CX Global Media

MAY 24, 2018

As I was listening, I heard eight distinct skills she developed that enabled her to not only survive the most difficult job in the contact center industry, but to thrive in it. Adriana is a wonderful ambassador for the contact center industry and I hope we can retain her, so that someday she is able to win a Lifetime Achievement Award.

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

JUNE 5, 2017

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. .” Improving Employee Morale.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Airlines 220

Airlines Customer Service Employee engagement Morale 220

Beyond Philosophy

FEBRUARY 3, 2015

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. I would be interested in your comments below.

Consulting 304

Consulting Consulting Customer emotions Morale 304

CX Global Media

APRIL 27, 2017

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. We all know that employee burnout and low morale negatively impact agent productivity and costs. It’s effect on agent productivity can be debilitating. Clic k to Tweet. Make Work Fun.

Gamification 227

Gamification Call Center Morale Contact Center 227

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. As a result, the top talent is less likely to want to work there. Competition is great for Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers.

Customer Service 212

Customer Service Customer retention Morale Customer Experience 212

CX Global Media

OCTOBER 15, 2018

We are living in a time where entire industries are being reshaped with old-school routine business models being rendered useless in favor of more agile people, plans and processes. Industry Insight. Innovation only occurs through the capture of industry insight, reflection and new idea generation as a process. Time to Thrive.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ShepHyken

NOVEMBER 19, 2023

BONUS 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Morale 163

Morale Customer Service Chatbots Feedback 163

Quality Contact Solutions

MAY 13, 2021

The pandemic undoubtedly disrupted the healthcare sector as it did for most industries. Business needed to go on, and outbound telemarketing services for the healthcare industry helped facilitate just that…. Sales organizations that work with the healthcare industry can benefit from outbound telemarketing services in several ways.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

Steve DiGioia

OCTOBER 17, 2016

Employee morale is low and coming to work is no longer fun. I don’t care about the industry jargon or technical terms used to describe why the product stopped working. You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up.

Morale 264

Morale Sales Customer Service Personalization 264

Connect

OCTOBER 15, 2024

When internal users face disruptions, their productivity suffers, often leading to low morale. Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. About ‘ Connect.

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

Steve DiGioia

MARCH 30, 2020

At some point in your career, you’ll realize that you’ve come across most of the scenarios possible in your industry. Employee morale has started wain. This builds our “ experience book ” that’s stored in our memory to reference in the future. You’ve Seen This Before. It’s listed on page 86. You see the early warning signs.

Morale 222

Morale Personalization Customer Service 222

ShepHyken

JULY 14, 2017

The above niches are bellwethers of illicit marketing techniques that spread to other industries. The rest of this article examines the “cutting edge industry of scams,” Making Money Online (MMO). Morality hits rock bottom when the quality of Product A is superior to B. illness, debt, diet). Fake Vs. Real.

Customer Experience 117

Customer Experience Morale Advertising Surveys 117

ShepHyken

NOVEMBER 27, 2023

BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Customer Service 187

Customer Service Morale Customer retention Marketing 187

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Empowering top agents can hugely impact on the morale of new employees, showing them how to enhance their performance by example. Some might even suggest their own ideas that could resonate with other staff.

Best practices 174

Best practices Call Center Morale Coaching 174

ShepHyken

JULY 1, 2016

Take note of how your competitors foster employee engagement, or look for successful business models outside of your industry. Having a continual process to engage all of your employees, stakeholders, and customers will increase productivity, improve morale, and “better” your company as a whole. Many of these principles are universal.

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? LOW MORALE Providing agents with the opportunity to give honest feedback can do wonders for addressing employee apathy that is the result of low office morale.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

FEBRUARY 9, 2018

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. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 407

Customer Service Morale Sales Coaching 407

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. Data handling policies Confidentiality agreements Industry-specific regulations (e.g., healthcare, finance) 5.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. A fun work environment can reduce absenteeism, improve productivity, and boost morale.

Call Center 140

Call Center Morale Gamification Employee engagement 140

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Putting the morality of this situation aside there’s two significant downsides to adopting these practices.

Metrics 228

Metrics Morale Benchmark Government 228

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. Contact center leaders who establish lower wages for remote staff will find themselves competing against industries and businesses that provide richer benefits or more flexible schedules than they can offer.

Contact Center 139

Contact Center Morale Consulting Consulting 139

CX Global Media

JULY 11, 2019

Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on optimizing agent performance.

Contact Center 120

Contact Center CCNG Morale Coaching 120

TeleDirect

MARCH 20, 2025

Continuously Adapt and Improve Stay updated with industry trends and continuously refine processes to maintain high service standards.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

OCTOBER 9, 2017

(StellaService) In this eBook for customer service team leaders, we explain the difficulties front-line employees face, the true business costs of low morale, and what it will take to turn the tide and build a working environment that inspires greatness. I refer to them as the consumer reports of the customer service industry.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

Call Center Weekly

OCTOBER 9, 2017

Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment. I have led or consulted contact centers of various sizes across numerous industries. Two primary reasons are the creation of a talented workforce, and agent loyalty.

Contact Center 273

Contact Center Morale Government Education 273

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

ShepHyken

SEPTEMBER 24, 2023

He calls upon several other industry experts, myself included, to share their thoughts on how to get everyone on board without any cross-functional breakdowns. By John Dijulius (The DiJulius Group) Since the middle of the pandemic, customer experience in nearly all industries has dropped to a two-decade low.

Customer Service 190

Customer Service Morale Surveys Consulting 190

ShepHyken

MARCH 31, 2020

As long as it’s legal, moral and ethical—do it.”. “No Today, he serves on various boards, speaks and acts as a consultant across industries. Quotes: “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.”. “Do

Morale 167

Morale Consulting Consulting Marketing 167

TeleDirect

JANUARY 4, 2025

Recognition and incentives to boost morale. Q: What industries benefit the most from 24/7 call centers? A: Industries such as e-commerce, healthcare, technology, travel, and financial services rely heavily on 24/7 support to meet customer expectations and manage global operations. Regular breaks and wellness programs.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

CSM Magazine

MARCH 17, 2025

Yet, some diners exploit the industry’s customer-first attitude. Cases like these cross the line from genuine feedback into abuse of trust, costing restaurants not just money but morale. A Balanced Approach to Hospitality Not all industry experts believe in abandoning the customer is always right philosophy.

Construction 52

Construction Morale Feedback Management 52

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. Since cryptocurrencies and blockchain technology can be complex, having well-trained support staff who are knowledgeable about the industry is essential to delivering effective assistance.

Customer Service 52

Customer Service Self service Chatbots Morale 52

CSM Magazine

FEBRUARY 6, 2025

Higher Response Times Customer service requires agility and responsiveness, especially in industries like retail and hospitality, where customer inquiries are time-sensitive. Lower Morale Across Teams Disengagement is contagious. When quiet quitting becomes common within a team, it can create a ripple effect.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Fonolo

JULY 14, 2020

Flexible scheduling is used to great effect in many industries, from retail to hospitals, to ensure just the right amount of coverage is available when needed. Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . Download the full industry report FREE: The State of the Contact Center 2020 . Agents Were Our Virtual Frontline.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Higher customer satisfaction and higher agent morale. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125