Satrix Solutions

MAY 9, 2018

Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? Rather, it’s about creating a culture where customer feedback becomes a regular part of the conversation in every department, even the ones you wouldn’t initially expect to find value in the results.

Feedback 103

Feedback Morale Consulting Consulting 103

CSM Magazine

MARCH 28, 2025

Consider creating a Wins Journal where you document positive achievements and feedback. Accept Positive Feedback Often, individuals with imposter syndrome deflect praise or discount compliments with phrases like, Oh, it was nothing. Instead, practice accepting positive feedback graciously.

Customer Service 52

Customer Service Management Morale Feedback 52

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Ways you can open these lines of communication are: Weekly staff meetings with agenda items suggested from employees. Designate engaged and dedicated employees as “Brand Ambassadors” to head the charge and collect frequent feedback.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Steve DiGioia

JANUARY 18, 2016

Boss read the good customer feedback letters in our daily stand-up meeting, guess whose name kept being mentioned? How long do you think the boss will keep you around if the employee morale in your department is poor? Don’t blame the economy or the customer’s high expectations for poor morale. I was the newest big shot.

Morale 0

Morale Feedback Management 0

ProProfs Blog

JUNE 26, 2019

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Did the product meet your expectations?

Surveys 112

Surveys Feedback Education Employee engagement 112

TeleDirect

MARCH 20, 2025

In the competitive world of call centers , agents must be equipped with the right skills and techniques to meet and exceed customer expectations. Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices.

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Call Center Abandon rate Customer Service First call resolution 62

Outsource Consultants

FEBRUARY 18, 2025

Negative customer feedback and declining customer satisfaction: The cumulative effect of these issues often manifests as negative reviews, complaints, and a general decline in customer satisfaction scores. Internal Feedback Channels: Encourage open and honest feedback from your employees and internal teams.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

ShepHyken

NOVEMBER 15, 2023

What if this colleague was then excluded from all strategy meetings and decision-making? Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale.

Morale 153

Morale Feedback Upselling Surveys 153

CSM Magazine

SEPTEMBER 12, 2024

A motivated and positive team is more likely to collaborate effectively, meet deadlines, and contribute to a healthy work environment. There are several ways you as an employer or manager can help to create a positive work environment and boosting team morale is one of the more effective ways to do this.

Morale 52

Morale Construction Feedback Surveys 52

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. Overall, it’s a reflection of how you treat your customers and how you’re able to meet your customer’s expectations. What are some failproof strategies to improve customer morale? Seek Customer Feedback. Make use of suggestion boards on your website.

Morale 59

Morale Feedback Chatbots Metrics 59

Satrix Solutions

OCTOBER 19, 2020

I recently posed this question on LinkedIn : Who in your organization receives the results and feedback from your Voice of the Customer program? As the Vice President of Customer Success, our client offered key insight into why sharing customer feedback across the organization is critical for her company’s success.

Feedback 78

Feedback Morale Engineering Surveys 78

Satrix Solutions

JUNE 25, 2020

A lack of clear customer expectations for new accounts should be a top concern for your organization as it can impact time-to-value and place negative tones on the engagement, the customer relationship, your reputation, and ultimately, employee morale. The post How Do You Meet New Customer Expectations? Related Posts.

Morale 78

Morale Surveys Sales Customer retention 78

CSM Magazine

FEBRUARY 6, 2025

Instead, it refers to individuals who put in just enough effort to meet their core job responsibilities without going above and beyond. Lower Morale Across Teams Disengagement is contagious. Provide regular feedback emphasizing employee strengths. What is Quiet Quitting? What Leaders Can Do to Tackle Quiet Quitting 1.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Outsource Consultants

JUNE 6, 2022

When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting. 98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

ProProfs Blog

NOVEMBER 20, 2020

It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Recognizing and rewarding talented employees act as a morale booster. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Fonolo

AUGUST 24, 2021

Agent morale. Agent turnover, customer experience, morale, and productivity are all vital components of a call center that you should make sure are in a good state. Lack of communication can breed distrust and low morale, both of which contribute to a negative work environment. Customer experience. Agent turnover. DID YOU KNOW?

Call Center 148

Call Center Morale Best practices Contact Center 148

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. But you already know what you need to do: collect customer feedback. Waiting until everything falls into place so that you start collecting customer feedback won’t happen. Moral of the story? Meet their ever-changing needs.

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Feedback Surveys Wait times Morale 78

Fonolo

SEPTEMBER 1, 2022

CUSTOMER FEEDBACK: “We saw a reduction in our abandon rate, an increase in member satisfaction, and an upsurge in agent morale.” – Mark Edelmen, VP of Digital Member Services, Stanford Federal Credit Union. Invite feedback. We all know how valuable customer feedback is—the same is true for employee feedback.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

CSM Magazine

OCTOBER 25, 2022

Overworked employees can lead to a notable dip in morale. One of the easiest ways to boost workplace morale (and your bottom line) is to combat and reduce wasted effort. Encourage employees to think twice before they call unnecessary meetings and set up a streamlined out of office process. And that is crucial.

Morale 119

Morale Banking Surveys Customer Service 119

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

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Management Customer Experience Customer Service Coaching 273

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? ” Your employees deserve your time, discussion, feedback, praise, and guidance. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

Calibration 153

Calibration Coaching Morale Feedback 153

Kayako

AUGUST 13, 2015

I found this not only drove the team to pro-actively recognise their own progression, and influenced them to set themselves new goals to achieve, but, it delighted me to see them actually identify how they could help each other to accomplish targets by using the skills they had each acquired when successfully meeting their own.

Customer Support 111

Customer Support Morale Customer retention Feedback 111

ProProfs Blog

NOVEMBER 15, 2021

Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. Business survey questions help companies to collect honest feedback, opinions, and preferences from their target audience. Gather Qualitative Feedback. Product Feedback Business Questions.

Surveys 144

Surveys Morale Feedback Customer effort 144

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.). For example: Customer satisfaction surveys, employee feedback. How to Give Feedback to Improve Agent Performance. Be consistent.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. It excludes time devoted to team meetings, After Call Work (ACW) activities, or completing other administrative tasks not directly related to serving customers. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

Call Design

FEBRUARY 19, 2025

Regular coaching sessions help team leaders identify improvement areas, provide personalised feedback, and reinforce company values. They also serve as opportunities to recognise achievements and boost employee morale, fostering an engaged and motivated workforce. Ready to Transform Your Contact Centre?

Time management 60

Time management Management Coaching Average Handle Time 60

ProProfs Blog

MAY 13, 2020

Personalization refers to the process of altering a product or service to meet the needs and wishes of an individual. Centrally Record Customer Feedback & Opinions. Your customers are always sharing feedback either through words or actions. Seeking meaningful feedback in real-time will help you realize customer pain points.

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Personalization Customer Service Self service Feedback 167

Calabrio

MARCH 25, 2025

Why it matters: Meeting service level targets ensures timely responses, impacting customer satisfaction and overall service quality. Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance. This can improve customer experience and reduce AHT.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

SharpenCX

SEPTEMBER 14, 2021

Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. During the week, consider putting together a company-wide town hall meeting or at least a team meeting to celebrate the success of your customer service agents.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Responding to both ends of the spectrum shows customers their feedback is truly valued. Now, were here to share that knowledge with you.

Surveys 62

Surveys Benchmark Feedback Metrics 62

SharpenCX

JUNE 10, 2021

And, to give your agents actionable feedback backed by context. When you use in-line training and timely feedback, your agents learn as they go. Plus, they get feedback fast, so they can improve on the very next interaction. Or, pick a night to meet up and play board games or host a virtual trivia competition.

Morale 67

Morale Call Center Contact Center Coaching 67

Calabrio

MARCH 7, 2025

Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Provide early engagement and feedback. Regularly check in with new hires, offer support, and provide constructive feedback during the initial onboarding period.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

delighted

NOVEMBER 23, 2022

Employee feedback is an instrumental part of creating a feedback culture, which enables employees to understand exactly what they need to do to thrive in their role. When done right, providing continuous employee feedback can dramatically improve employee engagement – guaranteeing improved productivity and employee success.

Feedback 52

Feedback Construction Surveys Morale 52

ProProfs Blog

MAY 6, 2020

When you are managing an in-house team, all you have to do is call a meeting and congratulate a team member as you wish. Use coaching and feedback for employee development. They can come and meet with you as the need arises. Every meeting should have an agenda and the intent behind it should be clear right from the start.

Management 162

Management Customer Service Best practices Entertainment 162

Expivia

MARCH 7, 2022

Always praise your agents publicly to keep up morale. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting. At the same time, keep the feedback positive, actionable, and empowering to help your reps to succeed. . Keep Team Meetings Positive.

Construction 98

Construction Morale Feedback Coaching 98

Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. Imagine you meet the person of your dreams. The Feedback of Customer Satisfaction. If customer satisfaction is the goal, then constant feedback is the best way to improve over time. The NPS question! ).

Airlines 126

Airlines Morale B2C Customer advocacy 126