Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3.

Morale 276

Morale Coaching Feedback Management 276

Beyond Philosophy

JULY 26, 2018

The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school. 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!

Real estate 330

Real estate Morale Customer Experience Consulting 330

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Don’t make the corporate brand and the personal brand compete. Give credit where credit is due.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

TeleDirect

MARCH 20, 2025

Personalize Each Interaction Address customers by name and refer to previous interactions to make them feel valued and recognized. 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

Win the Customer

NOVEMBER 20, 2024

Empathy is the ability to understand and share the feelings of another person. 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. What is Empathy in Customer Service?

Morale 59

Morale Chatbots Surveys Technology 59

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 158

Morale Customer Service Chatbots Feedback 158

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. Skills to Develop. 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

Calabrio

MARCH 26, 2025

This results in low morale, reduced productivity, and high turnover. AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution.

Coaching 52

Coaching Call Center Morale Analytics 52

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. 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.

Customer Service 399

Customer Service Morale Sales Coaching 399

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

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. The post Maintaining morale in your contact center appeared first on Tethr. Be a team player.

Morale 64

Morale Contact Center Gamification Scripts 64

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

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? 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

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

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

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. What are some failproof strategies to improve customer morale? Seek Customer Feedback. Because your goal is to improve customer morale, it’s not surprising at all how your first step is to seek customer feedback. Understand Your Customers.

Morale 59

Morale Feedback Chatbots Metrics 59

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

CSM Magazine

DECEMBER 10, 2024

Provide Self-Service Options and Accessible Documentation While personalized support is crucial, cryptocurrency businesses should also invest in self-service options to address common customer inquiries. Providing ongoing development opportunities for customer support teams can boost their confidence, competence, and morale.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career.

Customer centricity 243

Customer centricity Morale Finance Education 243

ShepHyken

AUGUST 18, 2023

AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. Enhancing Customer Satisfaction with AI AI-Driven Personalization and Recommendations AI enables personalized customer experiences by analyzing customer data and preferences.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ProProfs Blog

NOVEMBER 20, 2020

In fact, with an anonymous survey, you can get honest and personal information. 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. Recognition and Reward.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

CSM Magazine

FEBRUARY 6, 2025

Decline in Service Standards Engaged customer service employees tend to deliver personalized, empathetic support. 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.

Customer Service 52

Customer Service Morale Coaching Surveys 52

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. When team members reflect the diversity of the customer base, they can relate better to clients, anticipate their needs, and offer personalized solutions.

Customer Service 52

Customer Service Morale Education Enterprise 52

Hodusoft

APRIL 2, 2025

Customer Expectations In today’s time, a majority of customers expect quick resolution and personalized service. It can leave an indelible impact on some agents’ morale, productivity, and mental well-being. Ask your agents to give feedback. Monitor call volumes, agent performance, and customer feedback.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. Here are some strategies for leveraging analytics in retention efforts: Personalized Coaching and Development: Analytics can help managers identify areas where agents may need additional coaching or support.

Analytics 52

Analytics Coaching Morale Metrics 52

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. Also, give your agents some freedom in how they personalize their space. Host regular meetings to listen to your agents’ feedback, observations, and opinions.

Call Center 148

Call Center Morale Best practices Contact Center 148

Outsource Consultants

JUNE 6, 2022

Most chat software allows for not only one-on-one communication between employees but also collaborative groups based on department or topic, or team-building ones surrounding personal interests. When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. Ongoing communication is the key to any healthy, successful personal relationship.

Airlines 209

Airlines Morale Benchmark Marketing 209

Beyond Philosophy

NOVEMBER 22, 2017

Personality profile assessments are sometimes used in conjunction with an evaluation of the employee’s performance to date. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”.

Banking 223

Banking Enterprise Consulting Consulting 223

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Use real interactions (recordings when possible) to discuss what worked and what didn’t, providing constructive feedback and recognizing improvements. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

Calabrio

MARCH 25, 2025

Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance. Foster a positive work environment by recognizing achievements, providing opportunities for growth, and soliciting agent feedback. This can improve customer experience and reduce AHT.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Callminer

FEBRUARY 24, 2020

When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role. With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Morale 207

CSM Magazine

JANUARY 12, 2023

However, team leaders can motivate a team with low morale and help them achieve better results at work through various techniques. For example, ask employees with low morale if they would be prepared to take on some of the workloads from this week. 2: Be responsive to their problems/feedback.

Morale 52

Morale Feedback Management Personalization 52

Callminer

FEBRUARY 10, 2020

Local ordinances on a building’s maximum capacity by size may vary, but generally, agents should be afforded enough personal space on the floor to function freely without (sometimes literally) tripping each other up. If you are providing feedback while on the floor, try to keep it short and actionable. Room Capacity.

Call Center 182

Call Center Coaching Morale Analytics 182

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

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

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. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Handling disgruntled employees is the same.

Management 273

Management Customer Experience Customer Service Coaching 273