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.

Trending Sources

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.

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.

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?

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Hackathons—HR’s best friend

hackerearth

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.

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

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.

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.

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.

Growing Your Contact Center Culture

inContact

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.

How to Harness the Power of Peer Recognition 

Toister Performance Solutions

What is the impact on morale of not winning ? Employee recognition can be a minefield. One key distinction is to decide between rewarding or recognizing good performance. Rewards are a pre-determined "if-then" proposition. If you achieve X result, you get Y as a prize.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?

Navigating the transition from peer to supervisor

Robert Davis

I think most of us would agree that promoting internal staff to management positions is a powerful best practice in driving career development and increasing morale for those who wish to advance. By Vicky Egan , RCDA Senior Consultant. But moving from a frontline position to entry-level management is a huge step, and managers can do more to help prepare new supervisors for the transition.

What's the Meaning of All of This Employee Lingo?

CX Journey

There are a lot of definitions of Employee Happiness out there, but this one struck a chord with me: Happiness at work is a function of engagement, morale, and satisfaction. Does happiness come before (drive) or after engagement, morale, and satisfaction? What is Employee Morale ?

Breaking Down Silos for Customer Experience Management

ClearAction

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Breaking Down Silos for Customer Experience Management.

Customer Centric Operations

Peter Lavers

Any other gauges of staff morale? I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business.

Why Would You Wait to Improve Employee Engagement?

Beyond Morale

I want to share with you a recent exchange with a leader in an organization considering membership to the Beyond Morale Employee Engagement System. These are also the dynamics that need the diagnostics in the Beyond Morale program.

Customer Insight Leaders have more IMPACT in the boardroom

Peter Lavers

Being the voice of the customer at the top table is almost a moral responsibility for any organisation’s customer insight leader. How can you influence the top table? As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies.

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

Telephone Doctor has a near foolproof plan on improving customer service that will boost your employees moral, and more importantly, your callers will feel they have definitely “called the right place.”

How Human Resources Can Add Value to Customer Experience Excellence

ClearAction

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences.

Ensuring a Successful Go-Live Launch for Your Call Center Technology

inContact

A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live.

Expectations Are Funny Things

CX Journey

How well do you know and understand your customers' expectations? And why are they important? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from?

Nick Goss: How the Customer’s Experience is impacted by ‘good intentions’

Bill Quiseng

Of course, the moral to the maxim is that ONLY results matter. This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience.