INDUSTRY INSIGHTS YOUR PEERS ARE READING
Call Center Contact Center Customer Experience Customer Service Retail call-center call-center-agent call-center-management contact-center employee-moraleCall centers have become notorious for possessing one of the highest employee attrition rates of any industry. MORE
Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. Call Center Customer Experience Customer Service abandon-rates agent-morale call-back-solution credit-union eliminate-hold-time legacy-call-center-system MORE
Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Contact center stress is the bane of B2C companies across the globe. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.]. Read More. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software. MORE
The post How to Keep Agent Morale High (Even After Customer Service Week Ends) appeared first on Sharpen Contact Center Software. Snap your fingers, and Friday will be here. October 5 marks the end of this year’s Customer Service Week. MORE
Schedule Adherence absenteeism adherence agent scorecards attendance attrition call center contact center employee engagement poor morale workforce managementAbsenteeism is a pain, we all know that. MORE
Building trust with your agents will make a world of difference in morale, team performance and attendance. Most always, agents will say leadership is lacking in three key areas: Support Transparency Honesty Not paying attention to the cares of the team, deflates morale and kills productivity. MORE
It’s also a great opportunity for companies to loosen up the day-to-day business atmosphere, encourage employees to have fun, and boost morale Halloween is a great time to decorate, wear a costume, and let your personality (or alter ego) out into the light for a day. MORE
Check out your employee morale rate for a hint! Not sure how to increase your NPS? Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Customer Experience MORE
Better employee morale. Office morale will increase as skills progress and call handlers start performing better, ultimately helping the business perform better, too. Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. MORE
Done right, it also improves morale and employee retention. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. MORE
Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment. MORE
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. If […]. Customer Experience Technology MORE
Improves employee morale. Fair and unbiased feedback improves agent morale. Gamification Workforce Engagement BOOMERS EMPLOYEE ENGAGEMENT FEEDBACK GAMIFICATION GEN X GEN Z MILLENNIALS MORALE MORE
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. MORE
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. When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. MORE
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. App Employee Engagement Internal Customers employee engagement employee morale rock star culture MORE
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. Employee engagement continues to top the lists of management challenges—and with good reason. MORE
The results will be manifested in your team’s morale, your customer experience, and in you! I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P. MORE
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! The post 15 Ideas for Halloween Office Party Games and Activities to Booooost Your Customer Service Morale! MORE
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? MORE
A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Are your agents happy, or happy enough? Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. We have to talk about agent experience [.]. Read More. The post Don’t Settle for Satisfied Agents appeared first on Sharpen Contact Center Software. Customer Experience MORE
Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale. This freedom certainly benefits customers due to a more conversational (and potentially helpful) interaction, but it also provides a benefit for employee morale. The post Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale appeared first on MORE
This provides an opportunity for higher sales, a boost in employee morale, and brand loyalty. Amazing Business Radio Show Customer Experience brand loyalty employee experience employee moraleJohn DiJulius on Secret Service & The Customer Service Revolution. MORE
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. MORE
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. MORE
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. So, how do you improve employee morale and motivation? Low Morale Indicator #1: Lack of Initiative. Low Morale Indicator #2: Rumor Mills. MORE
Customer Service Question: What tips do you have for scheduling customer service teams without ruining morale? In episode 54 we first share our favorite international dining experiences. MORE
Learn to reduce agent stress and why improving morale is essential to delivering excellent customer service. [.]. The post Morale: Your Best Weapon Against Contact Center Stress appeared first on Sharpen Contact Center Software. Read More. Customer Experience MORE
Customer Service Question: What’s the best way to boost morale in the contact center? The post Breaking the Ice Episode #11: Boosting Morale with Nate Brown appeared first on Customer Service Life. MORE
Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. It’s not top-secret news that agent retention is a problem in contact centers. We know that attrition is taxing on contact centers, but why is. Read More. MORE
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. MORE
Agent Motivation call center contact center employee engagement morale motivationI love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. MORE
Either the employees immediately recognize the “goal” as a meaningless mission statement that they feel no particular desire to follow through on, or they try to “wow” everyone and fail, leading to poor morale and a perception that they’ve failed. MORE
The post 6 Contact Center Tips to Boost Agent Morale appeared first on Sharpen Contact Center Software. MORE
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. MORE
And this is what destroys contact center morale? The Truth on Morale. When agents are hired, their morale is high and they are engaged. They are the ones that can turn the expectations that build and sustain high morale into reality. MORE
Morality and Customer Loyalty by Patrick Barney. Customer Care Customer Experience Customer Loyalty customer data customer experience statistics moralityEach week I read a number of customer service and customer experience articles from various resources. MORE
Contact Center Events Contact Center Performance agent to supervisor development Avaya Jens Eckels morale supervisor success path turnover“Just hold it together for one more year!” MORE
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? MORE
And now through our moral and ethical commitment we must Read More. Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution. MORE
For many, managing morale and employee engagement in a contact center is a complete mystery. UNTIL NOW – Managing morale and employee engagement in a contact center was a complete mystery. MORE
Morale Related Topics Call Center Coach
AUGUST 16, 2018
And this is what destroys contact center morale? The Truth on Morale. When agents are hired, their morale is high and they are engaged. They are the ones that can turn the expectations that build and sustain high morale into reality.
Customer Service Life
MAY 17, 2017
Customer Service Question: What’s the best way to boost morale in the contact center? The post Breaking the Ice Episode #11: Boosting Morale with Nate Brown appeared first on Customer Service Life.
Omnicus
MAY 15, 2018
Check out your employee morale rate for a hint! Not sure how to increase your NPS? Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Customer Experience
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. So, how do you improve employee morale and motivation? Low Morale Indicator #1: Lack of Initiative. Low Morale Indicator #2: Rumor Mills.
SharpenCX
AUGUST 1, 2018
The post 6 Contact Center Tips to Boost Agent Morale appeared first on Sharpen Contact Center Software.
SharpenCX
OCTOBER 2, 2018
The post How to Keep Agent Morale High (Even After Customer Service Week Ends) appeared first on Sharpen Contact Center Software. Snap your fingers, and Friday will be here. October 5 marks the end of this year’s Customer Service Week.
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SharpenCX
JANUARY 30, 2018
Learn to reduce agent stress and why improving morale is essential to delivering excellent customer service. [.]. The post Morale: Your Best Weapon Against Contact Center Stress appeared first on Sharpen Contact Center Software. Read More. Customer Experience
Contact Center Pipeline
OCTOBER 25, 2018
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.
Contact Center Pipeline
OCTOBER 25, 2017
Agent Motivation call center contact center employee engagement morale motivationI love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent.
Contact Center Pipeline
JANUARY 16, 2019
Schedule Adherence absenteeism adherence agent scorecards attendance attrition call center contact center employee engagement poor morale workforce managementAbsenteeism is a pain, we all know that.
Outsource Consultants
JULY 17, 2018
Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale. This freedom certainly benefits customers due to a more conversational (and potentially helpful) interaction, but it also provides a benefit for employee morale. The post Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale appeared first on
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ShepHyken
DECEMBER 24, 2018
Morality and Customer Loyalty by Patrick Barney. Customer Care Customer Experience Customer Loyalty customer data customer experience statistics moralityEach week I read a number of customer service and customer experience articles from various resources.
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. App Employee Engagement Internal Customers employee engagement employee morale rock star culture
Call Center Coach
AUGUST 17, 2018
Contact Center Events Contact Center Performance agent to supervisor development Avaya Jens Eckels morale supervisor success path turnover“Just hold it together for one more year!”
Fonolo
FEBRUARY 14, 2019
Call Center Contact Center Customer Experience Customer Service Retail call-center call-center-agent call-center-management contact-center employee-moraleCall centers have become notorious for possessing one of the highest employee attrition rates of any industry.
Noble Systems
FEBRUARY 4, 2019
Improves employee morale. Fair and unbiased feedback improves agent morale. Gamification Workforce Engagement BOOMERS EMPLOYEE ENGAGEMENT FEEDBACK GAMIFICATION GEN X GEN Z MILLENNIALS MORALE
ShepHyken
JUNE 14, 2016
This provides an opportunity for higher sales, a boost in employee morale, and brand loyalty. Amazing Business Radio Show Customer Experience brand loyalty employee experience employee moraleJohn DiJulius on Secret Service & The Customer Service Revolution.
Comm100
OCTOBER 23, 2017
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! The post 15 Ideas for Halloween Office Party Games and Activities to Booooost Your Customer Service Morale!
Fonolo
NOVEMBER 8, 2017
Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. Call Center Customer Experience Customer Service abandon-rates agent-morale call-back-solution credit-union eliminate-hold-time legacy-call-center-system
Call Center Coach
OCTOBER 22, 2018
For many, managing morale and employee engagement in a contact center is a complete mystery. UNTIL NOW – Managing morale and employee engagement in a contact center was a complete mystery.
Fonolo
OCTOBER 26, 2017
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.
Beyond Morale
SEPTEMBER 20, 2011
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?
CX Journey
JANUARY 8, 2015
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.
Contact Center Pipeline
SEPTEMBER 13, 2018
In the contact center, recognition for a job well done does wonders for boosting morale and motivation.
Contact Center Pipeline
DECEMBER 12, 2018
Done right, it also improves morale and employee retention. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis.
Contact Center Pipeline
JULY 11, 2018
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. Employee engagement continues to top the lists of management challenges—and with good reason.
SharpenCX
OCTOBER 9, 2018
Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. It’s not top-secret news that agent retention is a problem in contact centers. We know that attrition is taxing on contact centers, but why is. Read More.
Win the Customer
JUNE 23, 2015
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. If […]. Customer Experience Technology
Myra Golden Media
JANUARY 4, 2018
The results will be manifested in your team’s morale, your customer experience, and in you! I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P.
Call Center Weekly
JULY 24, 2017
Building trust with your agents will make a world of difference in morale, team performance and attendance. Most always, agents will say leadership is lacking in three key areas: Support Transparency Honesty Not paying attention to the cares of the team, deflates morale and kills productivity.
Customer Service Life
APRIL 11, 2018
Customer Service Question: What tips do you have for scheduling customer service teams without ruining morale? In episode 54 we first share our favorite international dining experiences.
Beyond Philosophy
JULY 5, 2017
Either the employees immediately recognize the “goal” as a meaningless mission statement that they feel no particular desire to follow through on, or they try to “wow” everyone and fail, leading to poor morale and a perception that they’ve failed.
CallSource Insights
SEPTEMBER 18, 2018
Better employee morale. Office morale will increase as skills progress and call handlers start performing better, ultimately helping the business perform better, too. Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too.
CafeX
OCTOBER 30, 2017
It’s also a great opportunity for companies to loosen up the day-to-day business atmosphere, encourage employees to have fun, and boost morale Halloween is a great time to decorate, wear a costume, and let your personality (or alter ego) out into the light for a day.
SharpenCX
JULY 24, 2018
A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Are your agents happy, or happy enough? Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. We have to talk about agent experience [.]. Read More. The post Don’t Settle for Satisfied Agents appeared first on Sharpen Contact Center Software. Customer Experience
Beyond Philosophy
JUNE 12, 2017
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. When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales.
Customer Experience Matters
JANUARY 15, 2018
And now through our moral and ethical commitment we must Read More. Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.
aircall
JANUARY 28, 2019
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?
SharpenCX
JUNE 15, 2018
Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Contact center stress is the bane of B2C companies across the globe. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.]. Read More. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software.
Call Center Weekly
OCTOBER 9, 2017
Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment.
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