Steve DiGioia

JUNE 21, 2021

Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter. The moral of this story…. I got that deer-in-the-headlights look from some. In time, this will improve with more confidence and training.

Morale 299

Morale Customer Service Management 299

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Steve DiGioia

AUGUST 1, 2016

Too Many Meetings. You can’t hold people accountable when they spend most of their time in meetings and taken away from their primary responsibility of managing their departments. Meeting after meeting comes and goes and still there is no difference. What do you even talk about at these meetings? I assume not.

Morale 0

Morale Airlines Management Accountability 0

Steve DiGioia

MAY 9, 2016

But your employees don’t work hard for you, they talk behind your back and morale is poor. Hold meetings just because you need to have a meeting. Such a time waster, especially when there isn’t a specific reason and goal for the meeting. The fastest way to kill morale, so stop doing it. You’re the boss.

Morale 0

Morale Feedback Management 0

Steve DiGioia

OCTOBER 3, 2016

According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Less qualified employees, especially management, will undermine employee morale. Social media will document the failed attempts to meet your customer’s needs. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

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. would fail to meet business objectives, primarily due to poor design. Clic k to Tweet. Make Work Fun.

Gamification 227

Gamification Call Center Morale Contact Center 227

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. How you’ve “always done it” may not meet the modern customer’s expectations. If you’re guilty of any one (or more) of these, it might be time to consider changing your process.

Customer Service 209

Customer Service Customer retention Morale Customer Experience 209

Steve DiGioia

AUGUST 5, 2015

Sitting in your corner office meeting with your underlings to hash out the keenest way to cut costs or modify your pricing strategy to allow for a percentage point savings here and there. Employee morale is second to meeting budget. But now look at you. Receiving a quarterly bonus is now your benchmark to business success.

Morale 178

Morale Benchmark Surveys Marketing 178

Steve DiGioia

JANUARY 18, 2016

Boss read the good customer feedback letters in our daily stand-up meeting, guess whose name kept being mentioned? How long do you think the boss will keep you around if the employee morale in your department is poor? Don’t blame the economy or the customer’s high expectations for poor morale. I was the newest big shot.

Morale 0

Morale Feedback Management 0

ShepHyken

NOVEMBER 19, 2023

My Comment: If you can’t meet your customers’ expectations, they will find someone or another company that will. 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? The most recent piece was about boosting agent morale.

Morale 161

Morale Customer Service Chatbots Feedback 161

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. True customer loyalty extends beyond transactional interactions and loyalty programs.

Customer centricity 229

Customer centricity Morale Feedback Customer Experience 229

TeleDirect

MARCH 20, 2025

With customers increasingly expecting fast, efficient, and personalized support, call centers must adopt best practices and innovative strategies to meet these demands. Creating a supportive and positive work culture enhances productivity and morale. Ways to Improve the Work Environment: Recognize and reward high-performing agents.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Callminer

JUNE 21, 2017

As previously mentioned, the target of focus for call center is primarily to meet customer expectations. Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers.

Best practices 174

Best practices Call Center Morale Coaching 174

CX Global Media

MAY 24, 2018

It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. Confidence : Adriana mentioned she struggled with it, as so many new and tenured supervisors do. Confidence can easily be shattered without a defined success path. Stay strong – move on.

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Contact center agents praise the company and morale goes way up. Are you ready to meet this burnout problem head-on? The bill ends up being a lot larger than the doctor visit. Click to Tweet. Agents feel more valued. Click to Tweet.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

CSM Magazine

SEPTEMBER 12, 2024

A motivated and positive team is more likely to collaborate effectively, meet deadlines, and contribute to a healthy work environment. 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.

Morale 52

Morale Construction Feedback Surveys 52

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Myra Golden Media

JANUARY 4, 2018

When I’m in my weekly Strategic Block, I don’t take phone calls, no meetings are allowed, and I don’t check emails. The results will be manifested in your team’s morale, your customer experience, and in you! It’s three uninterrupted hours of me doing something to improve my business.

Morale 166

Morale Customer Experience 166

Myra Golden Media

JULY 29, 2019

These are all signs that we’re burned out or morale is very low. Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. Utterly exhausted one Friday at 3:00 pm, I had one of my employees attend a meeting in my place.

Customer Service 184

Customer Service Morale Call Center Management 184

CX Global Media

OCTOBER 15, 2018

These shorter nuggets of learning are designed to meet a specific outcome or part of a longer learning path (like supervisor leadership development) and can be easily consumed by learners on the go. On-demand Learning. Experiential Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

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

Myra Golden Media

APRIL 8, 2019

I walked into a rope of problems with outdated technology, an understaffed team, low morale, queues that made my stomach flip, apathetic and downright rude customer service agents. I created a Quality Circle of volunteers from the department who agreed to meet with me for 90 minutes weekly. I never pretended to know it all.

Morale 229

Morale Call Center Education Management 229

Steve DiGioia

JULY 9, 2020

Sitting in your corner office meeting with your underlings to hash out the keenest way to cut costs or modify your pricing strategy to allow for a percentage point savings here and there. Employee morale is second to meeting budget. But now look at you. Receiving a quarterly bonus is now your benchmark to business success.

Morale 147

Morale Benchmark Advertising Surveys 147

CSM Magazine

MARCH 28, 2025

Your leadership shapes team morale, and your dedication to excellent service has a direct influence on customer loyalty and satisfaction. Customer service managers operate in high-pressure environments with constant challenges.

Customer Service 52

Customer Service Management Morale Feedback 52

Taylor Reach Group

SEPTEMBER 3, 2021

This way, wages are fair across the board, consistent, and avoid future morale issues among peers. Applicants applying to multiple positions with a potential employee will typically accept an offer for the one that meet a handful of criteria, with pay being the top one. Reduced wages ultimately creates workforce friction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Beyond Philosophy

OCTOBER 28, 2021

With all of these factors working together, Customer Science can help organizations anticipate customers’ needs and build experiences that meet them. 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

JULY 1, 2016

Ways you can open these lines of communication are: Weekly staff meetings with agenda items suggested from employees. 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

TeleDirect

MARCH 20, 2025

In the competitive world of call centers , agents must be equipped with the right skills and techniques to meet and exceed customer expectations. 18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ProProfs Blog

NOVEMBER 20, 2020

It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Recognizing and rewarding talented employees act as a morale booster. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

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

CSM Magazine

OCTOBER 22, 2024

Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Incorporate a mix of public acknowledgments during team meetings and private notes of appreciation to cover different preferences. In today’s competitive environment, exceptional customer service is paramount.

Personalization 52

Personalization Customer Service Morale Surveys 52

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. From onboarding to continuous learning, a strong training program is key to building high-performing teams that deliver exceptional service, meet KPIs, and support business goals.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Callminer

OCTOBER 11, 2018

On the contrary, if you delay in calling those leads, then perhaps the client has already closed his computer and is in a meeting or maybe driving his car (and at this point, it is too late). . With smart-routing, companies can also boost employee morale. Each and every meeting has an element of fun!

Call Center 561

Call Center Metrics Contact Center Wait times 561

Beyond Philosophy

JULY 29, 2019

We had different monthly meetings with an invite to all of the departments to attend so we could improve the experience. At first, no one came to the meetings. I explained that these decisions were a result of the monthly meetings to which they were invited and not attending.

Consulting 260

Consulting Consulting Morale Benchmark 260

CSM Magazine

FEBRUARY 6, 2025

Instead, it refers to individuals who put in just enough effort to meet their core job responsibilities without going above and beyond. Lower Morale Across Teams Disengagement is contagious. Small gestures like public recognition in team meetings or introducing performance-based incentives can demonstrate appreciation for hard work.

Customer Service 52

Customer Service Morale Coaching Surveys 52

TeleDirect

JANUARY 4, 2025

Recognition and incentives to boost morale. Scalability: Quickly adjust resources to meet fluctuating demand. 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

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. Lack of communication can breed distrust and low morale, both of which contribute to a negative work environment. Customer experience. Agent turnover. DID YOU KNOW?

Call Center 148

Call Center Morale Best practices Contact Center 148