ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

Customer Service 318

Customer Service Employee engagement Morale Technology 318

ShepHyken

MAY 21, 2021

Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a healthy work-life balance requires the right tools and approach. . These five strategies will help your team thrive in a remote working environment: . Get Communication Right .

Customer Service 331

Customer Service Morale Management Customer Support 331

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. Was it worth training these employees or was it money down the drain?

Technology 130

Technology Personalization Customer Service Management 130

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 20, 2024

Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Think back to your latest amazing customer service experience. Maybe the rep gave you a refund without questions or quickly solved a technical issue. Good customer service is something we cherish.

Customer Service 168

Customer Service Chatbots Surveys Personalization 168

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

ShepHyken

MARCH 22, 2021

I have added my comment about each article and would like to hear what you think too. Forget Employee Experience. In the past few years, we’ve seen the concept of EX (Employee Experience) being brought into the business world. When you put it all together, that’s what you get. Forget Customer Experience.

Customer Service 338

Customer Service Best practices Marketing Customer Experience 338

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? But how can they achieve this?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TeamSupport

DECEMBER 20, 2023

Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Bottom line: Know your customer better than they know themselves.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. But how will AI tools effect that? Customers shriek at you all day.

Technology 76

Technology Coaching outsourcing Customer centricity 76

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. See here for more information on how to do this. To address this issue, COPC Inc. See Figure 2.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

JANUARY 25, 2024

If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Wait times 93

Wait times Feedback CRM Surveys 93

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Source: Deloitte Millennial Survey.

Management 162

Management Customer Service Best practices Entertainment 162

Fonolo

JUNE 1, 2021

Keeping an in-person team motivated is tough enough. But what do you do when half or more of your agents are working from another location? READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. This is just one of many reasons why your contact center needs to prioritize agent engagement.

Contact Center 155

Contact Center Employee engagement Technical Support Personalization 155

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy.

Call Center 140

Call Center Morale Gamification Employee engagement 140

CSM Magazine

MARCH 6, 2024

A growing number of companies have started to use software to monitor how their teams work and how much they achieve in a given timeframe. Tools like these can help improve efficiency and output by providing insights into daily operations. This can create a more positive and motivated workplace atmosphere.

industry standards 52

industry standards Benchmark Coaching Accountability 52

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Turn your podcast down, and turn this article up to eleven. Learn more about Sheri and CRMXchange here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ClearAction

JANUARY 8, 2024

Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX). Anything you do that bothers customers costs you! Anything you do that bothers employees or partners costs you!

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Expivia

MARCH 7, 2022

When it comes to employee motivation, money isn’t always the answer. Of course, you should pay your agents well for their work. But, even well-paid employees can burn out. And if their productivity suffers, you lose money. Psychic income is more than just having a positive work culture.

Construction 98

Construction Morale Feedback Coaching 98

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing.

Management 89

Management Contact Center Coaching Employee engagement 89

Fonolo

NOVEMBER 24, 2022

What’s motivating your contact center? Perhaps you have an established set of goals and objectives for your call center operations — but when was the last time you updated them? If it’s profits alone that guide you in setting your goals and objectives, you have some work to do!

Call Center 147

Call Center Gamification Abandon rate Outbound sales 147

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us. Help Employees Connect.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. However, delivering excellent customer service requires more than just hiring people and having the necessary tools. The result? This is essential to building long-term customer relationships.

Upselling 52

Upselling SaaS Advertising Marketing 52

SharpenCX

DECEMBER 8, 2021

Remote work, though in many ways beneficial, brings with it unique challenges for both employees and employers. . As illustrated in the graph below from Buffer’s State of Remote Work Report , remote employees primarily struggle with collaboration, communication, and loneliness while working from home.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." You can download the complete study here.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Fonolo

JUNE 8, 2021

Look around your call center. Do your agents seem tired, frustrated, or fed up with work? This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.

Call Center 133

Call Center Morale Contact Center Technology 133

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. Engaged employees form the backbone of any organization.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Anexa BPO

NOVEMBER 28, 2023

According to a recent McKinsey analysis of talent trends , age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. However, age groups vary in how they rank motivators.

Marketing 52

Marketing Management Personalization 52

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Fortunately, there are several strategies you may use to raise the performance of your workforce.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

SharpenCX

DECEMBER 13, 2021

employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. .

virtual call center 128

virtual call center Call Center Metrics Coaching 128