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 169

Morale Customer Service Chatbots Feedback 169

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. Don’t train, retrain, and monitor performance. 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.

Morale 0

Morale Feedback Management 0

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 240

Customer centricity Morale Feedback Customer Experience 240

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Create training programs and professional development workshops. Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Without probing, these behaviors could be assumed as training opportunities - the agents don't know how to do something or understand why it matters - when it's an unwillingness bred out of indifference.

Morale 195

Morale Contact Center CCNG Agent burnout 195

PeopleMetrics

AUGUST 1, 2014

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Moral of the story?

Feedback 121

Feedback Morale Customer Experience Personalization 121

The Center for Client Retention

SEPTEMBER 8, 2017

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. Here are 8 tips on how you can immediately improve contact center morale: 1. Ask for consistent feedback.

Morale 81

Morale Contact Center Call Center Feedback 81

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 220

Customer Service Customer retention Morale Customer Experience 220

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

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

TechSee

JUNE 16, 2021

Lack of employee adoption can result in reduced productivity and morale. Oftentimes, simply training staff on a new system is just not enough to achieve the high levels of technology adoption that are needed to ensure the success of a new technology. How to train employees on new systems. So what is? Visual assistance works.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

Beyond Philosophy

NOVEMBER 22, 2017

Professional development frequently involves additional training and/or exposure. Of these, having a culture of trust and empowerment, active training and cross-training (an element of recognition and reward), open vertical and horizontal communication, and proactive career pathing are perhaps the most important. Guess What?

Banking 223

Banking Enterprise Consulting Consulting 223

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents. Even the simplest training manual can be complex. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

Callminer

JUNE 18, 2020

Issues that may have led to your employee pulling the plug on their position can range from poor training to insufficient tools. 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.

Call Center 182

Call Center Morale Feedback Analytics 182

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. Offer training and learning opportunities. Your agents will have more confidence in serving customers if they have the proper training. Customer experience.

Call Center 148

Call Center Morale Best practices Contact Center 148

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. Try to incorporate team-building exercises or icebreakers into regular meetings or training sessions.

Morale 52

Morale Construction Feedback Surveys 52

Callminer

FEBRUARY 24, 2020

Training for a Better Workplace. A better call center environment begins with properly trained and well-adjusted personnel. When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role. Read on for actionable tips and advice.

Best practices 207

Best practices Call Center voip Morale 207

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

ShepHyken

AUGUST 18, 2023

Striking the Right Balance Ensuring Employee Training and AI Adoption Proper training and support are essential for employees to embrace AI effectively. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Utilize surveys or feedback forms to gather insights from your staff.

Customer Service 52

Customer Service Scripts Morale Feedback 52

Fonolo

SEPTEMBER 1, 2022

There are plenty of ways to improve your turnover rates, including better agent training and recruitment practices. These stressors might be the result of poor scheduling, inadequate training, or insufficient technology. Are you ready to hire, train, and keep solid agents? Invest in training. Don’t worry!

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Improve training to address gaps. Training your agents is essential when optimizing call center performance. The good news is, there are many call center agent training options available! Conclusion.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JANUARY 14, 2021

And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Train your leaders appropriately. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Not everyone will benefit from the same training tactics!

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Outsource Consultants

JUNE 6, 2022

These quick Q&A sessions may feel informal, but they often serve as a critical vehicle for ongoing training and growth. Instant messaging has become a ubiquitous part of everyday life, so dropping it into a professional environment requires little training. Get Feedback. A recent study showed that 80 percent of U.S.

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. Training employees to listen to customers, acknowledge a problem, and take corrective steps can de-escalate a volatile situation.

Airlines 216

Airlines Morale Benchmark Marketing 216

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale.

Analytics 52

Analytics Coaching Morale Metrics 52

Fonolo

JULY 27, 2021

How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Constructive feedback isn’t always centered around negative feedback or areas for improvement. Provide additional training. Begin with a self-assessment.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

GetFeedback

DECEMBER 16, 2019

But you already know what you need to do: collect customer feedback. However, you can’t find a compelling reason to push you beyond the barriers that get in the way of doing it; lack of an efficient way to collect feedback, fear of criticism, and being complacent. Moral of the story? Let’s get started.

Feedback 78

Feedback Surveys Wait times Morale 78

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Enhance new hire training with clear workflows. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

FEBRUARY 10, 2020

Equipping your call center floor with emergency exits in accordance with local laws is usually a given; however, you should also implement an appropriate training regimen for personnel to ensure they are aware of where these are located and how to use them. If you are providing feedback while on the floor, try to keep it short and actionable.

Call Center 182

Call Center Coaching Morale Analytics 182

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

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. The presentation is shown to everyone in the training. Matt Skoglund.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. With the right tools and training, a positive work culture, and proper incentives, you can help your agents thrive.

Call Center 133

Call Center Morale Contact Center Technology 133

ProProfs Blog

DECEMBER 12, 2019

Train Your Help Desk Employees. Collect Performance Feedback. Train Your Help Desk Employees. It is essential to provide adequate training to your help desk employees since trained professionals can solve more issues competently and in much lesser time. Collect Performance Feedback. Gather the Right Metrics.

Wait times 143

Wait times Metrics Self service Feedback 143

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

TechSee

AUGUST 26, 2024

Inadequate agent training is another critical challenge. Agents who are poorly trained may provide incorrect information or fail to understand the customer’s issue properly. Moreover, high turnover rates in call centers lead to inexperienced staff and increased training costs, which further impact service quality.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

SharpenCX

JUNE 10, 2021

Start with coaching and training. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. 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. Feedback matters.

Morale 67

Morale Call Center Contact Center Coaching 67