148

Call Center Morale Best practices Contact Center 148

Steve DiGioia

OCTOBER 3, 2021

Some readers may say that a dealership has little incentive to WOW their customers because they have a built-in customer base from those who purchased cars from them and the fact that the dealer mechanics have specific training on the brands where a local mechanic may not have. The moral of the story is…. This is true.

Morale 288

Morale Customer Service 288

Vistio

DECEMBER 12, 2023

High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service. So, how best to fix these issues to boost agent productivity and morale?

Agent burnout 52

Agent burnout Morale Customer Experience Customer Service 52

Monet Software

JANUARY 31, 2018

When they get a little too busy one of the first activities to be dropped is agent training. But training is important, so there should be ways to work it in whenever possible, even on the busiest days. Here are five tips for agent training on a tight schedule. If you have more ideas, let us know on our Facebook page 1.

Morale 48

Morale Contact Center Feedback Management 48

SharpenCX

JUNE 2, 2020

And, the same squad can help cross-train and onboard other agents interested in learning more about data management and reporting tools, too. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

ShepHyken

DECEMBER 28, 2021

Train staff properly. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty. Don’t throw your staff under the bus.

Morale 181

Morale Consulting Consulting Coaching 181

Beyond Philosophy

JUNE 12, 2017

This instills an attitude of “my job sucks” that saps employee morale and motivation. As a result, proponents of change grow frustrated, nothing changes, and morale declines. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Morale Consulting Consulting Engineering 377

Outsource Consultants

JUNE 6, 2022

These quick Q&A sessions may feel informal, but they often serve as a critical vehicle for ongoing training and growth. Instant messaging has become a ubiquitous part of everyday life, so dropping it into a professional environment requires little training. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Employee engagement 237

Employee engagement Morale Personalization Customer Experience 237

Horizon CX

FEBRUARY 29, 2024

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. When employees are not adequately trained or supported to deliver genuine care to customers, they may feel disengaged and unmotivated in their roles. Here are some strategies to consider.

Morale 52

Morale Customer centricity Upselling Feedback 52