Fonolo

JULY 18, 2019

These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships. Limited Self-Service Options. Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

NOVEMBER 8, 2022

In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries. Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! Knowledge Base or FAQ.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

ProProfs Blog

MAY 13, 2020

For instance, ProProfs’ help desk support software lets you integrate all your customer service communications into a single and central platform. Personalize the ‘Self-Service’ Experience. According to the American Express , more than 60% of Americans prefer solving basic service issues using a self-service portal. .

Personalization 167

Personalization Customer Service Self service Feedback 167

Calabrio

FEBRUARY 26, 2025

Poor work-life balance lowers morale and contributes to high turnover rates. These challenges create a negative feedback loop : disengaged employees provide lower-quality service, leading to dissatisfied customers, which increases stress for employees, further driving attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Fonolo

NOVEMBER 24, 2020

” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. CallMiner found that nearly 70% of customers said they were more empathetic and understanding of the challenges of agents and customer service departments during the pandemic. .’

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

CSM Magazine

MARCH 20, 2025

Interactive Voice Response (IVR) : Automates customer service by routing callers to the appropriate department or providing self-service options. Encourage regular breaks, provide access to wellness resources, and recognize accomplishments to keep morale high.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

24-7 InTouch

NOVEMBER 18, 2024

Customer self-service can be improved with the help of interactive bots that offer features like FAQ documents and links within a contained conversation. Lower stress levels in agents show positive outcomes such as increased performance, decreased attrition rates, and higher morale.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

Fonolo

MAY 30, 2023

Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. This type of self-service reduces administrative burden – and it’s popular and empowering, too. Employees who use it report having a better work-life balance and improved morale.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

DECEMBER 13, 2018

It is important for management to acknowledge this reality and find creative ways to recognize those working in customer service and call center roles. Managers can keep both morale and productivity high by incentivizing employees. Set Up Self-Service Portals .

Customer Service 113

Customer Service Call Center Gamification Self service 113

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

ProProfs Blog

MAY 13, 2020

For instance, ProProfs’ help desk support software lets you integrate all your customer service communications into a single and central platform. Personalize the ‘Self-Service’ Experience. According to the American Express , more than 60% of Americans prefer solving basic service issues using a self-service portal. .

Personalization 148

Personalization Customer Service Self service Feedback 148

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Smart technology like Artificial Intelligence (AI) and real-time customer service chatbots are great for both agents and customers. And, technology that allows customer self-service improves efficiency and satisfaction.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This word is now more important than any other word.

Contact Center 149

Contact Center Coaching Education Call Center 149

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Calabrio

MARCH 25, 2025

This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism. Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

ProProfs Blog

SEPTEMBER 18, 2017

By delivering good customer services, you are more likely to take advantage of customer evangelism. Making customer service an integral part of your work culture will also lead to a better employee morale. Expert Advice: Top 3 Skills Required to Succeed in Customer Service. The Biggest Problem with Customer Support.

Customer Support 148

Customer Support Self service Morale Banking 148

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Better Self-Service Options: solutions that help customers solve issues on their own, through their preferred channels.

outsourcing 128

outsourcing Gamification Morale Call Center 128

ProProfs Blog

DECEMBER 12, 2019

Create a Self-Service Portal and a Service Catalog. Moreover, training can help improve the internal customer service levels as employees need not wait for an email or telephonic reply from the higher-level management or service provider to solve specific issues. Create a Self-Service Portal and a Service Catalog.

Wait times 143

Wait times Metrics Self service Feedback 143

Fonolo

AUGUST 29, 2019

It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Yes, customers love the self-service capabilities that some technology affords them, but ultimately, they still crave the human touch , human interaction, and human help to get most things done.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Hodusoft

APRIL 2, 2025

They must leverage sophisticated automated tools to not only deliver lightning fast service but also a wide array of self-service options. When customers reach out to telecom companies for billing errors, service disruptions, or technical failures, it’s a harrowing experience for customer support representatives.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers. Am I still needed?”

Self service 40

Self service Contact Center Morale Personalization 40

Nicereply

APRIL 6, 2022

By maximizing its AI and self-service feature, you can quickly resolve customer concerns at their convenience. Some businesses have increased their self-service department and advised their customers to call during off-peak hours. Boost morale with regular one-on-one checkpoints. Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

VirtualPBX

APRIL 19, 2023

Without proper call traffic management, you risk losing customers, damaging your reputation, and reducing employee morale. Offer Self-Service Options: Self-service options such as FAQ pages, chatbots, and automated phone menus can help customers get the information they need without having to speak to an agent.

Management 97

Management Wait times Self service Call Center 97

3CLogic

AUGUST 3, 2021

Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale. Modern-day contact centers should also be leveraging voice-based self-service to alleviate agents of simple inquiries that customers can self-resolve.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

teleopti

APRIL 30, 2019

Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Upstream Works

NOVEMBER 30, 2022

Agent morale suffered which led way to rising turnover and the Great Resignation. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. Overworking your support team can also damage morale, impact service quality, and mar your brand reputation. Here’s a quick look at a few findings.

Morale 83

Morale Self service Surveys Customer effort 83

Playvox

OCTOBER 19, 2021

When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Implement self-service to reduce demand for agent assistance. Implementing effective customer self-service tools is a great way to make some of that volume take care of itself, limiting the need for your agents’ involvement.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

TechSee

OCTOBER 10, 2019

In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

TeamSupport

JUNE 14, 2019

Adding in live chat and self-service channels via your customer support system will not only increase customer happiness (more ways to contact you) but also reduce ticket volume. Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank.

Customer Support 75

Customer Support Self service Morale B2B 75

Fonolo

AUGUST 29, 2018

Doing” human interactions well in an increasingly self-service world will set you apart. This must be done thoughtfully, but AI represents great potential not just to improve self-service, but also optimize the use of your agents.”. My top advice for contact centers is to invest in the morale of the support team.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Fonolo

SEPTEMBER 15, 2020

The ease and availability of the services offered by the big banks often outweigh any moral outrage. When you get to a point in their self-service where you must speak to a representative, they don’t tell you to call them. 30 Call Center Tips and Tricks You Can’t Live Without.

Banking 125

Banking Finance Interactive Voice Response Morale 125

Inbenta

NOVEMBER 3, 2022

By implementing Inbenta’s AI Chatbot, they boosted staff morale and improved patient experience significantly. Healthcare chatbots are the next frontier in virtual customer service as well as planning and management in healthcare businesses. Read full case study]. What is a Healthcare Chatbot?

Healthcare 96

Healthcare Chatbots Morale Transportation 96