Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. QA delivers clear, quantitative feedback agents can build on. Here’s how. #1

Morale 48

Morale Quality management Employee engagement contact center workforce 48

SharpenCX

JUNE 10, 2021

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. Plus, they get feedback fast, so they can improve on the very next interaction. Or, pick a night to meet up and play board games or host a virtual trivia competition.

Morale 67

Morale Call Center Contact Center Coaching 67

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. But you already know what you need to do: collect customer feedback. Waiting until everything falls into place so that you start collecting customer feedback won’t happen. Moral of the story? Meet their ever-changing needs.

Feedback 78

Feedback Surveys Wait times Morale 78

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. When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals.

Morale 78

Morale Gamification Contact Center Quality management 78

Horizon CX

FEBRUARY 29, 2024

Too often businesses treat customers with minimum effort which comes across as perfunctory— a superficial and routine interaction that lacks genuine care, empathy, or effort to meet the individual needs and expectations of customers. Here are some strategies to consider.

Morale 52

Morale Customer centricity Upselling Feedback 52

Outsource Consultants

JUNE 6, 2022

When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting. 98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. Encourage employees to think twice before they call unnecessary meetings and set up a streamlined out of office process. And that is crucial.

Morale 119

Morale Banking Surveys Customer Service 119

Fonolo

SEPTEMBER 1, 2022

CUSTOMER FEEDBACK: “We saw a reduction in our abandon rate, an increase in member satisfaction, and an upsurge in agent morale.” – Mark Edelmen, VP of Digital Member Services, Stanford Federal Credit Union. Invite feedback. We all know how valuable customer feedback is—the same is true for employee feedback.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

ChurnZero

FEBRUARY 2, 2021

Though the pandemic dialed up this uncanny notion to full blast – with our days and then our weeks and then our months all blurring together into a hodgepodge of undecipherable moments and events – you likely already associated this feeling with another time- and soul-sucking vortex, better known as meetings. The Silent Meeting.

Best practices 40

Best practices Construction Morale Feedback 40

CSM Magazine

JUNE 29, 2020

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. Typical ways to make efficiency savings include discontinuing team meetings and making layoffs.

Morale 52

Morale Customer Service Feedback Call Center 52

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. Your agents crave feedback and relevant coaching in-the-moment. An omnichannel platform with built-in coaching tools lets you leave feedback on interactions as you review them. Don’t invest in systems that cause more pain for your agents. Customizable reporting.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. Your agents crave feedback and relevant coaching in-the-moment. An omnichannel platform with built-in coaching tools lets you leave feedback on interactions as you review them. Don’t invest in systems that cause more pain for your agents. Customizable reporting.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

JustCall

APRIL 15, 2024

Provide ongoing training and feedback 7. The pressure to meet strict metrics, handle high call volumes, and provide top-notch customer service makes call centers incredibly demanding. Meeting aggressive call quotas requires working well beyond their scheduled shifts. Rotate responsibilities 5. Allow breaks 8.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CSM Magazine

OCTOBER 1, 2019

Meaningful meetings are possible, desirable, and should be the aim of every executive. But many people say meaningful meetings is an oxymoron, and they have a point. Research shows consistently that most meetings waste time and cost significant sums. Some studies show over 75% of meetings waste time. Targeted invitees.

Consulting 40

Consulting Consulting Morale Personalization 40

Expivia

MARCH 7, 2022

Always praise your agents publicly to keep up morale. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting. At the same time, keep the feedback positive, actionable, and empowering to help your reps to succeed. . Keep Team Meetings Positive.

Construction 98

Construction Morale Feedback Coaching 98

Steve DiGioia

MAY 9, 2016

But your employees don’t work hard for you, they talk behind your back and morale is poor. 8. Don’t give regular feedback. Hold meetings just because you need to have a meeting. Such a time waster, especially when there isn’t a specific reason and goal for the meeting. You think you’re a good leader.

Morale 0

Morale Feedback Management 0

Fonolo

AUGUST 24, 2021

Agent morale. Agent turnover, customer experience, morale, and productivity are all vital components of a call center that you should make sure are in a good state. Lack of communication can breed distrust and low morale, both of which contribute to a negative work environment. Customer experience. Agent turnover. DID YOU KNOW?

Call Center 148

Call Center Morale Best practices Contact Center 148

Calltools

MARCH 20, 2024

It could also improve employee morale by letting them concentrate on interesting problems instead of fulfilling the same requests repeatedly. You can also review KPIs to make informed decisions about meeting customer needs in the future. Ask Customers for Feedback Does your conversational AI tool meet customer expectations?

Contact Center 52

Contact Center Self service Best practices Wait times 52

Global Response

MARCH 26, 2024

Evaluate the vendor’s performance metrics and quality control processes to ensure they meet your expectations. Look for a partner who can tailor services to meet your specific needs, and be wary of ones who offer a one-size-fits-all solution. Outside of face-to-face meetings, utilize various platforms to communicate easily.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Nicereply

MAY 2, 2022

More negative customer feedback. This will show up in the form of more negative feedback, complaints, and dropping satisfaction levels, so keep an eye out for these red flags. They’re more likely to make mistakes and have low morale and are less able to meet the demands of the job. Have recurring 1:1 meetings.

Morale 98

Morale Customer Support Feedback Management 98

Calltools

MARCH 22, 2023

This allows your contact center more flexibility to best meet the current phone call demand. Opportunities can be shared via email, meetings, or chat systems. Prioritize Team Feedback Employees in any setting need feedback to feel recognized and motivated to do their work.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Playvox

APRIL 4, 2023

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. How a manager gives feedback is one of the most important aspects of their communication.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ProProfs Blog

NOVEMBER 15, 2021

Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. Business survey questions help companies to collect honest feedback, opinions, and preferences from their target audience. Gather Qualitative Feedback. Product Feedback Business Questions.

Surveys 144

Surveys Feedback Morale Customer effort 144

JustCall

MARCH 28, 2023

When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. Furthermore, accountability guarantees that teams meet their deadlines and up their performance. Want to set your sales team up for success?

Sales 52

Sales Management Morale Employee engagement 52

SharpenCX

SEPTEMBER 14, 2021

Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. During the week, consider putting together a company-wide town hall meeting or at least a team meeting to celebrate the success of your customer service agents.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

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

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. As the spending power of millennials (also known as Generation Y) grows, companies are having to evolve in order to meet their particular needs. Published on: September 03, 2015.

Multichannel 59

Multichannel Customer Service Morale Self service 59

CSM Magazine

MAY 19, 2023

Staff training sessions can also boost staff morale and equip them with up-to-date information about new products. Utilize Feedback Mechanisms Art shops should create several channels of getting feedback from clients on how they rate their services and attend to them.

Customer Service 52

Customer Service Morale Feedback Surveys 52

Global Response

AUGUST 7, 2023

If so, you should have a work environment that’s designed for easy collaboration, regular training and meetings where teams can work together, workflows that support cross-team collaboration, state-of-the-art communication tools so teams can easily communicate, and so on. For example, let’s say teamwork is one of your core values.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Playvox

APRIL 11, 2023

Offer Feedback Regularly offering agents feedback is key in helping contact center agents understand how they are performing. Feedback should always be a mix of positive comments and opportunities to improve. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Lots of meetings and “bringing everyone along” discussions that, if people just did what they were told, would not be necessary. But how, exactly, do you do that?

Employee engagement 69

Employee engagement Feedback Government Best practices 69

CX Global Media

MAY 24, 2018

Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. Humility and Vulnerability : Definitely influenced by Brené Brown (links in additional resources below).

industry standards 257

industry standards Contact Center Morale Call Center 257

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.). For example: Customer satisfaction surveys, employee feedback. How to Give Feedback to Improve Agent Performance. Be consistent.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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. Qualitative Data – Data that needs interpretation such as employee feedback. TIP: Feedback sessions don’t always have to happen in a formal evaluation setting.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

aircall

JULY 14, 2021

What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. You can identify disengaged employees by their low morale and negative perception toward work and even their colleagues. I’m not getting feedback on my work. Ask Your Employees for Feedback.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

TeamSupport

OCTOBER 5, 2020

Even simply meeting for coffee or going to the grocery store are much different, more thought-out experiences now. Listen to their comments and suggestions and set a date in the future to meet again to review what changes have been made based on their feedback. And leave them up!

Customer Service 101

Customer Service Brand ambassadors B2C Morale 101