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For many, managing morale and employee engagement in a contact center is a complete mystery. What Joe will cover in this free training seminar…. Seminar Leaders. UNTIL NOW – Managing morale and employee engagement in a contact center was a complete mystery. Three main focus areas with direct impact on your culture.
These are all signs that we’re burned out or morale is very low. I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things spicy at Myra Golden Seminars by regularly getting the team out for fun. Plan a Team Building Outing.
Refresher courses, seminars, and other product knowledge dissemination activities should be a staple of contact center work routines. That being the case, morale boosting and team building events should become the norm at your company. Happy agents set the tone for good customer experiences. At least for now!
If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. Being a good agent does not translate to being a good supervisor. Experiential Learning.
Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. As success leaders and call center managers, you need to be an example for your agents.
Team-Building Workshops Conduct interactive seminars centered on team-building exercises. A festive mood in the workplace may boost morale and team dynamics. Invite industry experts or motivational speakers to offer workshops and seminars, where you may learn new skills while also strengthening team relations in a casual environment.
Every agent has unique strengths, and recognizing them improves agent morale. Call center agent training can take the form of courses, seminars, videos, and other activities that teach and inform agents about successful work practices. TIP: Always identify areas for improvement within the context of their successes.
Here’s the 8 Step Quality Program we use at Myra Golden Seminars. What’s morale like? I have help for you. Define the Problem You Need to Solve. Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Standards and Objectives for Customer Experience.
After all why would we want home agents, speech recognition, higher quality or better staff morale and management? it also reduces time to speak with industry peers, to attend conferences or seminars. Not staying current on new technologies impacting Call and Contact Center operations. I hope you can sense my sarcasm here.
Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. The focus on your organization’s continual growth through telemarketing services will keep your internal sales team’s morale high. This is where telemarketing services can help increase your sales.
Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. This helps in morale boosting as well as better handling of personal relationships when things are not going well. What I liked the most are the seminars and workshops we did all year round.
Allowing agents to spend more time in training programs or relevant seminars can improve morale in the long run, even if it temporarily means less time on the phone. Rewarding staff appropriately is a great way to show your company’s appreciation and to keep morale high.
They can also affect employee morale and efficiency. They can provide 24/7 information on any company issues, from policies, seminars, documents to how to book meeting rooms or know more about after-work groups. Mistakes are impossible to foresee, and we are only human after all. Saves time and lets teams focus on critical issues.
These are all signs that we’re burned out or morale is very low. I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things fresh at Myra Golden Seminars by regularly getting the team out for fun. Plan a Team Building Outing.
Companies across industries are realizing that their most valuable asset is their people, and investing in their growth not only enhances skills but also boosts morale, productivity, and retention. Workshops and Seminars : These offer opportunities for interactive learning and networking.
Giving employees a chance to get to know one another and enjoy fun activities together away from the office can boost morale. Furthermore, offsite professional development activities such as seminars and workshops that employees may choose to attend are also great for helping them attain personal goals.
You can make your sales associates better listeners by including active listening in your training seminars. 6) Share Success Stories to Boost Morale and Provide Positive Examples Spending all day on the phone can make people feel isolated. It’s easy to forget that you’re a part of a team striving to meet goals together.
When a customer appreciates good work done by your employee, it boosts their morale and encourages them to continue giving good output. Make sure that you create an environment for self-growth and learning by providing webinars, seminars, courses, skill training programs, etc. Create Healthy Work-Life Balance. Source: Palmer Group.
This can be provided in digital or virtual workshops, video seminars, webinars, or one-on-one coaching and mentoring. Treat Your Agents to an Updated Knowledge Base Now that your agents are ready to hit the ground running, give them an updated knowledge base to work from.
The moral of the above story is- If you have a high customer churn rate, no matter how many new clients you get, your business and revenue will suffer. This might be in the form of a discussion board or a community built through customer newsletters and seminars. You don’t want to be in such a tricky situation, do you?
But, from a broader standpoint, it paves the way for better agent morale, more meaningful customer interactions, and heightened overall call center efficacy. Engage in Industry Dialogues: Participate in forums, conventions, and seminars focused on voicemail detection technology.
Offer free workshops and seminars to improve work habits and improve skills. It is essential to offer professional growth opportunities to employees to empower them to stay loyal and engaged and pursue greater success within your company rather than looking elsewhere. Create A Mentoring Program. Provide a delineated path for progress.
In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. How We Reinvented Our Own CX — StoryMiners.
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