Steve DiGioia

JUNE 20, 2016

Employee morale is at an all-time low. Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S. Is that the reason for poor employee morale? True or not, it is a fact of business.

Morale 167

Morale Employee engagement Surveys Management 167

CSM Magazine

JUNE 19, 2019

Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010.

Customer Service 69

Customer Service Morale Customer effort Interactive Voice Response 69

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service Morale Government Banking 40

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Feedback 52

Feedback Morale Metrics Customer Service 52

CSM Magazine

FEBRUARY 7, 2023

As the last tranche of Baby Boomers – born between the mids 1940s and mid 1960s – plan for their retirement, they’re making way for Generation Z – mid 90s to 2010.

Healthcare 64

Healthcare Morale Employee engagement Management 64

ClearAction

DECEMBER 14, 2017

Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers. (By Incentive Pay Weightings.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Noble Systems

OCTOBER 11, 2018

According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. 2X their annual salary.

Gamification 74

Gamification Employee engagement Call Center Morale 74