Outsource Consultants

FEBRUARY 18, 2025

Negative customer feedback and declining customer satisfaction: The cumulative effect of these issues often manifests as negative reviews, complaints, and a general decline in customer satisfaction scores. Internal Feedback Channels: Encourage open and honest feedback from your employees and internal teams.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

ProProfs Blog

JUNE 26, 2019

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Customer Feedback Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. CUSTOMER FEEDBACK: “We saw a reduction in our abandon rate, an increase in member satisfaction, and an upsurge in agent morale.” – Mark Edelmen, VP of Digital Member Services, Stanford Federal Credit Union.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%.

Call Center 196

Call Center Self service Gamification Contact Center 196

24-7 InTouch

NOVEMBER 11, 2024

Agents were able to leave nesting ahead of schedule and achieve production levels five weeks faster — without sacrificing the high-quality, consultative customer experience that the beauty brand’s customers expect.

First call resolution 52

First call resolution Morale Consulting Consulting 52

Taylor Reach Group

MAY 14, 2019

Box for comments and feedback. That’s not to say you shouldn’t consult your legal team, because, if you’re not careful, that class action suit will likely follow. To find out more about how Taylor Reach can help your company with improved customer experience, CLICK HERE to schedule a free consultation. Respond Quickly.

Customer Service 121

Customer Service Consulting Consulting Morale 121

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ProProfs Blog

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. Gather Qualitative Feedback. Product Feedback Business Questions.

Surveys 144

Surveys Morale Feedback Customer effort 144

Call Center Weekly

AUGUST 14, 2017

Even more so, if the customer isn't given the option to comment or provide feedback on the survey. Over time, this will impact revenue, employee morale, and the ability to retain both customers and staff. I have led or consulted contact centers of various sizes across numerous industries. What is one to do?

Customer Service 136

Customer Service Contact Center Surveys Morale 136

Taylor Reach Group

NOVEMBER 26, 2019

For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. To find out more about how Taylor Reach can help your company with agent attrition and retention, CLICK HERE to schedule a free consultation.

Contact Center 98

Contact Center Morale Consulting Consulting 98

CX Accelerator

APRIL 30, 2018

The feedback might be slow at first, but it will get them thinking of the customer experience and soon they will share amazing insights and suggestions to creating a positive and impactful journey for your customers. Respect their role in the company, give them the credit they deserve, listen to their feedback and be ready for the results.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Hello Customer

APRIL 9, 2020

It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. Use feedback to steer processes. There has been no better time to capture feedback from your customers than now. As a bonus, you will receive tons of positive feedback too.

Best practices 98

Best practices Customer Experience Feedback Morale 98

TeleDirect

MAY 20, 2019

The resources, time, and money required to meet your own demanding standards often override realistic projections, which in turn negatively impacts employee morale and your bottom line, just to name a few factors. The chance to offer feedback. Surveys and feedback are just a few important elements of TeleDirect’s outbound services.

Call Center 81

Call Center outsourcing Business Process Outsourcing Morale 81

Noble Systems

APRIL 3, 2020

This means that calls can automatically be directed to the last consultant spoken to, VIP callers can be placed at the front of the calling queue, or calls can be directed to a specific consultant that speaks a particular language – the options are endless. Improve Morale by Freeing Consultants from Mundane Tasks.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

Customer Guru

MARCH 5, 2018

Mr. Zenger is the CEO and Mr. Folkman is the President of Zenger Folkman, a leadership development consultancy. Further, they must reward and recognize good work to keep the morale of the team high. Feedback analysis and action on the feedback is of paramount importance to enhancing the customer experience of any business.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

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. Learn more about Bill here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ClearAction

MAY 31, 2015

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Send relevant customer feedback to each department in your company regularly. This does not mean that customers need to step out of their world and provide consulting or a report card on everything you do.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Russel Lolacher

MAY 7, 2023

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. How to create a psychologically safe space for feedback. And she was a McKinsey consultant for many years, she has a really rich experience.

Feedback 102

Feedback Engineering Personalization Consulting 102

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Sukhpreet Kaur, Technical Consultant at Kayako, sees product testing as an invaluable link between teams with different skills. Sandeep Kaur, Customer Support Advocate. “To

Customer Service 87

Customer Service Engineering Coaching Self service 87

Quiq

JULY 28, 2022

And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. Agents might not feel supported by their leaders, which could lead to low morale and faster burnout as a result. Minimize sizing questions by proactively offering sizing consultations. Share video tutorials.

Customer Service 90

Customer Service Wait times Airlines Morale 90

360Connext

APRIL 28, 2017

” But now there are ways to tie individual customer’s feedback with the specific employees who served them. What do you think you did to earn this kind of feedback? ” Morale, motivation, and consistency in performance go up. Let’s share it with the group.”

Airlines 77

Airlines Wait times Metrics Morale 77

Outsource Consultants

JANUARY 9, 2025

At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses. Several key strategies can significantly enhance agent effectiveness and morale. Call recording and analytics tools provide specific, actionable feedback.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Taylor Reach Group

MAY 11, 2023

Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale. To find out more about how Taylor Reach can help with your medium- to large-scale contact center systems implementation, CLICK HERE to schedule a free consultation.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Callminer

AUGUST 6, 2019

Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. Take feedback from users during the trial period. In any role, people need to receive feedback about how they’re doing and where they could improve.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

JUNE 11, 2020

Agents meet up with supervisors or managers for performance conversations, soak in some feedback on metrics they missed, put their headsets back on and jump right back to customer conversations. Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Outsource Consultants

MARCH 29, 2021

KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements. So make sure to offer your BPO vendor opportunities to provide feedback and suggestions. Otherwise, you’re fighting for metrics that don’t drive business results for your brand.

Management 76

Management Calibration Call Center Upselling 76

Taylor Reach Group

NOVEMBER 21, 2019

In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Outsource Consultants

FEBRUARY 21, 2024

Improved Agent Experience: AI offers boosted morale, optimized schedules, and real-time feedback for self-improvement. Outsource Consultants can help you compare top AI providers and tailor them to your specific needs. It’s not about who does what, but how they do it together.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” It leads to low morale, poor customer service, and high agent turnover. Studies have revealed a direct correlation between customer satisfaction, customer loyalty, corporate revenues, employee morale and performance.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Contributions to the business in terms of feedback on customer concerns and areas where customer service answers can improve. Published on: September 18, 2019. Share this page on: Tweet.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Fonolo

AUGUST 29, 2019

It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Jeanne Bliss, CCO Pioneer, Keynote Speaker, Author and Consultant: “Build your “RESPECT DELIVERY MACHINE!” Get their feedback. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

GetFeedback

OCTOBER 21, 2019

Galletto says that companies can start thinking more strategically about the customer experience using the following tactics: Gathering feedback through customer surveys. Companies should continuously source and capture feedback through surveys and customer satisfaction polls and outreach. Share insights across the entire organization.

Customer Experience 79

Customer Experience Management Surveys Feedback 79

Kayako

NOVEMBER 10, 2016

It drains revenue and impacts deeply on company morale. Customers must feel that you are personal and open to feedback. Personal consultation by Customer Success Manager. Churn is the term for customers asking to stop their subscription, or customer attrition. For SaaS companies, and any subscription company, churn is the enemy.

SaaS 90

SaaS Customer retention Morale Accountability 90

ClearAction

NOVEMBER 5, 2017

This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? The post Customer Experience Vision Silos Dictate Value appeared first on ClearAction Customer Experience Consulting.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Outsource Consultants

JANUARY 13, 2025

At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. This approach helps agents practice real-world scenarios and receive immediate feedback. This not only boosts morale but also sets positive examples for the entire team. Celebrate wins, both big and small.

Call Center 67

Call Center Management Gamification call center software 67