Beyond Philosophy

FEBRUARY 27, 2017

In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Call Center Weekly

OCTOBER 25, 2017

Establishing a borderless community benefits employee morale, creates a culture of entrepreneurship, empowerment, and growth both for the employee and customer base. Horan Consulting, LLC. Horan Consulting, LLC. Follow the leader: LinkedIn | Bridget Horan Consulting, LLC. Bridget Horan is the owner/operator of Bridget Y.

Morale 192

Morale Consulting Consulting Customer Care 192

Beyond Philosophy

OCTOBER 20, 2014

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. They often disguise their toxicity as “constructive criticism” or calling themselves “realists.” If you would like to follow Beyond Philosophy click here. Blogs Employee Experience Thought Leadership'

Construction 292

Construction Morale Consulting Consulting 292

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Airlines 215

Airlines Customer Service Employee engagement Morale 215

Beyond Philosophy

JULY 26, 2018

The moral of this story is that if you take the time to do the research, you bloody well better do something once you have it! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We all use a Reference Point when we compare things.

Real estate 330

Real estate Morale Customer Experience Consulting 330

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

DECEMBER 28, 2021

Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. Standing up for your staff is great for morale and loyalty. About: Rebecca Morgan , CSP, CMC, CVP is an international speaker, management consultant and bestselling author. Calming Upset Customers.

Morale 191

Morale Consulting Consulting Coaching 191

Beyond Philosophy

OCTOBER 28, 2021

Carbone agrees, adding that every company has a moral obligation to create value. Carbone recalls the fate of Polaroid and Kodak, great brands that vanished because they lost sight of a moral obligation to create value for society and its employees. The Pioneers of CX Discuss appeared first on CX Consulting.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

ShepHyken

NOVEMBER 19, 2023

BONUS 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Morale 158

Morale Customer Service Chatbots Feedback 158

Beyond Philosophy

JULY 24, 2019

We can say that organizations should be trustworthy because, from a moral and ethical standpoint, it is the right thing to do. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Also, what is the danger of that? . Trust is a funny emotion.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. Throw compensation into the mix, and you have the makings for the ultimate morale deflator. This contrast can make remote-workers feel undervalued and will lower morale and engagement for all staff.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Beyond Philosophy

NOVEMBER 22, 2017

That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Banking 223

Banking Enterprise Consulting Consulting 223

Beyond Philosophy

AUGUST 25, 2019

We talked about the idea that trust is a nice, ethical, and moral thing to use as a basis for your interactions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. There is No “Right” Relationship for Every Situation.

Morale 358

Morale B2B Consulting Consulting 358

ShepHyken

NOVEMBER 27, 2023

BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Customer Service 182

Customer Service Morale Customer retention Marketing 182

Fonolo

NOVEMBER 24, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. ” — Blair Pleasant , C ontact Center Industry Analyst & Consultant at BCStrategies. COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. The moral is, once you start making changes and not just talking about it theoretically, people get engaged. It was a reorganization with the front office and back office call centers, so, in other words, a lot of changes in who does what and when.

Consulting 260

Consulting Consulting Morale Benchmark 260

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? LOW MORALE Providing agents with the opportunity to give honest feedback can do wonders for addressing employee apathy that is the result of low office morale.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Call Center Weekly

JANUARY 31, 2018

Improved Morale – Imagine the long-term effects to employee morale in the example given above regarding the vendor manager’s decision to spend time working on the front lines. Errol Allen is an operations consultant and customer service expert. Hopefully, more realistic performance goals were the outcome of this scenario.

Morale 136

Morale Consulting Consulting Management 136

Call Center Weekly

OCTOBER 9, 2017

Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment. I have led or consulted contact centers of various sizes across numerous industries. Two primary reasons are the creation of a talented workforce, and agent loyalty.

Contact Center 273

Contact Center Morale Government Education 273

ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

MARCH 31, 2020

As long as it’s legal, moral and ethical—do it.”. “No Today, he serves on various boards, speaks and acts as a consultant across industries. Quotes: “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.”. “Do

Morale 165

Morale Consulting Consulting Marketing 165

Taylor Reach Group

JANUARY 22, 2020

When agents recognize that their income and/or upward mobility is threatened, their morale, engagement and employee satisfaction will drop, as will their commitment to helping customers. To find out more about how Taylor Reach can help your company with employee and the customer experience, CLICK HERE to schedule a free consultation.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

Fonolo

NOVEMBER 3, 2020

CX Expert, Speaker & Consultant. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. B2B Tech & Marketing Consultant The post 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction first appeared on Fonolo. That awareness will stick with them hereafter.”

Contact Center 167

Contact Center Coaching Consulting Consulting 167

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. They keep team morale high. It’s clear Shopify employees love their work. They’re 12% more productive.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

TeleDirect

JANUARY 4, 2025

Recognition and incentives to boost morale. Healthcare Healthcare providers rely on 24/7 support for appointment scheduling, patient inquiries, and telehealth consultations, improving patient care and accessibility. Employee Burnout Working night shifts and handling difficult customers can lead to burnout.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

ShepHyken

SEPTEMBER 24, 2023

In addition to his writing and consulting in the CX space, Kelechi works for a company, so he’s speaking and writing from experience. All of this has caused employee burnout, low employee morale, high turnover, inconsistency including bad experiences along the customer journey, and customer attrition.

Customer Service 186

Customer Service Morale Surveys Consulting 186

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. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

Outsource Consultants

JULY 17, 2018

Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale. The post Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale appeared first on. We can help!

Morale 52

Morale Scripts Contact Center outsourcing 52

Robert Davis

NOVEMBER 4, 2019

This is a very common challenge in contact centers and leads to missed KPIs, low morale and high attrition. Morale improved and attrition declined. Would you like to realize giant gains in performance and morale and lower attrition? Let’s set up a call and discuss how Robert C.

Morale 9

Morale Coaching Best practices Contact Center 9

Outsource Consultants

SEPTEMBER 14, 2021

So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. Higher customer satisfaction and higher agent morale. Outsource Consultants boasts more than 25 years of expertise, helping contact center staffs thrive amidst the biggest industry challenges.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Joe Rawlinson

MARCH 24, 2014

A combination of both is important to maintaining morale in your area. Marissa Clark is a business consultant, tech geek and sci-fi fanatic from New York. Personal recognition by the manager goes a long way to building a solid team. Recognition can come in the form of team activities or may be directed to an individual, says Zen Desk.

Customer Service 153

Customer Service Morale Education Consulting 153

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Consider LMS or gamification platforms to help raise morale around ongoing remote training and work. Contact us today for a no-cost, risk-free consultation. Here are some of the more obvious benefits: Lower Overhead. Brand Connectivity.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

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. Without Sidd Pro it takes more time to look for appropriate templates to compose my email response.

First call resolution 52

First call resolution Morale Consulting Consulting 52

CSM Magazine

JANUARY 29, 2025

These communities often provide moral support, study tips, and motivation when you need it most. About the Author Melissa Jones is an educator and consultant for more than two decades. You can share resources, quiz each other, and discuss challenging topics.

Education 52

Education Morale Consulting Consulting 52

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

Taylor Reach Group

MAY 14, 2019

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

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