C Space

MAY 7, 2020

The Brand Move Roundup – May 7, 2020. The $148 garment, designed “for what working from home really means in 2020, when you’re taking care of business at your job, but also checking off everything else on your to-do list,” apparently has “the stretch, comfort and ease of a sweatpant, with the polish and structure of a trouser.”.

Healthcare 52

Healthcare Entertainment Surveys Morale 52

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. Recommended Read: Top 20 help desk ticketing systems of 2020. Some tips to boost team motivation and morale are: .

Management 162

Management Customer Service Best practices Entertainment 162

TechSee

SEPTEMBER 2, 2020

Creating a culture of collaboration drives teamwork and a higher sense of morale for agents who see themselves as part of a bigger picture, working together toward a greater goal. Companies can conduct periodic surveys on what employees think about the current way of working, enabling management to make changes that increase motivation.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

ProProfs Blog

AUGUST 21, 2020

You can float surveys across your team members and customers and leverage their valuable feedback for overall improvement. You can also share a Net Promoter Score (NPS) survey to measure the likelihood of your customers or employees referring your business to others. . How Empathy Leads to a Loyal Workforce.

Sales 158

Sales Morale Personalization Scripts 158

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. Fonolo’s 2020 State of the Contact Center Report found that agent attrition is actually getting worse. How to Make a Call Center Agent Engagement Survey.

Call Center 115

Call Center Contact Center Metrics Morale 115

SharpenCX

JULY 1, 2020

Cyberbullying is only too common in 2020. In a 2019 survey, 82% of remote tech workers in the U.S. Read Now: Boosting Morale for Your Work From Home Call Center With Four Engagement Tactics. Let’s consider some of the qualities of remote work environments that contribute to conflict: 1. Situations get inflated.

Contact Center 137

Contact Center Management call center workforce Morale 137

Integrity Solutions

JANUARY 6, 2021

Coming off of a tough year in 2020, more employees are feeling burned out and overwhelmed. Even with high unemployment rates hanging on, Manpower’s latest Employment Outlook Survey sees momentum picking up at the beginning of the year, with more job openings and stable or improved hiring prospects in many areas.

Coaching 77

Coaching Sales Morale Personalization 77

Callminer

AUGUST 6, 2019

Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers. Something that happens a lot in businesses today is silos of surveys, information that isn’t shared or assimilated. Analytics are the Competitive Advantage.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

GetFeedback

JANUARY 27, 2020

That makes customer experience the leading factor driving revenue and retention, projected to eclipse price and brand as the key brand differentiator in 2020. Evolve company culture and boost employee morale. . You can also push survey responses to the customer record in Salesforce so you always know where each account stands.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

Upstream Works

NOVEMBER 30, 2022

In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Agent morale suffered which led way to rising turnover and the Great Resignation. In the early stages of the pandemic, business conditions became very fluid.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Fonolo

NOVEMBER 11, 2021

Agent attrition in 2020 was worsening; that contact center trend continued into 2021 and will continue in 2022. Lower contact center morale. “A May survey of 1,000 U.S. Agent engagement will be vital in addressing those trends, making it crucial for contact centers going into 2022. Plentiful: Lost employees to competitors.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

SharpenCX

MARCH 18, 2020

Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote work (at least part-time) for the rest of their careers. And, it’s how you’ll keep work-life balance and morale high for your agents. The world we live in is demanding a remote workforce.

Call Center 94

Call Center Morale Coaching Cloud contact 94

Spearline

JANUARY 9, 2020

Proven to be more than effective in boosting morale and confidence in the workplace, it also helps your agents be more productive when dealing with their customers. Staff acknowledgment. Recognizing your staff and their accomplishments, regardless of the scale, is something every good manager should do.

Contact Center 64

Contact Center Morale Wait times Call Center 64

GetFeedback

DECEMBER 16, 2019

Moral of the story? Research by the National Restaurant Association reveals that home-meal kits with pre-measured ingredients, which have been popular in 2019, will continue being popular in 2020. So, with these trends in mind, use a writing tool to create customer surveys that are easy to follow and quick to respond.

Feedback 78

Feedback Surveys Wait times Morale 78

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ChurnZero

MARCH 31, 2020

Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. The survey asked if their business was still open, if they had plans to close it, what’s the best way to be contacted at this time, and if they had any additional comments.

Morale 72

Morale Education Surveys Accountability 72

CSM Magazine

OCTOBER 27, 2022

According to UK Finance, cash use has been declining by around 15% each year since 2017, with 2020 representing an acceleration of this decline. The pandemic resulted in cash use falling by 35% in 2020 compared to the previous year. Make the most of agent time, improving staff morale. IVR has become an essential payment choice.

Interactive Voice Response 52

Interactive Voice Response Morale Self service Finance 52

Upstream Works

NOVEMBER 30, 2022

In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Agent morale suffered which led way to rising turnover and the Great Resignation. In the early stages of the pandemic, business conditions became very fluid.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. The cumulative impact is serious: heightened stress, slower work, low morale, and burnout. You don’t have to survey every employee, of course. That turnover has a steep cost.

Call Center 59

Call Center Morale Surveys SaaS 59

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Use employee engagement surveys, 1:1 conversations and other agent-focused metrics to get insight into the core components of your agent experience. And it isn’t good for your customers. Get the tip sheet.

Coaching 67

Coaching Metrics Contact Center Morale 67

Comm100

OCTOBER 17, 2017

The problem is, you can send out customer survey customer survey after customer survey – despite your best efforts to make a connection, oftentimes you never end up hearing back. Research from OpinionLab shows that 66% of customers prefer to give feedback by actively reaching out – not by taking surveys. Win New Fans.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 67

Self service Morale Surveys Customer Service 67

Liveops

MARCH 12, 2020

This laissez-faire approach to education has detrimental effects on employee morale, particularly in the early days of a job. Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving , saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint? creativity.

Education 62

Education Gamification Construction Morale 62

SharpenCX

JUNE 9, 2021

According to Upwork’s 2020 Future Workforce Pulse Report , approximately 1 in 4 Americans will continue to work remotely through 2021. I’m sure if your company wasn’t used to remote work prior to Spring 2020 that the shift has been overwhelming, and perhaps even painful. It’s been a long year for, well, everyone.

Management 67

Management Contact Center Employee engagement Engineering 67

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Finally, gamification must be motivational, offering badges for the winners to share their brand story successes – and learning – with others while boosting morale.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Hodusoft

AUGUST 15, 2024

But things changed after the 2020 global pandemic. Statistics on Employee Attrition in the Call and Contact Center Industry A 2022 NICE WEM Global Survey that surveyed 400 managers and agents at call centers across the U.K. The workloads shift to experienced employees, which can lead to burnout and reduced morale.

Contact center software 59

Contact center software Contact Center Call Center Surveys 59

CSM Magazine

NOVEMBER 11, 2020

The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. About Intercom .

Customer Support 52

Customer Support B2C Chatbots B2B 52

Uniphore

SEPTEMBER 30, 2021

Calling out team wins to keep morale levels high. Rewarding successful teams with a paid-for dinner or putting on social events, such as a complimentary breakfast on a Monday morning, lunch on a Wednesday afternoon or drinks on a Friday evening, can be a great way to build morale and strengthen relationships.

Morale 40

Morale Call Center Best practices Feedback 40

Calltools

DECEMBER 9, 2020

Not surprisingly, industry experts believe that the 2020 shopping season will look as atypical as the rest of the year. Maintaining morale becomes even more difficult during a time when many of your staff members are dealing with the realization that they cannot gather with loved ones this holiday season. Conclusion.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52

Education Services Group

OCTOBER 6, 2021

No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, productivity surges, and morale boosts that can be had from the right work from home setup. 83% of employers say the shift to remote work has been successful for their company, according to a PwC survey.

Morale 52

Morale Surveys CRM Management 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Tips for getting feedback: – Add surveys. Add a post-chat survey to your live chat customer service experience to get those opinions coming. Decision-making authority and trust goes a long way for agent morale.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 52

Self service Morale Surveys Customer Service 52

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Employee Motivation – Awards help boost staff morale and improve motivation by acknowledging employees’ hard work and achievements. There are many things we wish we could have predicted for 2020.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. A recent Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Value in Customer Satisfaction.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. You heard right: By 2020, Customer Experience is expected to overtake price and product quality as what makes your brand stand up from the crowd. Lower Retention Rates. 30% Customer Care.

Customer Service 68

Customer Service Customer Care Morale Marketing 68