Beyond Philosophy

FEBRUARY 27, 2017

He personally visits hotels and thanks employees for their work. The company is also credited with helping employees achieve personal goals such as living abroad. When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

MiaRec

MAY 11, 2024

Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover.

Morale 105

Morale Contact Center Agent burnout Personalization 105

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Fan Mail: Send a letter to the employee’s family, explaining how they contribute to the team and how important and valuable that person is to the organization.

Employee engagement 244

Employee engagement Morale Personalization Customer Experience 244

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. Train staff on problem-solving and decision-making skills. Training Tips: Offer ongoing training sessions that cover communication skills and technical knowledge.

Call Center 62

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

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

ShepHyken

SEPTEMBER 29, 2023

When employees feel valued, supported, and empowered within their roles, they are more likely to deliver personalized and empathetic service. Satisfied customers, in turn, positively impact employee morale by validating their efforts. Engaged employees who are committed, motivated, and satisfied deliver better customer experiences.

Employee engagement 363

Employee engagement Morale Customer Experience Feedback 363

SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. When you think about training, does it make you excited? But, let’s be honest.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

ShepHyken

JUNE 15, 2016

Personalize the gift. One of his favorite gifts is to give a big butcher knife with a personalized engraving on the blade. By the way, this gift is personal, doesn’t have a logo and is displayed on the bookshelf in my office for everyone to see. So, surprise your customers with something that is thoughtful and personal.

Morale 222

Morale Personalization Customer Service 222

TeleDirect

MARCH 20, 2025

Train agents to listen without interrupting and to ask clarifying questions when needed. Personalize Each Interaction Address customers by name and refer to previous interactions to make them feel valued and recognized. Q2: What training methods are best for call center agents?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Win the Customer

NOVEMBER 20, 2024

Empathy is the ability to understand and share the feelings of another person. Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction. Personalize the Experience: Tailor your interactions to each customer’s individual needs and preferences.

Morale 59

Morale Chatbots Surveys Technology 59

ShepHyken

JULY 29, 2024

In this excellent article, Brittany covers how CX is an individual and team sport, how CX is a daily discipline, how team morale helps you win, and more. His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers. Connect with Shep on LinkedIn.

Customer Service 212

Customer Service Chatbots Morale Self service 212

Beyond Philosophy

JULY 26, 2018

The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school. The moral of this story is that if you take the time to do the research, you bloody well better do something once you have it!

Real estate 330

Real estate Morale Customer Experience Consulting 330

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. Create training programs and professional development workshops.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

AWS Machine Learning

OCTOBER 27, 2023

Research shows that the most impactful communication is personalized—showing the right message to the right user at the right time. According to McKinsey , “71% of consumers expect companies to deliver personalized interactions.” How exactly do Amazon Personalize and Amazon Bedrock work together to achieve this?

Personalization 103

Personalization Marketing APIs Entertainment 103

ShepHyken

DECEMBER 28, 2021

Train staff properly. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty. Don’t throw your staff under the bus. ” “Empower your employees to self-coach.

Morale 196

Morale Consulting Consulting Coaching 196

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. We talked about the idea that trust is a nice, ethical, and moral thing to use as a basis for your interactions. Imagine you are selling a used car. Would you haggle as hard?

Morale 358

Morale B2B Consulting Consulting 358

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. You hired the best and provided the training for them to be a positive force within the company. So much is written about creating great employee morale.

Morale 0

Morale Airlines Management Accountability 0

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. We’ll send you a recording of the training the next business day.

Morale 229

Morale Call Center Education Management 229

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. The most recent piece was about boosting agent morale. Connect with Shep on LinkedIn.

Morale 163

Morale Customer Service Chatbots Feedback 163

ShepHyken

NOVEMBER 27, 2023

When the person taking your order in a drive-through window at a fast food restaurant is upset when they don’t get tipped, we have an issue (which is addressed in the article). 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?

Customer Service 187

Customer Service Morale Customer retention Marketing 187

Integrity Solutions

AUGUST 28, 2019

For sales training to help all salespeople grow, we have to search for deeper reasons—the real reasons why people sell or fail to sell. Nearly every organization offers sales training in some form. The Problem With Sales Training. Yet, their training curriculum doesn’t align with those factors.

Sales 18

Sales Coaching Morale CRM 18

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

Steve DiGioia

MARCH 14, 2022

I talk about how you’ve helped me train the newbies. RELATED POSTS: Encouragement = the “Miracle Grow” of Employee Morale. I talk about how they’ve become someone I can count on. Yes, I do. I talk about them behind their back. And I talk about you too. I talk about how others look toward you for support and how you give it. I promise.

Construction 43

Construction Morale Management Customer Service 43

SharpenCX

JULY 14, 2020

See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. And training call center agents to see and squash abusive is vital to their well-being (and yours). From Bullying to Burnout.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Without probing, these behaviors could be assumed as training opportunities - the agents don't know how to do something or understand why it matters - when it's an unwillingness bred out of indifference.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents. Even the simplest training manual can be complex. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development.

Customer Service 52

Customer Service Morale Education Enterprise 52

Beyond Philosophy

NOVEMBER 22, 2017

Personality profile assessments are sometimes used in conjunction with an evaluation of the employee’s performance to date. Professional development frequently involves additional training and/or exposure. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”.

Banking 223

Banking Enterprise Consulting Consulting 223

ShepHyken

JANUARY 29, 2021

Get to know the customer personally. That being the case, morale boosting and team building events should become the norm at your company. You can do the same and improve your customers’ experience. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence.

Best practices 252

Best practices Contact Center Interactive Voice Response Call Center 252

TeleDirect

JANUARY 4, 2025

Customer Relationship Management (CRM) Systems: CRMs store customer data and interaction history, enabling personalized and efficient service. Skilled Workforce Behind every successful 24/7 call center is a team of highly trained agents, supervisors, and support staff. Soft skills training to enhance communication and empathy.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

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. Understanding the types of calls you receive will increase your effectiveness with hiring, training, and staffing. With smart-routing, companies can also boost employee morale. Why is that?

Call Center 561

Call Center Metrics Contact Center Wait times 561

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. I have many fond memories as a kid watching some of the greats like Bruno Sammartino, Pedro Morales, Andre the Giant, Chief Jay Strongbow, George the Animal Steele, and many more.

Customer Service 252

Customer Service Entertainment Morale Scripts 252

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. WHAT TO LOOK FOR IN CUSTOMER SERVICE TRAINING PROGRAMS A customer service culture has to be built on more than just words.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

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. Offer training and learning opportunities. Customer experience. Agent turnover.

Call Center 148

Call Center Morale Best practices Contact Center 148

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. “I What happened?

Management 88

Management Morale Personalization Customer Service 88

CSM Magazine

SEPTEMBER 12, 2024

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. Here are several strategies you can try to enhance team morale. Try to incorporate team-building exercises or icebreakers into regular meetings or training sessions.

Morale 52

Morale Construction Feedback Surveys 52