SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. And, this hurts you, team morale, and your customers. How are you supposed to make sense of the relationship between these metrics? Each disengaged employee can cost you $2,246 , according to ADP.

Call Center 76

Call Center Morale Metrics Abandon rate 76

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ProProfs Blog

JUNE 26, 2019

Quantitative survey questions are used to get quantifiable data on key evaluation metrics. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Net Promoter Score (NPS) is an industry-wide recognized metric that is used to measure customer loyalty.

Surveys 112

Surveys Feedback Education Employee engagement 112

ProProfs Blog

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. The outcome of this exercise is vital. But the real goal of this entire exercise was to offer their customers exceptional experiences. A little recognition of their good work can certainly do a lot of morale-boosting. See Your Customers Digitally.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Defining metrics and key performance indicators. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. Create a framework to outline priorities.

Customer Experience 123

Customer Experience Morale Journey mapping Customer centricity 123

Expivia

FEBRUARY 27, 2021

But playing games at work isn’t just about fun, there are a lot of other great benefits: Morale boost : Call center games are enjoyable. Try turning the game into a team-building exercise. Every time an associate hits a metric, they get to choose a space. Why You Should Play Call Center Games. Playing is not just for children.

Call Center 98

Call Center Entertainment Morale Sales 98

CSM Magazine

AUGUST 7, 2020

A customer service manager practices leadership by guiding their team to do well while keeping morale high. The most important metric of any company is customer satisfaction and happiness. CSMs exercise a high degree of emotional intelligence. They provide training when and where it’s needed most.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

Totango

MAY 22, 2020

Set Goals and Key Metrics to Follow. When employees are physically scattered, the best way to keep them mentally united and working cohesively as a team is to establish clear goals to aim for and key Customer Success metrics to follow. Monitor customer health scores and keep an eye on trends in retention and churn metrics.

Best practices 62

Best practices Metrics Telecommunications Morale 62

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

APRIL 23, 2020

Do the exercise again. Next on your list is training him/her on your company’s best practices, available methods of customer contact, service metrics, and overall expectations, just to name a few. So, you’ve picked your five top traits to build the ideal customer service agent. You’re all set. But are you? Do you only need 5?

Customer Service 52

Customer Service Morale Scripts Best practices 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

Vistio

JUNE 15, 2021

This exercise is also a great opportunity for you to gain insight into when licenses are going to expire. You might need to improve metrics, quality scores, and agent performance. Step 1: Make a list of all the current CSR technology tools and software that you own or license. Step 1: Functionality. Step 5: Longevity.

Technology 52

Technology Contact Center Morale Surveys 52

JustCall

APRIL 13, 2020

The celebrations channel is there to celebrate wins, big and small to keep the morale up even when working remotely!” Following this, you need to carry out the lead scoring exercise. Also, goal setting, scripting and a focus on relevant sales metrics is important. Track Relevant Sales KPIs and Metrics.

Sales 98

Sales CRM Chatbots Analytics 98

JustCall

DECEMBER 13, 2022

Some conference call bridge s have advanced features like: Screen-sharing Cloud storage Live chat Polls and participant Q&A Recording Collaboration Multiple device access Voice transcriptions Presentation Post-call reporting, including metrics and data analysis. Creating an in-person conference infrastructure is a hefty economic exercise.

voip 52

voip Telecommunications Morale Employee engagement 52

JustCall

SEPTEMBER 5, 2023

Without clear metrics or time frames, it becomes challenging to assess whether the goal has been accomplished or if further efforts are needed. Incorporate a self-assessment exercise Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies.

Real estate 52

Real estate Construction Feedback Morale 52

Blueship Call Center

NOVEMBER 30, 2022

Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards. Working with an outsourced partner ensures that the only metric for success is client satisfaction. . • Do you have the resources to devote to ongoing coaching and training?

outsourcing 40

outsourcing Coaching Morale Consulting 40

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. By giving them input into advising what is not working, and potentially allowing them to help in solving these issues, employee morale is almost guaranteed to improve. Note that this cannot just be a paper pushing exercise.

Morale 0

Morale Surveys Feedback Technical Support 0

ChurnZero

JULY 9, 2020

Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. The entire exercise of nominating your company could hold more value for your team than actually winning the award.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

aircall

DECEMBER 13, 2018

Setting customer support strategy is an exercise in prioritization. Combining these two themes together, one could say today’s customer support leaders have a mandate to find cost-effective ways of attracting candidates, maximizing talent, and improving morale. Objectives & Obstacles. 3) Increasing customer lifetime value.

Surveys 54

Surveys Customer Support B2C CRM 54

Comm100

JANUARY 25, 2018

10% higher customer metrics. Perhaps you have been losing employees recently, or you are noticing that the morale they once had is slowly diminishing for no apparent reason. In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability.

Surveys 43

Surveys Feedback Morale Employee engagement 43

Expivia

APRIL 1, 2021

But playing games at work isn’t just about fun, there are a lot of other great benefits: Morale boost : Call center games are enjoyable. Try turning the game into a team-building exercise. Every time an associate hits a metric, they get to choose a space. Why You Should Play Call Center Games. Playing is not just for children.

Call Center 52

Call Center Entertainment Morale Sales 52

JustCall

DECEMBER 7, 2022

While there are multiple ways to do it, a lot of times, extra monitoring can create a negative impact on your people’s morale. It is not just limited to metrics; any understanding of context, expectation, organization’s functioning, etc., Keeping track of your team members’ activities is a difficult task in itself.

Sales 52

Sales Management CRM Best practices 52

Balto

OCTOBER 31, 2022

One way to combat this effect is to make learning episodes more memorable and interactive using discussions, call simulations, and collaborative exercises. Role Playing Exercises. But knowledge retention isn’t the only metric worth looking at. Less than 20. 1-on-1 Training. QA Scorecards. 1-on-1 Training. CSAT Surveys.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Russel Lolacher

OCTOBER 24, 2022

How metrics shouldn’t be the barometer for success. And I would not define organizational success in terms of metrics. I’m like, Oh, this is a narcissism exercise. We’ll do things like have pizza parties and other things to kind of build up spirits and morale and really have like a pep rally.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52