Calabrio

MARCH 26, 2025

This results in low morale, reduced productivity, and high turnover. AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution.

Coaching 85

Coaching Call Center Morale Analytics 85

ShepHyken

APRIL 21, 2020

Even a single bad employee can dramatically impact the morale of other employees. Survey your employees regularly and ask them three questions: what they like about working there, what they don’t like about working there and what one thing they would change if they could. places you think are a good source for new hires.

Morale 283

Morale Surveys Marketing Customer Service 283

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey?

Call Center 136

Call Center Surveys Coaching Best practices 136

Steve DiGioia

OCTOBER 3, 2016

According to the National Business Research Institute, 37% of employers said a bad hire negatively affects employee morale. 36% of 1,400 executives surveyed by the staffing firm Robert Half claimed that the leading factor of a failed hire, aside from performance problems, is a poor skills match. Customer service suffers next.

Morale 196

Morale Surveys Management Sales 196

TeleDirect

MARCH 20, 2025

How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Creating a supportive and positive work culture enhances productivity and morale. A: Use post-call surveys, social media monitoring, and NPS surveys to collect valuable customer insights. Monitor online reviews and social media comments.

Call Center 62

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

Win the Customer

NOVEMBER 20, 2024

Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction. Measure Empathy: Use metrics like customer satisfaction surveys and Net Promoter Score to assess the impact of empathy on your business. Empathy is the cornerstone of great customer service.

Morale 59

Morale Chatbots Surveys Technology 59

Beyond Philosophy

JULY 26, 2018

Customer feedback and surveys can help with this, with the caveat that customers might not always be a reliable source, particularly when the influences are subconscious. 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! Keep doing it.

Real estate 330

Real estate Morale Customer Experience Consulting 330

Contact Center Pipeline

SEPTEMBER 13, 2018

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. The SHRM survey, “Using Recognition and Other […].

Contact Center 164

Contact Center Morale Surveys Management 164

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. Various factors like motivation, career growth, compensation, and team morale influence how satisfied your employees feel. How employee satisfaction surveys can help. Why employee satisfaction matters.

Surveys 109

Surveys Feedback Morale Metrics 109

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

Morale 189

Morale Call Center Contact Center Surveys 189

Steve DiGioia

AUGUST 5, 2015

Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards and rave reviews of your service…great job. Employee morale is second to meeting budget. Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder? But now look at you.

Morale 178

Morale Benchmark Surveys Marketing 178

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? This can affect the morale of the entire workforce.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

ProProfs Blog

JULY 30, 2021

As a survey creator, it is natural for you to expect encouraging and reliable responses to your surveys. With an enhanced survey response rate, the chances of collecting accurate data increases. But unfortunately, not all surveys are error free. Survey bias can be reduced with careful research and planning.

Surveys 78

Surveys Morale Feedback Journey mapping 78

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 209

Customer Service Customer retention Morale Customer Experience 209

PeopleMetrics

APRIL 1, 2025

At the end of the day, if someones bonus is connected to a VoC metricwhether its NPS, CSAT, survey response rates, or alert follow-upstheyre going to care more about that metric. Recognition alerts (see Lesson 33 Revisited ) are a great source of insight for non-monetary rewards that boost morale and reinforce positive behaviors.

Morale 62

Morale Metrics Surveys Feedback 62

ShepHyken

MAY 5, 2020

Top Takeaways: A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values. There is always a risk for brands to take a stand on moral issues. When in a global crisis, brands need to be careful and mindful of their marketing practices.

Morale 197

Morale Surveys Management Marketing 197

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

delighted

MARCH 29, 2022

Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. What is an employee satisfaction survey? An employee satisfaction survey measures how satisfied employees are working at your organization. Why do employee satisfaction surveys matter?

Surveys 90

Surveys Feedback Morale Management 90

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. When it comes to boosting team morale, every member of the team matters.

Morale 52

Morale Construction Feedback Surveys 52

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. The post From Snacks to Surveys: 7 Tips to Boost Employee Engagement appeared first on Aircall Blog.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ProProfs Blog

AUGUST 13, 2021

All thanks to employee satisfaction survey questions , you can collect regular feedback from your employees. Employee satisfaction surveys focus on workplace aspects like productivity, career growth prospects, employee-manager relationships, employee-peer relationships, and more. What Is an Employee Satisfaction Survey?

Surveys 78

Surveys Morale Feedback Construction 78

Steve DiGioia

JULY 9, 2020

Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. Employee morale is second to meeting budget. Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business?

Morale 147

Morale Benchmark Advertising Surveys 147

TeleDirect

MARCH 20, 2025

Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices. Use Scripts as a Guide, Not a Crutch While scripts are helpful for maintaining consistency, encourage agents to personalize their responses and adapt to the situation.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

ShepHyken

JULY 14, 2017

Morality hits rock bottom when the quality of Product A is superior to B. According to various surveys, 70-85% of shoppers use reviews before purchasing. Google ranks many fake reviews highly, despite the generally low quality of the content and results that are counter-productive to search intent. Loss of Confidence.

Customer Experience 116

Customer Experience Morale Advertising Surveys 116

CSM Magazine

OCTOBER 22, 2024

Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Start by identifying what drives each team member; this could be through one-on-one conversations or surveys. In today’s competitive environment, exceptional customer service is paramount.

Personalization 52

Personalization Customer Service Morale Surveys 52

ShepHyken

NOVEMBER 15, 2023

Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. What if this colleague was then excluded from all strategy meetings and decision-making?

Morale 155

Morale Feedback Upselling Surveys 155

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. A fun work environment can reduce absenteeism, improve productivity, and boost morale.

Call Center 140

Call Center Morale Gamification Employee engagement 140

CSM Magazine

OCTOBER 31, 2024

Utilize surveys or feedback forms to gather insights from your staff. Craft a plan that spans skills development, morale-boosting, and delivering customer satisfaction – you’ll be amazed at the dividends it pays! Step 2: Know Your Audience Understand the needs and skill levels of your audience.

Customer Service 52

Customer Service Scripts Morale Feedback 52

ShepHyken

SEPTEMBER 24, 2023

Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Customer Service 188

Customer Service Morale Surveys Consulting 188

CSM Magazine

FEBRUARY 6, 2025

According to a survey by Gallup : At least 50% of the U.S. Lower Morale Across Teams Disengagement is contagious. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction. And for good reason. Only 32% of U.S.

Customer Service 52

Customer Service Morale Coaching Surveys 52

CSM Magazine

OCTOBER 25, 2022

A recent survey conducted by OTRS Group found that more than half (51 percent) of the respondents were asked to cover for colleagues several times a month. Overworked employees can lead to a notable dip in morale. One of the easiest ways to boost workplace morale (and your bottom line) is to combat and reduce wasted effort.

Morale 119

Morale Banking Surveys Customer Service 119

ShepHyken

JANUARY 3, 2020

Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. Secondly, games can help to improve morale and minimize turnover. Or whose post-call survey results have been the most positive? Managing staff is far too big a topic for a single blog post.

Gamification 149

Gamification Morale Contact center software B2B 149

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Situation : A top goal for 2018 is hiring key talent. Distrust of leadership.

Airlines 210

Airlines Morale Benchmark Marketing 210

Peter Lavers

JULY 7, 2015

Is there a staff survey and what does it reveal? Any other gauges of staff morale? Is there a defined set of behaviours that are driven by attitude rather than standards? Is there a “Way of Working” set out or under development? Have any cultural assessments been done? What training is in place?

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165