SharpenCX

APRIL 28, 2020

Download Now: Get 29 tactics and facts to build connection and coach your team to success. Gallup found that managers have the power to outline strategies that make the biggest difference in team morale. As a call center manager, you can play a major role in building morale on your team, no matter where they’re working.

Morale 90

Morale Call Center Coaching Contact center software 90

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. When employees see an investment made in their development through coaching and continuous support, they can visualize their upward mobility.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

CSM Magazine

MARCH 28, 2025

Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. For example, when a team member says, You handled that difficult customer situation so well, respond with something like, Thank you, that means a lot. These are tangible examples of your positive impact.

Customer Service 52

Customer Service Management Morale Feedback 52

CSM Magazine

APRIL 22, 2025

For example, a 2002 GitLab survey has shown that 82% of remote engineers name communication as the most challenging part of their work. Even the small wins will boost the teams morale and cheer your engineers up. The Agile approach gives the space to tailor settings and processes to the particular team for better alignment.

Morale 52

Morale Best practices Engineering outsourcing 52

CSM Magazine

NOVEMBER 29, 2024

Some may feel self-conscious about their appearance, while others might be in an environment where turning on their video is not practical—for example, in shared spaces or during a busy commute. Empowering individuals to work in ways that suit their needs and capabilities strengthens both team morale and productivity.

Morale 52

Morale Coaching Personalization Sales 52

Fonolo

AUGUST 17, 2021

Lead by example. As success leaders and call center managers, you need to be an example for your agents. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. The Executive Guide to Improving 6 Call Center Metrics.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Calabrio

APRIL 11, 2025

Examples of SMART training goals could include: “Improve FCR for Tier 1 agents by 10% within 3 months of completing the advanced troubleshooting module.” This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Bill Quiseng

DECEMBER 15, 2014

Of course, the moral to the maxim is that ONLY results matter. Here are some behavioral examples: To feel at home, cared for, comfortable, and at ease (customer’s desired outcome) you should Warmly Welcome your customer. HERE is a great example of a warm welcome). But that’s not exactly true.

Morale 152

Morale Upselling Coaching Customer Service 152

Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. Coach K is More than a Winner.

Employee engagement 66

Employee engagement Coaching Surveys 66

Integrity Solutions

JANUARY 28, 2021

This ramp-up time can vary depending on industry and the complexity of the sale, but as an example, at an SaaS company it can take between 12 and 18 months before the company breaks even on the new sales hire. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization.

Sales 114

Sales Coaching Morale SaaS 114

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching.

Call Center 196

Call Center Self service Gamification Contact Center 196

Taylor Reach Group

DECEMBER 11, 2019

Examples of misaligned objectives can include penalizing Team Leaders for high AHT when it is not an Agent goal. A better, more appropriate measurement, (FCR, for example) could be used to be sure incentives are focused on greater customer satisfaction. Some organizations employ re-earnable bonuses based on a balanced scorecard.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Beyond Philosophy

JULY 29, 2019

For example, I was implementing an extensive Customer Experience program. The moral is, once you start making changes and not just talking about it theoretically, people get engaged. Beyond Philosophy’s latest Training Program Coaching & Advice helps you move forward with consultation that is customized for your specific needs.

Consulting 260

Consulting Consulting Morale Benchmark 260

SharpenCX

SEPTEMBER 1, 2021

A quality customer service rep should be able to explain why customer service matters and offer examples of what good and bad service looks like. If they’re defensive or choose not to deflect instead of reflect, it says they may be resistant to coaching conversations. What do they want coaching to look like?

Call Center 128

Call Center Coaching Contact Center Feedback 128

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

Kayako

OCTOBER 22, 2015

Not only does this help your team by boosting morale, but it helps you understand the common problems they face every day. To deliver that feedback, you need to be prepared with clear data and clear examples of what you’re pointing out. Support your team by fighting for the things that will have a positive impact on problems they face.

Morale 124

Morale Customer Support Coaching Feedback 124

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

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. I remember wondering, how am I ever going to get the handle of this?

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Example Questions for a Call Center Agent Engagement Survey. Call center managers sometimes rely too heavily on data to inform coaching and performance measures. How do you feel about work today?

Call Center 136

Call Center Surveys Coaching Best practices 136

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. This sets a positive example and helps maintain a stable and productive work environment. Last, regular recognition and support boost morale and resilience. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

Fonolo

JUNE 9, 2020

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). For example: Average Handle Time, First Call Resolution. For example: Customer satisfaction surveys, employee feedback. Be consistent.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

TechSee

OCTOBER 10, 2019

In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Monet Software

MARCH 10, 2021

If a hurricane or other natural disaster affects agent availability in a certain geographic area, for example, their counterparts in other regions can fill in. For example, call center managers can implement shorter shifts for remote workers, who don’t necessarily expect eight hours in exchange for their commute. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Taylor Reach Group

FEBRUARY 21, 2018

The resulting low morale and poor performance on these supervisors’ teams should come as no surprise. The Example Starts at the Top. Most important is the example set throughout the organization. If you want supervisors who set a good example, do the following: Promote the right people. Set a good example at all levels.

Morale 56

Morale Coaching Management Personalization 56

Outsource Consultants

SEPTEMBER 14, 2021

For example, if a customer mentions “shipment details” from a number that pairs with a recent order, your call deflection system can automatically update the caller on incoming delivery details. Higher customer satisfaction and higher agent morale. But what do these specific technologies actually do?

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Nicereply

FEBRUARY 9, 2022

For example, in a review, a leader citing a lack of errors as “That’s good. This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. For example, create a rubric that helps you measure the outcomes. But not all errors are morally or ethically wrong.

Morale 98

Morale Coaching Customer centricity Personalization 98

Calabrio

MARCH 31, 2025

Find research, tips, and examples drawn straight from the experiences of Calabrio customers to step up your call centers gamification and performance today. With agent-centered gamification, you can integrate game techniques or technology into team workflows to boost morale and employee performance.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Quality Contact Solutions

FEBRUARY 17, 2022

Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale. Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. They stay in touch with their team and talk to them every day.

Sales 98

Sales Telemarketing Best practices Coaching 98

Robert Davis

JUNE 29, 2018

From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents! Scheduling and sticking to coaching and development. The interactions have a positive effect on morale. Is it easy?

Coaching 48

Coaching Customer Experience Morale Contact Center 48

BlueOcean

FEBRUARY 25, 2019

She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Expivia

DECEMBER 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. In regards to coaching, what can be the most beneficial tool is being completely transparent with your reps. This allows you to see what coaching approach you should take.

Coaching 89

Coaching Education Morale Feedback 89

Kayako

SEPTEMBER 29, 2015

For example, the aims of the business steer the goals of the director of support who uses those goals to create goals for customer support managers and so on. For example, you do not want to set a goal for 100% satisfaction. Setting multiple goals can boost morale and keep the team focussed. Director of Support.

Customer Support 125

Customer Support Morale Surveys Coaching 125

Integrity Solutions

AUGUST 28, 2019

You’re losing out on sales revenue, of course, but also think about the other costs: engagement, morale, turnover , manager productivity and focus, market position and possibly long-term organizational viability. This is also where regular coaching must come into the equation.

Sales 18

Sales Coaching Morale CRM 18

TechSee

AUGUST 26, 2024

For example, turn hold time into gold time by collecting critical info and images of the issue while customers are on hold so agents can more quickly address their issues once they are available. Additionally, mentoring and coaching programs can play a significant role in skill development.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. Great Western Railway provided Autism awareness training for over 3500 front-line staff.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Robert C. Davis and Associates

JUNE 29, 2018

From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents! Scheduling and sticking to coaching and development. The interactions have a positive effect on morale. Is it easy?

Coaching 40

Coaching Customer Experience Morale Contact Center 40