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. They can be short three or four-minute presentations. Like rock stars connect with their audiences, leadership must connect with their employees.

Employee engagement 236

Employee engagement Morale Personalization Customer Experience 236

ShepHyken

AUGUST 18, 2023

Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. Conclusion AI-driven customer service presents a game-changing opportunity for businesses to enhance customer experiences and improve efficiency.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ShepHyken

MAY 5, 2020

There is always a risk for brands to take a stand on moral issues. Then, you must decide how to handle it—make a plan of action for both the present and the future. For example, many companies that formerly manufactured unrelated products have begun producing items like masks and hand sanitizer to help combat the coronavirus.

Morale 189

Morale Surveys Management Marketing 189

ShepHyken

NOVEMBER 11, 2016

I once presented at an event hosted by one of the University of Michigan campuses, and enjoyed dinner with my client after the program. The moral of the story? After that program I presented on August 23rd, Marilyn and I again enjoyed dinner together. Pretty cool. I was re-booked there the following year, right?

Entertainment 281

Entertainment Morale Sales Personalization 281

CX Accelerator

APRIL 1, 2020

Putting the morality of this situation aside there’s two significant downsides to adopting these practices. The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Customer experience is not a toggle, it’s a practice grounded in the desire to increase.

Metrics 228

Metrics Morale Benchmark Government 228

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

ShepHyken

NOVEMBER 25, 2016

So what’s the moral of this story? She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Then promptly went on to say: “It’s simply not possible to ring everyone who leaves their stuff here. Don’t stay at a hotel that puts things in writing? My guess it’s the second option and here’s why.

Morale 271

Morale Coaching Customer Service Customer Experience 271

ShepHyken

JANUARY 24, 2020

This boosts innovation and changes the store environment in a positive way for everyone present. One way to directly affect this is through the company’s culture in terms of how it fosters communication – from etiquette to processes and tools that collectively help staff feel supported by their team, increase chemistry, and boost team morale.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

ShepHyken

MAY 27, 2019

For businesses, this presents both challenges and opportunities, particularly around identity verification. That translates to higher morale, lower turnover and happier customers. (CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. by By Team Survaider.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

CX Accelerator

APRIL 1, 2020

Putting the morality of this situation aside there’s two significant downsides to adopting these practices. The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Customer experience is not a toggle, it’s a practice grounded in the desire to increase.

Metrics 182

Metrics Morale Benchmark Government 182

VirtualPBX

APRIL 1, 2021

Or give a thumbs up to anyone who’s doing a great job: Your presentation was only five minutes long. Just don’t be too harsh about morale. Vote them off! We really need to get started, so that story about your bearded dragon has to end right now. Vote them off! That’s a great bowtie you’re wearing; very professional.

Morale 98

Morale Metrics Personalization 98

Call Experts

SEPTEMBER 16, 2021

When people are present, they are more focused and alert, which leads to greater productivity. This tracking keeps them informed about when an individual is or isn’t present for work. What is the impact of excessive absenteeism on workplace productivity and morale? To get information on this software now, click here. .

Management 52

Management Morale 52

Fonolo

OCTOBER 30, 2018

This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. In WestJet’s Night Before Christmas ad, passengers were asked by a virtual Santa what they wanted most for Christmas and, upon their arrival, a wrapped present was presented to them on the luggage carousel.

Marketing 164

Marketing Customer Service Advertising Call Center 164

Spearline

APRIL 7, 2021

This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will then present an example of how Spearline customers use the data and benchmarks they are provided with to better manage relationships and improve quality.

Telecommunications 69

Telecommunications Morale Benchmark Management 69

Callminer

FEBRUARY 10, 2020

Whether certain items represent an actual threat to your company and your staff members or simply serve as a significant distraction to all those present, they should be kept off the floor entirely or used sparingly. Devising and upholding your own organization’s floor rules can help improve performance and morale among your team members.

Call Center 182

Call Center Coaching Morale Analytics 182

ShepHyken

DECEMBER 15, 2017

Presenting customer feedback to employees needs to be part of any effective management performance programme. Boosting staff morale and increasing productivity results in financial benefits. To conclude. per year.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

TechSee

JUNE 16, 2021

Lack of employee adoption can result in reduced productivity and morale. Keep in mind that even the smallest slowdown in workflow may present a barrier to adoption of new technology. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting.

Best practices 251

Best practices Wireless Enterprise Engineering 251

Beyond Philosophy

JULY 26, 2018

You automatically put those past experiences and expectations on what you are going to experience with the new insurance company In this way, your previous experience with an insurance company becomes your Reference Point, and we measure our present experience with it. Is it their last experience with you? It’s human nature to do so.

Real estate 330

Real estate Morale Customer Experience Consulting 330

VirtualPBX

JUNE 17, 2021

They help managers plan for what’s ahead by seeing information in the present. How many calls are queued at present. Manually-entered information can also be presented alongside live data. You can use spots on the wallboard to encourage your team and show stats and messages that work to improve morale.

Morale 98

Morale Call Center Accountability Management 98

ShepHyken

JULY 1, 2016

One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves. Don’t be afraid to implement an idea presented by an employee (if you think it’s viable) and definitely give them credit. Give credit where credit is due.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Taylor Reach Group

MAY 11, 2023

I also did a keynote presentation titled “Hope is not a Strategy” which focused on the need for a strategy and a robust plan if you want to be successful. Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Anexa BPO

SEPTEMBER 7, 2023

These leaders didn’t merely present innovations; they presented narratives of progress, empowerment, and human experience. Sharing stories about challenges, breakthroughs, and collective efforts not only boosts team morale but also encourages the exchange of ideas and expertise.

outsourcing 52

outsourcing Morale Technical Support Technology 52

Quality Contact Solutions

SEPTEMBER 14, 2022

Improved employee satisfaction and morale: If you think about how an assessment is viewed by a front line agent making telemarketing calls, if done correctly, an assessment can be very positive. Possibly seeing those ideas become a reality can be a real morale booster.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Spearline

JANUARY 11, 2021

Identifying and resolving issues quickly will greatly benefit your business from every angle, by ensuring excellent customer experience, positive staff morale, and brand protection. In this article, we take a look at these 7 different steps your contact center could implement to help boost work performance and results.

Contact Center 88

Contact Center Morale Wait times Call Center 88

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Complex customer issues Complex customer issues present significant challenges to achieving high FCR rates. High FCR rates lead to happier customers, reduced operational costs, and improved agent morale. Why is this?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Spearline

APRIL 7, 2021

This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will then present an example of how Spearline customers use the data and benchmarks they are provided with to better manage relationships and improve quality.

Telecommunications 52

Telecommunications Morale Benchmark Management 52

CSM Magazine

JANUARY 8, 2024

It’s a thought-provoking series that challenges viewers to consider the future of identity, morality, and wealth. From the ethical dilemmas presented in “Mr. “Black Mirror” (Netflix) “Black Mirror” is known for its dystopian take on technology and its impact on humanity.

Entertainment 52

Entertainment Finance Morale Engineering 52

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

SharpenCX

JUNE 12, 2023

But catching them can be difficult when supervisors aren’t physically present. Improve the remote agent experience and team morale by taking time to recognize good work on a regular basis and rewarding it appropriately. Share Feedback in the Moment Real-time coaching keeps one-time mistakes from turning into bad habits.

Coaching 67

Coaching Morale Contact center software Call Center 67

CSM Magazine

OCTOBER 27, 2022

Online, PayByLink and Agent Assisted Payments all now present a choice of secure payment solutions to increase sales and improve customer satisfaction. Make the most of agent time, improving staff morale. IVR can help to free agents from boring and repetitive work, reduce staff attrition and improve staff morale.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

JustCall

MARCH 9, 2023

Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. When an agent achieves the said target, they get to open a present. This is sales managers need to constantly devise ways to keep the team motivated.

Gamification 52

Gamification Sales Morale CRM 52

Fonolo

JULY 13, 2021

However, it can present its own set of challenges when it comes to agent engagement. Contact centers with flexible scheduling show higher levels of morale and engagement overall. Strong inter-team relationships help agents form bonds and build trust, which will make a huge impact on culture and morale.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Nicereply

APRIL 15, 2021

Lance presents a very appealing argument that companies of any size should consider support operations a fundamental role to ensure your support team operates most effectively. What you really need is a support operations team that will assist by focusing attention on the daily work while you remain strategic.

Morale 59

Morale Management Customer Experience 59

UJET

FEBRUARY 24, 2020

Specialized agents have high-level product knowledge and are able to present it with ease to customers. Promoting agents from existing teams can also provide a morale boost as some agents might feel stagnant in their current positions. It might also be necessary to get new hires as specialized agents.

Customer Support 101

Customer Support Morale Wait times Best practices 101

Monet Software

JUNE 21, 2019

Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine.

Morale 79

Morale Contact Center Analytics Service level 79

CSM Magazine

DECEMBER 16, 2020

Information such as salary revisions, complaints, benefits, company policies, and safety procedures are usually present in the employees’ user domain. Employee engagement and morale. There is a significant advantage of using an employee payroll portal, which is boosting employee morale.

Morale 52

Morale Employee engagement Self service Management 52