SharpenCX

JUNE 10, 2021

Get creative with your policies and ditch the archaic scripts and expectations of a call center. Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Give your agents constructive feedback.

Morale 67

Morale Call Center Contact Center Coaching 67

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. In this setup, all calls, emails, and chats are initially fielded by tier-1 agents.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. In this setup, all calls, emails, and chats are initially fielded by tier-1 agents.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

JustCall

DECEMBER 1, 2022

In a survey of job seekers, 62 % of Gen Z respondents and 60% of Millennials said flexible working arrangements were a top priority. Encourage them to openly share their thoughts and constructively challenge each other, which will significantly help to motivate remote employees. Practice Flexibility. Optimize your strategies.

Call Center 52

Call Center Management Agent burnout Scripts 52

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. The prospect of upward mobility within the company incentivizes strong performance and raises employee morale. In this setup, all calls, emails, and chats are initially fielded by tier-1 agents.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. When they’ve calmed down, agree with them but give constructive criticism. They act quickly to address the issue in a genuine way not with a script but with sincerity.

Management 273

Management Customer Experience Customer Service Coaching 273