Steve DiGioia

AUGUST 1, 2016

His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. So much is written about creating great employee morale. New startups build their businesses around effective employee morale and work environment.

Morale 0

Morale Airlines Management Accountability 0

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Outsource Consultants

SEPTEMBER 14, 2021

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. But the customer-agent relationship still matters.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CSM Magazine

OCTOBER 8, 2019

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization.

Customer Service 40

Customer Service Airlines Morale Personalization 40

ProProfs Blog

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. Customer satisfaction is the difference between surviving and thriving.

Airlines 126

Airlines Morale B2C Feedback 126

ShepHyken

MARCH 23, 2018

Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale. How to prevent and correct: Companies should seek input and insights from client-facing employees about the state of customer relationships.

Airlines 206

Airlines Morale Benchmark Marketing 206

SharpenCX

JANUARY 14, 2020

How do you even begin to make your customers happier when it feels like they’re always bringing you questions and complaints? Can you boost morale, improve your service level, and retain customers without the extra cash? Engage Employees and Boost Agent Morale. Internet and cable providers and airlines top my list.

Call Center 76

Call Center Customer Service Morale Finance 76

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Up Your Service

MARCH 17, 2020

Your language of service may also need to adjust to what customers suddenly value most. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 83

Airlines Government Morale Banking 83

Toister Performance Solutions

JULY 11, 2019

How common are toxic customer service employees? I recently wrote a post describing ways customer service leaders accidentally hire toxic employees, and how to avoid it. This doesn't even take into account the soft costs associated with unchecked harassment such as lost productivity, decreased morale, and turnover.

Advertising 90

Advertising Airlines Surveys Morale 90

Fonolo

JULY 4, 2018

Because of their omnipresence in our lives, similar tools have been implemented into customer service experiences (and with varying degrees of success), but ‘technology in CX’ remains a moving target. What did it mean to have a people-centric customer experience during the Golden Age in America? The moral of the story?

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

360Connext

APRIL 28, 2017

The result of reducing YEARS off the wait time for one region illustrates the power of customer experience! Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Get personal with metrics. ” Morale, motivation, and consistency in performance go up. Save 1,000 words.

Airlines 77

Airlines Wait times Metrics Morale 77

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. We also provide PRM services at Liverpool, Edinburgh, Stansted and now Manchester Airport, adding up to 1.8 About OmniServ.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. However, once you’re done, you’ll end up with a customer service that’s ready anytime for any type of reaction from the people using your service or product.

Best practices 50

Best practices Customer Service Feedback Airlines 50

Real Blue Sky

APRIL 6, 2022

Your customers come back, and that makes shareholders happy. Herb Kelleher , founder Southwest Airlines. Want Excellent Customer Service? When you elevate the employee experience within your organization, you empower your employees to deliver exceptional service to your customers. billion in revenue in 2021.

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

CSM Magazine

OCTOBER 5, 2020

Your language of service may also need to adjust to what customers suddenly value most. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 52

Airlines Government Morale Banking 52

Comm100

OCTOBER 17, 2017

New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52

ProProfs Blog

DECEMBER 23, 2019

Not only did they accept the return but they arranged for the shoes to be shipped at zero cost to the customer. Wouldn’t you say that this is customer service with a human touch? This is a perfect example of how a customer centric organization works and create bonds with the customer that lasts a lifetime.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144