Beyond Philosophy
OCTOBER 20, 2014
They often disguise their toxicity as “constructive criticism” or calling themselves “realists.” appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. They don’t engage with the vision or feel any ownership in its deployment. If you would like to follow Beyond Philosophy click here.
SharpenCX
JUNE 11, 2020
Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale. Then, talk through constructive feedback. And that’s why, right now, only 14% of workers say their performance reviews inspire them to improve at work. You can fix it. and Ben Wigert , PH.D., for Gallup.
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NobelBiz
SEPTEMBER 12, 2023
Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Establish a system where agents regularly receive constructive feedback on their performance. It boosts agent morale, fosters a culture of continuous improvement, and ultimately contributes to a higher level of customer service excellence.
ClearAction
JANUARY 4, 2020
“Long-term success with customer experience comes only when everyone in the organization understands who the customer is, what the customer’s expectations are, and how they impact the customer,” observed Cusick, who is now a CX and innovation consultant at CX Prophet, as well as a ClearAction Senior Advisor.
Connecting the Dots
SEPTEMBER 7, 2020
Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. The post Treating employees as customers appeared first on Customer Care Measurement & Consulting (CCMC). Total employees at risk from major problems.
Callminer
MAY 11, 2020
When they’ve calmed down, agree with them but give constructive criticism. Ahmed Ali is an Outreach Consultant at Centriq. “A Poses a risk not just for customers but for overall employee morale as well. Never, ever challenge them or antagonize them when they are in full rage mode. Let the fires die out before you make your move.
Connecting the Dots
SEPTEMBER 9, 2019
Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. The post Treating employees as customers appeared first on Customer Care Measurement & Consulting (CCMC). Total employees at risk from major problems.
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