Monet Software

FEBRUARY 13, 2020

The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. Opting in,” even for something as simple a Friday on the job, can lead to higher morale. One moment you’re obsessing about workforce engagement, an hour later about service levels.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale.

Contact Center 103

Contact Center Calibration Construction Morale 103

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. And this goes both ways.

Call Center 182

Call Center Management Scripts Coaching 182

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Andrew Mcfarland

SEPTEMBER 21, 2022

Relationship-building skills are vital for success at work and in personal life. In addition to building solid relationships, a business development person should be adept at convincing others. While it’s possible to influence others negatively, moral influence involves understanding and finding common ground.

Morale 48

Morale Sales Scripts CRM 48

Fonolo

JUNE 28, 2018

Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy. Agent Fatigue and Low Morale. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Fonolo

JULY 4, 2018

While a few years ago there may have been more of a customer demand for chat bots, DIY online self-services, and service apps to improve the customer experience, this year brands are noting that they should be more customer-centric, personalized, customized, and humane. The moral of the story? Be Special. Be Generous.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Just assign the perfect person to address the problem and let others work.

Management 273

Management Customer Experience Customer Service Coaching 273

Comm100

OCTOBER 25, 2017

Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Maybe the person who didn’t take the time to read about the product before purchasing is running low on sleep because of a new baby. They want hyper-personalization. And you need more. Download Now.

Morale 131

Morale Customer Service Scripts Personalization 131

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. It’s very important to not take things personally. Pride is an interesting contrast to that – especially at a personal level.

Customer Service 50

Customer Service Morale Interactive Voice Response Banking 50

Monet Software

DECEMBER 4, 2019

Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. Personal days. Socializing and personal calls. Off-call activity, from training sessions to bathroom breaks, is an inevitable part of the business. Vacation time. Emergencies. Absenteeism.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Integrity Solutions

MAY 24, 2023

It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. What it doesn’t cover: those factors that influence a person’s inner drive to achieve. And this is where sales training should spend the largest proportion of its focus.

Sales 52

Sales Coaching Accountability Personalization 52

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. Fraudulent callers may not be able to answer particularly personal questions about a customer. Caller fails voice biometrics screening.

Call Center 345

Call Center Banking Accountability Contact Center 345

ChurnZero

SEPTEMBER 30, 2021

But you just want to make sure that if that person is under Customer Success, they’re very well aligned and working very closely with the Sales Operations Manager. I never had that person. You want to make sure that you’re placing equal weight regardless of how or where this person is living. Do a brainstorm.

Sales 52

Sales Education CRM Metrics 52

Comm100

JUNE 16, 2016

If a person says clothes, for example, ask them if the clothes are for warm or cold weather. In the second round, give each group a slip of paper with a destination, and ask them to repeat the activity. Then that person will whisper it to the next person and so on and so on, until the last person will declare the message out loud.

Customer Service 69

Customer Service Personalization Morale 69

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The activities in this eBook can be great training materials to improve customer service or morale in your team. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out. Download Now.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

Comm100

OCTOBER 17, 2017

The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Have a dedicated person from each department receive the feedback, and bring it to the rest of the team. Download Now.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52