Playvox

NOVEMBER 3, 2021

Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale. Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. This is more important now with the rise of contact center agents working remotely. Partnership.

Contact Center 103

Contact Center Calibration Construction Morale 103

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

CSR Inc.

NOVEMBER 6, 2016

At worst, it can do serious damage to agent morale and productivity. It is important to understand how often the vendor will review progress and use your goals and success criteria to calibrate your firm’s call center efforts to consistently stay on target. But making sure the program itself is also high quality is just as critical.

Call Center 48

Call Center Calibration Morale Construction 48

Balto

SEPTEMBER 26, 2024

Regular calibration sessions with QA evaluators help ensure consistency and alignment across the team. Maintaining Agent and Rep Morale Obstacle: Constant monitoring and feedback can negatively impact agent and rep morale if not handled sensitively. Solution: Balance constructive criticism with positive reinforcement.

Call Center 52

Call Center Coaching Morale Calibration 52

Connecting the Dots

SEPTEMBER 7, 2020

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 48

Surveys Education Calibration Contact Center 48