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? Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? What if this colleague was then excluded from all strategy meetings and decision-making? But the truth is everybody in CX has this colleague – it’s the customer.

Morale 142

Morale Feedback Upselling Surveys 142

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. Call monitoring personnel need to know what they’re looking for, such as mirroring techniques, and accurately rate each contact based on how well the agent meets expectations. Rate It to Make It.

Call Center 71

Call Center Personalization Scripts Morale 71

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 236

Employee engagement Morale Personalization Customer Experience 236

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

SharpenCX

JUNE 10, 2021

Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. 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. Start with coaching and training.

Morale 67

Morale Call Center Contact Center Coaching 67

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. When Workforce Management Meets Employee Engagement. Customers won’t have to jump from person to person just to get the help they need. They’re empowered to answer customer questions.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

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

Outsource Consultants

JUNE 6, 2022

Most chat software allows for not only one-on-one communication between employees but also collaborative groups based on department or topic, or team-building ones surrounding personal interests. When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting.

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. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 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

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

ProProfs Blog

NOVEMBER 20, 2020

In fact, with an anonymous survey, you can get honest and personal information. 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. Recognition and Reward.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

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

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

Beyond Philosophy

FEBRUARY 27, 2017

He personally visits hotels and thanks employees for their work. He holds town hall meetings to update staff on the company and recognize high performing employees. The company is also credited with helping employees achieve personal goals such as living abroad.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Steve DiGioia

OCTOBER 3, 2016

If not, how long can you afford to be without the person that was your best seller, the one that needed little motivation and the one that mentored the younger staff? According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Not very long. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

Myra Golden Media

JULY 29, 2019

These are all signs that we’re burned out or morale is very low. I’ve had depleted employees, and I’ve been the used up person (even in my current position). Utterly exhausted one Friday at 3:00 pm, I had one of my employees attend a meeting in my place. Highlight What They Do Well.

Customer Service 184

Customer Service Morale Call Center Management 184

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. Also, give your agents some freedom in how they personalize their space. Host regular meetings to listen to your agents’ feedback, observations, and opinions.

Call Center 148

Call Center Morale Best practices Contact Center 148

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. Agents who want to move into a management position will feel genuinely appreciated by the company and its commitment to their personal growth.

Morale 67

Morale Call Center Contact Center Education 67

Steve DiGioia

AUGUST 1, 2016

His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Too Many Meetings. Meeting after meeting comes and goes and still there is no difference. What do you even talk about at these meetings?

Morale 0

Morale Airlines Management Accountability 0

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? I went to the executive leadership meeting and presented my proposal. I went to the executive leadership meeting and presented my proposal. HR came to me to ask what to do.

Personalization 51

Personalization Management Morale Engineering 51

Beyond Philosophy

OCTOBER 28, 2021

With all of these factors working together, Customer Science can help organizations anticipate customers’ needs and build experiences that meet them. Carbone agrees, adding that every company has a moral obligation to create value. If we lose creating value in personal relationships, we lose it all. .

Customer Experience 244

Customer Experience Morale Consulting Consulting 244

Fonolo

OCTOBER 13, 2022

At any given moment, your scheduled staff may be attending a meeting, taking a break, or arriving late because their kid missed the bus and they had to drive them to school. Let’s say a part-time agent is scheduled for 20 hours in a week, and spends 4 hours doing other tasks: the shrinkage rate for that person is 4/20 or 20%.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

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. Be personal No-one likes being treated as a number, rather than as an individual.

Multichannel 59

Multichannel Customer Service Morale Self service 59

Fonolo

JULY 14, 2020

Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale. One bonus of boosting morale by offering your call center agents flexible shifts is increased productivity.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Quality Contact Solutions

SEPTEMBER 14, 2022

Providing these questions to the other party ahead of time might help them understand the objectives and come to the interview/meeting better prepared. This person or team will be able to look at the program with a fresh set of eyes and be objective in the evaluation of the telemarketing program.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Calltools

MARCH 20, 2024

Each interaction teaches the AI how to improve and personalize customer experiences. It could also improve employee morale by letting them concentrate on interesting problems instead of fulfilling the same requests repeatedly. The AI will find the pertinent information and generate a response the average person can understand easily.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Nicereply

APRIL 6, 2022

As much as possible, they should refrain from re-routing a caller to a different person where they’ll have to explain the situation again. Boost morale with regular one-on-one checkpoints. Boost morale through employee recognition, which could be as simple as a little shoutout or acknowledgment. Foster togetherness.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. 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. Have some fun!

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

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. Performance meetings. Team meetings. Here’s what one of our clients had to say about Fonolo’s Voice Call-Backs.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

CCNG

FEBRUARY 1, 2023

Usually, one day is reserved for team meetings and associates are asked to come in on an additional day of their choice. Positions that do not meet these criteria may not turn up in their searches. It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

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. A pat on the back and applause virtually can go a long way in boosting your sales agents’ morale.

Sales 52

Sales Management Morale Employee engagement 52

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. Skills to Develop. Confidence : Adriana mentioned she struggled with it, as so many new and tenured supervisors do.

industry standards 257

industry standards Contact Center Morale Call Center 257

JustCall

APRIL 15, 2024

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. This lack of work-life balance impacts agents’ overall well-being and personal relationships.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CSM Magazine

MAY 19, 2023

Staff training sessions can also boost staff morale and equip them with up-to-date information about new products. Create a Personal Touch Art is a highly-personalized subject, and thus your customers prefer to buy from people they know and trust. Customer service is a critical aspect that every art shop should prioritize.

Customer Service 52

Customer Service Morale Feedback Personalization 52