Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. Put the Responsibility for Improvement On the Employee. “This is about you getting to work on time.”

Morale 276

Morale Coaching Feedback Management 276

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge.

Gamification 227

Gamification Call Center Morale Contact Center 227

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. And, treating your employees well is the first step to a better customer experience.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. In other sections, we have discussed the importance of performance improvement and coaching. Intrinsic Motivations. ” Elements of Effective Incentive Programs.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive CX posits that every individual has the right to full and equal participation in the customer experience.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Amplifai Coaching Category

JANUARY 12, 2021

Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Morale 59

Morale Coaching Call Center Customer Experience 59

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

BlueOcean

FEBRUARY 25, 2019

Instead, creating a consistent, differentiated experience is everything. And what we’ve discovered over the years is that empowering your agents to deliver these kick-ass customer experiences is the best way to delight your members and subscribers time and time again. So, what does it take? Engaging Your Frontline Agents.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Callminer

FEBRUARY 10, 2020

Elaborating on the issue of putting callers on hold, it is also important not to transfer callers too many times, as this can hurt the customer experience significantly. There are a variety of important concepts to keep in mind when coaching other agents, such as the following: Keep coaching interactions as positive as possible.

Call Center 182

Call Center Coaching Morale Analytics 182

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Coaching builds confidence and as a manager, it’s your job to do that. Create 1-on-1 Time. Always follow up. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153

CX Global Media

OCTOBER 15, 2018

Only then can they be able to create a new legacy of building customer experience excellence needed to increase organizational performance at scale in the face of this new economic acceleration. Insight is the igniter of what you should do next, and a catalyst for creating new value for your customers. Experiential Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ShepHyken

DECEMBER 28, 2021

Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty. ” “Know that you can’t appease everyone, so learn not to take everything personally when dealing with upset customers.”

Morale 193

Morale Consulting Consulting Coaching 193

Balto

MARCH 17, 2025

Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience. But simply collecting data isnt enough.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

CX Global Media

JULY 11, 2019

Nate Brown Director Of Customer Experience, UL EHS Sustainability. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CSM Magazine

MARCH 28, 2025

Why Do Customer Service Managers Experience Imposter Syndrome? Customer service managers operate in high-pressure environments with constant challenges. Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. Conquer it; don’t let it win.

Customer Service 52

Customer Service Management Morale Feedback 52

Beyond Philosophy

JULY 29, 2019

For example, I was implementing an extensive Customer Experience program. In our global Customer Experience consultancy, this concept is also true with clients. The moral is, once you start making changes and not just talking about it theoretically, people get engaged. However, the committee said no.

Consulting 260

Consulting Consulting Morale Benchmark 260

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. About Roger Lee : Roger Lee is responsible for all facets of the customer experience for Gridspace. Jackie Morales Chief Insurance Officer, Bestow.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CSM Magazine

FEBRUARY 6, 2025

Quiet quitting reduces motivation, which can lead to slower response times and missed opportunities to resolve customer concerns efficiently. Lower Morale Across Teams Disengagement is contagious. Negative customer experiences often lead to poor reviews, reduced loyalty, and a decrease in repeat business.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Fonolo

NOVEMBER 3, 2020

Suddenly, customer insights became the golden ticket!” Keynote Speaker and Official Forbes Coach. We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service. Everyone was forced into a situation where they had a bad customer experience once a week or more.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Hello Customer

APRIL 9, 2020

How can companies make the human connection part of their customer experience? It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. Inevitably, this digital transition has an effect on how customers perceive experiences with a company as well.

Best practices 98

Best practices Customer Experience Feedback Morale 98

Fonolo

NOVEMBER 24, 2020

I predict that all the leaders, managers, team leaders, and agents will look back and realize how much they grew from the empathy and compassion they gave and how it helped their customers — their fellow human beings.” COVID-19 Made Customers More Empathetic. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Robert Davis

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. Scheduling and sticking to coaching and development. By doing it correctly, I mean several things happen: Coaches are prepared and ask the right questions. Is it easy?

Coaching 48

Coaching Customer Experience Morale Contact Center 48

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Kristina Evey

JANUARY 13, 2015

What does this have to do with your business and the customer experience? So, remember make improving the customer experience a HABIT in your organization. Happy New Year and I’m honored to have you in my community to change the world of business, one experience at a time! EVERYTHING! . . – Arthur F.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. The post Support Talks: Recruiting Top Customer Experience Talent appeared first on Customer Happiness Blog.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Fonolo

JULY 27, 2021

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. But that’s not exactly true.

Morale 152

Morale Upselling Coaching Customer Service 152

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand.

Construction 52

Construction Morale Feedback Coaching 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98