JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.

Surveys 52

Surveys Best practices Feedback Metrics 52

ShepHyken

NOVEMBER 15, 2023

Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. What if this colleague was then excluded from all strategy meetings and decision-making?

Morale 142

Morale Feedback Upselling Surveys 142

Nicereply

MARCH 2, 2023

Pop-up website surveys are a popular way for companies to gather feedback from their customers. In this article, we’ll explore the pros and cons of pop-up surveys and provide practical tips for setting them up correctly. What are pop-up surveys? What are pop-up surveys used for?

Surveys 52

Surveys Morale Feedback 52

Anexa BPO

AUGUST 21, 2020

Miscommunication can often lead to disappointment and a subsequent loss of morale and momentum. . According to a recent LinkedIn survey, almost 50% of American workers would choose flexible hours over a higher salary. . . Furthermore, when morale is boosted, the quality of work will be much higher as a result.

Morale 40

Morale Management Enterprise Surveys 40

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. The post From Snacks to Surveys: 7 Tips to Boost Employee Engagement appeared first on Aircall Blog.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. Various factors like motivation, career growth, compensation, and team morale influence how satisfied your employees feel. How employee satisfaction surveys can help. Why employee satisfaction matters.

Surveys 109

Surveys Feedback Morale Metrics 109

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

ShepHyken

FEBRUARY 3, 2021

You can only imagine what that does to the morale of the team. There are plenty of employee surveys that point to the number one reason people quit their jobs. And what happens next? The employees quit, which is understandable. Many people think it’s money, but it is actually due to a lack of appreciation from their boss.

Morale 362

Morale Surveys Management Customer Service 362

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Why on earth would I want to do that? Help you improve your website? Am I your employee?

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

CSM Magazine

OCTOBER 25, 2022

A recent survey conducted by OTRS Group found that more than half (51 percent) of the respondents were asked to cover for colleagues several times a month. Overworked employees can lead to a notable dip in morale. One of the easiest ways to boost workplace morale (and your bottom line) is to combat and reduce wasted effort.

Morale 119

Morale Banking Surveys Customer Service 119

Steve DiGioia

OCTOBER 12, 2020

As a matter of fact, A survey conducted by Trinity Solutions and published in author Harry Chambers’ book, My Way or the Highway , showed that 79 percent of respondents had experienced micromanagement. Employee morale. 3 Ways to Improve Teamwork and Employee Morale. Above, taken from the March 31, 2015 PA Times.).

Morale 213

Morale Management Surveys 213

ShepHyken

SEPTEMBER 24, 2023

Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Customer Service 171

Customer Service Morale Surveys Consulting 171

SharpenCX

JUNE 10, 2021

Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Boosting morale and increasing motivation can reduce attrition, increase customer retention, and drive performance. Plus, it leads to higher motivation. Feedback matters.

Morale 67

Morale Call Center Contact Center Coaching 67

Contact Center Pipeline

SEPTEMBER 13, 2018

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. The SHRM survey, “Using Recognition and Other […].

Contact Center 164

Contact Center Morale Surveys Management 164

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Coaching & Upskilling Offering employees the opportunity to enhance their skills can positively impact engagement, productivity, and morale, and such improvements are a huge area of focus for business leaders.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

SharpenCX

JUNE 2, 2020

Survey your team to find out when each employee prefers to work in the day. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen. This is where employee engagement comes in.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Steve DiGioia

JULY 9, 2020

Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. Employee morale is second to meeting budget. Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business?

Morale 147

Morale Benchmark Advertising Surveys 147

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. A fun work environment can reduce absenteeism, improve productivity, and boost morale.

Call Center 140

Call Center Morale Gamification Employee engagement 140

ShepHyken

AUGUST 18, 2023

Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. Measuring Success: Key Performance Indicators (KPIs) Customer Satisfaction Metrics and Feedback Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

CSM Magazine

JUNE 29, 2020

A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. What does your internet package have to do with efficiency? Quite a lot, as it happens.

Morale 52

Morale Customer Service Feedback Call Center 52

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

Steve DiGioia

OCTOBER 3, 2016

According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. 36% of 1,400 executives surveyed by the staffing firm Robert Half claimed that the leading factor of a failed hire, aside from performance problems, is a poor skills match. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

Call Center Weekly

MAY 14, 2018

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.

Morale 189

Morale Call Center Contact Center Surveys 189

Outsource Consultants

JUNE 6, 2022

Specifically, providing snacks or catered meals during these visits is a great way to build morale while letting people get to know each other. Checking in with each team member using employee satisfaction surveys or pulse surveys will help you cater to each staff member’s strengths and drive. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Horizon CX

FEBRUARY 29, 2024

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth.

Morale 52

Morale Customer centricity Upselling Feedback 52

Outsource Consultants

DECEMBER 15, 2022

Allowing agents to spend more time in training programs or relevant seminars can improve morale in the long run, even if it temporarily means less time on the phone. Rewarding staff appropriately is a great way to show your company’s appreciation and to keep morale high. If you do go this route, be sure to send a new survey frequently.

Morale 67

Morale Call Center Contact Center Education 67

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.

Call Center 133

Call Center Morale Contact Center Technology 133

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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. Not only did this approach build more confidence and improve the employee experience—resulting in a 26.2%

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Beyond Philosophy

OCTOBER 1, 2015

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? Of those surveyed, 38% of them said they would pay more for a simpler experience. My guess is the majority of you would say take the easy way.

Customer Experience 408

Customer Experience Morale Advertising Consulting 408

Comm100

JANUARY 11, 2018

This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale. The good thing about conducting a survey is that you can do it yourself. Create an Online Survey.

Call Center 41

Call Center Surveys Feedback Morale 41

Satrix Solutions

FEBRUARY 18, 2020

If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started. That is why the eNPS question in a survey is just the start. Related Programs: Employee Net Promoter Score Survey.

Morale 78

Morale Employee engagement Surveys Feedback 78