ChurnZero

FEBRUARY 8, 2024

RJ: There’s a CS person in my network who works for a company that’s had to go through a couple of different reductions. You tend to see increased conflict, which leads to bad morale. Bad morale spreads, with two consequences for a CS team. CZ: 2023 was a stressful year in customer success and SaaS.

Morale 52

Morale SaaS Coaching Management 52

Spearline

MARCH 23, 2021

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. If you don't provide relevant training, your employees will be unprepared, lack confidence, and feel isolated when making these challenging calls, negatively impacting their morale.

Contact Center 98

Contact Center Morale Telecommunications Wait times 98

ProProfs Blog

JULY 30, 2021

This could be because of many factors like incorrect wording of questions, confused order of answer options, survey respondents’ personal beliefs, and so on. For example, a survey question “Do you exercise regularly?” A person chooses extreme options either due to the strong emotional tone in the survey wording. Personal Bias.

Surveys 78

Surveys Morale Feedback Journey mapping 78

Totango

DECEMBER 23, 2021

In the past, burnout and other work-related mental health issues were dismissed by organizations as personal problems that could be easily solved by working a few fewer hours each week or switching to a new role. While these factors could certainly be attributed to a personal issue, they are often associated with burnout. Low Morale.

Morale 98

Morale Employee engagement Personalization Enterprise 98

Fonolo

JULY 13, 2021

Contact centers with flexible scheduling show higher levels of morale and engagement overall. Strong inter-team relationships help agents form bonds and build trust, which will make a huge impact on culture and morale. Experts recommend that you give feedback in person (or through a video chat) for optimal results.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Inbenta

NOVEMBER 3, 2022

By implementing Inbenta’s AI Chatbot, they boosted staff morale and improved patient experience significantly. In many cases, these self-service tools are also a more personal way of interacting with healthcare services than browsing a website or communicating with an outsourced call center. Read full case study].

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Customer Service Life

APRIL 1, 2019

Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Increase employee morale. Be sure to factor in topics such as mental and emotional health, finance, career, creativity, relationships, education or personal development. This post was originally posted as a featured contributor on ICMI.

Construction 144

Construction Morale Finance Contact Center 144

Fonolo

APRIL 15, 2020

Creating team-building activities can give a huge boost to team morale. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities. Team Building. Working in customer service is tough, and it can take a toll on employees and their team relationships.

Coaching 91

Coaching Customer Service Scripts Morale 91

SharpenCX

MAY 12, 2020

Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. It’s worthwhile to have every agent return to this customer service training exercise throughout the year as new features are added to products or ideas shift. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

JustCall

AUGUST 10, 2022

Managing a team of employees without being able to meet them in person is certainly overwhelming. As a frontline manager, it is crucial to convey regular updates to each team and, if required, also check with individual employees at a personal level, to evaluate how they feel about new developments in the organization.

Best practices 52

Best practices Management Morale Personalization 52

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. They are able to visualize the overarching goals of the company, as well as their own personal goals. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

JustCall

SEPTEMBER 5, 2023

Incorporate a self-assessment exercise Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies. Incorporate a self-assessment exercise Including self-assessment empowers agents to take ownership of their professional growth and development.

Real estate 52

Real estate Construction Feedback Morale 52

JustCall

MARCH 9, 2023

Training allows employees to practice and exercise their core skills like communication, empathy, active listening, and conflict resolution in a controlled environment. Such an incentive can boost their morale. Such heightened engagement levels improve morale and profitability.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

Kristina Evey

JULY 9, 2014

All of the clients I work with online and in person have struggled with this concept initially. Companies with high staff engagement have low turnover rates, high staff morale, staff feels more empowered, and the staff make decisions that benefit both the company and the customers. So, how do you define your culture?

Customer centricity 90

Customer centricity Morale Customer Experience Management 90

ProProfs Blog

APRIL 2, 2019

Ideally, you want each issue to be assigned to the right person on the first go, but agents should have a certain degree of freedom to escalate the issue if they are not qualified to resolve it. The issue should reach the right person, as soon as it is understood. Team building exercises may thus prove to be useful.

Contact center software 83

Contact center software Morale Personalization Customer Support 83

JustCall

MARCH 28, 2023

Whether it’s through in-person training sessions, online courses, or workshops, providing ongoing training opportunities helps team members stay current with industry developments, improve their skills, and reach their full potential. This helps build morale and fosters a positive work environment.

Morale 52

Morale Sales Feedback Construction 52

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Agents need to feel heard to keep morale and engagement high. Through the training program, we seek to identify and address any barriers that will hold agents back from delivering kick-ass experiences.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ChurnZero

SEPTEMBER 14, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. . Have Good Intentions When Selling

Sales 94

Sales Upselling Morale SaaS 94

Andrew Mcfarland

SEPTEMBER 21, 2022

Relationship-building skills are vital for success at work and in personal life. In addition to building solid relationships, a business development person should be adept at convincing others. While it’s possible to influence others negatively, moral influence involves understanding and finding common ground.

Morale 48

Morale Sales Scripts CRM 48

JustCall

DECEMBER 13, 2022

Creating an in-person conference infrastructure is a hefty economic exercise. Beyond the economic and technical barriers created by in-person meets, call bridging enables organizations to communicate effectively and collaborate with their employees. Call bridging leads to enhanced employee engagement and employee morale.

voip 52

voip Telecommunications Morale Employee engagement 52

Nicereply

OCTOBER 20, 2020

Show your curiosity, personality, and the things you care about—they’re going to love you! ” By doing this, you share a little bit about what is important to you and show your personality. Lance Conzett, a BizOps Manager at Postmates , says, “interviews are an exercise in storytelling.” Be yourself.

Education 76

Education Construction Morale Personalization 76

CX Accelerator

MAY 8, 2018

The exercise above might seem silly. The morals and learnings we can gain from those stories are significant, and whether they’re good or bad, it’s through sharing them that we can start all to understand and to do better. And it’s through a better understanding of each other that we can begin to affect significant changes in our work.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

BlueOcean

FEBRUARY 25, 2019

Hire the right people, and you’re instantly better positioned to deliver a customer experience that is solution-focused yet highly personalized. It takes more than one person to win. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups. Engaging Your Frontline Agents.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Calltools

FEBRUARY 3, 2021

Some of these traits include: Social Personality. They are the voice of your business, so their social personality is key to your business success. Your interview process should vet the personality you are seeking for different roles. Some centers are more flexible and relaxed, requiring a more “laid-back” personality.

Call Center 52

Call Center Sales Morale Technical Support 52

CSM Magazine

AUGUST 30, 2018

Sooner or later, it will be easy to spot an unhappy employee – body language, voice tones, customer complaints, attendance or all clues to employee morale. It’s important to keep morale high as happy employees create happy customers. You might be surprised by the knowledge gained from this simple exercise. Take on their duties.

Morale 40

Morale Customer retention Consulting Consulting 40

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Agents need to feel heard to keep morale and engagement high. Through the training program, we seek to identify and address any barriers that will hold agents back from delivering kick-ass experiences.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

AUGUST 7, 2020

A customer service manager practices leadership by guiding their team to do well while keeping morale high. CSMs exercise a high degree of emotional intelligence. They can effectively delegate tasks, but also trust their team to complete assignments without micromanagement. They provide training when and where it’s needed most.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

APRIL 23, 2020

What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Confidence – Fear takes a back seat to this person who’s not afraid to take the lead. Do the exercise again. You can’t get rid of an employee like this quick enough. What would you do? You’re all set.

Customer Service 52

Customer Service Morale Scripts Best practices 52

PeopleMetrics

MARCH 28, 2017

They show off their products in a personal and fun way, but they are far from being pushy. Customers would much rather deal with a nice person than a formal and distanced entity, so don’t be afraid to get personal. Motivation, encouragement, and empowerment are strong emotions that move a person to act. Conclusion.

Advertising 91

Advertising Education Entertainment Morale 91

Quality Contact Solutions

DECEMBER 31, 1969

One that impacts productivity and morale of the entire department. In my personal experience with this specific segmentation, I was pleasantly surprised by the results. Either way, it’s a worthy exercise to explore; what segmenting roles through using outbound telemarketing looks like for your company. Anyway, I digress.).

Telemarketing 64

Telemarketing outsourcing Sales Morale 64

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. And, this hurts you, team morale, and your customers. Depending on the morale and stress level in your call center, you may want to stay clear of stretch goals for a bit.

Call Center 76

Call Center Morale Metrics Abandon rate 76

aircall

JANUARY 6, 2017

A call center interview will consider your personality. The second role of a call center interview is to determine whether you are personally suited to the post of a salesperson or support agent. Concretely, this affect work ethic, morale, habits, norms, and much more. How’s employee morale?

Call Center 89

Call Center Morale Outbound sales voip 89

ChurnZero

SEPTEMBER 16, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. . Have Good Intentions When Selling

Sales 52

Sales Upselling Morale SaaS 52

ProProfs Blog

AUGUST 6, 2021

Are they able to balance their personal-professional life? With logos, scores, polls, quizzes, and so on, you can create a completely personalized experience for your employees. Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Integrity Solutions

JUNE 29, 2018

Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. They may also have to invest additional time dealing with morale issues. by Bruce Wedderburn. Sales managers have a stressful job.

Sales 43

Sales Management Coaching Morale 43

Totango

MAY 22, 2020

Clear communication becomes even more vital when your remote Customer Success team members cannot simply walk down the hall to discuss an issue in person with another employee. A positive work environment is just as important online as it is in person. Emphasize Communication and Collaboration. The following strategies can help.

Best practices 62

Best practices Metrics Telecommunications Morale 62

Solvvy

JULY 8, 2022

The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment. CSAT, like any key performance indicator (KPI) that you track for your business, isn’t a one-time exercise. The technology that can help improve CSAT and NPS scores. What is Net Promoter Score (NPS)?

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106