ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with a great article about aligning customer service and marketing. I want to reinforce a big point of the article.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Not if your Netflix. by Ricardo Saltz

Customer Service 104

Customer Service Morale CRM Customer Experience 104

Beyond Philosophy

JUNE 12, 2017

But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. This instills an attitude of “my job sucks” that saps employee morale and motivation. As a result, proponents of change grow frustrated, nothing changes, and morale declines.

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s the first of the five ways shared in this article. Of course, there are plenty more predictions and trends in the article.

Morale 161

Morale Customer Service Chatbots Feedback 161

NobelBiz

MARCH 16, 2021

Gary is sharing with us some ways of boosting morale after layoffs and tips for managing these actions on both sides, with a minimum of side effects. The post VIDEO & ARTICLE: How to Boost Morale after Layoffs appeared first on NobelBiz®. How to maintain a healthy company culture after a period of downsizing?

Morale 89

Morale Management 89

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. How do they do it?

Customer Service 188

Customer Service Morale Surveys Consulting 188

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 166

Customer Service Airlines Metrics Journey mapping 166

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I read numerous articles on the topic, so I decided to make customer loyalty the theme. Here are my top five picks from last week.

Customer Service 166

Customer Service Customer retention Morale Advertising 166

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. It will boost morale and give a confidence boost to your customer support team. Emily is passionate about employee engagement and often writes articles relating to internal communications and employee wellbeing.

Customer Service 334

Customer Service Employee engagement Morale Feedback 334

ShepHyken

MARCH 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. Here are my top five picks from last week.

Customer Service 157

Customer Service Morale Marketing Best practices 157

MiaRec

MAY 11, 2024

They can truly improve the working conditions of your agents, resulting in better team morale, improved employee experience, decreased occurrences of agent burnout, and, ultimately, minimal agent turnover.

Morale 105

Morale Contact Center Agent burnout Personalization 105

ShepHyken

OCTOBER 8, 2021

Receiving negative customer queries can be tough on morale and drain your energy. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Choose Your Words Wisely: The Right Words Matter! Make Note of Feedback.

Best practices 351

Best practices Customer Service Morale Feedback 351

24-7 InTouch

NOVEMBER 18, 2024

Lower stress levels in agents show positive outcomes such as increased performance, decreased attrition rates, and higher morale. The post Article: Enhancing Customer Experience Through SMS Deflection appeared first on IntouchCX. Discover how you can level up your CX with IntouchCX solutions today.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content It also has an important role to play in the morale and motivation of team members. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Get Communication Right . Content Manager of TextMagic.

Customer Service 351

Customer Service Morale Management Customer Support 351

ShepHyken

NOVEMBER 25, 2016

So what’s the moral of this story? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Don’t stay at a hotel that puts things in writing? My guess it’s the second option and here’s why.

Morale 284

Morale Coaching Customer Service Customer Experience 284

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. One way to directly affect this is through the company’s culture in terms of how it fosters communication – from etiquette to processes and tools that collectively help staff feel supported by their team, increase chemistry, and boost team morale.

Customer Service 338

Customer Service Employee engagement Morale Technology 338

Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

Morale 124

Morale Contact Center Government Management 124

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. Satisfied customers, in turn, positively impact employee morale by validating their efforts. He writes about how employee engagement and customer experience can enhance business performance.

Employee engagement 359

Employee engagement Morale Customer Experience Feedback 359

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Boosting staff morale and increasing productivity results in financial benefits. To conclude.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Steve DiGioia

JULY 27, 2015

This original article was written by Steve DiGioia. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. We all have read, or written, about the lack of quality customer service in today’s marketplace.

Morale 211

Morale Customer Service 211

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

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles. Please Share.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

NOVEMBER 11, 2016

The moral of the story? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: How AI (Artificial Intelligence) Creates A Better Customer Experience. Pretty cool. I was re-booked there the following year, right?

Entertainment 289

Entertainment Morale Sales Personalization 289

Steve DiGioia

OCTOBER 3, 2016

This original article was written by Steve DiGioia. According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Less qualified employees, especially management, will undermine employee morale. …or does it even matter? Face it; your pride got the best of you.

Morale 196

Morale Surveys Management Sales 196

ShepHyken

JANUARY 29, 2021

This week we feature an article from babelforce, a global cloud communications platform. That being the case, morale boosting and team building events should become the norm at your company. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. At least for now!

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

Beyond Philosophy

FEBRUARY 3, 2015

There are ten other examples given in the article. Regardless, the article statistically shows that they had an effect. When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process.

Consulting 304

Consulting Consulting Customer emotions Morale 304

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Overall, A well-trained and motivated team benefits your bottom line in terms of more sales and also improves team morale, branding message, employee churn, and business dynamics.

Customer Service 403

Customer Service Morale Sales Coaching 403

Steve DiGioia

MAY 9, 2016

This original article was written by Steve DiGioia. But your employees don’t work hard for you, they talk behind your back and morale is poor. The fastest way to kill morale, so stop doing it. You think you’re a good leader. You have the position, the title and the power. You’re the boss. You don’t understand why.

Morale 0

Morale Feedback Management 0

CX Accelerator

JULY 1, 2020

This article will cover the following: · Business Continuity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Changing Expectations. Digital First Mentality. Business Continuity. This season requires flexibility and trust.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

ShepHyken

JULY 1, 2016

One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves. Having a continual process to engage all of your employees, stakeholders, and customers will increase productivity, improve morale, and “better” your company as a whole.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

JULY 14, 2017

This week we feature an article by Mike Allton about negative and fake reviews. The rest of this article examines the “cutting edge industry of scams,” Making Money Online (MMO). Morality hits rock bottom when the quality of Product A is superior to B. Ask your customers to post online reviews. Shep Hyken. illness, debt, diet).

Customer Experience 116

Customer Experience Morale Advertising Surveys 116

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. Most airlines put passengers in groups and call them in order. Always look for improvement.

Airlines 229

Airlines Journey mapping Morale Customer Service 229

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

Steve DiGioia

AUGUST 1, 2016

This original article was written by Steve DiGioia. So much is written about creating great employee morale. New startups build their businesses around effective employee morale and work environment. you created an atmosphere where no one can be successful or appreciated. The boss is never wrong. I assume not.

Morale 0

Morale Airlines Management Accountability 0

Steve DiGioia

AUGUST 5, 2015

you are not infallible This original article was written by Steve DiGioia. Employee morale is second to meeting budget. I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. Numbers, budgets and marketing take the lead over all else.

Morale 178

Morale Benchmark Surveys Marketing 178

Steve DiGioia

JANUARY 18, 2016

because you may not like the answers This original article was written by Steve DiGioia. How long do you think the boss will keep you around if the employee morale in your department is poor? Don’t blame the economy or the customer’s high expectations for poor morale. Rose-colored glasses. Yes, that what they’re called.

Morale 0

Morale Feedback Management 0

Steve DiGioia

OCTOBER 17, 2016

because my loyalty does have limits This original article was written by Steve DiGioia. Employee morale is low and coming to work is no longer fun. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened?

Morale 264

Morale Sales Customer Service Personalization 264