TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. Lower Employee Turnover Proper training builds agent confidence and job satisfaction, leading to improved retention.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Aspect

JANUARY 21, 2019

The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

NOVEMBER 15, 2017

Customer service experts will see this as a chance to not just upsell, but to ensure a customer is getting the most out of a service. Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Or do you just answer their question and hang up the phone? Twitter: @ CustomerIsFirst .

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

ClearAction

NOVEMBER 5, 2017

This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Does your customer relationship management (CRM) software focus on upselling and cross-selling or does it minimize repetition for customers and strengthen relationships? Giving free passes is skin-deep outside-in culture.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

CSM Magazine

DECEMBER 13, 2023

This signifies the rate employees leave or are replaced within a specific period. This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Voxjar

MARCH 10, 2020

Identify customer issues and/or upsell opportunities. If your KPI is not specific, measurable, attainable, relevant, and time-bound your team may not understand what they are being asked to do, which can lead to reduced moral and performance. Employee Engagement. Employee Engagement. Time-bound.

Metrics 52

Metrics Customer Service Call Center Customer retention 52