Anexa BPO

AUGUST 21, 2020

Investing your time and resources into developing more effective management skills will pay dividends in the long term of your enterprise. Miscommunication can often lead to disappointment and a subsequent loss of morale and momentum. . To achieve this, a manager must know and trust each employee. . The Pomodoro Technique. .

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Morale Management Enterprise Surveys 40

SharpenCX

APRIL 28, 2020

Gallup found that managers have the power to outline strategies that make the biggest difference in team morale. As a call center manager, you can play a major role in building morale on your team, no matter where they’re working. Volunteer together through an online charity project instead of an in-person event.

Morale 90

Morale Call Center Coaching Contact center software 90

JustCall

NOVEMBER 24, 2022

This leads to higher turnover, less stress, and better morale in the workplace. Whether your call center handles customer service or sales, recognition from customers, managers, and peers is an important aspect of motivating and retaining your employees. Create Growth Opportunities. How to Design a Call Center Incentive Program.

Morale 52

Morale Call Center call center workforce Metrics 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. According to a report , about 71 percent of consumers expect companies to deliver personalized interactions.

call center software 59

call center software Scripts Call Center Personalization 59

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

ProProfs Blog

MAY 13, 2020

That gap is called Personalization. Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service.

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Personalization Customer Service Self service Feedback 167

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. If you’re in the midst of the call center craziness and your hair is graying as a result, this picturesque level of workforce management likely feels like a dream. Obviously, that would be ideal. Take a breath.

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Employee engagement Morale Management Contact Center 76

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. This one is simple.

Morale 81

Morale Contact Center Call Center Feedback 81

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

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Call Center Management Agent burnout Employee engagement 150

ProProfs Blog

MAY 13, 2020

That gap is called Personalization. Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service.

Personalization 148

Personalization Customer Service Self service Feedback 148

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. Hassan Alnassir.

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Call Center Management Scripts Coaching 182

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. What is Conversational AI?

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Contact Center Interactive Voice Response Virtual Agent Management 88

Myra Golden Media

APRIL 28, 2021

The power of reinforcement helps keep new remote agents connected to personal and company success. Designate time to play virtual games to build teamwork and morale. Being outside of the office does not mean effective contact center management should be compromised. Voicing grievances negatively affects morale.

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Customer Service Morale Contact Center Call Center 317

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. Yep, it’s the linchpin of employee engagement, too! Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Contact Center Pipeline

AUGUST 10, 2021

I pause to allow the other person on the line to speak. The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

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Contact Center Management Personalization Agent burnout 208

Andrew Mcfarland

SEPTEMBER 24, 2022

When choosing a career in project management, consider what the ideal candidate looks like. This article will outline a project manager’s most essential qualities and traits, including the ability to coordinate multiple communication channels and a strong personality. The first one is leadership.

Management 62

Management Morale Accountability Education 62

Andrew Mcfarland

SEPTEMBER 25, 2022

When choosing a career in project management, consider what the ideal candidate looks like. This article will outline a project manager’s most essential qualities and traits, including the ability to coordinate multiple communication channels and a strong personality. Managing a budget. Soft skills.

Management 62

Management Morale Accountability Education 62

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

Steve DiGioia

APRIL 17, 2023

Morale suffered. And certainly, by way of his actions, never created positive morale within his team. Even if they don’t personally jump in, they make arrangements to get the help needed and find ways to ease the rush of work. And the manager(s) have to deal with this. 2 RELATED POSTS: What Does Management Want From You?

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Morale Sales Personalization Management 147

ShepHyken

APRIL 29, 2020

He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits. For example, if you are an optimistic person, you may be showcasing that side of your personality more than ever. I’m a very optimistic person, yet I’m also a realist. It’s easy to be classy when times are good.

Morale 292

Morale Advertising Healthcare Personalization 292

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

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Is a particular manager not explaining an updated process clearly, leaving the team feeling tentative?

Call Center 71

Call Center Personalization Scripts Morale 71

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. Agent apathy is a common problem but one that doesn't come out of nowhere; it typically builds up over time.

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Morale Contact Center CCNG Agent burnout 195

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

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. AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance.

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Customer Service Employee engagement Chatbots Morale 156

Talkdesk

MAY 21, 2020

It all starts with a better employee experience for agents, managers and administrators. While there are many factors that influence the employee experience, making this vision a reality requires the right technology for workforce engagement management. Onboarding, training and coaching can no longer take place in-person.

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Management Employee engagement Morale Contact Center 109

Natalie Petouhof

JANUARY 9, 2018

Tweet I was working for a company that had found themselves in a situation where they had poor morale. The Cost of Low Employee Morale? Calculating the Cost of Low Employee Morale and Attrition. And this was my first experience in organizational change management! HR came to me to ask what to do.

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Personalization Management Morale Engineering 51

ShepHyken

DECEMBER 28, 2021

How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

Morale 179

Morale Consulting Consulting Coaching 179

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

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. On a personal level, complaining too much is bad because it reinforces negative thoughts and makes people dread being around you. Has complaining affected your business and personal life?

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Morale Consulting Consulting Engineering 377

ShepHyken

SEPTEMBER 24, 2023

Of course, there’s no way to know for sure how another person feels, but everything — from providing customer service to helping members find what they’re looking for — seems to come easier to Costco employees. But honoring is bottom line about how a person is treated.

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Customer Service Morale Surveys Consulting 171

Balto

MAY 31, 2022

Considering that remote agents are more isolated from their coworkers and managers, how does their script usage and the benefits they garner from scripts change? The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above. Hybrid agents closely followed (3.68).

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Scripts Personalization Contact Center Morale 52

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. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. And, it all starts with motivation.

Morale 67

Morale Call Center Contact Center Coaching 67

ShepHyken

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale.

Morale 142

Morale Feedback Upselling Surveys 142

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.

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Morale Gamification Contact Center Quality management 78