Steve DiGioia

OCTOBER 3, 2016

If not, how long can you afford to be without the person that was your best seller, the one that needed little motivation and the one that mentored the younger staff? According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. Not very long. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

Steve DiGioia

AUGUST 1, 2016

His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Too Many Meetings. Meeting after meeting comes and goes and still there is no difference. What do you even talk about at these meetings?

Morale 0

Morale Airlines Management Accountability 0

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. Personalize Customer Interactions Personalization makes customers feel valued and appreciated. Use personalized greetings and responses.

Call Center 62

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

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. Skills to Develop. Confidence : Adriana mentioned she struggled with it, as so many new and tenured supervisors do.

Contact Center 257

Contact Center industry standards Morale Call Center 257

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

Myra Golden Media

APRIL 8, 2019

The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report. Managing a person old enough to be my mother, was just one of the challenges I faced in that job. I got my first management title when I was twenty-six years old.

Morale 229

Morale Call Center Education Management 229

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. Personalize Each Interaction Address customers by name and refer to previous interactions to make them feel valued and recognized. This helps agents respond faster and with confidence.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. 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). .

Call Center 561

Call Center Metrics Contact Center Wait times 561

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

ShepHyken

NOVEMBER 19, 2023

Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships. My Comment: If you can’t meet your customers’ expectations, they will find someone or another company that will.

Morale 158

Morale Customer Service Chatbots Feedback 158

Myra Golden Media

JULY 29, 2019

These are all signs that we’re burned out or morale is very low. I’ve had depleted employees, and I’ve been the used up person (even in my current position). Utterly exhausted one Friday at 3:00 pm, I had one of my employees attend a meeting in my place. Highlight What They Do Well.

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

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

ProProfs Blog

NOVEMBER 20, 2020

In fact, with an anonymous survey, you can get honest and personal information. 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. Recognition and Reward.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment.

Morale 195

Morale Contact Center CCNG Agent burnout 195

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

Beyond Philosophy

JULY 29, 2019

It also helps if you don’t take everything personally. 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. After that, at the next monthly meeting, thirty people turned up, ostensibly to help make these decisions.

Consulting 260

Consulting Consulting Morale Benchmark 260

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. If we lose creating value in personal relationships, we lose it all. .

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. Overall, it’s a reflection of how you treat your customers and how you’re able to meet your customer’s expectations. What are some failproof strategies to improve customer morale? This metric refers to how happy your customers are to continue supporting your brand.

Morale 59

Morale Feedback Chatbots Metrics 59

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. Decline in Service Standards Engaged customer service employees tend to deliver personalized, empathetic support. Lower Morale Across Teams Disengagement is contagious. What is Quiet Quitting?

Customer Service 52

Customer Service Morale Coaching Surveys 52

TeleDirect

JANUARY 4, 2025

Customer Relationship Management (CRM) Systems: CRMs store customer data and interaction history, enabling personalized and efficient service. Recognition and incentives to boost morale. Scalability: Quickly adjust resources to meet fluctuating demand. Call centers combat this by providing: Rotating shifts to balance workload.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

Callminer

MAY 11, 2020

Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Just assign the perfect person to address the problem and let others work. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor.

Management 273

Management Customer Experience Customer Service Coaching 273

CSM Magazine

DECEMBER 6, 2024

An uncomfortable workspace can lead to physical strain, lower morale, and reduced productivity. Personal Space Provide enough room between workstations to ensure employees arent cramped or overcrowded. Recognize Employee Achievements Acknowledge and reward the hard work of your team to boost morale and motivation.

Contact Center 52

Contact Center Morale Management Personalization 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

Steve DiGioia

DECEMBER 7, 2015

All seems well until the department’s production drops and morale drops even more. Well, maybe giving that person a promotion wasn’t a good idea… Here’s a transcript of a conversation “overheard’ in the employee break room: “They owed me that promotion; I’ve been here 8 years. What happened?

Management 88

Management Morale Personalization Customer Service 88

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. Host regular meetings to listen to your agents’ feedback, observations, and opinions.

Call Center 148

Call Center Morale Best practices Contact Center 148

Outsource Consultants

FEBRUARY 18, 2025

Here’s why a proactive approach is so crucial: Maintain High Service Standards: Proactive quality control ensures consistent and exceptional service delivery, meeting and exceeding customer expectations every time. Publicly acknowledging success can boost morale and encourage others to strive for excellence.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

ShepHyken

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? What if this colleague was then excluded from all strategy meetings and decision-making? But the truth is everybody in CX has this colleague – it’s the customer.

Morale 153

Morale Feedback Upselling Surveys 153

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Mission and Values.

Morale 59

Morale Contact Center Accountability Coaching 59

Steve DiGioia

OCTOBER 31, 2016

We sit through many unproductive meetings discussing the issues at hand but never come out with tangible solutions and an action plan to improve. A team-builder, motivator, a take-charge personality are terms associated with you. How does this affect employee morale? You must be willing to change as needed…until it works!

Morale 190

Morale Personalization 190

Fonolo

NOVEMBER 24, 2020

“I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” And that’s the driving force behind most of this year’s trends.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

VirtualPBX

APRIL 1, 2021

Try something new in your company meetings! Keep the production and efficiency high and your meetings short with our new Video Conference Survivor feature. You can vote your colleagues out of a meeting for any reason you want: It’s nothing personal, but maybe that speech has lasted a little too long. Vote them off!

Morale 98

Morale Metrics Personalization 98

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Customer service is about finding a balance between efficiency and personalization…”. Hassan Alnassir. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. Call monitoring personnel need to know what they’re looking for, such as mirroring techniques, and accurately rate each contact based on how well the agent meets expectations. Rate It to Make It.

Call Center 71

Call Center Personalization Scripts Morale 71

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. When Workforce Management Meets Employee Engagement. Customers won’t have to jump from person to person just to get the help they need. They’re empowered to answer customer questions.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

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

Call Center Weekly

SEPTEMBER 6, 2017

Instead, they regurgitated company policy supporting their claim about why the prior person told me wrong. All I needed was a car that would meet my needs – and I was willing to pay for an upgrade. The golden rule isn’t going to give all the answers, and it’s not a concrete moral guide.

Customer Service 327

Customer Service Airlines Morale Contact Center 327