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.

The HAUNTED Call Center: 5 Party Ideas


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.

"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

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?

Common Causes of Turnover

Brad Cleveland

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.

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.

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.

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.

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.

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.

"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.

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.

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.

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.

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.

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.

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?

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.

10 Keys to Organic Growth via Customer Experience


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.

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.

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


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.

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.

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


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]


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.

Leadership's Mindset is Key!

The Mindful Call Center

Morale suffers tremendously in an environment that views agents in such a light. I was recently chatting about ESat and employee engagement with a Sales Director for a Fortune 500 insurance company. Among her responsibilities, the performance of a 400 rep contact center. After making some suggestions for improving her ESat challenges, she said all of that would be great, but "I cannot get buy in from Senior leadership.

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

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!

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


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.

Hackathons—HR’s best friend


Madhusudhan Anand, Engineering Manager at HackerEarth, said, “The coming together of teams boosts morale when everyone ideates together to solve a problem and having fun while doing so greatly improves engagement. Trying to find an example of the “walking a thin line” idiom is easy.

Expectations: The Mother of All Frustrations

CX Journey

Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships.

Growing Your Contact Center Culture


Simple fixes like improving the vending options or providing more comfortable seating in the breakroom can do wonders for the morale of your workforce. Having a toxic culture creates low morale, which then bleeds over into both poor customer service and increased attrition.

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience.