TeleDirect

MARCH 20, 2025

Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Provide feedback to agents with specific, actionable advice. Encourage teamwork and collaboration.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. What's the moral of the story? There are too many companies, which just like the company X, don't collect open-text feedback from their customers. So, what is the right way to collect customer feedback ? If your customers give feedback, they expect it to be heard.

Feedback 111

Feedback Morale Customer retention Metrics 111

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. Put the Responsibility for Improvement On the Employee. Be firm, but kind as you hand responsibility for improvement back to your employee.

Morale 276

Morale Coaching Feedback Management 276

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Consumers are increasingly less likely to provide companies with direct feedback about bad experiences, so brands need to tap into feedback where customers are giving it. The most recent piece was about boosting agent morale.

Morale 163

Morale Customer Service Chatbots Feedback 163

Steve DiGioia

MAY 9, 2016

But your employees don’t work hard for you, they talk behind your back and morale is poor. 8. Don’t give regular feedback. The fastest way to kill morale, so stop doing it. You think you’re a good leader. You have the position, the title and the power. You’re the boss. You don’t understand why. Well, here’s why.

Morale 0

Morale Feedback Management 0

Beyond Philosophy

JULY 26, 2018

Customer feedback and surveys can help with this, with the caveat that customers might not always be a reliable source, particularly when the influences are subconscious. The moral of this story is that if you take the time to do the research, you bloody well better do something once you have it! Keep doing it.

Real estate 330

Real estate Morale Customer Experience Consulting 330

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? This means considering employee feedback, even when this feedback may not always be easy to hear. That’s why creating an open communication culture that encourages meaningful feedback is essential.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. ” “Effective empathy combines fast feedback with fast action.

Customer centricity 232

Customer centricity Morale Feedback Customer Experience 232

ShepHyken

FEBRUARY 9, 2018

Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too. Overall, A well-trained and motivated team benefits your bottom line in terms of more sales and also improves team morale, branding message, employee churn, and business dynamics.

Customer Service 407

Customer Service Morale Sales Coaching 407

Win the Customer

NOVEMBER 20, 2024

Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction. Leverage Technology: Use technology to gather customer feedback and analyze customer sentiment. Encourage Open Communication: Foster a culture of open and honest communication within your organization.

Morale 59

Morale Chatbots Surveys Technology 59

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

CX Global Media

MAY 24, 2018

Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. Humility and Vulnerability : Definitely influenced by Brené Brown (links in additional resources below). She focused on their needs by asking how she could be a better manager for them.

Contact Center 257

Contact Center industry standards Morale Call Center 257

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

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc. Many of these principles are universal.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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. Customer Feedback Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 212

Customer Service Customer retention Morale Customer Experience 212

CSM Magazine

SEPTEMBER 12, 2024

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. Here are several strategies you can try to enhance team morale. When it comes to boosting team morale, every member of the team matters.

Morale 52

Morale Construction Feedback Surveys 52

TeleDirect

MARCH 20, 2025

Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices. Use Scripts as a Guide, Not a Crutch While scripts are helpful for maintaining consistency, encourage agents to personalize their responses and adapt to the situation.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

NOVEMBER 15, 2023

It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present.

Morale 157

Morale Feedback Upselling Surveys 157

CSM Magazine

OCTOBER 31, 2024

Utilize surveys or feedback forms to gather insights from your staff. Step 8: Test and Collect Feedback Before full deployment, test your videos with a small group and gather feedback. Step 2: Know Your Audience Understand the needs and skill levels of your audience. This helps reinforce learning and keeps the audience engaged.

Customer Service 52

Customer Service Scripts Morale Feedback 52

CSM Magazine

APRIL 9, 2025

Fair wages could help reduce reliance on tips while improving employee morale. Leverage Feedback Pay close attention to reviews, social media comments, and direct feedback from customers. Aggressive behaviors should be avoided at all costs. What are your thoughts on the tipping debate?

Morale 52

Morale Feedback Education Best practices 52

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

delighted

APRIL 27, 2021

For many product managers, customer feedback is the key to making a product successful. The most valuable product feedback comes from clear questions, carefully structured scenarios, and making the most of your time with the customer. Adding a survey into the product itself allows for feedback when the product is top of mind.

Feedback 98

Feedback Surveys Management Advertising 98

Calabrio

FEBRUARY 26, 2025

Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals. Poor work-life balance lowers morale and contributes to high turnover rates. Heavy workloads and high stress lead to burnout, reducing engagement and job satisfaction.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Callminer

JUNE 18, 2020

Asking employees for feedback on their managers’ performances before they move on can yield valuable insight into any existing issues that have yet to be resolved at management level. Was proper feedback provided on the job?

Call Center 182

Call Center Morale Feedback Analytics 182

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

TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CSM Magazine

DECEMBER 10, 2024

Providing ongoing development opportunities for customer support teams can boost their confidence, competence, and morale. Actively Seek and Respond to Customer Feedback Another key aspect of improving customer service is actively seeking and responding to customer feedback.

Customer Service 52

Customer Service Self service Chatbots Morale 52

TechSee

JUNE 16, 2021

Lack of employee adoption can result in reduced productivity and morale. The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use. In other words, a technology that no one uses is useless.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

CSM Magazine

MARCH 17, 2025

Cases like these cross the line from genuine feedback into abuse of trust, costing restaurants not just money but morale. Listening when feedback is constructive and drawing boundaries when complaints turn unreasonable ensures both diners and staff are respected. What Can Restaurants Do? The solution lies in balance.

Construction 52

Construction Morale Feedback Management 52

ShepHyken

AUGUST 4, 2016

Think of data as representing the ongoing feedback loop between a company’s internal culture and its customers. But customer analytics have more to tell you than scores alone. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Analytics 202

Analytics Employee engagement Morale Surveys 202

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

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. Organizations should prioritize continuous learning through workshops, mentorship programs, and feedback mechanisms that encourage professionals to grow and adapt to new challenges.

Customer Service 52

Customer Service Morale Education Enterprise 52

ShepHyken

MARCH 23, 2018

Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale. Negative customer reviews or feedback. Disengaged employees cost organizations an estimated $450 – 550 billion each year ( Gallup ).

Airlines 212

Airlines Morale Benchmark Marketing 212

CSM Magazine

FEBRUARY 6, 2025

Lower Morale Across Teams Disengagement is contagious. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction. Provide regular feedback emphasizing employee strengths. What Leaders Can Do to Tackle Quiet Quitting 1.

Customer Service 52

Customer Service Morale Coaching Surveys 52

CSM Magazine

FEBRUARY 5, 2025

Has the confidence to handle customer inquiries, complaints, and feedback effectively. Customer Feedback Insights: Share customer data or survey results with your rep to help them understand what customers value most. Step 5: Monitor and Provide Feedback Your support reps growth doesnt end after initial training.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. Not only is it good for morale, but it is also excellent motivation to keep working for that higher score goal. One of the significant changes during COVID-19 was the lack of conferences. NICE Systems, Inc.,

Customer centricity 243

Customer centricity Morale Finance Education 243