Call Center Weekly
JULY 24, 2017
Building trust with your agents will make a world of difference in morale, team performance and attendance. Most always, agents will say leadership is lacking in three key areas: Support Transparency Honesty Not paying attention to the cares of the team, deflates morale and kills productivity. What destroys trust?
Taylor Reach Group
NOVEMBER 21, 2019
In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.
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Customer Guru
AUGUST 8, 2018
He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm. Flavio Martins Follow @flavmartins.
BlueOcean
OCTOBER 4, 2021
So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts.
BlueOcean
OCTOBER 4, 2021
So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts.
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