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

Kayako

OCTOBER 22, 2015

Every customer support manager needs to be able to trust the members of their team. If they are, you’re not supporting them right, and you’ll inevitably start to notice poor performance and potentially lose some great team members in the process. The voice of your company is the same voice of your customer support team.

Morale 124

Morale Customer Support Coaching Feedback 124

CSM Magazine

NOVEMBER 29, 2024

Empowering individuals to work in ways that suit their needs and capabilities strengthens both team morale and productivity. For employees who are on the move, like commuting or traveling for business, audio-only meetings provide a flexible way to stay connected without needing a stable visual setup.

Morale 52

Morale Coaching Personalization Sales 52

TechSee

SEPTEMBER 29, 2020

Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

Kayako

SEPTEMBER 29, 2015

Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Click To Tweet.

Customer Support 125

Customer Support Morale Surveys Coaching 125

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Sandeep Kaur, Customer Support Advocate.

Customer Service 82

Customer Service Engineering Coaching Self service 82

Nicereply

FEBRUARY 9, 2022

Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. . I recently sat down with Paul to talk about how embracing errors, instead of shaming them, can improve your support organization. It is immoral and illegal.

Morale 98

Morale Coaching Customer centricity Personalization 98

Outsource Consultants

FEBRUARY 9, 2025

Bilingual customer support isnt just a nice-to-haveits a necessity for businesses targeting both English and Spanish-speaking markets. This post breaks down why Mexico is the ideal destination for businesses looking to enhance customer experience while optimizing costs. Thats where Mexicos nearshore call centers shine.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Training isn’t just for new hires!

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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.

Coaching 48

Coaching Morale Analytics Benchmark 48

The Northridge Group

JULY 20, 2023

In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Fonolo

APRIL 27, 2020

And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries. It’s never been more important for call center managers to support their agents. But the pandemic has forced a transition to remote working virtually overnight.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. To keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

ProProfs Blog

MAY 6, 2020

Use coaching and feedback for employee development. Some tips to boost team motivation and morale are: . So, all the set methods of motivating your teams become useless. . So, what to do? The best ways to motivate your remote team are: Have video collaborations instead of conference calls. However, things don’t end here.

Management 162

Management Customer Service Best practices Entertainment 162

SharpenCX

JULY 14, 2020

In the general workforce, customer support is one of the functions most at risk for burnout, and that’s without crisis. Turnover is expensive and takes a toll on morale. It’s not impossible to combat stress and abusive language from angry customers. From Bullying to Burnout.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

aircall

JANUARY 16, 2018

Instead of setting up a cot and bedpan in the support section of your office, give your agents the freedom of choice. When “clocking-in” only requires opening an app on one’s smartphone, being “present” won’t also decrease morale. Do I have all the necessary information?

Interactive Voice Response 91

Interactive Voice Response voip CRM Morale 91

Fonolo

SEPTEMBER 21, 2023

Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

aircall

JULY 14, 2021

You can identify disengaged employees by their low morale and negative perception toward work and even their colleagues. Offer Ongoing Opportunities for Mentorship, Coaching, and Training. You can offer training programs on interpersonal skills so your employees can boost their customer support services.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Nicereply

OCTOBER 20, 2020

Given that, hiring customer support agents is one of the most important things a team can do. In general, I would recommend that you focus on something more technical or directly related to a support role, but this worked to charm my interviewer, and I got the job. You, as the applicant, hold the upper hand.

Education 76

Education Construction Morale Coaching 76

Playvox

OCTOBER 12, 2022

Give space to succeed, and your remote contact center—and customers—will benefit. Just because you don’t hear from your customer service representatives doesn’t mean they don’t need your help. Unexpected problems come up, and they should know someone is available to support them when needed. This data was very clear.

Best practices 76

Best practices Contact Center Management contact center solutions 76

aircall

MARCH 7, 2017

After call work, or ACW, encapsulates all the tasks which a customer support or sales representative must complete once they’ve terminated a call. Ending a call, no matter how satisfied the customer is when the call ends, doesn’t mean that it’s a wrap. Coaching booster shots. What is after call work? Provide resources.

call center software 76

call center software Call Center Coaching CRM 76

CSM Magazine

APRIL 6, 2023

The integration with GPT systems—such as ChatGPT—is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support.” The commercial potential of generative AI tools requires a moral juggling act, balancing possibility with responsibility.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

AUGUST 7, 2020

They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Most importantly, they ensure customer satisfaction whether face-to-face, over the phone, or through email. They separate ordinary from extraordinary customer service managers.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

Call Experts

DECEMBER 28, 2018

Explain the moral values, goals, and vision of your company. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Customer Support and Call Center Conferences 2018. Customer Service benchmarks show the importance of a great procedure!

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Monet Software

JULY 30, 2019

Furthermore, you should invest in regular coaching sessions with a focus on the low performers. Net Promoter Score (NPS): Your NPS score helps gauge customer loyalty and offers a complete view of customer sentiments regarding their overall experience with your brand. Customer Experience.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. Here are four steps to help you assess the specific needs of your customer-facing teams: 1. Here are a few ways to cultivate this type of culture: 1.

Morale 52

Morale Sales Feedback Construction 52

Squelch

DECEMBER 19, 2019

How did you get started in customer service and support? I want to be in customer support.”. For me, the path to support was through training. Having been in support for over 30 years, one of the things I’ve become particularly good at is having empathy. Things people could take outside of the workplace.

Coaching 52

Coaching Customer Service Finance outsourcing 52

TLC Associates

NOVEMBER 19, 2019

Whether you’re in an industry with strict security regulations (think healthcare customer service or BFSI customer support ) or just want to save your business millions in lost sales and legal fees, this level of scrutiny is a must. And watch out for how supervisors and coaches deal with agents.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

JustCall

APRIL 3, 2023

But while cold calling is still very much a part of the sales process, manual dealing and waiting for people to answer is highly time-consuming and frustrating, especially leading to the sales folks losing their morale. This makes it ideal for a seamless customer support experience across businesses of all shapes and sizes.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Playvox

MARCH 12, 2023

Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52