Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Personalization 59

SharpenCX

APRIL 28, 2020

Gallup found that managers have the power to outline strategies that make the biggest difference in team morale. As a call center manager, you can play a major role in building morale on your team, no matter where they’re working. When someone notices and appreciates your hard work, it’s a great boost for morale.

Morale 90

Morale Call Center Coaching Contact center software 90

delighted

NOVEMBER 23, 2022

In this guide, we’ll take a closer look at what employee feedback is, why it’s important, and how to deliver positive, negative, or constructive feedback with examples, so that peers and managers alike will be able to give and receive feedback with confidence. Types of employee feedback with examples. Positive feedback examples.

Feedback 52

Feedback Construction Surveys Morale 52

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. True customer loyalty extends beyond transactional interactions and loyalty programs.

Customer centricity 209

Customer centricity Morale Feedback Customer Experience 209

delighted

MARCH 29, 2022

In turn, this boosts employee morale and reinforces to your employees that you not only care about their experiences, but also value their input and plan to make changes because of it. 15 examples of good employee satisfaction survey questions. In addition, employee satisfaction surveys: 1. Improve employee happiness.

Surveys 89

Surveys Feedback Morale Management 89

Outsource Consultants

JULY 17, 2018

An article by Krysta Gahagen gives an example of a coffee shop that had a mechanical problem with their coffee maker. Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale.

Morale 52

Morale Scripts Contact Center outsourcing 52

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Lastly, non-leading questions can also be used to better understand the employee’s viewpoint without influencing their response - for example: “How would you state that differently?” “Can

Morale 195

Morale Contact Center CCNG Agent burnout 195

Myra Golden Media

APRIL 28, 2021

Designate time to play virtual games to build teamwork and morale. Here are some ways management can lead by example and maintain accountability during and after formal customer service training: Foster a friendly environment by greeting remote agents through email or chat each morning. Voicing grievances negatively affects morale.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Beyond Philosophy

JANUARY 4, 2024

For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. For example, I get many invites for connections here on LinkedIn. For example, my podcast partner teaches the same class year after year, and he likes doing it. NICE Systems, Inc.,

Customer centricity 243

Customer centricity Morale Finance Education 243

ShepHyken

APRIL 29, 2020

For example, if you are an optimistic person, you may be showcasing that side of your personality more than ever. Keep your morale up, and the morale of your colleagues and employees. He made a great observation about the way people are reacting to the COVID-19 pandemic.

Morale 294

Morale Advertising Healthcare Personalization 294

ShepHyken

FEBRUARY 3, 2021

You can only imagine what that does to the morale of the team. Here’s a simple example. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. And what happens next?

Morale 365

Morale Surveys Management Customer Service 365

Steve DiGioia

OCTOBER 12, 2020

Seventy-one percent said being micromanaged interfered with their job performance while 85 percent said their morale was negatively impacted. Example: The big boss requested a new completion date for an upcoming project, a date with no flexibility. Employee morale. 3 Ways to Improve Teamwork and Employee Morale.

Morale 213

Morale Management Surveys 213

ShepHyken

NOVEMBER 15, 2023

Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. What if this colleague was then excluded from all strategy meetings and decision-making?

Morale 143

Morale Feedback Upselling Surveys 143

Taylor Reach Group

FEBRUARY 21, 2018

The resulting low morale and poor performance on these supervisors’ teams should come as no surprise. The Example Starts at the Top. Most important is the example set throughout the organization. If you want supervisors who set a good example, do the following: Promote the right people. Set a good example at all levels.

Morale 56

Morale Coaching Management Personalization 56

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

SharpenCX

JUNE 2, 2020

For example, you’ve got three agents who are incredibly detail-oriented — Jennifer, Mark and Dylan. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen. Partner with your VP of Ops and address them head-on, together.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Steve DiGioia

OCTOBER 1, 2020

Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done. What changes would you make to improve productivity and team morale? But what about those employees who go above and beyond?

Morale 264

Morale Personalization 264

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. For example, physical separation from your team and colleagues, particularly when you’re in a leadership position, requires empathy and a keen level of understanding. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Beyond Philosophy

OCTOBER 28, 2021

For example, when it comes to experiences in contact centers, it’s about convenience. For example, many firms use Customer Satisfaction or Net Promoter Scores (NPS)® to demonstrate the success of their Customer Experience programs. Carbone agrees, adding that every company has a moral obligation to create value.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

ShepHyken

APRIL 14, 2020

For example, try having a group call with your team three times a day—start-of-day, mid-day and end-of-day. Appoint a Director of HR— humor Have this person find something funny or uplifting to share with the team at large once a day to keep morale up. Many businesses have slowed down.

Morale 302

Morale Technology Customer Experience Personalization 302

CX Accelerator

JULY 1, 2020

Two specific examples come to mind. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Examples include cloud infrastructure providers, call center solution experts, etc. This season requires flexibility and trust.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

CCNG

JANUARY 18, 2023

The result can be higher turnover and lower morale. For example, it doesn’t matter if one Agent is paid $17/hour or $25/hour, or if they are in Manilla, Bangalore, or San Antonio. It leaves a lot of good agents and new hires to struggle with demonstrating their commitment and hard work.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Employees with familial obligations for example might benefit greatly from flex work. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers.

Call Center 140

Call Center Morale Gamification Employee engagement 140

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

ProProfs Blog

NOVEMBER 20, 2020

It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Recognizing and rewarding talented employees act as a morale booster. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

The Northridge Group

AUGUST 14, 2023

When The Northridge Group was engaged by a major benefits administration provider to deliver a Performance Coaching Program that included coaching and development of new hires, the partnership resulted in a 34-percentage point increase in quality acceptance rate, a decrease in escalated cases, and positive associate morale and engagement.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. Let’s dive in and learn examples of good customer experience from a brand dedicated to changing the game. That’s why this month, we’re crushing on CVS. Learn how.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

CX Accelerator

JULY 1, 2020

Two specific examples come to mind. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Examples include cloud infrastructure providers, call center solution experts, etc. This season requires flexibility and trust.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Horizon CX

FEBRUARY 29, 2024

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth.

Morale 52

Morale Customer centricity Upselling Feedback 52

Callminer

JUNE 21, 2017

Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers. Some might even suggest their own ideas that could resonate with other staff.

Best practices 174

Best practices Call Center Morale Coaching 174

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Online retailer Zappos is a great example. For example, use CSat scores as a function of productivity.

Call Center 133

Call Center Morale Contact Center Technology 133

Steve DiGioia

MARCH 30, 2020

Example: You’re going through some HR-related situations with a few employees. Employee morale has started wain. At some point in your career, you’ll realize that you’ve come across most of the scenarios possible in your industry. You’ve seen this before and you know what to do because your answer is memorized and written on “page 23”.

Morale 222

Morale Personalization Customer Service 222

ShepHyken

JANUARY 24, 2020

Scheduling is one example where staff should be encouraged to make the changes they need to be as engaged and available as possible. While maintaining a professional approach to customer service is always a top priority, if you’re setting the right example, you can achieve this while also empowering your staff to “just be themselves.”.

Customer Service 318

Customer Service Employee engagement Morale Technology 318

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. Hopefully, more realistic performance goals were the outcome of this scenario.

Morale 136

Morale Consulting Consulting Management 136

ShepHyken

MAY 27, 2019

That translates to higher morale, lower turnover and happier customers. If you haven’t done it, here is a great example. What’s happening on the inside of your organization is felt on the outside by customers. Here’s a list of ten “best practices” to boost your employee engagement. by By Team Survaider.

Journey mapping 260

Journey mapping Customer Service Employee engagement Morale 260

Nicereply

FEBRUARY 9, 2022

For example, in a review, a leader citing a lack of errors as “That’s good. This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. For example, create a rubric that helps you measure the outcomes. But not all errors are morally or ethically wrong.

Morale 98

Morale Coaching Customer centricity Personalization 98

Nicereply

APRIL 6, 2022

For example, if your website is difficult for people to navigate, online shoppers might leave and purchase elsewhere. For example, a brand may ask how you are doing or provide a step-by-step guide to using their product on their social media pages. Boost morale with regular one-on-one checkpoints. Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98