CSM Magazine

OCTOBER 30, 2024

The awards ceremony, themed ‘Going Above and Beyond,’ was attended by representatives from various companies, with notable figures like Minister of Education and Training Owen Nxumalo and Central Bank of Eswatini Deputy Governor Felicia Dlamini-Kunene in attendance.

Customer Service 52

Customer Service Morale Finance Banking 52

ProProfs Blog

SEPTEMBER 18, 2017

Making customer service an integral part of your work culture will also lead to a better employee morale. Providing your customers with a centralized web-based knowledge bank will ensure greater consistency within the customer service team, helping them answer more questions accurately in the very first instance.

Customer Support 148

Customer Support Self service Morale Banking 148

Fonolo

NOVEMBER 8, 2017

It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Help Scout

JULY 13, 2021

If you sell something to them, you are (at least morally) responsible for their experience. Bot of America In what was initially presented as friendly, human social media service, but later revealed to be another bamboozled bot, Bank of America repeatedly sent generic “helpful” Twitter replies to an artist protesting the bank’s behavior.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

Integrity Solutions

JANUARY 15, 2020

Across industries, sales leaders are struggling to keep morale and engagement up while they push for higher revenue, margins and market share. Neither does giving the bank teller some tips on how to ask customers probing questions when they make their weekly deposits. Why People Struggle to Adopt a Sales Mindset.

Sales 80

Sales Coaching Banking Morale 80

ChurnZero

JANUARY 29, 2021

Due to the social constraints (most notably a lack of face-to-face interaction) of a work-from-home environment, I was growing more and more aware that I didn’t have a good pulse on team morale, and I didn’t know how to find that pulse so we could offer support where needed. Maintain balance and use the one-fourth rule as a guide.

Banking 98

Banking Scripts Morale SaaS 98

TeamSupport

JUNE 14, 2019

Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank. 5) Increased employee morale – The nature of support professionals is that they enjoy helping customers solve their problems.

Customer Support 75

Customer Support Self service Morale B2B 75

Fonolo

OCTOBER 30, 2018

This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. Both TD Bank and WestJet did this so successfully in their respective #TDThanksYou and #OwnersCare campaigns. So, how can companies make the most of these emerging trends in marketing?

Marketing 164

Marketing Customer Service Advertising Call Center 164

CX Global Media

JULY 12, 2019

For many, managing morale and employee engagement in a contact center is a complete mystery. She is responsible for a team of 30 plus banking professionals along with a team of 9, providing procedural support to associates across 120+ offices. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NameShouts

APRIL 2, 2020

Scheduling out a block of time to build team morale and camaraderie is always a good idea, and being apart from each other doesn’t make staying connected impossible. From food banks to research, people are finding ways to help out while staying at home. In Montreal, food banks are currently looking for donations and volunteers.

Government 92

Government Banking Morale Chatbots 92

Hello Customer

APRIL 9, 2020

It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. Positive feedback is a real morale booster and motivates your employees to keep spirits lifted in difficult times. This doesn’t just apply to e-commerce. Guide your employees through the transition.

Best practices 98

Best practices Customer Experience Feedback Morale 98

Hodusoft

MARCH 17, 2022

With the rapid growth of major industry verticals including e-commerce, banking, financial services, and a host of other sectors, auto dialer software has become more and more essential for reaching many customers and providing services in a shorter time. In general, dialers improve agent morale. Attributes of agents.

Call Center 98

Call Center Morale Sales Banking 98

Nicereply

JULY 24, 2019

Neat allows you to collaborate online with your accountant to prepare for tax audits, file taxes, run expense reports and gain insights and intelligence into the health of your business, all within a bank-level secure cloud environment accessible across all devices. Internal communication helps to build an effective team and boost morale.

CRM 75

CRM Morale Feedback Banking 75

Hodusoft

MARCH 5, 2025

Loss of Morale “So near, yet so far.” ” When an e-commerce company loses a majority of its visitors just a few clicks away from closing the deals, it has an extremely adverse effect on its morale. It feels like snatching defeat from the jaws of victory.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

FreshGrade

DECEMBER 2, 2019

For active-duty soldiers or veterans, a care package can be a big morale boost—especially if they are unable to come home to their families. Collect non-perishables for the Food Bank. Food banks are very much in need of items around the holidays. Here’s some examples of places you can donate to: Food Banks Canada .

Banking 52

Banking Morale 52

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. Learn how Vibrant Credit Union moved to a video banking model and saw success skyrocket. Need proof?

Call Center 94

Call Center Morale Coaching Cloud contact 94

CSM Magazine

JUNE 4, 2020

Having a clear and concise methodology present throughout every area of your business will increase productivity, morale and more importantly profitability. This can come from a variety of places, but the most common is from a bank loan. Organisation is the key to running a good business. The same rules apply for your admin.

Banking 52

Banking Morale Technology Personalization 52

CSM Magazine

MAY 15, 2018

PayActiv fronts the cash for all transactions, and all workers, banked and unbanked are eligible. Financially stressed individuals spend ~$1,500 per year in payday loans, subprime auto and title loans, along with late bill, overdraft and monthly bank fees. Employees pay a nominal flat fee per pay period, not per transaction.

Banking 58

Banking Morale Finance Call Center 58

TRUSTID

DECEMBER 7, 2017

But if they’re asked to interrogate every call, it’s eventually going to impact their morale and level of service. One way banks can remove annoying telephone interrogations is by automating the authentication process. Along with lowering your agents’ stress levels, it can also save your bank a lot of money. But at what expense?

Call Center 52

Call Center Brand ambassadors Banking Contact Center 52

Up Your Service

MARCH 17, 2020

A major bank announced temporarily waiving monthly payments for customers facing financial distress due to the virus, trading short-term profit for long-term loyalty. Or it may be boosting morale for staff who suddenly have few customers, little work or are isolated at home. Measure what really matters.

Airlines 83

Airlines Government Morale Banking 83

Aspect

MAY 6, 2019

This weekend marks another bank holiday in the UK, and with the warmer months settling in, you will no doubt begin to experience influxes in customers – both physically and online – as millions of people switch off from work and become more focused on leisure activities.

Morale 54

Morale Self service Government Banking 54

Solvvy

JULY 8, 2022

The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment. In competitive markets, like software, banking, financial, and consumer services, people have various options for where to do business. Or a bank may ask how much difficulty customers had completing a loan application.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Fonolo

OCTOBER 3, 2017

Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. One way to successfully accomplish this is through the member experience. If you haven’t registered for the webinar yet, you can still do so here.

Call Center 52

Call Center Abandon rate Abandon Call Morale 52

CSM Magazine

JANUARY 27, 2025

Encouraging your team to think like problem-solvers not only strengthens customer relationships but also boosts morale. Think of CRMs like the memory bank of your customer service team. Turn errors into teaching moments by discussing what happened, what could improve, and how the team can prevent similar issues in the future.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Eptica

APRIL 30, 2020

Whether this is supermarkets avoiding overcrowding through queuing systems or banks offering mortgage interest holidays, consumers want companies to put themselves in their shoes and respond accordingly. Demonstrate understanding Consumers are worried and unsettled and they are looking for reassurance from the businesses that they deal with.

Self service 74

Self service Best practices Morale Banking 74

Integrity Solutions

SEPTEMBER 28, 2023

In the banking sector this is especially apparent. New research found that just one in five banking customers feels valued by their bank, while good customer service (along with trust and reliability) was cited as having the biggest impact on their decision to stick with a provider. That’s it. They want to make a deposit.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

SharpenCX

APRIL 22, 2020

And, they make business decisions based on those values – not based on throwing fast cash in the bank. Acting with intention and connecting your team to purpose has big benefits for team productivity, morale, and retention, too. Back in 2014, CVS stopped selling cigarettes because of their dire impacts on our health and communities.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Enghouse Interactive

OCTOBER 12, 2021

Authorize agent creativity and flexibility in finding solutions to issues, without the need to get ‘manager approval’ for anything – provide agents with broad flexibility, and high limits and agents will deliver the best approach possible… without breaking the bank.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. Their morale and well-being are at stake, affecting the quality of service they offer. of inbound calls. It’s not just reputation at stake, but your very bottom line.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. Their morale and well-being are at stake, affecting the quality of service they offer. of inbound calls. It’s not just reputation at stake, but your very bottom line.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

Playvox

APRIL 11, 2023

Gamification initiatives don’t need to break the bank, but companies should provide incentives like gift cards, extra vacation days, or even a prime shift for top performers who reach specific goals set by management teams. Recognize Employees Everyone enjoys being recognized for a job well done, including contact center agents.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

ClearAction

JULY 8, 2024

Sales velocity : faster cycle time for cash arriving in your bank account. Alignment cuts waste extensively, improves morale, and frees up creativity and collaboration, in addition to what was described in this article. Margin expansion : higher price elasticity and lower costs to serve.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

CX Journey

NOVEMBER 15, 2017

The soul is the essence or the moral force of a person, their emotional or intellectual energy. Merrill Lynch's principles , which were replaced by Bank of America's core values when they acquired Merrill Lynch, were all about teamwork, client focus, integrity, and more. And yet, they admitted to defrauding investors in 2008.

Morale 50

Morale Banking Technology Personalization 50

NICE inContact

JANUARY 24, 2017

A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? This doesn’t have to break the bank – even a little bag of candies with a note of appreciation or information about Go-Live can make an agent feel involved and vested in the Go-Live’s success. Incentivize Adoption.

Call Center 55

Call Center Technology Contact Center Gamification 55

CSM Magazine

JANUARY 13, 2022

Just like SR22 insurance covers you against an unforeseen loss, reckless driving, or damage that may occur to your vehicle, social customer service, in a way, also covers you against unforeseen damages that may occur to your customer bank and your brand’s reputation. 5 Astounding Tactics to Offer Flawless Social Customer Service: 1.

Customer Service 52

Customer Service Education Banking Morale 52

Balto

MARCH 17, 2025

One retail banking call center reduced average call duration by 47 seconds by streamlining their verification process based on customer feedback patterns. Improved Agent Morale and Engagement : With routine tasks automated, agents can focus on more meaningful work, leading to higher job satisfaction and engagement.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52