CSM Magazine

FEBRUARY 6, 2025

According to a survey by Gallup : At least 50% of the U.S. Lower Morale Across Teams Disengagement is contagious. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction. And for good reason. Only 32% of U.S.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Beyond Morale

OCTOBER 16, 2012

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. At Duke University, Mike Krzyzewski (Coach K) he has been the head men’s basketball coach since 1980.

Employee engagement 66

Employee engagement Coaching Surveys 66

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. Offer Ongoing Opportunities for Mentorship, Coaching, and Training. Unfortunately, that’s not often the case.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Fonolo

JULY 27, 2021

This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10. CSAT is usually measured through an interactive survey at the end of a call. 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

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Send triggered surveys or send them manually and calculate your CSAT score.

Call Center 128

Call Center Metrics Benchmark Contact Center 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

Real Blue Sky

NOVEMBER 25, 2024

Yet, only 42% of organizations offer emotional intelligence training, according to a Lee Hecht Harrison Penna survey, highlighting a broader challenge: emotional agility receives even less focus. Continuous Feedback and Coaching: Regular feedback is vital. Last, regular recognition and support boost morale and resilience.

Construction 52

Construction Morale Feedback Coaching 52

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. According to the survey, some of the biggest workplace stressors for agents include: Managing work-life balance (41%) Handling complex customer concerns (36%) Answering too many calls (34%) 3.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Higher customer satisfaction and higher agent morale. Decreased call abandonment rates and total call time (by eliminating call holds).

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JUNE 9, 2020

Surveys are also a great way to collect insightful data. For example: Customer satisfaction surveys, employee feedback. This is great for team morale and lets them know what they’re doing well so they can continue the trend. Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Provide your agents with the right tools. Feedback matters.

Morale 67

Morale Call Center Contact Center Coaching 67

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. At Interaction Metrics, we take a smarter approach.

Surveys 62

Surveys Benchmark Feedback Metrics 62

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Not only did this approach build more confidence and improve the employee experience—resulting in a 26.2%

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable. Aon Hewitt.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. Use coaching and feedback for employee development. Some tips to boost team motivation and morale are: .

Management 162

Management Customer Service Best practices Entertainment 162

Kayako

SEPTEMBER 29, 2015

As soon as the first bad survey comes in, everyone will stop trying as hard. Setting multiple goals can boost morale and keep the team focussed. Survey every three months to see agent satisfaction. For example, you do not want to set a goal for 100% satisfaction. You do not want to set goals for the sake of setting goals.

Customer Support 125

Customer Support Morale Surveys Coaching 125

Calabrio

MARCH 31, 2025

With agent-centered gamification, you can integrate game techniques or technology into team workflows to boost morale and employee performance. But dont take business leaders word for it: this research bears out in employee surveys as well. And supervisors monitor the leaderboard to identify agents who may need more coaching.

Gamification 52

Gamification Contact Center Call Center Metrics 52

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. And they can tell. And, they can do it without missing a step.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. For many, managing morale and employee engagement in a contact center is a complete mystery.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Integrity Solutions

JANUARY 6, 2021

Even with high unemployment rates hanging on, Manpower’s latest Employment Outlook Survey sees momentum picking up at the beginning of the year, with more job openings and stable or improved hiring prospects in many areas. Their morale and engagement drop, and things tend to spiral from there. Coach for Sales Success.

Coaching 77

Coaching Sales Morale Personalization 77

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. 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

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. It leads to low morale, poor customer service, and high agent turnover. Then, regularly collect survey responses from your employees on their experience at work.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Apple consistently ranks high in customer satisfaction surveys. Customer Feedback and Surveys Want to know how well your team connects with customers? Start by designing survey questions that target emotional interactions. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.

Surveys 52

Surveys Best practices Feedback Metrics 52

Toister Performance Solutions

JULY 11, 2019

He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. He manipulates survey results to keep his job. Please take this one-question survey that asks whether you currently work with a toxic employee. Toxic Employee Survey.

Advertising 87

Advertising Airlines Surveys Morale 87

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. Use video conferencing for coaching sessions and team meetings. At best, those lines become blurred.

Call Center 94

Call Center Morale Coaching Cloud contact 94

SharpenCX

JUNE 23, 2021

The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). If you’ve got agents pausing interactions a lot, you may have some coaching to do. Outline your goals for CSAT surveys and create a survey process. Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Integrity Solutions

JULY 31, 2024

Recent surveys show half of U.S. Their morale and engagement drop, and things tend to spiral from there. This means your managers’ dedication to coaching is just as important as the sales training you provide. Is coaching a priority, or are they “too busy” for it? What about your managers?

Sales 68

Sales Coaching Morale Surveys 68

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Apple consistently ranks high in customer satisfaction surveys. Customer Feedback and Surveys Want to know how well your team connects with customers? Start by designing survey questions that target emotional interactions. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Customer Relationship Metrics

JULY 27, 2017

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on. Switch gears and think about a very short survey. Millions of Surveys – Different Outcomes. ” Click to Tweet.

Morale 71

Morale Calibration Contact Center Surveys 71

SharpenCX

JUNE 12, 2023

Prioritize Agent Satisfaction Send anonymous surveys. Gauge agent perspectives on a regular basis with surveys they can take anonymously. Then, conduct a more comprehensive annual survey once or twice per year. Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback.

Coaching 67

Coaching Morale Contact center software Call Center 67

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. Post-call surveys trigger automatically, and results feed into performance dashboards.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52