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

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. True customer loyalty extends beyond transactional interactions and loyalty programs.

Customer centricity 211

Customer centricity Morale Feedback Customer Experience 211

Anexa BPO

AUGUST 21, 2020

Miscommunication can often lead to disappointment and a subsequent loss of morale and momentum. . As laid out above, improving employee morale and implementing various work methods can have a direct influence on productivity and efficiency in the workplace. .

Morale 40

Morale Management Enterprise Surveys 40

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. Here’s how. #1 1 By the Numbers. QA delivers clear, quantitative feedback agents can build on.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? LOW MORALE Providing agents with the opportunity to give honest feedback can do wonders for addressing employee apathy that is the result of low office morale.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Steve DiGioia

AUGUST 13, 2020

It’s also a part of progressive discipline intended to identify and correct the actions of an employee when they fail to meet the standards laid out by company policy. If not, 3 things happen: Employee morale will suffer (but we both know it’s probably already happening). Deadwood employees must go, and quickly.

Morale 299

Morale Management 299

CSM Magazine

APRIL 29, 2024

Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Flexibility Meets Efficiency In a hybrid model, the physical distance created by remote work is bridged by digital connectivity, ensuring that collaboration and communication remain uninterrupted, regardless of location.

Customer Experience 52

Customer Experience Morale Scripts Customer Service 52

SharpenCX

JUNE 10, 2021

Or, pick a night to meet up and play board games or host a virtual trivia competition. Build it into your team’s weekly routine with dedicated time for kudos in team meetings. Boosting morale and increasing motivation can reduce attrition, increase customer retention, and drive performance.

Morale 67

Morale Call Center Contact Center Coaching 67

Steve DiGioia

JUNE 21, 2021

Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter. The moral of this story…. I got that deer-in-the-headlights look from some. In time, this will improve with more confidence and training.

Morale 299

Morale Customer Service Management 299

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

ShepHyken

NOVEMBER 15, 2023

What if this colleague was then excluded from all strategy meetings and decision-making? 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 144

Morale Feedback Upselling Surveys 144

SharpenCX

JUNE 2, 2020

When Workforce Management Meets Employee Engagement. But, when you get agent input and use workforce engagement management techniques to craft your schedules, you can fit your schedules to meet your customers’ needs and your agents’ needs. How on earth do you reach this level of nirvana?

Employee engagement 76

Employee engagement Morale Management Contact Center 76

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

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Meet and Greets: If you want your employees to feel like rock stars, have them meet their “fans,” also known as customers.

Employee engagement 237

Employee engagement Morale Personalization Customer Experience 237

Steve DiGioia

JULY 9, 2020

Sitting in your corner office meeting with your underlings to hash out the keenest way to cut costs or modify your pricing strategy to allow for a percentage point savings here and there. Employee morale is second to meeting budget. But now look at you. Receiving a quarterly bonus is now your benchmark to business success.

Morale 147

Morale Benchmark Advertising Surveys 147

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. Applicants applying to multiple positions with a potential employee will typically accept an offer for the one that meet a handful of criteria, with pay being the top one. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

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

CSM Magazine

JUNE 29, 2020

Typical ways to make efficiency savings include discontinuing team meetings and making layoffs. Creating strict agendas for team meetings can ensure key messages are expressed in less time, for instance. Before taking such steps, consider how you might strike a middle ground.

Morale 52

Morale Customer Service Feedback Call Center 52

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.

Morale 119

Morale Banking Surveys Customer Service 119

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

SharpenCX

APRIL 29, 2020

To meet the sky-high expectations of today’s customers, agents need to be engaged at work. Account for agent 1:1s, team meetings and performance conversations with supervisors, too. But we had monthly company meetings and culture committee groups. Because modern WFM is shifting. Plan for downtime, ahead of time.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. A fun work environment can reduce absenteeism, improve productivity, and boost morale.

Call Center 140

Call Center Morale Gamification Employee engagement 140

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

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

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. Open integrations give you the freedom and flexibility to build custom solutions that meet your unique business needs, so you can streamline your entire customer journey. And, ask them these 101 questions, so you can be sure they meet your unique business needs.

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. Open integrations give you the freedom and flexibility to build custom solutions that meet your unique business needs, so you can streamline your entire customer journey. And, ask them these 101 questions, so you can be sure they meet your unique business needs.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Call Design

SEPTEMBER 22, 2020

By implementing a flex-schedule, you can ensure that your team is working the hours they need to work while improving the quality of their and the overall morale of your team. Increases Morale. The job of a contact centre agent isn’t easy, but there are ways to increase morale throughout your organisation. Improves Efficiency.

Morale 78

Morale Personalization Management Customer Service 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

VirtualPBX

APRIL 1, 2021

Try something new in your company meetings! Keep the production and efficiency high and your meetings short with our new Video Conference Survivor feature. You can vote your colleagues out of a meeting for any reason you want: It’s nothing personal, but maybe that speech has lasted a little too long. Vote them off!

Morale 98

Morale Metrics Personalization 98

Steve DiGioia

OCTOBER 3, 2016

According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Less qualified employees, especially management, will undermine employee morale. Social media will document the failed attempts to meet your customer’s needs. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

Outsource Consultants

DECEMBER 15, 2022

Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. Here are some ways to reduce attrition and meet the new expectations of agents. Rewarding staff appropriately is a great way to show your company’s appreciation and to keep morale high.

Morale 67

Morale Call Center Contact Center Education 67

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

Steve DiGioia

AUGUST 1, 2016

Too Many Meetings. You can’t hold people accountable when they spend most of their time in meetings and taken away from their primary responsibility of managing their departments. Meeting after meeting comes and goes and still there is no difference. What do you even talk about at these meetings? I assume not.

Morale 0

Morale Airlines Management Accountability 0

Steve DiGioia

MAY 9, 2016

But your employees don’t work hard for you, they talk behind your back and morale is poor. 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. The fastest way to kill morale, so stop doing it. You’re the boss.

Morale 0

Morale Feedback Management 0

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

Callminer

JUNE 21, 2017

As previously mentioned, the target of focus for call center is primarily to meet customer expectations. Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers.

Best practices 174

Best practices Call Center Morale Coaching 174

Myra Golden Media

JULY 29, 2019

These are all signs that we’re burned out or morale is very low. Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. Utterly exhausted one Friday at 3:00 pm, I had one of my employees attend a meeting in my place.

Customer Service 184

Customer Service Morale Call Center Management 184