CX Global Media

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. But because of not having a clear Supervisor Success Path is it really any wonder that morale and turnover are such a problem in the contact center industry? This Is What Destroys Contact Center Morale – Click to Tweet .

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Monet Software

NOVEMBER 11, 2020

That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. . Consistent call center workforce engagement (WFE) is the best way to foster morale over the long haul.

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Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […]. Leadership call center contact center culture leadership role modeling values workplace ethics

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Ansafone

MAY 27, 2020

Positive morale is an important element during a national crisis. While most people are distressed, it is the leaders’ role to keep the business foundation stable, its staff morally sound, and operations smoothly. There is no doubt that the COVID 19 pandemic has changed the lives of people living in the United States and around … Fostering Team Morale During the Pandemic Read More » The post Fostering Team Morale During the Pandemic appeared first on Ansafone Contact Centers.

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Advertisement

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Contact Center

Steve DiGioia

JUNE 20, 2016

Employee morale is at an all-time low. Is that the reason for poor employee morale? The post Encouragement = the “Miracle Grow” of Employee Morale appeared first on Steve DiGioia and was written by Steve DiGioia. Management bad leader dale carnegie employee encouragement employee engagement employee morale miracle growThis original article was written by Steve DiGioia.

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NobelBiz

SEPTEMBER 1, 2020

The post Call Center Rewards and Recognition Ideas to Boost Team Morale appeared first on NobelBiz®. We gathered 6 efficient and innovative call center recognition ideas to help you motivate your agents and keep their energy up.

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LiveVox

DECEMBER 21, 2020

The post 4 Ways To Combine AI and the Agent Experience to Boost Morale appeared first on Livevox. Customer service is a tough industry, and the contact center industry in particular is notorious for employee burnout.

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Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? In other words, are you leading morale for great customer service? Here are the key modern day leading morale steps to guide you. Start by Removing These 9 Morale Killers. This kills morale and performance. When one team member is always late, takes long lunches, and does the minimum required, it affects morale and performance of the whole team. Morale is a critical emotion.

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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. The post 5 Ways Quality Assurance Improves Employee Satisfaction and Morale appeared first on Monet Software. Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too!

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CSM Magazine

JANUARY 2, 2020

If we were to roll back the decades, there was almost no such thing as a “low morale team” Employees accepted their environment, good or bad, and that was the end of the matter. Bearing this in mind, if you are heading up a team who you think is lacking in the morale department, today’s post is for you. One of the big problems about “low morale teams” is that the reasons aren’t universal.

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Team Support

APRIL 10, 2020

Especially in an era of remote work, it can be difficult to manage the morale of your customer support team. So, what happens when the model of an in-office support team is flipped to a fully remote operation, and how does this change impact the morale of not only your team but also your customers? Let’s look at some ways keeping customer support morale high influences CX (customer experience) and reduce churn.

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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. Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support.

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Anexa BPO

AUGUST 21, 2020

Miscommunication can often lead to disappointment and a subsequent loss of morale and momentum. . You will significantly increase employee morale and productivity if you offer team members the autonomy to decide when they work (so long as they meet performance standards), instead of forcing them to choose between work and their personal lives and/or mental health. Furthermore, when morale is boosted, the quality of work will be much higher as a result.

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ChaseData

JULY 18, 2019

Summer is one of the worst times of the year for that bored, restless feeling to settle in and call center employee morale to take a downturn. Here are a few helpful hints for improving summertime call center employee morale - and keeping things cheerful no matter what the seasons bring! With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats.

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Provide Support

JUNE 13, 2017

How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company. Articles Employees' Morale

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CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Whether your business measures efficiency in transactions per hour, calls per minute or subscriptions per month, encouraging staff to do more is a constant challenge. Every coin has two faces, and the customer services efficiency dilemma is much the same.

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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

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A Better Answer

FEBRUARY 25, 2020

When managing a call center, the ultimate goal is to interface with vendors and customers in a highly productive fashion. Because it’s a pivotal part of building and retaining relationships that’ll ultimately help boost the company’s reputation and brand visibility

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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. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. I am […].

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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.

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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

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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. For this reason, it is essential that employers foster a positive work environment, and put effort into improving contact center morale so that agents are given the tools they need to succeed.

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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. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship. Customer Experience

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SharpenCX

AUGUST 1, 2018

The post 6 Contact Center Tips to Boost Agent Morale appeared first on Sharpen Contact Center Software. When you’re overwhelmed and it feels like every customer interaction is one that needs undivided attention, it may be easy to think the answer is locking your agents down until they solve every remaining customer problem. Whew, no more customer problems? Now, that would be a relief, wouldn’t it? Except that’s not the way it [.]. Read More.

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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. Before I knew how to handle it, I watched it do real damage to teams and organizations. It usually starts with increased attrition and distracted and disengaged employees, and ends with poor performance and spiraling customer satisfaction. In this […].

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Morale Customer Service Employee engagement Feedback 118

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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Steve DiGioia

OCTOBER 12, 2020

Seventy-one percent said being micromanaged interfered with their job performance while 85 percent said their morale was negatively impacted. Employee morale. 3 Ways to Improve Teamwork and Employee Morale.

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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. But, that doesn’t mean you start fresh next week with your list of priorities and go back to the norm. Read More. Agent Experience Customer Experience

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Robert Davis

NOVEMBER 4, 2019

This is a very common challenge in contact centers and leads to missed KPIs, low morale and high attrition. Morale improved and attrition declined. Would you like to realize giant gains in performance and morale and lower attrition? Resources agent call center operations call center training coaching consulting contact center lower attrition morale supervisorBy Bob Davis , Founder and CEO, Robert C. Davis and Associates.

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SharpenCX

JUNE 2, 2020

The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen. Picture this: Every day, your agents come to work to find interactions that totally match their skills. They’re empowered to answer customer questions. And they’re the experts on the needs of your customers.

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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. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism.

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Contact Center Pipeline

DECEMBER 5, 2019

Rewards & Recognition agent appreciation agent praise agent recognition call center contact center culture employee engagement employee moraleThe expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much as I would like to propose an actual round of applause on the contact center floor, I’m not sure that would […].

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Amplifai Coaching Category

APRIL 26, 2019

Coaching

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Contact Center Pipeline

OCTOBER 24, 2019

Leadership agent engagement call center contact center contact center economics empathy leadership moral leadership social impact leadership values workplace ethicsPeople are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules. There are certain unchangeable facts about any business. In the contact center, our business is people.

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Contact Center Pipeline

DECEMBER 17, 2019

Leadership agent benefits agent morale call center contact center Corporate Social Responsibility culture social impact leadership work environmentDid you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead was the leaders of some of America’s 200 largest businesses saying publicly that the purpose of a corporation may actually be broader than they were all trained in business school to […].

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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 cultureWhen you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about.

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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.

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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. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael.

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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. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.”

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