Nicereply

MARCH 2, 2023

Pop-up website surveys are a popular way for companies to gather feedback from their customers. In this article, we’ll explore the pros and cons of pop-up surveys and provide practical tips for setting them up correctly. What are pop-up surveys? What are pop-up surveys used for?

Surveys 52

Surveys Morale Feedback 52

ShepHyken

FEBRUARY 3, 2021

You can only imagine what that does to the morale of the team. There are plenty of employee surveys that point to the number one reason people quit their jobs. Here’s a simple example. And what happens next? The employees quit, which is understandable. On the contrary, it’s the time to sit down and find out why it happened.

Morale 362

Morale Surveys Management Customer Service 362

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. Various factors like motivation, career growth, compensation, and team morale influence how satisfied your employees feel. How employee satisfaction surveys can help. Why employee satisfaction matters.

Surveys 109

Surveys Feedback Morale Metrics 109

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. Employee engagement drives your staff to go above and beyond what’s expected of them. What do your employees value?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

Steve DiGioia

OCTOBER 12, 2020

As a matter of fact, A survey conducted by Trinity Solutions and published in author Harry Chambers’ book, My Way or the Highway , showed that 79 percent of respondents had experienced micromanagement. Example: The big boss requested a new completion date for an upcoming project, a date with no flexibility. Employee morale.

Morale 213

Morale Management Surveys 213

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

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Coaching & Upskilling Offering employees the opportunity to enhance their skills can positively impact engagement, productivity, and morale, and such improvements are a huge area of focus for business leaders.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

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

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

SharpenCX

JUNE 2, 2020

For example, you’ve got three agents who are incredibly detail-oriented — Jennifer, Mark and Dylan. Survey your team to find out when each employee prefers to work in the day. Part of workforce engagement management involves making the best use of your agents’ skills. This is where employee engagement comes in.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

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

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

Beyond Philosophy

JULY 26, 2018

These expectations are also an example of a Reference Point. For example, if you go from bright sunlight into a darkened theatre, you might think the theatre is darker than if you entered the theatre at night. 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!

Real estate 330

Real estate Morale Customer Experience Consulting 330

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

CCNG

FEBRUARY 1, 2023

It is little wonder that a recent Mercer survey found that, when compared to all job functions in the business world, the contact center associate position has one of the highest average voluntary turnover rates. It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Upstream Works

NOVEMBER 30, 2022

In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Agent morale suffered which led way to rising turnover and the Great Resignation. Another example would be other forms of expertise, such as a subject matter expert (SME), or agents with specific language skills or cultural sensitivities.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

TechSee

NOVEMBER 22, 2021

One survey reports that: . One consulting company gave the following example of remote support costs incurred. A survey by PricewaterhouseCoopers finds that about half of companies feel that remote work has caused a dip in productivity. access the company network . install necessary software, or . Employee downtime is costly.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Fonolo

JUNE 9, 2020

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). Surveys are also a great way to collect insightful data. For example: Average Handle Time, First Call Resolution. Compare KPIs against one another.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Higher customer satisfaction and higher agent morale. But what do these specific technologies actually do? Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Calltools

MARCH 20, 2024

It could also improve employee morale by letting them concentrate on interesting problems instead of fulfilling the same requests repeatedly. For example, AI can tell the agent that a caller shows signs of anger. Ask them to complete surveys or provide other types of feedback so you can adjust as needed.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Fonolo

NOVEMBER 8, 2022

In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries. Chatbots are a great example — using modern AI technology, they are able to help digital users with simple queries and direct them to relevant pages on your website or mobile app.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

CSM Magazine

SEPTEMBER 19, 2023

The cumulative impact is serious: heightened stress, slower work, low morale, and burnout. You don’t have to survey every employee, of course. For example, you might issue a survey to new hires to understand what it’s like to do their job. Over time, work friction starts to impact life outside the call center as well.

Call Center 59

Call Center Morale Surveys SaaS 59

Comm100

JANUARY 25, 2018

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. Even if you were only interested in finding out how happy your customers are, running external customer satisfaction surveys isn’t enough to ensure this.

Surveys 41

Surveys Feedback Morale Employee engagement 41

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Call Center Weekly

AUGUST 14, 2017

It's easy (and foolish) to take survey results at face value. Even more so, if the customer isn't given the option to comment or provide feedback on the survey. Even worse than that, is explaining to agents why that failing survey, which had nothing to do with them, was still counting towards their overall CSAT score.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Leaders cannot “set it and forget it” and pass this off to Communications or HR departments; leaders must set the example. Situation : A top goal for 2018 is hiring key talent.

Airlines 204

Airlines Morale Benchmark Marketing 204

Creative Virtual

OCTOBER 7, 2020

One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to make decisions based on that information. Conversation surveys are not only important to measure the performance of the tool.

Customer Service 52

Customer Service Morale Surveys Analytics 52

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

Expivia

NOVEMBER 20, 2020

Give credit where credit is due, and incentivize with raises or cash to keep morale and motivation up. We are able to go back to marketing and say, “38% of your customers say your product is too expensive” for example. Generating Marketing Data. Here we can collect product and price information. Finding Out Why. Noting Frustration.

Analytics 98

Analytics Morale Finance Benchmark 98

Aspect

APRIL 2, 2020

For example, if an employee is not starting their break on time, still working in the queue, a ‘begin break late’ situation could have several meanings. more time required for team building and employee morale health. longer handle times expected . slower system access times when remote .

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Let’s understand this with an example : Example: Zappos, the online shoe store shows us a great example. A few staff meetings.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Upstream Works

NOVEMBER 30, 2022

In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Agent morale suffered which led way to rising turnover and the Great Resignation. Another example would be other forms of expertise, such as a subject matter expert (SME), or agents with specific language skills or cultural sensitivities.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78