ShepHyken

DECEMBER 28, 2021

Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. Standing up for your staff is great for morale and loyalty. About: Rebecca Morgan , CSP, CMC, CVP is an international speaker, management consultant and bestselling author. Calming Upset Customers.

Morale 181

Morale Consulting Consulting Coaching 181

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? LOW MORALE Providing agents with the opportunity to give honest feedback can do wonders for addressing employee apathy that is the result of low office morale.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

JUNE 14, 2016

Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. This provides an opportunity for higher sales, a boost in employee morale, and brand loyalty. John DiJulius on Secret Service & The Customer Service Revolution.

Morale 212

Morale Consulting Consulting Sales 212

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Beyond Philosophy

OCTOBER 28, 2021

Carbone agrees, adding that every company has a moral obligation to create value. Carbone recalls the fate of Polaroid and Kodak, great brands that vanished because they lost sight of a moral obligation to create value for society and its employees. The Pioneers of CX Discuss appeared first on CX Consulting.

Customer Experience 244

Customer Experience Morale Consulting Consulting 244

ShepHyken

SEPTEMBER 24, 2023

In addition to his writing and consulting in the CX space, Kelechi works for a company, so he’s speaking and writing from experience. All of this has caused employee burnout, low employee morale, high turnover, inconsistency including bad experiences along the customer journey, and customer attrition.

Customer Service 174

Customer Service Morale Surveys Consulting 174

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

Beyond Philosophy

OCTOBER 9, 2015

Frost and Sullivan, the growth consulting firm, predicted that by the year 2025, global traffic would be measured in 100 Zettabytes. The Moral Dilemma: Collecting Data on Customer Behavior. The post Big Data’s Big Problem appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Big data 410

Big data Consulting Consulting Morale 410

Taylor Reach Group

JANUARY 22, 2020

When agents recognize that their income and/or upward mobility is threatened, their morale, engagement and employee satisfaction will drop, as will their commitment to helping customers. To find out more about how Taylor Reach can help your company with employee and the customer experience, CLICK HERE to schedule a free consultation.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

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. It’s clear Shopify employees love their work. They’re 12% more productive.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Outsource Consultants

SEPTEMBER 14, 2021

So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. Higher customer satisfaction and higher agent morale. Outsource Consultants boasts more than 25 years of expertise, helping contact center staffs thrive amidst the biggest industry challenges.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

NOVEMBER 24, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. ” — Blair Pleasant , C ontact Center Industry Analyst & Consultant at BCStrategies. COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Consider LMS or gamification platforms to help raise morale around ongoing remote training and work. Contact us today for a no-cost, risk-free consultation. Here are some of the more obvious benefits: Lower Overhead. Brand Connectivity.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

ShepHyken

MARCH 31, 2020

As long as it’s legal, moral and ethical—do it.”. “No Today, he serves on various boards, speaks and acts as a consultant across industries. Quotes: “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.”. “Do

Morale 162

Morale Consulting Consulting Marketing 162

Call Center Weekly

JANUARY 31, 2018

Improved Morale – Imagine the long-term effects to employee morale in the example given above regarding the vendor manager’s decision to spend time working on the front lines. Errol Allen is an operations consultant and customer service expert. Hopefully, more realistic performance goals were the outcome of this scenario.

Morale 136

Morale Consulting Consulting Management 136

Taylor Reach Group

MAY 11, 2023

Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale. To find out more about how Taylor Reach can help with your medium- to large-scale contact center systems implementation, CLICK HERE to schedule a free consultation.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Beyond Philosophy

OCTOBER 1, 2015

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? The post Customer Experience: Keep it Simple Stupid appeared first on Beyond Philosophy | CX Consultants | Customer Experience. I certainly would.

Customer Experience 408

Customer Experience Morale Advertising Consulting 408

Beyond Philosophy

FEBRUARY 27, 2017

In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Learn more about Bill here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Noble Systems

JUNE 3, 2020

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” Contact centers throughout the world are faced with the daily challenge of keeping their consultants engaged and motivated and their customer service levels high. The same can be said of technology. the list is never ending.

Morale 85

Morale Contact Center Government Consulting 85

Fonolo

NOVEMBER 3, 2020

CX Expert, Speaker & Consultant. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. B2B Tech & Marketing Consultant The post 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction first appeared on Fonolo. That awareness will stick with them hereafter.”

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. 4 September 2014. <

Consulting 305

Consulting Consulting Customer emotions Morale 305

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. As one of the fastest growing call center consultancies , Outsource Consultants offers expert insights for businesses of all sizes. Get your no-risk, no-cost consultation today.

Call Center 76

Call Center Gamification Coaching Morale 76

Beyond Philosophy

NOVEMBER 22, 2017

That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Banking 225

Banking Enterprise Consulting Consulting 225

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Just like a fresh set of eyes can unlock creative solutions, a fresh approach to training can elevate plateaued agent performance. Tis the season.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Beyond Philosophy

JULY 26, 2018

The moral of this story is that if you take the time to do the research, you bloody well better do something once you have it! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We all use a Reference Point when we compare things.

Real estate 332

Real estate Morale Customer Experience Consulting 332

Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. CUSTOMER FEEDBACK: “We saw a reduction in our abandon rate, an increase in member satisfaction, and an upsurge in agent morale.” – Mark Edelmen, VP of Digital Member Services, Stanford Federal Credit Union.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Quiq

OCTOBER 4, 2022

My first project as a management consultant was to assist with process documentation at the then newly established NYC 311 contact center. Also, showing recognition and appreciation of their work is important in keeping morale and retention high.

Customer Service 81

Customer Service Morale Contact Center Consulting 81

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. For instance, imagine a potential client trying to reach a law firm for an urgent consultation. of inbound calls. It’s not just reputation at stake, but your very bottom line.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. For instance, imagine a potential client trying to reach a law firm for an urgent consultation. of inbound calls. It’s not just reputation at stake, but your very bottom line.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

Quality Contact Solutions

SEPTEMBER 14, 2022

Improved employee satisfaction and morale: If you think about how an assessment is viewed by a front line agent making telemarketing calls, if done correctly, an assessment can be very positive. Possibly seeing those ideas become a reality can be a real morale booster.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

TeleDirect

MARCH 11, 2020

Call center agents often feel outnumbered with incoming calls, which is why it’s smart to consider a professional outsourcing solution (like TeleDirect) to keep morale high. Just complete our customer contact form or call our call center consultants at (800) 776-1081. Strategically outsource to cover understaffed positions.

outsourcing 103

outsourcing Morale Call Center Engineering 103

Taylor Reach Group

MAY 14, 2019

That’s not to say you shouldn’t consult your legal team, because, if you’re not careful, that class action suit will likely follow. To find out more about how Taylor Reach can help your company with improved customer experience, CLICK HERE to schedule a free consultation. Respond Quickly.

Customer Service 121

Customer Service Consulting Consulting Morale 121

Outsource Consultants

OCTOBER 31, 2022

Through contests, challenges, or bobbing for apples, you’re willing to gamify and deploy goal programs that focus on your contact center agents’ morale. Even though selecting a BPO partner (or replacing one) is filled with variables to consider, Outsource Consultants makes the process less scary. No tricks, just treats.

outsourcing 67

outsourcing Morale Consulting Consulting 67

Taylor Reach Group

NOVEMBER 26, 2019

For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. To find out more about how Taylor Reach can help your company with agent attrition and retention, CLICK HERE to schedule a free consultation.

Contact Center 98

Contact Center Morale Consulting Consulting 98

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. The moral is, once you start making changes and not just talking about it theoretically, people get engaged. It was a reorganization with the front office and back office call centers, so, in other words, a lot of changes in who does what and when.

Consulting 260

Consulting Consulting Morale Benchmark 260

ChurnZero

MAY 19, 2020

A: I am fortunate to have a strong team of onboarding, engagement and support consultants. The incredible morale and comradery on my team is something that happened organically and is very powerful in our quest to provide a high level of service to our customers. .

Morale 98

Morale Consulting Consulting Big data 98