CSM Magazine

FEBRUARY 5, 2025

Educate them on when and how to escalate issues to you or another team member. Customer Feedback Insights: Share customer data or survey results with your rep to help them understand what customers value most. Recognition boosts morale and reinforces good habits. Avoid overly complicated explanations.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Joe Rawlinson

JANUARY 31, 2018

But, believe it or not, uniting the forces of education and marketing can go a long way in your pursuit of happiness. Instead, find new and innovative ways to educate them about why your offerings can solve a need in their household or simply provide some form of comfort and satisfaction. Educate Through Email Marketing.

Marketing 83

Marketing Education Morale Advertising 83

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. Conduct regular pulse surveys to gather agent satisfaction and experiences about the company and management.

Contact Center 98

Contact Center Morale Consulting Consulting 98

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Expivia

NOVEMBER 20, 2020

Give credit where credit is due, and incentivize with raises or cash to keep morale and motivation up. This way we can make marketing decisions based on what the customers say first hand, instead of doing countless surveys. This way, we can tell if there is an issue with a specific agent, and continue to educate them.

Analytics 98

Analytics Morale Finance Benchmark 98

Outsource Consultants

DECEMBER 15, 2022

The first step to providing employees with the skills they need to advance is to provide resources, such as training programs and opportunities for further education. Allowing agents to spend more time in training programs or relevant seminars can improve morale in the long run, even if it temporarily means less time on the phone.

Morale 67

Morale Call Center Contact Center Education 67

ProProfs Blog

AUGUST 21, 2020

You can float surveys across your team members and customers and leverage their valuable feedback for overall improvement. You can also share a Net Promoter Score (NPS) survey to measure the likelihood of your customers or employees referring your business to others. . So how do you create an army of loyal employees?

Sales 158

Sales Morale Personalization Scripts 158

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

AWS Machine Learning

JUNE 3, 2024

Traditional methods like employee well-being surveys or manual approaches may not always provide the most accurate or actionable insights. A proactive approach can also enhance employee morale and productivity, mitigating the likelihood of absenteeism, turnover and ultimately leads to a healthier and more resilient workforce.

Surveys 124

Surveys Metrics Analytics Engineering 124

Liveops

MARCH 12, 2020

What these business leaders realize is that the key to developing a skilled, engaged, and dedicated workforce is professional growth and education. This laissez-faire approach to education has detrimental effects on employee morale, particularly in the early days of a job. Proper Onboarding Makes All the Difference…. Learn more.

Education 62

Education Gamification Construction Morale 62

ChurnZero

MARCH 31, 2020

Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. The survey asked if their business was still open, if they had plans to close it, what’s the best way to be contacted at this time, and if they had any additional comments.

Morale 72

Morale Education Surveys Accountability 72

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving, saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint?

Education 62

Education Gamification Morale Call Center 62

Connecting the Dots

SEPTEMBER 7, 2020

The employee service delivery survey. The survey covers all employee interactions for clearly defined job responsibilities and goals. If the customer took a survey, how would they rate the call? Choosing The Right Survey. The methodology justifies investments in employee training and support.

Surveys 62

Surveys Education Calibration Contact Center 62

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Integrity Solutions

DECEMBER 10, 2018

Values: The moral and ethical beliefs that guide your behavior. We’ve surveyed tens of thousands of people globally on twelve dimensions of success. View of Possibilities: Believing that your goals are possible for you to attain. Achievement Drive: Energy released when you have clear goals you believe are possible.

Sales 70

Sales Coaching Morale Education 70

Amity

MARCH 12, 2018

The welcome email is a great way to get people excited while educating them. Surveys and the drafting of customer personas. Churn hurts the bottom line, it hurts employee morale, and it hurts company reputation. You want to capture that first spark right away and keep it going. Set Goals With Your New Customers. To Conclude.

Morale 72

Morale Sales Education Personalization 72

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.”. Its time to also move beyond CSAT and NPS surveys and start to embrace speech analytics not just as a tool, but as a culture change for all of us.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

ClearAction

MAY 27, 2013

Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth. Customer experience management is necessary, yet insufficient. This mindset does not stop at resolving issues at customer touch-points.

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

ProProfs Blog

SEPTEMBER 17, 2021

Read more: Your Ultimate Guide to Employee Engagement Surveys. Career Builder Survey shows that 3 out of 5 workers are burnt out in their current job while 31% of workers face a large amount of stress. Make Use of Employee Benefit Surveys. Benefit surveys are a great way to collect feedback from your employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Amity

MARCH 17, 2017

The welcome email is a great way to get people excited while educating them. Surveys and the drafting of customer personas. Churn hurts the bottom line, it hurts employee morale, and it hurts company reputation. You want to capture that first spark right away and keep it going. Set Goals With Your New Customers. To Conclude.

Morale 64

Morale Sales Education Personalization 64

Connecting the Dots

SEPTEMBER 9, 2019

The employee service delivery survey. The survey covers all employee interactions for clearly defined job responsibilities and goals. If the customer took a survey, how would they rate the call? Choosing The Right Survey. The methodology justifies investments in employee training and support.

Surveys 48

Surveys Education Calibration Contact Center 48

Call Experts

DECEMBER 28, 2018

Explain the moral values, goals, and vision of your company. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Develop and utilize voice channels through surveys, one-on-one interviews, online feedback, and social media. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). In terms of education, 37.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. – DON’T LET UP! . … and gripe about what doesn’t – listen INTENTLY. Listen to ALL your people. Front-line, back-office, support staff.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

ChurnZero

APRIL 1, 2022

Based on LinkedIn surveys , during COVID, 52% of leaders struggled with imposter syndrome due to change upending work normalcy. Celebrating incremental progress not only keeps morale high, but it also helps people internalize success. People feel it at work, home, school, and in relationships. Customer Success around the web.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

CX Journey

JULY 13, 2017

Employee Engagement is not. a strategy a mandate employee motivation employee recognition something that is "done" (I read an article once that included a note about "if employee engagement is done properly.")

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

CSM Magazine

NOVEMBER 11, 2020

The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. About Intercom .

Customer Support 52

Customer Support B2C Chatbots B2B 52

aircall

JUNE 25, 2021

The factors you need to prioritize revolve around digital transformation, automation, communication, and education across all of your departmental teams and supply chains. A survey even showed that 57% of operators do not have automation projects scheduled in the near future. Educate Your Team. Let’s get into the details.

Management 62

Management Education Call Center virtual call center 62

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

DECEMBER 31, 2017

That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. Why it matters: chronic issues drain your company’s and customers’ precious funds, resources and morale, with numerous negative ripple effects. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Nicereply

JANUARY 5, 2021

Using a post-interaction customer satisfaction survey can help you spot where customers have unresolved issues. Build a workflow to help your team members jump on these survey responses quickly! It will raise team morale if your reps don’t have to answer the same basic queries over and over again.

Customer Support 59

Customer Support Construction Surveys Feedback 59

Comm100

FEBRUARY 23, 2021

Tips for getting feedback: – Add surveys. Add a post-chat survey to your live chat customer service experience to get those opinions coming. Remember to also add a pre-chat survey to assess customer your needs before chatting and provide faster, more helpful support. – Watch for reviews — good and bad.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Outsource Consultants

FEBRUARY 9, 2025

Top-tier providers often have partnerships with local universities and offer continuous education opportunities for their staff. Look for centers that use call monitoring, regular performance evaluations, and customer satisfaction surveys. This not only improves skills but also boosts team morale and cohesion.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

C Space

MAY 7, 2020

Ultimate’s Perception survey solution now includes a new crisis check-in pulse survey, available at no additional cost to customers. Employees can complete the survey from anywhere, on any device.

Healthcare 52

Healthcare Entertainment Surveys Morale 52

LiveChat

FEBRUARY 28, 2017

40% of people want workplace rewards in terms of more educational opportunities, rewarding and challenging projects, and a sense that they can further their knowledge and career path as a result of working with a specific company or in a certain role. You can only imagine how bad it is for employees morale.

Employee engagement 49

Employee engagement Morale Surveys Education 49