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

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 155

Morale Feedback Upselling Surveys 155

CSM Magazine

OCTOBER 9, 2024

Personalized Thank-You Notes A heartfelt, personalized thank-you note can go a long way in showing your team members that you value their hard work. Take the time to write individual notes expressing your appreciation for each person’s unique contributions. From productivity to morale, everything starts with your people.

Customer Service 52

Customer Service Morale Entertainment Feedback 52

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

ShepHyken

APRIL 14, 2020

For example, try having a group call with your team three times a day—start-of-day, mid-day and end-of-day. Appoint a Director of HR— humor Have this person find something funny or uplifting to share with the team at large once a day to keep morale up. Many businesses have slowed down.

Morale 306

Morale Technology Customer Experience Personalization 306

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 188

Customer Service Morale Surveys Consulting 188

ShepHyken

MAY 21, 2021

It also has an important role to play in the morale and motivation of team members. Great for one-on-one conversations where the personal touch matters. . These are also useful for in-depth group discussion and planning with the right platform to manage the meetups correctly. . Get Communication Right .

Customer Service 351

Customer Service Morale Management Customer Support 351

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

Joe Rawlinson

FEBRUARY 16, 2024

Knowing your team members’ names and roles is only the beginning of understanding them; a deeper understanding of their personalities, skills, shortcomings, and goals is what you need if you really want to connect with them and get the most out of their potential.

Morale 78

Morale Employee engagement Personalization 78

Balto

MAY 31, 2022

The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above. We found: Remote and hybrid agents use their scripts slightly more than in-person agents — and their managers know it. Our survey included 245 in-person agents, 123 remote agents, and 199 hybrid agents.

Scripts 52

Scripts Personalization Contact Center Morale 52

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

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

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

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

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

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

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

CSM Magazine

SEPTEMBER 13, 2024

Companies across industries are realizing that their most valuable asset is their people, and investing in their growth not only enhances skills but also boosts morale, productivity, and retention. eLearning : Online courses provide flexibility and can be cost-effective for large groups.

Morale 52

Morale Metrics Feedback Coaching 52

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

JustCall

NOVEMBER 17, 2024

Some common ways in which entrepreneurs get overwhelmed include: Struggling to delegate tasks, leading to increased personal workload. Being irritable and snapping at employees will negatively affect morale and productivity while having apathy towards work prevents you from having the motivation to move the business forward.

Personalization 52

Personalization Morale Coaching Consulting 52

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. The first step we’ll take here is to help you understand the differences between virtual and in-person call centers.

virtual call center 87

virtual call center Call Center Management call center software 87

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 403

Customer Service Morale Sales Coaching 403

Steve DiGioia

DECEMBER 3, 2015

The hedgehogs, realizing the situation, decided to group together to keep warm. Morale: The best relationship is not the one that brings together perfect people, but when each individual learns to live with the imperfections of others and can admire the other person’s good qualities. It was the coldest winter ever.

Morale 160

Morale Personalization Customer Service 160

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

Expivia

FEBRUARY 1, 2021

Do you and you care about your associates on a personal level? They will lose respect for you as a person because you just embarrassed them in front of everyone. Always give critique in private, whether that be an IM or Video call or in person. Do not individualize negativity, because it affects the group.

call center association 52

call center association Call Center Coaching Morale 52

Joe Rawlinson

APRIL 2, 2020

Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society. Imagine gathering those characteristics of this group of people and focusing their energy on a specific company brand. This includes the company’s moral code and values.

Marketing 78

Marketing Brand ambassadors Morale Personalization 78

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

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

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

JustCall

AUGUST 10, 2022

Managing a team of employees without being able to meet them in person is certainly overwhelming. This step is even more critical for the smoother functioning of larger organizations with several remote groups. This causes a loss of morale and directly affects their productivity. How to boost the morale of remote staff?

Best practices 52

Best practices Management Morale Personalization 52

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

Beyond Philosophy

AUGUST 25, 2019

Now, imagine your surprise that the person who wants to buy it is your brother. However, the last person I sold a car to had a very different feel. When you are dealing with multiple groups or people within an organization, they may be speaking different decision languages. Imagine you are selling a used car.

Morale 358

Morale B2B Consulting Consulting 358

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

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

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Shaun Belding – CEO, The Belding Group of Companies, Customer Experience and Leadership Expert.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

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