ShepHyken

OCTOBER 8, 2021

It will make sense to send a certain number of automated emails and messages, but that shouldn’t be your main method of communicating with customers looking for solutions. . Receiving negative customer queries can be tough on morale and drain your energy. Make Note of Feedback.

Best practices 359

Best practices Customer Service Morale Feedback 359

ShepHyken

NOVEMBER 27, 2023

Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customer service and sales reps tools that they can use to deliver a personalized and better CX. This AI Customer Service Blueprint breaks down how to integrate AI for customer support into three main levels.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

TeleDirect

MARCH 20, 2025

In this blog, we will explore proven techniques to elevate call center performance, boost customer satisfaction, and ensure that your call center delivers top-notch customer service. Foster a Positive Work Environment Happy agents are more likely to deliver positive customer experiences. Encourage teamwork and collaboration.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

Robert Davis

NOVEMBER 4, 2019

This is a very common challenge in contact centers and leads to missed KPIs, low morale and high attrition. For a Fortune 100 telecom client, the discipline we built into the daily routines of supervisors improved customer retention from 31% to 45%. Morale improved and attrition declined.

Morale 9

Morale Coaching Best practices Contact Center 9

Kayako

AUGUST 13, 2015

Collect customer retention insights from the Account Management team and recognise which retained customers were supported by your team. Also, hold regular meetings with your team to collate and share the most popular and important pieces of customer feedback to the rest of the company. Remind them why they’re needed.

Customer Support 129

Customer Support Morale Customer retention Feedback 129

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CrazyCall

DECEMBER 19, 2019

Furthermore, those working in sales are likely to be happy about having the opportunity to share the insights that they have gained while interacting with customers. You might be surprised by how much cooperative efforts can boost morale among your employees. Preventing Customer Upset Before it Occurs.

Customer retention 66

Customer retention Sales Marketing Customer Service 66

CSM Magazine

MARCH 20, 2025

Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Prioritize Employee Wellness Maintaining employee wellness can significantly improve retention and productivity.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

SharpenCX

JUNE 10, 2021

Boosting morale and increasing motivation can reduce attrition, increase customer retention, and drive performance. Plus, it makes your employees (and customers) happier. Affirm them when you can and keep pushing them to be their best. Be genuine and specific in the ways they’re improving or how you’re proud of them.

Morale 67

Morale Call Center Contact Center Coaching 67

CSM Magazine

APRIL 25, 2025

It also minimizes the risk of errors and delays, ultimately enhancing the overall customer service experience. By implementing automated tools and processes strategically, companies can elevate the efficiency of their support operations, leading to improved customer retention.

Multi-channel support 52

Multi-channel support Customer Service Metrics Feedback 52

Joe Rawlinson

JULY 5, 2020

Constant turnover can make it difficult to build that rapport that is so important in customer retention. Boosting employee retention can require quite a few changes to company policies and hiring processes. Taking a proactive approach to improving employee retention will impact customer retention directly.

Entertainment 107

Entertainment CRM Morale Customer retention 107

ProProfs Blog

NOVEMBER 15, 2021

For enhanced productivity, it is essential to have an accurate glimpse into the overarching mood and the overall morale in your company. Good business questions allow you to gauge employee morale and understand how satisfied employees are with their roles and responsibilities, work environment, and company policies.

Surveys 144

Surveys Morale Feedback Customer effort 144

Lumoa

FEBRUARY 13, 2018

They learnt that the customers actually liked the new product, but it was way too expensive. They also found that the speed and friendliness of customer support left much to be desired. What's the moral of the story? Improve customer retention and decrease churn Sounds complex, but in reality it's simple.

Feedback 111

Feedback Morale Customer retention Metrics 111

NobelBiz

APRIL 29, 2025

Customers hear one story during the sales process, only to experience something different after the contract is signed. Its a recipe for frustration, churn, and internal blame that erodes not just customer loyaltybut also your team’s morale. It’s poison for your internal culture.

Call Center 40

Call Center Sales Morale Contact Center 40

Fonolo

MAY 30, 2023

Employees who use it report having a better work-life balance and improved morale. Improving the customer experience A better customer experience is always the goal in a contact center. Employees who use it report having a better work-life balance and improved morale. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

TeamSupport

JULY 26, 2019

The real question is why should businesses place a priority on being efficient at customer service? Here are a few reasons why efficient customer service is valuable to B2B companies…. It shows customers you respect their time – The words “ customer retention ” are hot as fire right now in the B2B industry.

B2B 70

B2B Customer Service Morale Customer retention 70

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Customer Retention Rates: Empathy builds loyalty. Empathy becomes contagious.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

SharpenCX

AUGUST 31, 2021

Customer satisfaction, or CSAT , is the primary customer service metric that helps you prove contact center results. There’s a clear correlation between customer satisfaction, customer loyalty, corporate revenues, employee morale and performance. Customer Churn Metrics.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Customer Retention Begins with Trust.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Customer Retention Rates: Empathy builds loyalty. Empathy becomes contagious.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Kristina Evey

JULY 30, 2014

The staff will feel more empowered to do their jobs and the customer will be delighted with less of a hassle than they anticipated. So, Customer Experience Mapping does a lot more than creating more satisfied and loyal customers, it enhances morale and employee engagement as well.

Customer Experience 76

Customer Experience Journey mapping Morale Customer retention 76

ProProfs Blog

DECEMBER 12, 2019

When a business strives to improve help desk performance by incorporating various help desk tips and tricks, it creates scope for increased sales, high customer satisfaction , and enhanced customer retention. Improving Help Desk Performance in Ten Steps. Gather the Right Metrics. Define Your Goals.

Wait times 143

Wait times Metrics Self service Feedback 143

Satrix Solutions

MAY 9, 2018

That’s because feedback shared in your customer satisfaction surveys can validate your corporate positioning or uncover opportunities to improve your message. Marketing will also want to use this information as they build successful customer retention marketing programs.

Feedback 103

Feedback Morale Consulting Consulting 103

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. Ultimately, investing in agent engagement is an investment in the overall business, which has a long-term positive impact on sales growth and customer retention.

Call Center 115

Call Center Contact Center Metrics Morale 115

Kristina Evey

JANUARY 13, 2015

If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. My egg breakfast is a daily habit, an action DIRECTLY RELATED TO MY GOAL. . . Wishing it won’t make it happen. Wanting it won’t make it happen.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

aircall

DECEMBER 15, 2017

Parity and employee morale provide their own — less tangible , but potentially more important — type of ROI. Shipping updates, product inquiries, enrollment questions — categorizing your communications will help you resolve issues faster and promote impressive customer retention rates. Inspire Innovation Across the Business.

Analytics 90

Analytics Morale Metrics Call Center 90

Kayako

NOVEMBER 10, 2016

Churn is the term for customers asking to stop their subscription, or customer attrition. It drains revenue and impacts deeply on company morale. There are two categories of churn to understand: Customer churn (Monthly/Yearly Basis). Understanding four customer personas to help you kill churn.

SaaS 90

SaaS Customer retention Morale Accountability 90

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

CX Journey

OCTOBER 3, 2017

One piece missing from this image is the addition of "And the moral of the story is." there was a company that was losing employees, customers and, ultimately, money. they hired a Chief Customer Officer and a Chief People Officer. The moral of the story is. at the end. So, imagine if you will. Once upon a time.

Chief Customer Officer 61

Chief Customer Officer Morale Transportation Customer centricity 61

Joe Rawlinson

JANUARY 31, 2018

Well, there’s a purpose behind this form of constant messaging: customer retention. Moreover, email marketing gives your brand the chance to stay in touch with customers and provide them with valuable information. This practice can also serve as a call to action and boost morale. Educate Through Email Marketing.

Marketing 83

Marketing Education Morale Advertising 83

Hodusoft

MARCH 5, 2025

Loss of Morale “So near, yet so far.” ” When an e-commerce company loses a majority of its visitors just a few clicks away from closing the deals, it has an extremely adverse effect on its morale. It feels like snatching defeat from the jaws of victory.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Comm100

DECEMBER 19, 2017

[Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. How can we reduce delays to customer calls and increase responsiveness this quarter?

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

Satrix Solutions

JUNE 25, 2020

A lack of clear customer expectations for new accounts should be a top concern for your organization as it can impact time-to-value and place negative tones on the engagement, the customer relationship, your reputation, and ultimately, employee morale. The product doesn’t function as expected.

Morale 78

Morale Surveys Sales Customer retention 78