ProProfs Blog

NOVEMBER 20, 2020

It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Recognizing and rewarding talented employees act as a morale booster. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Fonolo

MAY 30, 2023

Employees who use it report having a better work-life balance and improved morale. Look for WFM software that can analyze historical data, account for seasonal patterns, and generate accurate demand forecasts to optimize staffing levels. Employees who use it report having a better work-life balance and improved morale.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

ShepHyken

MAY 27, 2019

It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. That translates to higher morale, lower turnover and happier customers. (CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

Playvox

FEBRUARY 20, 2024

Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Call Center Weekly

JULY 18, 2017

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. You can show your employees you trust them, and still hold them accountable for their production. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Hello Customer

DECEMBER 16, 2020

Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. When you don't have open feedback complimenting the score, it's hard to determine who’s accountable for the change, let alone taking action. The number alone just isn’t enough.

Customer Service 76

Customer Service Morale Feedback Metrics 76

CallSource Insights

SEPTEMBER 18, 2018

Better employee morale. Office morale will increase as skills progress and call handlers start performing better, ultimately helping the business perform better, too. Accountability. Call coaching points out these areas and keeps everyone accountable with real data.

Coaching 82

Coaching Morale Accountability 82

ClearAction

JANUARY 8, 2024

Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. get crystal clarity for how you help rather than hurt the above-listed Product and Account team goals. to reach them.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Steve DiGioia

AUGUST 1, 2016

You can’t hold people accountable when they spend most of their time in meetings and taken away from their primary responsibility of managing their departments. So much is written about creating great employee morale. New startups build their businesses around effective employee morale and work environment. Too Many Meetings.

Morale 0

Morale Airlines Management Accountability 0

Customer Service Life

DECEMBER 23, 2020

It’s the sort of contact center where agent morale is low and the culture is negative, and managers don’t bother to empower employees, requiring them to hit unreasonable goals on metrics. It also communicates to them that they aren’t just another account number but an actual human being. What a great way to connect with customers.

Contact Center 126

Contact Center Morale Metrics Accountability 126

ShepHyken

FEBRUARY 9, 2018

– the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company. What is working and what isn’t? – open-ended questions like this will quickly identify chronic complainers as well as uncover significant problems.

Customer Service 378

Customer Service Morale Sales Coaching 378

Integrity Solutions

FEBRUARY 12, 2021

Not only is it important for your business and the customers you serve to have everyone behaving in appropriate ways, it’s important for morale. If you don’t spell out which behaviors are acceptable and which are not, you can’t hold people accountable for them. Hold people accountable when they violate standards.

Customer Service 83

Customer Service Morale Accountability Coaching 83

Outsource Consultants

DECEMBER 13, 2021

True accountability. Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. But what does a true collaborative relationship look like with a BPO partner? Shared team culture and philosophy.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Fonolo

JULY 7, 2022

Five minutes every day accounts for 25 minutes a week. To sum it up: contact center schedule adherence matters because it measures your agents’ productivity and engagement and can be a warning sign that agent morale is slipping. Through no fault of an agent, the schedule isn’t aligned with when an agent takes their break.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

Quality Contact Solutions

SEPTEMBER 14, 2022

Improved employee satisfaction and morale: If you think about how an assessment is viewed by a front line agent making telemarketing calls, if done correctly, an assessment can be very positive. Possibly seeing those ideas become a reality can be a real morale booster.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

JustCall

MARCH 28, 2023

This helps your team stay accountable and aligned with each other on project goals. Furthermore, accountability guarantees that teams meet their deadlines and up their performance. Maintain Team Morale and Motivation Building trust with reps is a key area of focus for remote sales team leaders.

Sales 52

Sales Management Morale Employee engagement 52

Monet Software

MARCH 10, 2021

Contact centers will inevitably take these factors into account as part of their business continuity plans. Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

SmartAction

NOVEMBER 22, 2023

It can verify new accounts, take payment information, provide technical support, automate routine tasks with human assistance, and more. Improve agent productivity and morale Routing simple and common questions to a knowledge base or a virtual agent means a reduced caseload for your agent, which frees them to focus on more complex cases.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Totango

OCTOBER 22, 2020

The type of submitted ticket is the most telling sign that an account might be inching towards an escalated state —a critical support ticket is an obvious sign that there is friction between the customer and the product, and it should be addressed as such. . Drops In Usage. The different segments that are at-risk.

Management 64

Management Morale Enterprise Accountability 64

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. Augment your team with outbound telemarketing services in 2021 and keep your internal sales team’s morale high.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

Integrity Solutions

DECEMBER 12, 2022

Throughout the decades, sales experts and consultants have touted a variety of so-called surefire tips and tricks for account prospecting, targeting and conversion. A salesperson may throw the net and pulls in everything within their reach, tossing back the leads and accounts that don’t align.

B2B 52

B2B Sales Accountability Inbound sales 52

Calltools

MARCH 20, 2024

Conversational AI, however, can identify individual customers by their phone numbers or account ID numbers. It could also improve employee morale by letting them concentrate on interesting problems instead of fulfilling the same requests repeatedly. Each interaction teaches the AI how to improve and personalize customer experiences.

Contact Center 52

Contact Center Self service Best practices Wait times 52

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

CSM Magazine

OCTOBER 27, 2022

Integrating payment solutions with enterprise systems, such as CRM and accounting processes, enables agents to deliver connected customer service. Make the most of agent time, improving staff morale. IVR can help to free agents from boring and repetitive work, reduce staff attrition and improve staff morale.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

Playvox

OCTOBER 19, 2021

When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. This solution is a stop-gap measure because you probably couldn’t borrow accounting or marketing team members for very long. What happens when you don’t have enough contact center agents? Higher queue times.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Serenova

MAY 1, 2020

According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. Often, it’s as simple as feeling appreciated. Inevitably, that delivers a blow to customer experience.

Morale 98

Morale Coaching Contact Center Quality management 98

Back Office Centers

OCTOBER 17, 2023

Back-office tasks often involve data entry, payroll processing, finance and accounting, and administration of information technology. As a result, staff morale is raised and there is a great return on investment. Functions of Finance and Accounting Finance and accounting tasks are both crucial and routine for the majority of firms.

outsourcing 59

outsourcing Finance Accountability Engineering 59

Beyond Morale

MAY 15, 2012

Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves?

Accountability 54

Accountability Construction Employee engagement Customer Experience 54

customer sure

JUNE 19, 2022

has seen success, not only do they share feedback at an organisational level, but they share with individuals too, which has helped improve morale and motivation of frontline staff. In business-to-business environments, an Account Manager might be responsible for certain clients, and they should receive and respond to the feedback.

Feedback 62

Feedback B2C Morale Customer centricity 62

Joe Rawlinson

JULY 11, 2023

At times, companies make their employees feel neglected, which lowers employee morale and reduces their efficiency. Use Social Media to Show Your Gratitude Almost every firm has access to social media accounts and it can be used to appreciate employees. Thus, as an employer, one must value and appreciate their employees.

Morale 60

Morale Feedback Accountability Marketing 60

Amity

JULY 13, 2017

• How to Boost the Morale of Your Customer Success Team. CSMs lose accounts, deal with customers' frustrations, and graciously handle stressful situations when fires arise. In this blog post , Customer Success expert Nils Vinje shares 4 techniques to help you ensure you're doing your job in boosting your team's morale.

Management 56

Management Morale SaaS Accountability 56

Joe Rawlinson

APRIL 2, 2020

This includes the company’s moral code and values. Companies can also tap into influencers to promote their products and services through their personal accounts. For example, an SEO agency promotes a company’s products or services focusing on what specifically the company’s core identity is. Consistency is key.

Marketing 78

Marketing Brand ambassadors Morale Personalization 78

Satrix Solutions

FEBRUARY 18, 2020

There’s also another benefit, although it may be less trackable than the ones listed above – that is improved morale. This team can help an organization build shared accountability with shared goals and a shared focus on results. Employees value being asked what they think.

Morale 78

Morale Employee engagement Surveys Feedback 78

Taylor Reach Group

JANUARY 7, 2022

Throwing good frontline agents into supervisory positions without training is just begging for high employee attrition, low morale, and Human Resources nightmares. Hold Supervisors Accountable. Hold Supervisors Accountable. Supervisors need “new position” training just like agents need “new hire” training. Develop Supervisors.

Contact Center 76

Contact Center Morale Consulting Consulting 76

Steve DiGioia

MAY 16, 2016

Don’t realize when employee morale is poor. Don’t hold employees accountable. Lying to your employees is the fastest way to lose respect. Expect what you don’t inspect. How do you expect things to get done as you wish if you don’t inspect the process? Why do you think the service scores are low, or productivity down? Micromanage.

Morale 0

Morale Accountability Management Customer Service 0

VirtualPBX

JUNE 17, 2021

Managers can add any kind of text they want to the screen, including celebrations of team effort like the number of new accounts created within the last month by the existing shift. You can use spots on the wallboard to encourage your team and show stats and messages that work to improve morale. Use Your Amazon FireTV.

Morale 98

Morale Call Center Accountability Management 98