CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Every coin has two faces, and the customer services efficiency dilemma is much the same. Customer service staff need to be given goals. Set goals and incentivize. Give feedback. Think big picture.

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Morale Customer Service Feedback Call Center 52

CSM Magazine

AUGUST 7, 2020

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Customers are always first.

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Customer Service Management Brand ambassadors Morale 59

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

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Customer Service Upselling CRM Employee engagement 52

CSM Magazine

AUGUST 9, 2023

Customer service agents are the face of your company and can make or break your business. If your team is not motivated, it can affect the overall quality of the service you provide. In this article, we will look at ten easy ways to motivate your customer service team.

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Customer Service Construction Morale Feedback 52

CSM Magazine

MAY 19, 2023

Despite being important suppliers, customer service in art shops can either be hit or miss, with some shops lacking adequate customer service. It is essential for art shops to focus on customer service to ensure customer satisfaction and repeat business.

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Customer Service Morale Feedback Personalization 52

CSM Magazine

SEPTEMBER 9, 2022

Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

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Customer Service Brand ambassadors Gamification Morale 52

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Team bonding is essential to building a high-performing customer service team. It is where a Terryberry employee recognition program can come in handy.

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Customer Service Morale 52

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. Employees who feel satisfied with their work are far more likely to provide good customer service. And that is crucial.

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Morale Banking Surveys Customer Service 119

CSM Magazine

APRIL 23, 2020

Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. What would you do? You’re all set.

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Customer Service Morale Scripts Best practices 52

CSM Magazine

FEBRUARY 10, 2023

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company.

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Customer Service Morale Technology Feedback 52

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

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Customer Service Airlines Morale Scripts 70

CSM Magazine

JULY 9, 2021

Excellent customer service is one of the most fundamental aspects of any business that interacts with the public. Many managers get sucked into thinking that improving customer service skills is an expensive endeavor. Provide free online training courses. Make sure they have a deep company knowledge. Active listening.

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Customer Service Morale Entertainment Education 52

CSM Magazine

NOVEMBER 15, 2022

It’s no coincidence that companies with great cultures also have great customer service. When employees feel valued and appreciated, they are more likely to go the extra mile for customers. Ask questions about their customer service philosophy and how they would handle difficult customer service situations.

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Customer Service Morale Surveys Customer centricity 52

CSM Magazine

OCTOBER 3, 2022

Good customer service is the lifeblood of any business. It’s what sets you apart from your competitors and keeps your customers coming back for more. And while there are many factors that go into providing good customer service, one of the most important is efficient routing. Improved Delivery Times.

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Customer Service Construction Morale Accountability 52

CSM Magazine

JANUARY 13, 2022

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. For businesses, the entire customer pool is available through social media. What is social customer service?

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Customer Service Education Banking Morale 52

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. While there may not be anything new here, the ideas are valid and will give you some “food for thought” as you think about how your digital strategies can maintain and build trust with your customers.

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Morale Customer Service Chatbots Feedback 147

CSM Magazine

APRIL 29, 2024

And not only do happy employees make happy customers, an Oxford University study found that employees are 13% more productive when they’re happy. Brands like Zappos and Amazon are really nailing it with their blend of office and remote customer service.

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Customer Experience Morale Scripts Customer Service 52

CSM Magazine

JANUARY 8, 2021

The customer service industry has been impacted by the move to remote working and this change is not without its challenges. Here are ten tips to help you manage your remote customer service team. Managing your remote customer service team will be a whole lot easier when you hire trustworthy people.

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Customer Service Management Morale Customer Experience 52

CSM Magazine

SEPTEMBER 10, 2020

Boosts Morale. A workplace with great morale will always be the most productive. A clean, well presented, and respected space will give staff an office to be proud of and increase morale across the board. Workplace atmosphere makes a huge difference to how people work and a positive one will lead to positive outcomes.

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Morale Customer Service Wait times Personalization 52

Integrity Solutions

MAY 26, 2022

Ethisphere Magazine recently summarized a number of its findings and current trends related to the link between business integrity and long-term business performance. As was noted recently in CEO World Magazine , the most basic expression of good ethics is empathizing with those who have a stake in the results of our actions.

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Sales Morale Coaching Surveys 52

CSM Magazine

JUNE 19, 2019

Whilst a positive response can be a great morale boost for your customer service teams, they do nothing to really help develop strategies to improve customer service offering overall, and to retain customers. Customer frustration can be exacerbated from a perceived unnecessary increase in effort.

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Customer Service Morale Customer effort Interactive Voice Response 69

CSM Magazine

AUGUST 22, 2019

These are all signs that we’re burned out or morale is very low. Listen to some calls from your customer service team and choose the best two or three and play a portion of these extraordinary calls in your next employee meeting. Look for ways to bring your team together outside of work. Highlight What They Do Well.

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Customer Service Morale Call Center Consulting 45

Bill Quiseng

MARCH 28, 2016

” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. What did you say” isn’t great customer service.

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Entertainment Morale Customer Service Sales 128

CSM Magazine

OCTOBER 8, 2019

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization.

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Customer Service Airlines Morale Personalization 40

CSM Magazine

AUGUST 26, 2019

As a customer service manager or the owner of a thriving company, it can be challenging to keep up with all of the tasks that are involved in keeping workflow and productivity at optimal levels on a daily basis. Use Process Maps to Facilitate Better Customer Experiences. Choose the Right Point of Sale System.

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Customer Service outsourcing Morale Scripts 45

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

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Customer Service Morale Government Banking 40

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

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Interactive Voice Response Self service Morale Finance 52

CSM Magazine

OCTOBER 5, 2015

We hope you are having a fantastic Customer Service Week! This year, from the 5-9 October, companies across the US and around the world are observing Customer Service Week and celebrating the efforts of customer service, call center and help desk professionals – the people in the front lines of the service revolution.

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Customer Service Morale Call Center Surveys 40

CSM Magazine

MARCH 28, 2024

Recognize and Reward Excellence Recognition goes a long way in boosting morale. Create a Comfortable Work Environment Design ergonomic and comfortable workspaces. Invest in quality chairs, adjustable desks, and proper lighting to mitigate physical strain.

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Contact Center Morale Call Center Feedback 52

CSM Magazine

MARCH 9, 2018

If you want to improve the customer service experience provided to your clients, there are multiple things you can do, including understanding your target market and their needs and wants better, providing more comprehensive information, and responding to queries more quickly. Acknowledge and Reward Workers.

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Customer Service Morale Marketing Personalization 60

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

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Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

SEPTEMBER 8, 2023

In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. There are of course some brands who have this as a priority – and proactively keep the energy and morale high and truly reward their agents.

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Average Handle Time Outbound sales Morale Wait times 59

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. It also increases agents’ morale.

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Average Handle Time Abandon rate Call Center Interactive Voice Response 52

CSM Magazine

JUNE 8, 2021

Chances are that morale could take a dip as agents may be reluctant about the change. He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT). Try having a few team-building events to engage your team.

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Call Center Morale Coaching Customer Service 75

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

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Feedback Morale Metrics Customer Service 52

CSM Magazine

OCTOBER 3, 2023

Whether through an acknowledgment or a small gesture of appreciation, these acts go a long way in boosting morale and reinforcing a sense of purpose and belonging within the team. Leaders must take the time to recognize team contributions regardless of the circumstances.

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Morale Feedback Personalization Customer Service 59

CSM Magazine

JULY 28, 2016

complain many employees, with some companies believing it’s so damaging for efficiency and morale that internal emails are totally banned. Debbie Fletcher is an enthusiastic, experienced writer who has written for a range of different magazines and news publications over the years. My email inbox is too full!” About the Author.

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Morale Technology Customer Service 40