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.

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.

Morale: Your Best Weapon Against Contact Center Stress


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

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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Amazing Business Radio: John DiJulius


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.

Top Leadership Competencies

Brad Cleveland

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

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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.

Common Causes of Turnover

Brad Cleveland

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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.

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"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.

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.

Common Causes of Turnover

Brad Cleveland

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"Follow the Leader", Featuring Errol Allen

Call Center Weekly

Improved Morale – Imagine the long-term effects to employee morale in the example given above regarding the vendor manager’s decision to spend time working on the front lines. Why is it important for customer service leaders to spend time on the front line?

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Breaking the Ice Episode #54: International Meals & Contact Center Scheduling

Customer Service Life

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.

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.

Happy MLK Day in The Year of Humanity!

Customer Experience Matters

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.

Customization Can Wake Your Video Conferencing from the Dead


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.

"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.

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Obvious Contact Center Agent Burnout Problem Revealed

Call Center Coach

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Contact center agents praise the company and morale goes way up. You know those times when something is right in front of you, yet you fail to realize it?

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.

How To Build A Contact Center Gamification Program That Works


Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.]. Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless.

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.

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

Why do we celebrate Customer Servce Week?


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.

We love customer service week!


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.

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.

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.

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Creating a Positive Call Center Work Culture

Monet Software

Zappos If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning. To make customers happy, we have to make sure our employees are happy first. Whole Foods Market You have to be a place that’s more than a paycheck for people. --PF

Embrace Tenure Diversity in Your Contact Center


An infusion of fresh faces in the contact center can result in a welcomed increase in productivity and boost in morale across the board, or it can demotivate underperforming agents and precipitate some healthy turn-over.

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance.

Top Telemarketing Tips to Spark Your Call Center Performance

Dialer 360

Some of the amazing quotes at Gallup News include, “working as a call center agent can be a lonely position, and sitting in a cubicle for hours on end can be hard on morale”. Improving call center performance has always been a target of the call center supervisor and the owner.

Wow Customers by Going Above and Beyond

Call Center Weekly

Diversity that improves and enhances culture and morale is even better. By Sean Hawkins Going beyond what is required is one of the greater acts of service that one can give.

The Go-Getter’s Guide for Call Center Training

Dialer 360

This improved the performance and morale of your agents as well. Gail Goodman has expressed his views on the importance of call center training by saying, “make sure that everyone who talks to the customers on the phone or answers the business line is trained”.

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.

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.

The value of happier call center agents


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.

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.

Are your Parents are to Blame for Low Employee Engagement?

Beyond Morale

Ward Cleaver consistently supervised the behavior and moral education of the boys with a quiet dignity full of understanding. I find more people have more experience with command and control parenting than Ward and June’s moral education and values building instructional parenting.

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.

Agent Training On a Tight Schedule

Monet Software

It’s also a nice break away from the phones for the agent, and an opportunity to review performance and morale in-depth, rather than squeezing a lot of instruction into the 30-minute break of a typical workday.