ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. That translates to higher morale, lower turnover and happier customers.

Journey mapping 265

Journey mapping Customer Service Employee engagement Morale 265

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This short article has some great suggestions on how and why data is important to the customer experience. Fire the employee?

Customer Service 227

Customer Service Morale Coaching Customer Experience 227

Steve DiGioia

JUNE 20, 2016

This original article was written by Steve DiGioia. Employee morale is at an all-time low. Is that the reason for poor employee morale? The post Encouragement = the “Miracle Grow” of Employee Morale appeared first on Steve DiGioia and was written by Steve DiGioia. True or not, it is a fact of business.

Morale 167

Morale Employee engagement Surveys Management 167

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. What are some failproof strategies to improve customer morale? This article gives you a list of some simple but effective ideas. Because your goal is to improve customer morale, it’s not surprising at all how your first step is to seek customer feedback.

Morale 59

Morale Feedback Chatbots Metrics 59

ShepHyken

MARCH 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. Here are my top five picks from last week.

Customer Service 201

Customer Service Morale Marketing Best practices 201

Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

Morale 124

Morale Contact Center Government Management 124

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. ENJOYING THIS ARTICLE? What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. Most airlines put passengers in groups and call them in order. Always look for improvement.

Airlines 216

Airlines Journey mapping Morale Customer Service 216

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. Satisfied customers, in turn, positively impact employee morale by validating their efforts. He writes about how employee engagement and customer experience can enhance business performance.

Employee engagement 347

Employee engagement Morale Customer Experience Feedback 347

Outsource Consultants

JULY 17, 2018

An article by Krysta Gahagen gives an example of a coffee shop that had a mechanical problem with their coffee maker. 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. We can help!

Morale 52

Morale Scripts Contact Center outsourcing 52

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. Read Shep’s latest Forbes article: Are Your Customers Happy … Or Not?

Morale 147

Morale Feedback Upselling Surveys 147

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. It will boost morale and give a confidence boost to your customer support team. Emily is passionate about employee engagement and often writes articles relating to internal communications and employee wellbeing.

Customer Service 322

Customer Service Employee engagement Morale Feedback 322

Provide Support

JUNE 13, 2017

How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. Let Them Know What to Expect.

Morale 55

Morale Management 55

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Not if your Netflix. by Ricardo Saltz

Customer Service 104

Customer Service Morale CRM Customer Experience 104

Steve DiGioia

OCTOBER 12, 2020

Seventy-one percent said being micromanaged interfered with their job performance while 85 percent said their morale was negatively impacted. RELATED POST: Read All Articles On Management. Employee morale. 3 Ways to Improve Teamwork and Employee Morale. Above, taken from the March 31, 2015 PA Times.). Hybrid Management.

Morale 213

Morale Management Surveys 213

Beyond Philosophy

JUNE 12, 2017

But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. 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.

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content It also has an important role to play in the morale and motivation of team members. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Get Communication Right . Content Manager of TextMagic.

Customer Service 339

Customer Service Morale Management Customer Support 339

SharpenCX

NOVEMBER 23, 2021

Articles to Help you Deliver the Best Customer Experience: . Articles to Help you be a Stronger Customer Service Industry Leader: . Gather insights from the following articles on how you can grow and develop. . Read all three articles for a comprehensive guide to greater leadership success.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

ShepHyken

JANUARY 29, 2021

This week we feature an article from babelforce, a global cloud communications platform. That being the case, morale boosting and team building events should become the norm at your company. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. At least for now!

Best practices 237

Best practices Contact Center Interactive Voice Response Call Center 237

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. One way to directly affect this is through the company’s culture in terms of how it fosters communication – from etiquette to processes and tools that collectively help staff feel supported by their team, increase chemistry, and boost team morale.

Customer Service 326

Customer Service Employee engagement Morale Technology 326

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

CX Accelerator

JULY 1, 2020

This article will cover the following: · Business Continuity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Changing Expectations. Digital First Mentality. Business Continuity. This season requires flexibility and trust.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Overall, A well-trained and motivated team benefits your bottom line in terms of more sales and also improves team morale, branding message, employee churn, and business dynamics.

Customer Service 388

Customer Service Morale Sales Coaching 388

Steve DiGioia

OCTOBER 3, 2016

This original article was written by Steve DiGioia. According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Less qualified employees, especially management, will undermine employee morale. …or does it even matter? Face it; your pride got the best of you.

Morale 196

Morale Surveys Management Sales 196

Steve DiGioia

JULY 27, 2015

This original article was written by Steve DiGioia. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. We all have read, or written, about the lack of quality customer service in today’s marketplace.

Morale 211

Morale Customer Service 211

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

Morale 189

Morale Call Center Contact Center Surveys 189

ShepHyken

NOVEMBER 25, 2016

So what’s the moral of this story? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Don’t stay at a hotel that puts things in writing? My guess it’s the second option and here’s why.

Morale 278

Morale Coaching Customer Service Customer Experience 278

CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Organizations that do so effectively often see enhanced customer loyalty and satisfaction, improved public perception, and even increased employee morale and engagement.

Morale 52

Morale Accountability Customer Service Marketing 52

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. They keep team morale high. The company’s self-help resources go beyond simple how-to articles. What’s more?

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Fonolo

JULY 14, 2020

I should note that for the purpose of this article, we are talking about flexible scheduling of hours, not working from home arrangements — although this has similar benefits. Flexible scheduling has been proven to increase morale. The evidence is there: working 8 hours straight does not guarantee any level of productivity.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s the first of the five ways shared in this article. Of course, there are plenty more predictions and trends in the article.

Morale 152

Morale Customer Service Chatbots Feedback 152

CX Accelerator

JULY 1, 2020

This article will cover the following: · Business Continuity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Changing Expectations. Digital First Mentality. Business Continuity. This season requires flexibility and trust.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

CSM Magazine

OCTOBER 25, 2022

Overworked employees can lead to a notable dip in morale. One of the easiest ways to boost workplace morale (and your bottom line) is to combat and reduce wasted effort. What’s more is that 38 percent of those people said that they wound up working more than an hour extra per day to cover for their vacationing colleagues.

Morale 119

Morale Banking Surveys Customer Service 119

CX Global Media

JUNE 5, 2017

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. Improving Employee Morale. It’s obvious, right?

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Steve DiGioia

MAY 9, 2016

This original article was written by Steve DiGioia. But your employees don’t work hard for you, they talk behind your back and morale is poor. The fastest way to kill morale, so stop doing it. You think you’re a good leader. You have the position, the title and the power. You’re the boss. You don’t understand why.

Morale 0

Morale Feedback Management 0

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78