Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career.

Customer centricity 243

Customer centricity Morale Finance Education 243

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. 2024 is when “more with less” starts to see diminishing returns,” predicted Ryan Johansen. Will we really see additional stress for CSMs in 2024? You see people struggling to focus.

Morale 52

Morale SaaS Coaching Management 52

Horizon CX

FEBRUARY 29, 2024

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth.

Morale 52

Morale Customer centricity Upselling Feedback 52

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. How a manager gives feedback is one of the most important aspects of their communication.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Morale 146

Morale Customer Service Chatbots Feedback 146