ShepHyken

JULY 1, 2016

Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Continually ask questions that allow them to express their unique strengths and their personal goals within the company. Don’t make the corporate brand and the personal brand compete.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Beyond Philosophy

FEBRUARY 22, 2024

Rule #1: Start by establishing a personal code of ethics. A lot of difficult ethical decision-making happens when two moral or ethical principles conflict with each other. A lot of difficult ethical decision-making happens when two moral or ethical principles conflict with each other.

Morale 195

Morale Personalization Education Sales 195

ShepHyken

FEBRUARY 9, 2018

Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees. Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Set goals.

Customer Service 411

Customer Service Morale Sales Coaching 411

VirtualPBX

APRIL 8, 2021

In this next-to-last chapter, you can read all about remote team morale and how you can sustain a positive work atmosphere while employees are spread across the country. And are you aware that morale can drop in that type of workplace atmosphere because of lack of personal interaction and feelings of loneliness?

Morale 69

Morale Personalization Management 69

Callminer

NOVEMBER 9, 2020

Not only does this insight provide the agent with the necessary context to vet the person on the other end of the line, but it also facilitates better customer experiences.” This occurs because agents end up bypassing regulation to satisfy ‘an angry customer’ who is actually a thief attempting to obtain critical personal information.”

Call Center 345

Call Center Banking Contact Center Accountability 345

Beyond Philosophy

OCTOBER 28, 2021

Carbone categorizes experience management into three groups, which include: Break/Fix: This type of experience management is about becoming less bad, which is fine but has low expectations for results. Carbone agrees, adding that every company has a moral obligation to create value. It is also an ongoing improvement project.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

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 160

Morale Feedback Upselling Surveys 160

ShepHyken

SEPTEMBER 24, 2023

Of course, there’s no way to know for sure how another person feels, but everything — from providing customer service to helping members find what they’re looking for — seems to come easier to Costco employees. But honoring is bottom line about how a person is treated. Is the Customer Service Recession Ending?

Customer Service 193

Customer Service Morale Surveys Consulting 193

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

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

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. Here are some ways that your work environment affects your agents: Productivity. Conclusion.

Call Center 148

Call Center Morale Best practices Contact Center 148

CSM Magazine

MAY 7, 2024

Let’s dive into some top-notch team-building activities that are all about boosting that group mojo, sparking better chit-chat, and getting those collaboration muscles flexing. ” Have each person share three facts about themselves—two true and one not so much. The rest of the group surmises which one is the lie.

Morale 52

Morale Employee engagement Personalization 52

Call Center Weekly

JULY 10, 2018

That’s a given, I used to think, but I am learning more and more that nothing — especially morally sound professionals — is a given. Ethics is defined as moral principles that govern a person’s or group’s behavior. Last night, the topic of discussion in my introductory public relations class was ethics.

Morale 25

Morale Airlines Government Personalization 25

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Customer service is about finding a balance between efficiency and personalization…”. One really effective leadership activity is to get personal and involved with the team like you’re a part of it…”.

Call Center 182

Call Center Management Scripts Coaching 182

CX Accelerator

APRIL 30, 2018

It takes a special type of person to handle the type of pressure and stress that comes with a CSR career. Do you ever find yourself asking, “Does this person really exist?” Group “Deep Breath” - If there is a new product launch, a system malfunction, or any other highly stressful event taking place, have a group “deep breath”.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Comm100

OCTOBER 23, 2017

Reader beware : these office Halloween ideas will improve productivity, team cohesion, and boost employee morale, while also bringing a bit of seasonal fun to your customer service team! The activities in this eBook can be great training materials to improve customer service or morale in your team. Encourage the judge (beforehand!)

Morale 13

Morale Customer Service Management Construction 13

CX Accelerator

JUNE 19, 2018

For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. There’s a great story I love about a Sony focus group – it goes years back - during the time of the boombox. After much deliberation, the group unanimously decided that the yellow boombox was best.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

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.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. When hiring, it’s important to look beyond the job qualifications and look at their soft skills and personality. One great way to do this is to form committees and groups within your organization.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

CCNG

FEBRUARY 1, 2023

The Northridge Group has observed a trend among clients: Those that shifted to more flexible work models during the pandemic and maintained them afterward report increased productivity among associates. It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. 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. Have some fun! Send out employee surveys.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. What is the answer? A rep should be able to handle pressure.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. Customers won’t have to jump from person to person just to get the help they need. Think of how seamless the experience becomes when customers are sent to the right person, in the right moment.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Encourage gatherings like virtual coffee talks or lunchtime group walks. Provide snacks for in-person meetings or allow employees to expense a meal during a virtual event.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Taylor Reach Group

DECEMBER 11, 2019

Rewarding the top 20% of agents with bonus is nice for that high achieving group and provides incentive/motivation to those directly behind them, but more than half the center is likely to give up on the bonus because they see it (the bonus) as unachievable. Another element to be considered is personal growth and development.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

The Northridge Group

JULY 20, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. Even if they did, did they accomplish the task by rushing through an interaction without personalizing the experience or expressing empathy? You may unsubscribe from these communications at anytime.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CSM Magazine

MAY 8, 2024

In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial. When you handpick your customer service team based on their individual personalities as much as their skills, you’re onto something big.

Personalization 52

Personalization Customer Service Morale Management 52

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. This question helps you assess a need for greater group engagement. This question helps identify a need for more group meetings and sessions where every agent feels like their voices are heard.

Call Center 136

Call Center Surveys Coaching Best practices 136

CX Global Media

JULY 20, 2017

Not having a good agent career path is definitely one of the problems that contributes to low tenure and low morale. When it comes to complex issues, consumers prefer personalized service from humans that are more knowledgeable and creative in problem-solving. We can debate forever on the root causes of the agent turnover problem.

Contact Center 136

Contact Center Coaching Morale Call Center 136

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Group QA metrics into tiers, representing milestones toward interaction mastery. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

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

Monet Software

MARCH 10, 2021

Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Many people enjoy the convenience of working from home. After all, who can argue with comfortable shoes (or slippers)? Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

VirtualPBX

JULY 2, 2024

This feature allows your team to use their personal devices while still displaying the company’s caller ID information. Adjusting business hours to accommodate this can boost morale and productivity. Effective Use of Text Messaging: Take advantage of time-saving features like group messaging, scheduling, and automated responses.

Call Logging 105

Call Logging Morale Best practices Personalization 105

TechSee

SEPTEMBER 2, 2020

A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Creating a culture of collaboration drives teamwork and a higher sense of morale for agents who see themselves as part of a bigger picture, working together toward a greater goal.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

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.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Expivia

OCTOBER 9, 2020

If we hire that person, the rep gets $10; if the new hire completes their 90-day probationary period and continues to work, the rep gets $200. These interactions could be in a whole team video meeting, individual video chats, or even quick, personalized IMs in Slack or Teams. How do we play games at home? Both of these are free!

Call Center 98

Call Center Analytics Morale Personalization 98

ProProfs Blog

JULY 30, 2021

This could be because of many factors like incorrect wording of questions, confused order of answer options, survey respondents’ personal beliefs, and so on. The term bias means having a strong feeling of prejudice or affinity towards a particular group of people, objects, ideas, and so on. Image Source: Essentia Analytics Ltd.

Surveys 78

Surveys Morale Feedback Journey mapping 78