Steve DiGioia

JUNE 20, 2016

Employee morale is at an all-time low. Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S. Is that the reason for poor employee morale? True or not, it is a fact of business.

Morale 167

Morale Employee engagement Surveys Management 167

Momentum Telecom

MARCH 30, 2020

And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. There’s also been sharp growth in remote work over the past decade.

Abandon Call 97

Abandon Call Morale Government Analytics 97

ClearAction

DECEMBER 14, 2017

Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers. (By

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

CSM Magazine

JUNE 19, 2019

Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Effort matters.

Customer Service 69

Customer Service Morale Customer effort B2B 69

Taylor Reach Group

MARCH 19, 2018

Low occupancy can also lead to poor morale and agent dissatisfaction. This content was originally created in 2010 and was updated in 2018. This can also lower Service Level causing longer wait time for customers. A Low Occupancy Rate could indicate poor planning and/or scheduling (too many agents waiting for calls to arrive).

Service level 92

Service level Abandon Call Wait times Call Center 92

Noble Systems

OCTOBER 11, 2018

The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. The newest generation in the workforce is Gen Z , those born between 1997 and 2010. They are ambitious, but lack focus. They are innovators, and are both individualistic and group-oriented.

Gamification 74

Gamification Employee engagement Call Center Morale 74

CSM Magazine

FEBRUARY 7, 2023

As the last tranche of Baby Boomers – born between the mids 1940s and mid 1960s – plan for their retirement, they’re making way for Generation Z – mid 90s to 2010.

Healthcare 64

Healthcare Morale Employee engagement Management 64