CSM Magazine

OCTOBER 30, 2024

Security officer Musa Dlamini from the Ministry of Commerce, Industry and Trade, Eswatini, was honored with the Customer Service Personality award at the Customer Service Excellence Awards. Dlamini, who has served as a security officer for 34 years, upon receiving the award said that he was simply carrying out his duties.

Customer Service 52

Customer Service Morale Finance Banking 52

CSM Magazine

JANUARY 29, 2025

If in-person groups arent an option, consider online fora or social media groups for aspiring teachers. These communities often provide moral support, study tips, and motivation when you need it most. Prioritize self-care by getting enough sleep, eating nutritious meals, and exercising regularly.

Education 52

Education Morale Consulting Consulting 52

CSM Magazine

DECEMBER 23, 2024

In the absence of in-person meetings, explore new methods to connect and work. Team-Building Workshops Conduct interactive seminars centered on team-building exercises. These might vary from problem-solving exercises to confidence-boosting activities. A festive mood in the workplace may boost morale and team dynamics.

Customer Support 52

Customer Support Morale Coaching Personalization 52

Customer Service Life

APRIL 1, 2019

Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Increase employee morale. Be sure to factor in topics such as mental and emotional health, finance, career, creativity, relationships, education or personal development. This post was originally posted as a featured contributor on ICMI.

Construction 146

Construction Morale Contact Center Finance 146

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

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. And it will help any of your team stay connected with each other on a personal level. Exercise with your remote team. Do more things together as a remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. For example, a naturally emotive person may express sympathy with a customer’s distress, only to be rudely rebuffed. The post Personal Connection: Your Most Valuable Call Center Tool appeared first on Monet Software.

Call Center 71

Call Center Personalization Scripts Morale 71

Kristina Evey

JULY 9, 2014

All of the clients I work with online and in person have struggled with this concept initially. Companies with high staff engagement have low turnover rates, high staff morale, staff feels more empowered, and the staff make decisions that benefit both the company and the customers. So, how do you define your culture?

Customer centricity 90

Customer centricity Morale Customer Experience Management 90

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. Building Rapport: Teaching techniques to create a connection with the customer, making the interaction feel more personal and supportive.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CX Accelerator

MAY 8, 2018

The exercise above might seem silly. The morals and learnings we can gain from those stories are significant, and whether they’re good or bad, it’s through sharing them that we can start all to understand and to do better. And it’s through a better understanding of each other that we can begin to affect significant changes in our work.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

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. It’s worthwhile to have every agent return to this customer service training exercise throughout the year as new features are added to products or ideas shift. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Anexa BPO

AUGUST 21, 2020

Miscommunication can often lead to disappointment and a subsequent loss of morale and momentum. . Knowing your team personally will save time in the long run and give useful insight into individual career goals, areas of expertise and planned areas of improvement. . Encourage a Healthy Work-Life Balance. .

Morale 40

Morale Management Enterprise Surveys 40

Spearline

MARCH 23, 2021

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. If you don't provide relevant training, your employees will be unprepared, lack confidence, and feel isolated when making these challenging calls, negatively impacting their morale.

Contact Center 98

Contact Center Morale Telecommunications Wait times 98

Totango

DECEMBER 23, 2021

In the past, burnout and other work-related mental health issues were dismissed by organizations as personal problems that could be easily solved by working a few fewer hours each week or switching to a new role. While these factors could certainly be attributed to a personal issue, they are often associated with burnout. Low Morale.

Morale 105

Morale Employee engagement Personalization Enterprise 105

BlueOcean

FEBRUARY 25, 2019

Hire the right people, and you’re instantly better positioned to deliver a customer experience that is solution-focused yet highly personalized. It takes more than one person to win. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups. Engaging Your Frontline Agents.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

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. They are able to visualize the overarching goals of the company, as well as their own personal goals. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

CSM Magazine

JANUARY 2, 2025

Its not just about solving issues; its about understanding the person behind them. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. This wasnt just about resolving an issueit was about recognizing the person on the other end of the call.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

PeopleMetrics

MARCH 28, 2017

They show off their products in a personal and fun way, but they are far from being pushy. Customers would much rather deal with a nice person than a formal and distanced entity, so don’t be afraid to get personal. Motivation, encouragement, and empowerment are strong emotions that move a person to act. Conclusion.

Advertising 91

Advertising Education Entertainment Morale 91

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. 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

JANUARY 2, 2025

Its not just about solving issues; its about understanding the person behind them. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. This wasnt just about resolving an issueit was about recognizing the person on the other end of the call.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

OCTOBER 9, 2024

Personalized Thank-You Notes A heartfelt, personalized thank-you note can go a long way in showing your team members that you value their hard work. Take the time to write individual notes expressing your appreciation for each person’s unique contributions. From productivity to morale, everything starts with your people.

Customer Service 52

Customer Service Morale Entertainment Feedback 52

Inbenta

NOVEMBER 3, 2022

By implementing Inbenta’s AI Chatbot, they boosted staff morale and improved patient experience significantly. In many cases, these self-service tools are also a more personal way of interacting with healthcare services than browsing a website or communicating with an outsourced call center. Read full case study].

Healthcare 96

Healthcare Chatbots Morale Transportation 96

aircall

JANUARY 6, 2017

A call center interview will consider your personality. The second role of a call center interview is to determine whether you are personally suited to the post of a salesperson or support agent. 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

ProProfs Blog

APRIL 2, 2019

Ideally, you want each issue to be assigned to the right person on the first go, but agents should have a certain degree of freedom to escalate the issue if they are not qualified to resolve it. The issue should reach the right person, as soon as it is understood. Team building exercises may thus prove to be useful.

Contact center software 83

Contact center software Morale Personalization Customer Support 83

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.” . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. . Have Good Intentions When Selling

Sales 94

Sales Upselling Morale SaaS 94

ProProfs Blog

AUGUST 6, 2021

Are they able to balance their personal-professional life? With logos, scores, polls, quizzes, and so on, you can create a completely personalized experience for your employees. Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Navigating Difficult Conversations Conversations with vulnerable customers may often touch on sensitive subjects and personal hardships, making them inherently challenging.

Morale 52

Morale Accountability Customer Service Marketing 52

ProProfs Blog

DECEMBER 23, 2019

The outcome of this exercise is vital. Refer to this example to know how brands can create personalized experiences for their customers by merely tracking conversations on social media. But the real goal of this entire exercise was to offer their customers exceptional experiences. See Your Customers Digitally.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Comm100

JUNE 16, 2016

If a person says clothes, for example, ask them if the clothes are for warm or cold weather. Hand out worksheets that prompt your group to think about and write down their anchors: it may be something like exercising or drinking tea—encourage your workers to think about little things that help them elevate their moods.

Customer Service 75

Customer Service Personalization Morale 75

Nicereply

OCTOBER 20, 2020

Show your curiosity, personality, and the things you care about—they’re going to love you! ” By doing this, you share a little bit about what is important to you and show your personality. Lance Conzett, a BizOps Manager at Postmates , says, “interviews are an exercise in storytelling.” Be yourself.

Education 76

Education Construction Morale Coaching 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. Agents need to feel heard to keep morale and engagement high. Through the training program, we seek to identify and address any barriers that will hold agents back from delivering kick-ass experiences.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

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. Depending on the morale and stress level in your call center, you may want to stay clear of stretch goals for a bit.

Call Center 76

Call Center Morale Metrics Abandon rate 76

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. Whether it’s a personal or professional accomplishment, recognize their hard work. Communication should be a two-way street.

Customer Service 52

Customer Service Construction Morale Feedback 52

CSM Magazine

OCTOBER 3, 2024

By making employees feel valued and appreciated, businesses can boost morale and motivation, leading to better service and happier customers. ” Team Building Activities: Organize fun team-building exercises to strengthen camaraderie among staff.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 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. For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs.

Marketing 66

Marketing Accountability Customer Service Feedback 66

CSM Magazine

AUGUST 7, 2020

A customer service manager practices leadership by guiding their team to do well while keeping morale high. CSMs exercise a high degree of emotional intelligence. They can effectively delegate tasks, but also trust their team to complete assignments without micromanagement. They provide training when and where it’s needed most.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59