CSM Magazine

NOVEMBER 11, 2020

Intercom’s Conversational Support Funnel, the first holistic framework for scaling and delivering conversational support, is a blueprint showing businesses how to increase support team efficiency and improve the customer experience and team morale. Download the 2021 Customer Support Trends Report here. About Intercom .

Customer Support 52

Customer Support B2C Chatbots B2B 52

CX Global Media

JULY 12, 2019

For many, managing morale and employee engagement in a contact center is a complete mystery. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Consolidated. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

bold360 Blog

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers. Reps handled email and voice for just a few products.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

C Space

MAY 7, 2020

The questionnaire, developed by Ultimate’s in-house industrial-organizational (I-O) psychologist, is to address employees’ needs during the current COVID-19 pandemic, but leaders can also leverage the survey to support their people, boost morale, and preserve trust throughout the organization.

Healthcare 52

Healthcare Surveys Entertainment Morale 52

ClearAction

DECEMBER 31, 2017

By reducing time to resolve issues by 89% for more than 130,000 customers, this company was establishing “customer experience annuities”: redirecting precious resources (budget, time, morale, goodwill) from what otherwise was a never-ending hamster wheel of costs to higher-value investments. 1 Forrester VoC Award 2011, Adobe.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Callminer

SEPTEMBER 5, 2017

Managing morale during busy periods – During brand crises or unexpectedly busy holiday periods, it’s not unusual to start to see staff absences rise as employees dread the negative onslaught of comms coming their way when they start their shift. Was there a “wow” factor on this call? Did you resolve the customer’s issue?

Call Center 140

Call Center call center software outsourcing Coaching 140

Balto

OCTOBER 31, 2022

While executive leadership in onboarding was correlated with lower knowledge retention, executives still have an important role to play in culture, morale, and belongingness. 2011, May 11). But knowledge retention isn’t the only metric worth looking at. A message as simple as “how is your first week going?” LinkedIn Talent Solutions.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

CSM Magazine

JULY 2, 2020

With this framework, businesses now have a proven approach to move beyond the customer support status quo and achieve better customer satisfaction and improved team efficiency and morale—all leading to stronger ROI.

Customer Support 52

Customer Support Morale Chatbots Engineering 52

Fonolo

AUGUST 15, 2019

The bombastic Ryanair boss Michael O’Leary declared in 2011, “there hasn’t been a war in Europe for 50 years, because they’re all too busy flying on Ryanair. Ryanair’s changes weren’t sweeping and therein lies the moral of the story: Small tweaks can have big rewards. An Image Problem. I should get the Nobel peace prize – screw Bono.”

Airlines 73

Airlines Customer Service Healthcare Morale 73

LiveChat

SEPTEMBER 12, 2016

Nick Bostrom, a Swedish philosopher, has described in 2003 a situation that would happen if people don’t design the “AI morality.” Let’s imagine for a moment that we have already solved the problem with AI morality and let’s take a look at the benefits it could give us. But should we be afraid of it? The benefits of AI research.

Morale 76

Morale Technology Surveys Chatbots 76

CSM Magazine

APRIL 28, 2022

Complying with your responsibilities is important to ensure that your business stays within the law and can also be incredibly helpful in boosting staff morale and reducing turnover rates. Workplace Health and Safety Obligations. As an employer, it is vital that you provide your employees with a safe and healthy work environment.

Morale 52

Morale Government Education Consulting 52

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. A drop in agent productivity or performance is one tell-tale sign of burnout.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Netomi

JANUARY 5, 2022

In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Interactions

AUGUST 7, 2014

He was the PCC’s organizer and lead person in the 2010, 2011 and 2012 fundraisers to fight against prostate cancer. His volunteer work not only raised funds and awareness for prostate cancer but also boosted morale in the workplace. His efforts in 2011 helped raise over $4000 for prostate cancer research.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

CX Global Media

JULY 10, 2019

Jackie Morales Chief Insurance Officer, Bestow. About Jackie Morales : Jackie is the Chief Insurance Officer of Bestow, a leading life insurance technology company democratizing access to innovative financial solutions. About Jackie Morales : Leslie helps CSRs write better email, chat, social media, SMS, and chatbots.

Contact Center 120

Contact Center Morale Coaching Analytics 120