Breaking the Ice Episode #11: Boosting Morale with Nate Brown

Customer Service Life

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.

Surprising Ways to Motivate Your Agents

Contact Center Pipeline

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.

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The Keys to Succeed: Eight Tips to Improve Contact Center Morale

The Center for Client Retention

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.

Amazing Business Radio: John DiJulius

ShepHyken

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.

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Trust is Important in the Contact Center

Call Center Weekly

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.

"Be Positive" is Not a Strategy

CX Journey

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.

Cultivating Effective Communication, Part 1

Brad Cleveland

When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Communication creates meaning and direction for people.

Common Causes of Turnover

Brad Cleveland

Get Ready For The Self-Driving Economy

Ian Jacobs

If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices. Autonomous transportation.

The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations

Brad Cleveland

Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center.

Common Causes of Turnover

Brad Cleveland

Do You Recognize the ‘unmet need’ to Engage Employees and Yourself

Beyond Morale

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?

Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. We all know that employee burnout and low morale negatively impact agent productivity and costs. Gamification in customer experience has been used for several years.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

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.

Customer Service and the Golden Rule

Call Center Weekly

The golden rule isn’t going to give all the answers, and it’s not a concrete moral guide. By Erica Mancuso Treating others as you would want to be treated is a practice of empathy.

"Follow the Leader" Featuring Bridget Horan

Call Center Weekly

Establishing a borderless community benefits employee morale, creates a culture of entrepreneurship, empowerment, and growth both for the employee and customer base. What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased.

I spend three hours every week working “on” my business. Do you?

Myra Golden Media

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.

Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

Over time, this will impact revenue, employee morale, and the ability to retain both customers and staff. By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so.

6 Extremes That Are Killing the Productivity of your Telecommuting Employees

Call Center Weekly

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Make the decision to trust this process before you begin, or risk sabotaging your team, their morale, and yourself.

Why Dreaming Big Isn’t Enough

Beyond Philosophy

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.

We love customer service week!

Ansafone

Managers have to be seen as part of the team in order to keep morale high. When done in tandem with other, behind-the-scenes, daily activities, these efforts go a long way in boosting morale and improving engagement. How to Celebrate Customer Service Week All Year.

Break Down #CX Barriers with Storytelling

CX Journey

One piece missing from this image is the addition of "And the moral of the story is." The moral of the story is. Image courtesy of Pixabay Have you used storytelling in your customer experience management journey?

10 Steps to a Better Agent Career Path

Call Center Coach

Not having a good agent career path is definitely one of the problems that contributes to low tenure and low morale. 10 Steps to a Better Agent Career Path.

Where Are You on The Spectrum of Agent Performance

Customer Relationship Metrics

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on.

BLOG-SIKORSKI’S THINK ABOUTS: Interior Design of Your Call Center

Sikorski's Think Abouts

Increased company morale. Throughout my career I have designed the physical interior layout of call centers from 5 to 500 agent seats across the globe. This next blog series will step you through the basic process of designing your center for efficiency and productivity.

Why do we celebrate Customer Servce Week?

Fenero

Companies around the globe raise awareness of this initative by incorporating activities to build morale for their employees and perks for their customers. National Customer Service Week is celebrated annually during a full week in October.

Beware Of ‘The Complainers’!

Beyond Philosophy

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.

Customization Can Wake Your Video Conferencing from the Dead

CafeX

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.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

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

The Human Experience (HX) – the result of all other experiences

ijgolding

I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless. There are certain things in life that are indisputable. Money does not grow on trees, is just one example.

The value of happier call center agents

TRUSTID

But if they’re asked to interrogate every call, it’s eventually going to impact their morale and level of service. How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations.

It’s Time to Be Honest About the People in Your Experience

360Connext

Morale, motivation, and consistency in performance go up. It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference.

How to Lower Abandon Rates and Improve the CX with One Solution [Webinar]

Fonolo

In this one-hour webinar you’ll learn how Velocity Credit Union reduced abandon rates by 62% and seized the opportunity to not only improve member satisfaction, but to increase employee morale and decrease turnover.

4 Reasons Why the Customer Is Always Right

Win the Customer

Business ethics is a group of morally correct actions that further a business’ reputation by treating customers and associates as human beings. We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course!

How to Deliver Great Customer Service in a Crisis [Live Discussion]

Fonolo

Consultant, Beyond Morale. On any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur.

10 Keys to Organic Growth via Customer Experience

ClearAction

Why it matters: Re-work, delays, scrap and morale costs for the company and for customers stem from processes out of sync with customer well-being. Why it matters: Chronic issues drain your company’s and customers’ precious funds, resources and morale, with numerous negative ripple effects.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

Overall, A well-trained and motivated team benefits your bottom line in terms of more sales and also improves team morale, branding message, employee churn, and business dynamics.

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