ShepHyken

NOVEMBER 15, 2023

It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present.

Morale 142

Morale Feedback Upselling Surveys 142

The Center for Client Retention

SEPTEMBER 8, 2017

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. Here are 8 tips on how you can immediately improve contact center morale: 1. Ask for consistent feedback.

Morale 81

Morale Contact Center Call Center Feedback 81

customer sure

JUNE 19, 2022

when they give you feedback. But many businesses are concerned about how to do this, worried that they will get lots of feedback from customers and struggle to respond. Understandably there are worries about resourcing or having to create a new team or little cottage industry to deal with responding to feedback.

Feedback 62

Feedback B2C Morale Customer centricity 62

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors. QA delivers clear, quantitative feedback agents can build on.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? What is Call Center Management?

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virtual call center Call Center Management call center software 87

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

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Call Center Management Scripts Coaching 182

customer sure

FEBRUARY 1, 2023

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. Speaking of Marmalade’s commitment to understanding and utilising customer feedback, our CEO Guy Letts said: “ Marmalade Insurance is a great example of a customer feedback process done right.

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Feedback Morale Metrics Customer Experience 62

JustCall

MARCH 28, 2023

As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. Tips for Better Management of Your Remote Sales Team Managing sales teams comes with its own share of challenges and obstacles in the virtual landscape. But with a proper plan and mindful execution, success cannot be far behind!

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Sales Management Morale Employee engagement 52

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. He is an expert in marketing technology and SaaS.

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Customer Service Employee engagement Chatbots Morale 156

SharpenCX

JUNE 10, 2021

So you, manager, have to highlight the good and acknowledge the bad. As a manager, you get the opportunity to highlight the beauty of this powerful career. And, to give your agents actionable feedback backed by context. When you use in-line training and timely feedback, your agents learn as they go. Feedback matters.

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Morale Call Center Contact Center Coaching 67

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

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Management Customer Experience Customer Service Coaching 273

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. Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. of inbound calls.

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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. Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

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

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

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Management Customer Service Best practices Entertainment 162

Kayako

NOVEMBER 17, 2016

As a manager, your constructive feedback can lift your team’s morale and performance. Or, it may be providing practical and actionable feedback without offending someone who needs to improve their work. Do your team members spend as much time as you on reading up on how to provide you with feedback? Probably not.

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Feedback Management Construction Morale 0

GetFeedback

DECEMBER 16, 2019

But you already know what you need to do: collect customer feedback. However, you can’t find a compelling reason to push you beyond the barriers that get in the way of doing it; lack of an efficient way to collect feedback, fear of criticism, and being complacent. Moral of the story? Let’s get started. There are 2.77

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Feedback Surveys Wait times Morale 78

CSM Magazine

AUGUST 26, 2022

You’ve undoubtedly heard of the concept of performance management, especially as the working world has shifted significantly over the past few years. Performance management is the process of planning, monitoring, and evaluating employee work performance throughout an employee’s career. A bad one can make things worse.

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Management Technology Morale Feedback 52

CSM Magazine

OCTOBER 25, 2022

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of customer feedback software provider, CustomerSure. The firm has also reported improvements in staff sentiment/morale as a direct result of receiving motivating feedback and seeing improvements in customer satisfaction metrics.

Feedback 52

Feedback Morale Metrics Customer Service 52

ProProfs Blog

JANUARY 25, 2019

A poor work environment could bring adverse results like low employee morale, high attrition and bad social media feedback, which will reduce the number of people applying for jobs at those companies. . How to Use Employee Feedback to Create a Perfectly Suitable Work Environment. Ways to Gather Feedback.

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Feedback Surveys Morale outsourcing 60

Babelforce

JANUARY 20, 2022

Call center managers have one hell of a challenge sometimes, and it’s a challenge to keep a level head. But, if you can master these 6 essential call center manager skills, then you’ll make your job significantly easier and stand out as a leader. Effective leaders are essential for any successful business. It must include: Empathy.

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Call Center Management Construction Best practices 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

Callminer

JUNE 18, 2020

Common complaints include issues with shift ending times being nudged later by last-minute callers and overbearing management practices. How was your relationship with your manager? Manager-employee relations can prove to be complex, yet immensely beneficial arrangements if handled correctly.

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Call Center Morale Feedback Analytics 182

Playvox

OCTOBER 19, 2021

When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Managers who want to meet customer demands will typically ask their agents to work more hours. Optimizing schedules requires good workforce management software that empowers you to quickly adjust to changing conditions on-the-fly.

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Contact Center Management Agent burnout Interactive Voice Response 73

InGenius

MARCH 26, 2020

This time they previously spent in transit can be turned back into time spent with loved ones or hobbies and interests, which goes a long way to improving the morale of your agents. Knowledge management from RightAnswers. There is no better way to measure quality than through direct customer feedback. Comfortable environment.

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Contact Center Management Call Logging CRM 93

JustCall

MARCH 7, 2023

With this trend, managing a hybrid workforce can be difficult since it entails dealing with a broad group of employees with varying requirements and interests. This is why a hybrid workforce playbook is essential, as it gives a clear set of principles and best practices for efficiently managing remote and in-office personnel.

Management 52

Management Best practices Employee engagement Morale 52

Beyond Philosophy

JUNE 12, 2017

In management, we’ve seen how a complainer can prevent a company from following through with a customer experience initiative. This instills an attitude of “my job sucks” that saps employee morale and motivation. As a result, proponents of change grow frustrated, nothing changes, and morale declines.

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Morale Consulting Consulting Engineering 377

Playvox

OCTOBER 4, 2018

However, while praising the former is easy, actually addressing the latter is a task few managers actually relish. Unfortunately, this is a key part of the feedback process that helps a team achieve its potential.

Call Center 41

Call Center Feedback Construction Morale 41

Babelforce

DECEMBER 2, 2021

In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences. Management, alternatively, is a process of action. The benefits of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

JustCall

AUGUST 10, 2022

Remote team management is a major concern for many companies in today’s business environment. But the task of managing these employees outside the original controlled office spaces also has several hurdles. But the task of managing these employees outside the original controlled office spaces also has several hurdles.

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Best practices Management Morale Personalization 52

Global Response

MARCH 26, 2024

Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics. High FCR rates lead to happier customers, reduced operational costs, and improved agent morale.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Totango

OCTOBER 22, 2020

The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1. Poor Customer Feedback . Develop Escalation Plans from the Data in Your Escalation Management Framework.

Management 64

Management Morale Enterprise Accountability 64

Fonolo

SEPTEMBER 1, 2022

Imagine the benefits of having eight months of regular productivity if you just managed to hold onto that senior agent! Setting aside time to sift through resumes, interview candidates, and negotiate packages—all this takes up valuable time from your managers. Poor management. Invite feedback. And who can blame them?

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Call Center Abandon rate Average Handle Time Morale 137

GetFeedback

OCTOBER 21, 2019

In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations.

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Customer Experience Management Surveys Feedback 79

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. Give feedback. Giving regular feedback helps your representatives to get things right from the beginning, which eventually cuts the time it takes them to handle a complaint or run an order through the cash register.

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Morale Customer Service Feedback Call Center 52