Myra Golden Media

JULY 15, 2019

Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? What’s morale like? Know that developing standards and objectives will be a lengthy, challenging exercise. ” Your employees deserve your time, discussion, feedback, praise, and guidance.

Calibration 153

Calibration Coaching Morale Feedback 153

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

AUGUST 26, 2024

Recognition programs that highlight outstanding performance, career development opportunities, and fostering a positive work environment can significantly boost morale, as well as technology adoption. Regular Performance Feedback: Providing ongoing feedback to agents about their performance is essential for continuous improvement.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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

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

CSM Magazine

JANUARY 2, 2025

Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Ongoing Feedback : Provide agents with direct feedback on their interactions. Customer Feedback and Surveys Want to know how well your team connects with customers?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Ongoing Feedback : Provide agents with direct feedback on their interactions. Customer Feedback and Surveys Want to know how well your team connects with customers?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

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

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 156

Customer Experience Morale Journey mapping Customer centricity 156

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

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

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 66

Marketing Accountability Customer Service Feedback 66

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

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

Outsource Consultants

JANUARY 13, 2025

Live video sessions enhance training with role-playing exercises and Q&A opportunities. This approach helps agents practice real-world scenarios and receive immediate feedback. This not only boosts morale but also sets positive examples for the entire team. Celebrate wins, both big and small.

Call Center 67

Call Center Management Gamification call center software 67

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

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

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

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

Comm100

JUNE 26, 2018

Coaching is distinct from the annual performance appraisal cycle as feedback should be more frequent and continuous. An organization that embraces regular training feedback as well as opportunities for growth builds an engaged and more energized workforce. Training cannot be a one-off exercise. Follow Up and Feedback.

Coaching 61

Coaching Feedback Morale Accountability 61