This Is What Destroys Contact Center Morale

Call Center Coach

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.

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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.

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6 Contact Center Tips to Boost Agent Morale


The post 6 Contact Center Tips to Boost Agent Morale appeared first on Sharpen Contact Center Software.

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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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

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.

This Call Center Reduced Abandon Rates by 62%


Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. Call Center Customer Experience Customer Service abandon-rates agent-morale call-back-solution credit-union eliminate-hold-time legacy-call-center-system

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.

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?

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Employee engagement continues to top the lists of management challenges—and with good reason.

"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.

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.

Common Causes of Employee Turnover

Brad Cleveland

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.

Don’t Settle for Satisfied Agents


A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Are your agents happy, or happy enough? Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. We have to talk about agent experience [.]. Read More. The post Don’t Settle for Satisfied Agents appeared first on Sharpen Contact Center Software. Customer Experience

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.

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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?

Common Causes of Turnover

Brad Cleveland

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.

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.

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.

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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.

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.

4 Causes of Contact Center Stress Managers can Absolutely Fix


Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Contact center stress is the bane of B2C companies across the globe. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.]. Read More. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software.

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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.

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.

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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.

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

Common Causes of Turnover

Brad Cleveland

How Do You Keep Up With Customer Expectations?

Beyond Philosophy

The moral of this story is that if you take the time to do the research, you bloody well better do something once you have it! Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that?

8 Vital Lessons from an Award-winning Supervisor

Call Center Coach

And with it known that 80% of people leave their jobs due to the relationship they have with their immediate supervisor, AND you’re in an industry with widespread issues with low-morale and high-turnover, the stakes are very high and the unfortunate industry standard has been that the immense burden is on individual supervisors to find their own way to success – quickly.”. Adriana Thompson – Contact Center Supervisor of the Year 2018.

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.

Delivering world-class customer experience requires a commitment to effective coaching

Robert Davis

The interactions have a positive effect on morale. By Bob Davis, Founder and CEO, Robert C. Davis and Associates. One common denominator. As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between.

The High Cost of Poor Workplace Culture

Call Center Weekly

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

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.

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.

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.

"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?

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.

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