Steve DiGioia

JUNE 20, 2016

Employee morale is at an all-time low. Today’s employees; regardless of their social status, geographic makeup or millennial segmentation, face a vastly different work environment that those of 30-40 years ago. Is that the reason for poor employee morale? Bad leaders beget bad employees. Yeah, sure….

Morale 167

Morale Employee engagement Surveys Management 167

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee engagement 248

Employee engagement Morale Personalization Customer Experience 248

ShepHyken

FEBRUARY 7, 2023

Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale. A clean car – One of my clients shared that once a year, the executives would wash the employees’ cars. That can cause customers to leave as well. Follow on Twitter: @Hyken

Morale 322

Morale Customer Service Employee engagement 322

ShepHyken

FEBRUARY 3, 2021

When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. The employees quit, which is understandable.

Morale 394

Morale Surveys Management Customer Service 394

ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ShepHyken

APRIL 21, 2020

Hiring the Right Employees to Deliver Exceptional Customer Service. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Start by Being a Great Place to Work.

Morale 290

Morale Surveys Marketing Customer Service 290

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. Product & Service Demonstration.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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

JULY 1, 2016

But what if you are ignoring your greatest resources for improvement: your frontline employees? Feedback from customers and opinions of management can all be skewed due to a limited perspective. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Fonolo

JUNE 17, 2021

Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Employees with familial obligations for example might benefit greatly from flex work.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Callminer

OCTOBER 11, 2018

Employee engagement. However, it is extremely important for customer satisfaction since call center agents are the key to creating and retaining customers. Call center agents work in customer-facing roles and, therefore, can make or break the company’s reputation in an instant. Cory Peace @simplr.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

Morale 189

Morale Call Center Contact Center Surveys 189

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Poor work-life balance lowers morale and contributes to high turnover rates.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

TeleDirect

APRIL 7, 2025

The Role of Training in Preparing Call Center Teams for Success The Role of Training in Preparing Call Center Teams for Success is an essential topic for any business that values high-quality customer service , operational efficiency, and employee satisfaction. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. It’s time to recognize all their hard work.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Nate Brown Director Of Customer Experience, UL EHS Sustainability. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee engagement 52

Employee engagement Construction Morale Education 52

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. This is a serious issue in Customer Service and Support teams which rely heavily on teamwork to keep customers happy. So, how do you improve employee morale and motivation?

Morale 59

Morale Customer Support Employee engagement Metrics 59

Fonolo

AUGUST 24, 2021

High employee turnover. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Callminer

OCTOBER 3, 2019

“One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. Be sure you meet regularly with your employees to check-in and make sure they’re still happy and motivated. “If Keep the three key factors of employee engagement in mind. What is the answer?

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. WFM is a powerful morale-boosting tool for agents. Provide purpose and tools.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Establish Expectations.

Coaching 91

Coaching Customer Service Scripts Morale 91

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Having this insight before a situation can erupt publicly is invaluable.

Airlines 216

Airlines Morale Benchmark Marketing 216

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Ansafone

OCTOBER 6, 2017

How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. Here are five ways you can support the important, essential work of customer service staff year-round.

Customer Service 74

Customer Service Morale Call Center Contact Center 74

Hello Customer

DECEMBER 16, 2020

It's tough to manage a customer service department. Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. When executives don’t see the value of great customer service you’re seen as a cost, not as an opportunity.

Customer Service 76

Customer Service Morale Feedback Metrics 76

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? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Coaching 59

SharpenCX

APRIL 14, 2020

Research says companies with excellent customer experience have employees who are 1.5x more engaged than employees at low performing companies. The metrics associated with your customer service have power. They tell the story of how your whole company cares for its customers and how your agents contribute.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Taylor Reach Group

JANUARY 22, 2020

When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets. Happy employees are required to create happy customers. By Colin Taylor.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125