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. billion from 2020 to 2024. Research shows that collaborative contact center work environments perform 50% better and reduce errors by 25%.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

CSM Magazine

OCTOBER 3, 2024

By making employees feel valued and appreciated, businesses can boost morale and motivation, leading to better service and happier customers. It is also a chance to provide additional training, share success stories, and set new goals for improvement.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

VirtualPBX

MARCH 31, 2025

A 2024 study by PwC shows that 61% of employees agree that a perceived lack of trust by their employer impacts their ability to do their jobs well. A Federal Work-Life Survey Report showed that 72% of remote employees achieved better performance, 83% had higher morale, and 76% wanted to stay at their current company.

Morale 59

Morale Employee engagement Personalization Analytics 59

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

ClearAction

JULY 8, 2024

24 Ways to Boost 2024 CX ROI CX ROI Metrics Roadmap Multiplies CX Value Quadruple gains in your CX ROI Metrics Roadmap by applying this approach to: Strategies : infuse CX insights in every department’s strategy company-wide. More about this: How 4 CX Metrics Drive 20 Growth Metrics What’s Your Insights Utilization Rate?

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

ClearAction

JANUARY 8, 2024

Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. 24 Ways to Boost 2024 CX ROI. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Anything you do that bothers employees or partners costs you!

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Quadient

MARCH 21, 2022

Avant de devenir une obligation légale d’ici le 1er juillet 2024. L’article L441-16 du Code du commerce indique que l’amende administrative peut atteindre 75 000 euros pour une personne physique et 2 millions d’euros pour une personne morale en cas de dépassements répétés des délais. Explications.

Morale 52

Morale B2B Marketing 52

Connect

NOVEMBER 2, 2022

This will have a considerable impact on the morale of agents. When agent morale is low, poor CX can be expected. 2024 promises to see leaps and bounds in this development and as such, 2023 should be utilised for planning. This is not to say that the customer is never right, and their opinion should be discarded.

Morale 40

Morale Cloud contact Benchmark Big data 40

NobelBiz

MAY 12, 2022

Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. On the other side of the business, a contact center management software that organizes the work being done by human agents can help maintain their morale.

Contact Center 52

Contact Center Management Scripts Interactive Voice Response 52

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. 2024 is when “more with less” starts to see diminishing returns,” predicted Ryan Johansen. Will we really see additional stress for CSMs in 2024? You see people struggling to focus.

Morale 52

Morale SaaS Coaching Management 52

aircall

AUGUST 4, 2021

The moral of the story is to check in before you make an assumption about productivity and competency. billion through 2024. Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives.

Employee engagement 108

Employee engagement call center software Morale Consulting 108

Acquire BPO

DECEMBER 4, 2024

Offshoring Gains Momentum in Accounting Up to one-third of staff at some of Australia’s top accounting firms are now based offshore, according to the 2024 AFR Top 100 Accounting Firms list. Savings are reinvested into local staff pay increments, boosting morale and retention. Here’s your quick 5-minute read of the key points.

Accountability 52

Accountability outsourcing Morale Marketing 52

Zappix

OCTOBER 16, 2024

million nurses by 2024, driven by an aging workforce, increased demand for healthcare services, and insufficient educational capacity to train new nurses. Implementing measures such as flexible schedules, mental health support, and team-based care models can help retain existing staff and improve overall workplace morale.

Healthcare 52

Healthcare Wait times Education Morale 52

ShepHyken

JANUARY 4, 2024

Think of ways to deliver your offering that align with your consumer’s moral compass and value system to increase the number of satisfied customers. Read Shep’s latest Forbes article: Ten Customer Service And CX Predictions For 2024 (Part Two)

Customer retention 179

Customer retention Morale Accountability Marketing 179