CSM Magazine

FEBRUARY 6, 2025

If you lead a customer service team, understanding the nuances of quiet quitting and its implications is essential. Here’s an insightful look into the concept, how it affects customer service, and actionable strategies to combat its effects effectively. How Quiet Quitting Affects Customer Service 1.

Customer Service 52

Customer Service Morale Coaching Surveys 52

ShepHyken

DECEMBER 28, 2021

She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future. Top Takeaways: Are customers more easily upset today than 30 years ago? Be a role model.

Morale 200

Morale Consulting Consulting Coaching 200

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. It can also provide motivation and guidance for self-coaching.

Best practices 174

Best practices Call Center Morale Coaching 174

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Product & Service Demonstration. It was overwhelming.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

TeleDirect

APRIL 7, 2025

The Role of Training in Preparing Call Center Teams for Success The Role of Training in Preparing Call Center Teams for Success is an essential topic for any business that values high-quality customer service , operational efficiency, and employee satisfaction. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Kristina Evey

MARCH 18, 2015

Bad customer service – we’ve all experienced it. Poor customer service is rampant these days. The impact of poor customer service on your business is more than just the occasional upset customer. Customers leave because of bad service. Coach to Success. It’s just a phase.”.

Customer Service 109

Customer Service Sales Coaching Morale 109

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

ProProfs Blog

MAY 6, 2020

What makes managing a remote customer service team so daunting? Use coaching and feedback for employee development. You and your employees can check customer history, use data for actionable insights, and also offer personalized customer experiences because of it. So, what to do? How do you motivate a remote team?

Management 162

Management Customer Service Best practices Entertainment 162

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

Callminer

FEBRUARY 10, 2020

In most scenarios, active coaching is handled away from the call center floor, where agents and their assigned mentors can work together without additional distractions. 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

Call Design

FEBRUARY 19, 2025

Essential activities like coaching, performance development, and rolling out strategic initiatives are often postponed or cancelled as priorities change. Delivering Coaching, Training and Knowledge Effective coaching is the foundation of high-performing teams. Real Time Analysts therefore have a difficult task.

Time management 60

Time management Management Coaching Average Handle Time 60

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. In the recent 2023 State of CX report by The Northridge Group, 92% of business leaders surveyed said they would like to provide additional training to their customer service representatives.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

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 81

Coaching Morale Analytics Benchmark 81

CX Global Media

JULY 11, 2019

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. Nate Brown Director Of Customer Experience, UL EHS Sustainability.

Contact Center 120

Contact Center CCNG Morale Coaching 120

SharpenCX

NOVEMBER 10, 2020

If you’re anything like me, you’ve lived through a few (or a dozen) bad customer service experiences. Because of those memories, I try to avoid calling customer service at all costs. And I’ve worked in customer service. News flash: customer service in call centers doesn’t have to be terrible.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction.

Analytics 52

Analytics Coaching Morale Metrics 52

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. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

Kayako

MARCH 9, 2017

We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. You can build on each of these eight customer service skills substantially, and give yourself an advantage through your resume, job application, and ace any interview. Sandeep Kaur, Customer Support Advocate.

Customer Service 82

Customer Service Engineering Coaching Self service 82

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Suddenly, customer insights became the golden ticket!” Keynote Speaker and Official Forbes Coach. CX & Customer Service Expert, Founder of ThinkCX.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

CX Global Media

JULY 10, 2019

He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. EXPERT SESSION – How Consistent is Your Service? Jackie Morales Chief Insurance Officer, Bestow. Lisa Oswald ?Senior

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

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. About Nicholas Goss.

Morale 152

Morale Upselling Coaching Customer Service 152

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 61

Coaching Feedback Morale Accountability 61

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. And, treating your employees well is the first step to a better customer experience. They keep team morale high.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Call Center Weekly

JULY 18, 2017

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Make the decision to trust this process before you begin, or risk sabotaging your team, their morale, and yourself. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

SharpenCX

SEPTEMBER 1, 2021

Soft skills make your agents human and play a huge role in delivering quality customer service. What does customer service mean to you? This question gets at the driving beliefs and principles your candidate has about the role of customer service. Customer service is a team sport.

Call Center 128

Call Center Coaching Contact Center Feedback 128

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

JULY 27, 2021

Invite your agent to assess their own performance and customer service first. This indicates that customers love chatting with them, and they provide exception customer experiences. Every agent has unique strengths, and recognizing them improves agent morale. Offer coaching sessions and mentorship.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . Implementing A Customer Service Strategy. Customer Service Strategy Through The Standards of Behavior.

Customer Service 75

Customer Service Morale Accountability Coaching 75

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

Kristina Evey

JANUARY 13, 2015

I spent some time the past few weeks mapping out content, workshops, and coaching programs to help each of you make more money, enjoy your business, improve the morale of your staff, and simply making the customer experience more natural to the DNA of your company. . Working at it will make it happen. .

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. Customer service isn’t a bad gig, but it does come with its stresses. It’s hard work.

Morale 67

Morale Call Center Contact Center Coaching 67