ShepHyken

DECEMBER 15, 2017

According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees. Boosting staff morale and increasing productivity results in financial benefits. To conclude. per year.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Steve DiGioia

OCTOBER 3, 2016

According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. In a study from Harvard Business Review, As much as 80% of employee turnover is due to bad hiring decisions. Less qualified employees, especially management, will undermine employee morale.

Morale 196

Morale Surveys Management Sales 196

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee engagement 359

Employee engagement Morale Customer Experience Feedback 359

TechSee

JUNE 16, 2021

Lack of employee adoption can result in reduced productivity and morale. Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . Visual assistance adoption case study: WCTel. In other words, a technology that no one uses is useless.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

ShepHyken

MAY 27, 2019

New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell. That translates to higher morale, lower turnover and happier customers. As you read this article, think of how this relates to your business. by By Team Survaider.

Journey mapping 274

Journey mapping Customer Service Employee engagement Morale 274

ShepHyken

DECEMBER 24, 2018

Morality and Customer Loyalty by Patrick Barney. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. This short article has some great suggestions on how and why data is important to the customer experience.

Customer Service 236

Customer Service Morale Coaching Customer Experience 236

Beyond Philosophy

FEBRUARY 3, 2015

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Sources: Aagaard, Michael. “10

Consulting 304

Consulting Consulting Customer emotions Morale 304

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. Did you know that many studies show overall work performance and productivity being much higher when employees work remotely? Meet Outside The Workplace.

Morale 69

Morale Personalization Management 69

Beyond Philosophy

AUGUST 25, 2019

This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. We talked about the idea that trust is a nice, ethical, and moral thing to use as a basis for your interactions. (Now, to be fair, if it was my brother Neil, my answer is yes.).

Morale 358

Morale B2B Consulting Consulting 358

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. What are some failproof strategies to improve customer morale? Because your goal is to improve customer morale, it’s not surprising at all how your first step is to seek customer feedback. Study Your Competitors. Seek Customer Feedback. Conclusion.

Morale 59

Morale Feedback Chatbots Metrics 59

CSM Magazine

MARCH 28, 2025

Studies suggest that as much as 70% of the workforce has experienced imposter syndrome at some point in their career. Your leadership shapes team morale, and your dedication to excellent service has a direct influence on customer loyalty and satisfaction. If this sounds familiar, you’re not alone.

Customer Service 52

Customer Service Management Morale Feedback 52

ShepHyken

JULY 14, 2017

Morality hits rock bottom when the quality of Product A is superior to B. SiteSell designed a rigorous study of its product, Solo Build It! Google ranks many fake reviews highly, despite the generally low quality of the content and results that are counter-productive to search intent. vs. Wealthy Affiliate.

Customer Experience 116

Customer Experience Morale Advertising Surveys 116

Fonolo

JUNE 17, 2021

Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. But agent engagement isn’t just about making your employees happy.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Call Center Weekly

OCTOBER 9, 2017

Improved morale Why is training and development important? On the other hand, numerous studies have shown employees who are not receiving consistent training and development are not happy or efficient. They impact customer churn, reduce morale, and cost more money and time over the life of employment.

Contact Center 273

Contact Center Morale Government Education 273

ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

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. The same can be said of technology. What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

LiveVox

DECEMBER 21, 2020

It’s been well documented in formal workplace studies that customer service representatives are subject to a high amount of stress, which can be attributed to the repetitiveness of the work, the emotional nature of caller interactions, the […].

Morale 54

Morale Contact Center Customer Service 54

Fonolo

JULY 14, 2020

Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale. One bonus of boosting morale by offering your call center agents flexible shifts is increased productivity.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Calabrio

FEBRUARY 26, 2025

Poor work-life balance lowers morale and contributes to high turnover rates. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals. Heavy workloads and high stress lead to burnout, reducing engagement and job satisfaction.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Joe Rawlinson

APRIL 16, 2014

Thanks to the flexibility afforded by on-line courses, your employees can maintain their job commitments and study simultaneously. It’s hard to maintain an upbeat, customer-oriented attitude if bad morale is chipping away at your team’s cohesiveness. Rewarding your team for their successes is important.

Customer Care 121

Customer Care Management Morale Education 121

Call Center Weekly

JULY 10, 2018

One of the things I learned during my studies and early career days was the need for honesty and integrity in public relations. That’s a given, I used to think, but I am learning more and more that nothing — especially morally sound professionals — is a given.

Morale 25

Morale Airlines Government Personalization 25

Outsource Consultants

JUNE 6, 2022

98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. A recent study showed that 80 percent of U.S. Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now.

Gamification 128

Gamification At home agents Morale Employee engagement 128

ShepHyken

MARCH 23, 2018

According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale.

Airlines 210

Airlines Morale Benchmark Marketing 210

ShepHyken

MAY 16, 2022

They offered some key insights on how to keep a short-staffed team’s morale and a business’s reputation afloat, despite the challenges being faced. Power 2022 North America Airline Satisfaction Study. (Forbes) 14 members of Forbes Business Council shared how managers can ensure high-quality customer service with a lean workforce.

Customer Service 166

Customer Service Airlines Metrics Journey mapping 166

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

CCNG

FEBRUARY 1, 2023

According to a study by Cornell University , 87% of call center employees report high job stress levels. In fact, Forbes reported that the ability to WFH increases employee happiness by as much as 20% while a Stanford study found that WFH increased productivity by 13% and decreased attrition rates by 50%.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Call Design

SEPTEMBER 22, 2020

By implementing a flex-schedule, you can ensure that your team is working the hours they need to work while improving the quality of their and the overall morale of your team. Increases Morale. The job of a contact centre agent isn’t easy, but there are ways to increase morale throughout your organisation. Improves Efficiency.

Morale 78

Morale Personalization Management Customer Service 78

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

FEBRUARY 18, 2025

The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. Publicly acknowledging success can boost morale and encourage others to strive for excellence. Customer loyalty is a fragile thing.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

SharpenCX

JUNE 10, 2021

Studies show extrinsic motivators – like more money – aren’t better for engagement or empowerment. Boosting morale and increasing motivation can reduce attrition, increase customer retention, and drive performance. First, understand how motivation works. Affirm them when you can and keep pushing them to be their best.

Morale 67

Morale Call Center Contact Center Coaching 67

CSM Magazine

DECEMBER 23, 2024

A festive mood in the workplace may boost morale and team dynamics. Professional Development Retreats A professional development retreat provides an opportunity to study while also relaxing. Select retreat destinations carefully to provide a balanced balance of study and leisure.

Customer Support 52

Customer Support Morale Coaching Personalization 52

Hodusoft

MARCH 5, 2025

As per a study by Baymard Institute, the average cart abandonment rate is 70 percent in the e-commerce sector. And unsurprisingly the Baymard Institute study finds it the most common reason behind cart abandonment. However, a majority of them abandon their carts and leave the website abruptly! Strange but true!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

CSM Magazine

FEBRUARY 25, 2025

In a recently published video case study , Steven Miller, WFM Planning and Resource Manager at Benenden Health, said: “The Sabio Time-Off application has been quite an incredible story. What started as a discussion about an ideal solution has become a game-changing reality for our operations.”

Morale 52

Morale Technology Management Marketing 52

Joe Rawlinson

JULY 22, 2024

Why Employee Appreciation Matters Employee morale directly impacts productivity and retention rates. Studies consistently show that employees who feel valued are more engaged and motivated to perform at their best. Boosting Team Morale Team spirit is crucial for a cohesive work culture.

Morale 78

Morale Advertising Personalization 78

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. In this study , over two-thirds of customers surveyed said they would wait up to two minutes before hanging up. DID YOU KNOW? Provide Clear and Accurate Information.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Callminer

OCTOBER 11, 2018

With smart-routing, companies can also boost employee morale. Studies show that people are much more likely to answer the call when they see a familiar number. Call-type tracking is also important. Understanding the types of calls you receive will increase your effectiveness with hiring, training, and staffing.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

JANUARY 4, 2023

One of the other findings of the AX study was the level of stress this provokes in agents, particularly newer agents, who represent an increasing percentage of the workforce in this high-turnover era. In fact, 76% of respondents in our research said they still work from home, which is sur­prising given the easing of pandemic restrictions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195