CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

MAY 10, 2024

Measure : The Escalation Rate metric tells you how many customer queries were not resolved by first-line support agents and had to be escalated to seniors or managers. Recognize and Reward : Recognizing and rewarding the handling of difficult situations can boost morale and motivate your team. Celebrate the wins, no matter how small.

Customer Service 52

Customer Service Morale Feedback Customer Care 52

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSM Magazine

AUGUST 7, 2020

A customer service manager practices leadership by guiding their team to do well while keeping morale high. The most important metric of any company is customer satisfaction and happiness. Ian Miller is the Editor of CSM Magazine – the leading resource and community for customer service managers and professionals.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

JANUARY 2, 2025

By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. To track the impact of empathetic support, focus on metrics that go beyond resolution times or ticket closures. But there are effective ways to assess its impact.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. To track the impact of empathetic support, focus on metrics that go beyond resolution times or ticket closures. But there are effective ways to assess its impact.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Integrity Solutions

MAY 26, 2022

Ethisphere Magazine recently summarized a number of its findings and current trends related to the link between business integrity and long-term business performance. As was noted recently in CEO World Magazine , the most basic expression of good ethics is empathizing with those who have a stake in the results of our actions.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

APRIL 23, 2020

You routinely take classes or online courses, read industry magazines, or listen to podcasts to increase your knowledge and provide value to your employer and customer. Next on your list is training him/her on your company’s best practices, available methods of customer contact, service metrics, and overall expectations, just to name a few.

Customer Service 52

Customer Service Morale Scripts Best practices 52

CSM Magazine

SEPTEMBER 18, 2024

Low Employee Morale Solution : Create a positive work environment by supporting career growth and acknowledging achievements. This boosts team morale and performance. Once you’ve got those KPIs in place, make sure you regularly check how things are going by reviewing your call center metrics.

Call Center 52

Call Center Morale Scripts First call resolution 52

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. Financial Metrics : Analyze the cost savings achieved through reduced errors or increased sales.

Morale 52

Morale Metrics Feedback Coaching 52

CSM Magazine

JANUARY 27, 2025

Encouraging your team to think like problem-solvers not only strengthens customer relationships but also boosts morale. Track Performance Metrics : Keep tabs on response times, resolution rates, and customer satisfaction scores. Are certain complaints showing up repeatedly?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

CSM Magazine

AUGUST 5, 2021

How can organisations gamify day-to-to metrics from a distance? Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles. Keep information easy to understand and accessible – focus on the metrics that matter.

Agent Empowerment 59

Agent Empowerment Gamification Morale Metrics 59

CSM Magazine

AUGUST 23, 2024

Keeping morale high and fostering a supportive environment ensures that your team remains motivated, and as we know, a motivated team is a productive one. Understanding Strategic Thinking and Metrics The ability to think strategically is essential for a customer service manager to succeed. When your team thrives, so does your service.

Customer Service 52

Customer Service Management CRM Construction 52

CSM Magazine

JUNE 19, 2019

From this research a new customer metric Customer Effort Score (CES) was born. Whilst a positive response can be a great morale boost for your customer service teams, they do nothing to really help develop strategies to improve customer service offering overall, and to retain customers. Fast forward to today. Effort matters.

Customer Service 69

Customer Service Morale Customer effort B2B 69

CSM Magazine

OCTOBER 15, 2018

This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Metrics that matter. Most make the mistake of developing a set of metrics that focus. It all comes down to the basics so let’s start with how contact centers measure. their success.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

CSM Magazine

SEPTEMBER 8, 2023

There are of course some brands who have this as a priority – and proactively keep the energy and morale high and truly reward their agents. But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity.

Average Handle Time 59

Average Handle Time Outbound sales Morale Wait times 59

CSM Magazine

OCTOBER 25, 2022

The firm has also reported improvements in staff sentiment/morale as a direct result of receiving motivating feedback and seeing improvements in customer satisfaction metrics.

Feedback 52

Feedback Morale Metrics Customer Service 52

CSM Magazine

AUGUST 12, 2020

Robust reporting insights: Support teams now have access to new reports and 12 new metrics that make it easier to provide best-in-class support. The ability to control response times helps teams set clear expectations with customers and frees up support teams to focus on high-impact work.

Enterprise 52

Enterprise Morale Personalization Metrics 52

CSM Magazine

DECEMBER 13, 2023

This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. To improve reporting capabilities: Identify key metrics or KPIs that are crucial when measuring the effectiveness of customer service.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Hodusoft

JULY 3, 2023

The good news is, there is a metric to find out how much time agents spend on handling customer interactions, from the moment they greet and open the call with the customer to the stage where they wrap up all after-work tasks related to the call. As per Call Centre Magazine , the industry-standard AHT is six minutes and ten seconds.

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

CSM Magazine

NOVEMBER 6, 2024

You can also plan celebration points to boost team morale. At this stage, you must also outline quality metrics and key performance indicators (KPIs) specific to the project. Milestone Planning and Tracking Strategic milestone placement helps maintain momentum throughout the project execution phase.

Management 52

Management Morale Quality management Metrics 52

CSM Magazine

JANUARY 30, 2025

With AI taking over repetitive transactions, human agents can focus on handling complex problems, emotional bonding with customers, and driving a little more customer experience and agent morale. Humanize the AI: Your conversational AI should be a reflection of your brand’s personality.

Customer Experience 52

Customer Experience SaaS Chatbots Morale 52