ShepHyken

JULY 1, 2016

Don’t be afraid to implement an idea presented by an employee (if you think it’s viable) and definitely give them credit. Having a continual process to engage all of your employees, stakeholders, and customers will increase productivity, improve morale, and “better” your company as a whole. Give credit where credit is due.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

JULY 14, 2017

The European Parliamentary Research Service definition…. “a Morality hits rock bottom when the quality of Product A is superior to B. In fact… If you buy or sell products that are related to online business, odds are that you have been fooled or impacted, respectively. . What are Fake Reviews?

Customer Experience 116

Customer Experience Morale Advertising Surveys 116

ShepHyken

AUGUST 29, 2022

Consumers want to buy from companies that surpass their competitors when it comes to quality, price, dependability and morale. Customer Loyalty: A Definitive Guide by Techfunnel Author. My Comment: We close out this week with an article that claims to be “A Definitive Guide.”

Customer Service 166

Customer Service Customer retention Morale Advertising 166

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. This season requires flexibility and trust.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Callminer

NOVEMBER 9, 2020

“The basic definition of social engineering is the use of deception and manipulation to persuade unsuspecting call center employees to share confidential information that can be used to steal other sensitive information and commit fraud or execute an unauthorized transaction.”

Call Center 345

Call Center Banking Contact Center Accountability 345

ShepHyken

MARCH 30, 2020

Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. Zoho) While standing up for customers is definitely a priority, it’s equally important to have a steady cash flow and ensure you don’t run low on reserves. Here are my top five picks from last week.

Customer Service 157

Customer Service Morale Marketing Best practices 157

Call Center Weekly

OCTOBER 1, 2018

I stress that Leadership should ultimately have the most input on the desired culture definition. Staff will have different perspectives and ideas to be considered when crafting the ultimate outcome. Key Things to Consider.

Morale 164

Morale B2B Customer Experience Sales 164

Customer Service Life

APRIL 1, 2019

Increase employee morale. By expanding the definition of “wellness,” you’re opening the door to seeing your team as human beings with many life dimensions. What catches the eye of the decision makers in the company with the funds to promote a wellness program often include: Reducing absenteeism.

Construction 146

Construction Morale Contact Center Finance 146

CSM Magazine

FEBRUARY 25, 2025

” Tasha Noble, Contact Centre Team Manager, said: “We’ve seen a definite improvement in team morale, as staff can quickly view their allowances and check availability before submitting requests.”

Morale 52

Morale Technology Management Marketing 52

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. IVA technology is a cog in a larger AI umbrella that is making self-service more accessible for customers to solve even more complex requests than ever before.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Hodusoft

APRIL 2, 2025

It can leave an indelible impact on some agents’ morale, productivity, and mental well-being. You definitely shouldn’t. Reducing Employee Stress and Increasing Morale Automated tools not only enhance employees productivity but also reduce their stress and enhance their morale by leaps and bounds.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Callminer

OCTOBER 11, 2018

With smart-routing, companies can also boost employee morale. A business can definitely lose out on leads by having random people just answering the phone, so you should try to add more IP addresses to get the right person answering the calls. Call-type tracking is also important. Ed Schnedler @veteransunited.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CX Journey

MARCH 31, 2015

During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions. I thought those definitions were worthy of sharing. This definition of engaged employees comes from Gallup. Does happiness come before (drive) or after engagement, morale, and satisfaction?

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Bill Quiseng

MARCH 28, 2016

Telephone Doctor has a near foolproof plan on improving customer service that will boost your employees moral, and more importantly, your callers will feel they have definitely “called the right place.” By using only a few of these Telephone Doctor tips, you will raise awareness and increase customer satisfaction.

Entertainment 121

Entertainment Morale Customer Service Sales 121

Nicereply

FEBRUARY 9, 2022

This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. Paul : When most people look at mistakes, including myself, the knee-jerk reaction is to make an ethical or moral judgement about the person’s thought process or that there must be some sort of a character deficiency.

Morale 98

Morale Coaching Customer centricity Personalization 98

VirtualPBX

APRIL 22, 2021

Oftentimes, Airtable is used to track projects and tasks – we definitely use it for that purpose. Chapter 6 : Improving and maintaining remote team morale. Whether they need assistance with choosing a new phone plan or want to troubleshoot an issue, we make ourselves available 24/7 with this helpful remote work resource.

Construction 97

Construction Morale Marketing Management 97

CX Accelerator

JULY 1, 2019

1 Thing Your Getting Wrong About Inclusive Design Kat Holmes shares her favorite definition of inclusive design by Susan Goltsman. Yes, we believe there’s a moral imperative here, but it’s also a huge opportunity to increase revenue, strengthen brands, and create better employee and customer experiences! In the blog post, The No.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Monet Software

JUNE 21, 2019

Verint Monet Workforce Management delivers value to the entire contact center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing. For more information on Verint, visit [link].

Morale 79

Morale Contact Center Analytics Service level 79

ijgolding

SEPTEMBER 8, 2015

Before I continue, I must not assume that we will all be clear on the dictionary definition of a word that we are very familiar with. This is what I discovered: Various ‘dictionary’ definitions as follows: government by many bureaus, administrators, and petty officials.

Customer Experience 99

Customer Experience Government Morale Management 99

CSM Magazine

JUNE 1, 2018

And how is technology changing the game in terms of operational efficiency, agent morale, and support center profitability? It can use a machine learning algorithm to ensure that all customer issues that fit the definition of “urgent” can be elevated above the rest of the message traffic. Boosting Agent Morale.

Customer Service 70

Customer Service Airlines Morale Scripts 70

Fonolo

NOVEMBER 23, 2017

Not all businesses have a call-back option, which is a problem in itself, but for those that do, it’s definitely better than keeping your head stuck to the phone all day. It’ll definitely take your mind off waiting, and in the end you’ll have something to show for all that “wasted” time. Consultant, Beyond Morale. 3 Meal Prep.

Self service 86

Self service Wait times Morale Call Center 86

Hodusoft

OCTOBER 17, 2024

Definitely not! A well-integrated system can reduce agent frustration and lead to higher morale and lower turnover rates. AI can analyze interactions to identify trends and improve service and inform training. That’s because the very reason AI is popular now is due to its cost efficiency.

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

Help Scout

JULY 13, 2021

This is one situation in which the company should have definitely folded. If you sell something to them, you are (at least morally) responsible for their experience. Get responsible: Center the customer’s perspective. They should not need to care about the business arrangements behind the scenes. Use systems to catch outliers.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

aircall

MARCH 16, 2018

Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. If your company struggles to convey important points between teams, integrating your platforms is a large (possibly definitive) step in the right direction. Balancing employee morale with bottom lines isn’t an easy task.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Clarabridge

OCTOBER 14, 2015

But, for anyone who works in customer service, that is most definitely not the case. When employee morale is down so is the service that they are providing. Sometimes, the customer is not right. We like to hope that most people are inherently good and understand that things can go wrong. Know When to Cut Ties.

Airlines 75

Airlines Morale Call Center Customer Experience 75

Pipkins

AUGUST 12, 2019

For the most part the questions asked of peers concern very practical work issues, including payroll inquires, vendor recommendations, qualifying for certification, time accruals, or technical definitions or instruction. Some questions tend to affirm that the employees share common values and common definitions for what is deviant.

Morale 64

Morale Personalization Management 64

SharpenCX

DECEMBER 30, 2019

Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.” Internally, it breaks down team morale. When your agents handle customer interactions, be sure they don’t lose the human touch. Kristin Smaby, Being Human is Good Business. Make your employees happy.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

CX Journey

JULY 22, 2014

Christopher Hart of Harvard Business School provided his thoughts on why service guarantees work.

Customer Experience 75

Customer Experience Morale Sales Marketing 75

ClearAction

APRIL 19, 2017

The definition of “right” is determined by customers, the source of organic demand. Why it matters: Re-work, delays, scrap and morale costs for the company and for customers stem from processes out of sync with customer well-being. Organic growth means an upward trajectory set in motion without ongoing stimuli.

Customer Experience 71

Customer Experience Morale Customer centricity CRM 71

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . I stress that Leadership should have the most input on the desired culture definition. Prioritizing the definition and execution of your ideal Culture will pays off in many ways… Morale will increase.

Customer Experience 73

Customer Experience Morale Sales Marketing 73

Quiq

JULY 28, 2022

And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. They’re on all the platforms, but they don’t have a strategy and they definitely don’t have a conversational platform. But there are some things you could be doing to exacerbate customer wait times.

Customer Service 90

Customer Service Wait times Airlines Morale 90

Nicereply

JUNE 20, 2023

If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. Kristina: Top candidates are definitely asking for a remote role as either a strong preference or as a requirement. Hiring is important for every role at a company.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

CSM Magazine

MAY 9, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. I stress that Leadership should have the most input on the desired culture definition. Prioritizing the definition and execution of your ideal Culture will pays off in many ways: Morale will increase.

Customer Experience 65

Customer Experience Morale Sales Management 65

ClearAction

MAY 3, 2017

The definition of “right” is determined by customers, the source of organic demand. Why it matters: Re-work, delays, scrap and morale costs for the company and for customers stem from processes out of sync with customer well-being. Organic growth means an upward trajectory set in motion without ongoing stimuli.

Morale 67

Morale Customer centricity Marketing Consulting 67

Voiptime

OCTOBER 19, 2022

The customer service team should have a competitive spirit, good office morale, and deep comprehension of business goals and processes. What is the definition of customer service team building? How to boost morale in a call center? What exact benefits of team building can be described?

Call Center 40

Call Center Morale Contact Center Personalization 40

ClearAction

NOVEMBER 5, 2017

This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Create shared vision between your customers’ definition of customer-centricity and your customer experience management practices. Giving free passes is skin-deep outside-in culture. knowledge management and relationship-building).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Monet Software

SEPTEMBER 10, 2020

With the right definition of empathy, agents will come to realize the importance of probing—asking good questions to help reveal the customer’s perspective and needs, as well as actively listening to the answers. For example, a naturally emotive person may express sympathy with a customer’s distress, only to be rudely rebuffed.

Call Center 71

Call Center Personalization Scripts Morale 71