Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback.

Stop Drama from Poisoning Your Customer Service Team

Contact Center Pipeline

Agent Morale call center contact center employee engagement employee feedback employee morale voice of the agent workplace cultureIn my 25 years in the contact center industry, I have seen a lot of drama.

Morale 153

Customer Feedback Is Never Just a Score.

Lumoa

There's a company X that collects customer feedback. What's the moral of the story? There are too many companies, which just like the company X, don't collect open-text feedback from their customers. So, what is the right way to collect customer feedback ?

The Keys to Succeed: Eight Tips to Improve Contact Center Morale

The Center for Client Retention

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. Ask for consistent feedback.

Improve Work Environment Using Employee Feedback

ProProfs Blog

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.

How Customer Feedback Should Be Shared

Satrix Solutions

Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? What to do with customer feedback. For example, the Sales department can benefit greatly from reading customer feedback.

Graffiti Feedback: Engaging your Employees by Listening

Taylor Reach Group

What was I thinking, asking for a free-for-all of feedback? Even ideas without direct payback had benefits, in better morale, more effortless customer experience, a more comfortable place to work. The Peg’s Page feedback loop led to kaizen: many small changes accumulated over time. It did this by getting feedback directly from those most involved and affected. By: Peg Ayers . Peg’s Page.

11 Proven Approaches to Customer Feedback Employee Engagement

Genroe

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. If you only focus on the low scores it can drain morale.

Telltale Signs: How to Identify Call Center Agent Burnout

Fonolo

Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach. Call Center Contact Center Customer Experience Customer Service Retail call-center call-center-agent call-center-management contact-center employee-morale

15 Ideas for Halloween Office Party Games and Activities to Booooost Your Customer Service Morale!

Comm100

Reader beware : these office Halloween ideas will improve productivity, team cohesion, and boost employee morale, while also bringing a bit of seasonal fun to your customer service team! Debrief: Interdepartmental communication is the key to creating an effective feedback loop.

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparencyEmployee engagement continues to top the lists of management challenges—and with good reason.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization. Perpetuate Cross-Functional Feedback Systems.

The HAUNTED Call Center: 5 Party Ideas

Fonolo

Making the Most of Customer Feedback. Call Center Customer Experience Customer Service agent-engagement call-center-culture call-center-ideas contact-center-strategy improve-agent-moraleYour call center works hard year-round to make sure metrics are being met and customers are happy.

Guest Blog: Voice of the Customer Begins with Voice of the Employee

ShepHyken

By integrating both customer and employee feedback different and interesting measurements can be uncovered, such as the link between customer satisfaction and employee KPIs and how this link is related to customer longevity; ultimately, this enables the organization to make better decisions.

Do You Recognize the ‘unmet need’ to Engage Employees and Yourself

Beyond Morale

A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. What happens when your needs aren’t met? Can you recognize this in yourself? What about in others?

"Be Positive" is Not a Strategy

CX Journey

culture employee experience leadership morale Image courtesy of Will S. Have you ever felt like the picture to the left describes your workplace? Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude.

Why Customer Development Is Crucial to Every Businesses Success

Kayako

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But feedback and development doesn’t have to mean you make every product change someone asks for.

SaaS 99

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

employee engagement employee experience employee feedback employee loyalty employee ownership employee-centric employeesImage courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?

How to Create Employee Engagement Surveys That Get Honest Answers

aircall

Team morale can be hard to gauge. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Are you more interested in business performance or personal morale? Relay Feedback.

Beware Of ‘The Complainers’!

Beyond Philosophy

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. Read our ebook, Unlocking The Hidden Customer Experience , to discover how companies have successfully used their customer complaints and feedback to change and improve their customer experience. When we’re in the UK, I complain about the chilly, dreary weather.

Morale 300

How Do You Keep Up With Customer Expectations?

Beyond Philosophy

Customer feedback and surveys can help with this, with the caveat that customers might not always be a reliable source, particularly when the influences are subconscious. Have you been to the Congo? If not, can you describe the weather? How about the vegetation?

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

You should consider onboarding, continuous training, career development, work-life balance, rewards and recognition, and soliciting feedback. My top advice for contact centers is to invest in the morale of the support team. It’s a noisy little planet we live on.

Make Life Easier for Your Entire Workforce

Aspect

The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.

Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important

Beyond Philosophy

That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

8 Vital Lessons from an Award-winning Supervisor

Call Center Coach

And with it known that 80% of people leave their jobs due to the relationship they have with their immediate supervisor, AND you’re in an industry with widespread issues with low-morale and high-turnover, the stakes are very high and the unfortunate industry standard has been that the immense burden is on individual supervisors to find their own way to success – quickly.”. Adriana Thompson – Contact Center Supervisor of the Year 2018.

Call Center Survey Questions for Better Customer Satisfaction

Comm100

While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. As you grow and expand your feedback process, you could consider looking at an external organization.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team.

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

The activities in this eBook can be great training materials to improve customer service or morale in your team. Customer feedback is very important and you should listen to customers to know where the system is failing.

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Customer Service Life

As support leaders, it can be challenging to keep team morale up when moving at this pace while issues persist. In an environment like this, it’s incredibly difficult to keep the team positive — not to mention our own morale.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too.

Creating a Positive Call Center Work Culture

Monet Software

Zappos If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning. Communication is key: when management listens to and welcomes feedback, and includes agents in decisions that affect the entire contact center, it makes for a more cohesive organization. To make customers happy, we have to make sure our employees are happy first.

5 Tips to Improve your Customer Care Service

Call Center Pros

Ask for their Feedback. Regular feedback from the clients is vital for delivering enhanced quality service. For developing and maintaining a pleasant relationship with the customers, you have to keep them happy, and for that purpose, it is vital that you take their feedback after every call. Similarly, a small award ceremony can be organized after every three months for boosting the morale of your customer support staff.

Agent Training On a Tight Schedule

Monet Software

It’s also a nice break away from the phones for the agent, and an opportunity to review performance and morale in-depth, rather than squeezing a lot of instruction into the 30-minute break of a typical workday.

8 Qualities of Effective Contact Center Agents

inContact

Additionally, agents influence the morale of their team. They want to be better, so they value feedback and use it to improve. Sure, life happens sometimes, but agents who are habitually unreliable not only impact performance but they also negatively impact the morale of their more reliable teammates. What if the only human interaction your customers have with your brand is through an agent working at your contact center?

How to Prepare Your Contact Center for the Holiday Rush

VHT

Examples of these core metrics include, but are not limited to: Call volume, average hold time, percentage of successful first call resolutions , customer feedback, and which methods of contact were used most often and which were used the least.

5 ways to retain your customer support staff

Kayako

Also, hold regular meetings with your team to collate and share the most popular and important pieces of customer feedback to the rest of the company. Give them clear examples and actionable feedback of why good or bad results occurred.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Measurement of schedule adherence is important, and ongoing feedback to agents is essential to improving productivity.

The Go-Getter’s Guide for Call Center Training

Dialer 360

Appreciate Great Customer Feedback Instantly. If your customers share the great and positive feedback, sharing it publicly or in the group is a smart idea. took the positive or negative feedback equally and use it to improve your services. Guide for great customer feedback.

The Top 3 Most Misleading Customer Service Statistics

B2B Customer Service Blog - TeamSupport

This is not only bad for team morale , but it’s terrible for customers since the complex questions that are being passed over are usually more vital to successful operations.

5 Must-Haves for a Successful Call Center Quality Program

CSR Inc.

At worst, it can do serious damage to agent morale and productivity. In addition to formal reviews, you or the QA firm will need to provide ongoing performance feedback. Positive Feedback Structure Many advocates of negative feedback believe it’s worth ruffling a few feathers to get results. While this can work better than keeping expectations a secret, we’ve found that predominantly positive feedback drives even stronger — not to mention measurable — performance.