SharpenCX

MAY 12, 2020

Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. And, have your more experienced agents play the customer, asking questions they hear from customers and providing feedback on how the new hire’s answers. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Comm100

OCTOBER 23, 2017

Reader beware : these office Halloween ideas will improve productivity, team cohesion, and boost employee morale, while also bringing a bit of seasonal fun to your customer service team! The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now.

Morale 13

Morale Customer Service Management Construction 13

CX Accelerator

MAY 8, 2018

The exercise above might seem silly. While customers might not have the time or want to go to the effort of providing feedback via formal channels, your agents can help to fill that gap. The stories your customers tell every day are an authentic and real-time source of information to allow you to keep meeting those expectations.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. We also use video communication (and importantly, we schedule time for individual agents to watch) group chat to share important messages and keep morale high. Providing Agent Feedback.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Real Blue Sky

NOVEMBER 25, 2024

Tools like journaling and mindfulness exercises can help them stay in tune with their feelings and improve their interactions. Repeat this 2-4-6-8 breathing exercise. As a result, this type of exercise can help regulate the parasympathetic nervous system to induce a state of relaxation and calm.

Construction 52

Construction Morale Feedback Coaching 52

Fonolo

JULY 13, 2021

Lack of meaningful feedback. Contact centers with flexible scheduling show higher levels of morale and engagement overall. Strong inter-team relationships help agents form bonds and build trust, which will make a huge impact on culture and morale. Provide meaningful feedback. Emotional burden and/or abuse from customers.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

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. Additionally, they are likely to find workplace challenges a fun exercise, proactively seeking solutions in order to learn, grow, and support their fellow staff.

Call Center 115

Call Center Contact Center Metrics Morale 115

Inbenta

NOVEMBER 3, 2022

By implementing Inbenta’s AI Chatbot, they boosted staff morale and improved patient experience significantly. Collect patients’ data and feedback. When using a healthcare chatbot, a patient is providing critical information and feedback to the healthcare business. Read full case study]. What is a Healthcare Chatbot?

Healthcare 96

Healthcare Chatbots Morale Transportation 96

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Low-quality feedback from supervisors. Not convinced? So why is high employee turnover so common among contact centers?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

APRIL 15, 2020

Creating team-building activities can give a huge boost to team morale. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities. Get Customer Feedback. Team Building. Working in customer service is tough, and it can take a toll on employees and their team relationships.

Coaching 91

Coaching Customer Service Scripts Morale 91

ProProfs Blog

JULY 30, 2021

Many surveys face the problem of survey bias leading to inaccurate and unreliable feedback collection. Survey bias is a situation where your survey respondents end up giving feedback in a predetermined and unnatural way. In this type of survey bias, the audience sample size for feedback collection is skewed and predetermined.

Surveys 78

Surveys Morale Feedback Journey mapping 78

CSM Magazine

OCTOBER 9, 2024

Recognizing individuals for their specific strengths and achievements can boost morale and motivate your team. Team Building Activities Organize team-building exercises that encourage collaboration and communication. From productivity to morale, everything starts with your people.

Customer Service 52

Customer Service Morale Entertainment Feedback 52

ProProfs Blog

DECEMBER 23, 2019

Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form. Rely on customer feedback. Their feedback towards the services they received via your operators through post-chat survey form. Get their honest opinions.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

PeopleMetrics

MARCH 28, 2017

If you receive great feedback and customer stories, don’t be shy about sharing those reviews – people trust other people’s opinions more than they trust advertising. When you motivate your customers like FitBit and Gold’s Gym do, it boosts their morale and makes them want to keep coming back for more. Involve Your Customers.

Advertising 91

Advertising Education Entertainment Morale 91

aircall

JANUARY 6, 2017

A role-playing exercise with a pretend caller, to observe your ability to close a sale, solve a problem, or otherwise handle a realistic customer service situation. ” “How would you react to negative feedback?” Concretely, this affect work ethic, morale, habits, norms, and much more. How’s employee morale?

Call Center 89

Call Center Morale Outbound sales voip 89

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Agents need to feel heard to keep morale and engagement high. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ChurnZero

SEPTEMBER 14, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . You tell the customer you want to share your ideas with them, get their feedback, and then they can decide if/when to move forward. .

Sales 94

Sales Upselling Morale SaaS 94

Amity

OCTOBER 16, 2017

But CSMs must also have strong people skills, which means learning how to listen, how to empathize with the customer's problems, and how to exercise emotional intelligence when customers are upset. Employees that don't receive feedback may begin to feel ignored and undervalued. Acknowledge Achievements.

Morale 61

Morale Feedback Marketing Customer Experience 61

CSM Magazine

AUGUST 9, 2023

Encourage Team Bonding Encouraging team bonding can help build morale and a sense of camaraderie. Activities such as team building exercises or social events can make a difference. Give Constructive Feedback Giving feedback is an essential aspect of managing a team. But how you deliver it is just as important.

Customer Service 52

Customer Service Construction Morale Feedback 52

Calltools

DECEMBER 11, 2019

Overworked, overstressed call center agents can soon feel the pressure, and this will impact overall morale and productivity in your organization. “You want to set your agents up for success; otherwise, your incentives could hurt morale and affect the customer experience.” There is a solution to this problem, however.

Call Center 52

Call Center Morale Sales Advertising 52

CSM Magazine

MARCH 28, 2024

Recognize and Reward Excellence Recognition goes a long way in boosting morale. Provide platforms for feedback and make sure everyone feels heard and valued for their input. Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions.

Contact Center 52

Contact Center Morale Call Center Feedback 52

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. In the modern call center, making quality assurance improvements is far more than a box-ticking exercise – it’s the linchpin of customer satisfaction and agent success.

Call Center 52

Call Center Coaching Morale Calibration 52

Customer Service Life

NOVEMBER 13, 2018

They will likely be gathered and meshed together from a variety of sources including direct communication with agents and customers, customer survey feedback, disposition reports, conversations on Slack, and listening on the various support channels, either manually or through speech and text analytics software.

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Agents need to feel heard to keep morale and engagement high. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Amity

OCTOBER 16, 2017

But CSMs must also have strong people skills, which means learning how to listen, how to empathize with the customer's problems, and how to exercise emotional intelligence when customers are upset. Employees that don't receive feedback may begin to feel ignored and undervalued. Acknowledge Achievements.

Morale 52

Morale Feedback Marketing Customer Experience 52

Vistio

JUNE 4, 2024

Slow speed to proficiency can result from several factors, including overly complex training materials, insufficient hands-on practice, or a lack of clear performance metrics and feedback. This might include simulations, role-playing exercises, and regular assessments to ensure agents are ready before they start handling live interactions.

Contact Center 52

Contact Center Construction Morale Feedback 52

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. [Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 123

Customer Experience Morale Journey mapping Customer centricity 123

Expivia

FEBRUARY 26, 2024

At Expivia, we believe companies should empoy a strategic, step-by-step approach to technology adoption that prioritizes mature, AI-infused tools while exercising caution with newer, less proven solutions. This support helps agents resolve queries faster and more accurately, improving both customer satisfaction and agent morale.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

ClearAction

DECEMBER 31, 2017

The silver bullet of customer experience financial rewards is preventing recurrence of pervasive issues brought to your attention by customer feedback. Why it matters: chronic issues drain your company’s and customers’ precious funds, resources and morale, with numerous negative ripple effects.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Calltools

FEBRUARY 3, 2021

Simple role-playing exercises can fill this need. Customer Feedback. Customer feedback is often one of the best forms of review an agent can get. However, customer feedback may provide these insights. Allow your customers to give this feedback after every call through a brief survey. Troubleshooters.

Call Center 52

Call Center Sales Morale Technical Support 52

JustCall

SEPTEMBER 5, 2023

Review agent performance against goals Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies. Incorporate a self-assessment exercise Including self-assessment empowers agents to take ownership of their professional growth and development.

Real estate 52

Real estate Construction Feedback Morale 52

ChurnZero

FEBRUARY 8, 2024

You tend to see increased conflict, which leads to bad morale. Bad morale spreads, with two consequences for a CS team. Another quick, bang-for-your-buck exercise is to write out three things a day that you’re grateful for, or three things you did well that day. You see people struggling to focus.

Morale 52

Morale SaaS Coaching Management 52

Integrity Solutions

JUNE 29, 2018

Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. They may also have to invest additional time dealing with morale issues. by Bruce Wedderburn. Sales managers have a stressful job.

Sales 43

Sales Coaching Management Morale 43

JustCall

MARCH 28, 2023

Observe and listen to the teams Take the time to listen to the experiences, challenges, and feedback of sales and customer support agents. This can include conducting trials and demos, seeking feedback from team members, and comparing features and pricing. This helps build morale and fosters a positive work environment.

Morale 52

Morale Sales Feedback Construction 52

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Here are some social media training activities and exercises that we have compiled to help you train your team: Group Introduction Activity.

Marketing 50

Marketing Accountability Customer Service Feedback 50

Comm100

NOVEMBER 21, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. In most cases, these quality measurements have been focused on the customer’s perception of that product or service, for example through customer surveys or post-contact feedback ratings. Quarterly Feedback Surveys.

Morale 0

Morale Surveys Feedback Technical Support 0