Beyond Philosophy

JUNE 12, 2017

This instills an attitude of “my job sucks” that saps employee morale and motivation. As a result, proponents of change grow frustrated, nothing changes, and morale declines. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

APRIL 29, 2020

Keep your morale up, and the morale of your colleagues and employees. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. It’s important to find reasons to smile and laugh during dark times. For information, contact 314-692-2200 or www.hyken.com.

Morale 316

Morale Advertising Healthcare Personalization 316

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

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. What Joe will cover in this free training seminar…. FREE TRAINING WEBINAR: Learn How Coca-Cola Adds Life to Contact Center Employee Engagement – Click to Tweet. FREE Training – How Do Your Call Center Supervisors Measure Up?

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Beyond Philosophy

JULY 5, 2017

Either the employees immediately recognize the “goal” as a meaningless mission statement that they feel no particular desire to follow through on, or they try to “wow” everyone and fail, leading to poor morale and a perception that they’ve failed. At Beyond Philosophy, we call this a Customer Experience Strategy.

Morale 324

Morale Consulting Consulting Employee engagement 324

MiaRec

MAY 11, 2024

Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover.

Morale 105

Morale Contact Center Agent burnout Personalization 105

The Northridge Group

AUGUST 14, 2023

One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training. The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Beyond Philosophy

OCTOBER 9, 2015

The Moral Dilemma: Collecting Data on Customer Behavior. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. If you enjoyed this post, you might be interested in the following blogs: The Big Hole in Big Data.

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Big data Consulting Consulting Morale 410

Steve DiGioia

JUNE 21, 2021

In time, this will improve with more confidence and training. The moral of this story…. Sure, some were better than others and some were less attentive to their guests than I wanted. But for a group of inexperienced waiters, they took direction well, responded to the guest’s needs, and made me proud. What more could I have asked for?

Morale 299

Morale Customer Service Management 299

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. I’d misplaced the keys to my rental car on the second day of filming for a training course. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

Steve DiGioia

JULY 27, 2015

Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace.

Morale 211

Morale Customer Service 211

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Employee engagement 246

Employee engagement Morale Personalization Customer Experience 246

SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. When you think about training, does it make you excited? But, let’s be honest.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Beyond Philosophy

FEBRUARY 27, 2017

When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience. Astonishing Benefits of Training Your Employees. And when your customer experience improves, so will customer loyalty – with or without a rewards program.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Steve DiGioia

OCTOBER 3, 2021

Some readers may say that a dealership has little incentive to WOW their customers because they have a built-in customer base from those who purchased cars from them and the fact that the dealer mechanics have specific training on the brands where a local mechanic may not have. The moral of the story is…. This is true.

Morale 288

Morale Customer Service 288

ShepHyken

SEPTEMBER 29, 2023

Here are five strategies worth considering. #1 Invest in Employee Development Provide training and growth opportunities that align with both individual career aspirations and the organization’s goals. Satisfied customers, in turn, positively impact employee morale by validating their efforts.

Employee engagement 366

Employee engagement Morale Customer Experience Feedback 366

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 222

Customer Service Airlines Employee engagement Morale 222

ShepHyken

JANUARY 24, 2020

When given proper training, support, and encouragement, employees can make your business. One way to directly affect this is through the company’s culture in terms of how it fosters communication – from etiquette to processes and tools that collectively help staff feel supported by their team, increase chemistry, and boost team morale.

Customer Service 343

Customer Service Employee engagement Morale Technology 343

Steve DiGioia

MAY 9, 2016

But your employees don’t work hard for you, they talk behind your back and morale is poor. Don’t train, retrain, and monitor performance. The fastest way to kill morale, so stop doing it. You think you’re a good leader. You have the position, the title and the power. You’re the boss. You don’t understand why. Well, here’s why.

Morale 0

Morale Feedback Management 0

ShepHyken

DECEMBER 24, 2018

Morality and Customer Loyalty by Patrick Barney. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. This short article has some great suggestions on how and why data is important to the customer experience. Follow on Twitter: @Hyken.

Customer Service 242

Customer Service Morale Coaching Customer Experience 242

ShepHyken

MAY 27, 2019

That translates to higher morale, lower turnover and happier customers. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. What’s happening on the inside of your organization is felt on the outside by customers. How To Create Customer Journey Map Of A Restaurant?

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

Call Center Weekly

OCTOBER 25, 2017

Establishing a borderless community benefits employee morale, creates a culture of entrepreneurship, empowerment, and growth both for the employee and customer base. Horan leads the company’s contract development, human resources, training, workforce planning, and diversity initiatives. Bridget Horan is the owner/operator of Bridget Y.

Morale 192

Morale Consulting Consulting Customer Care 192

Beyond Philosophy

JULY 26, 2018

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! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We all use a Reference Point when we compare things.

Real estate 330

Real estate Morale Customer Experience Consulting 330

ShepHyken

JULY 29, 2024

In this excellent article, Brittany covers how CX is an individual and team sport, how CX is a daily discipline, how team morale helps you win, and more. In the CX arena, our eyes have traditionally been trained on the “big wow” moments—those grand, memorable experiences designed to spur excitement and create lasting brand memories.

Customer Service 216

Customer Service Chatbots Morale Self service 216

ShepHyken

NOVEMBER 21, 2023

Great Grandma responded, “Because back then, the ovens were smaller than they are today, so we had to cut off the end to get it to fit.” The moral of the story is if something worked yesterday, that doesn’t mean it’s the best thing to do today. So, the little girl went to her great-grandmother and asked the same question.

Airlines 236

Airlines Journey mapping Morale Customer Service 236

ShepHyken

NOVEMBER 19, 2023

BONUS 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Morale 166

Morale Customer Service Chatbots Feedback 166

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. True customer loyalty extends beyond transactional interactions and loyalty programs.

Customer centricity 236

Customer centricity Morale Feedback Customer Experience 236

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. Hiring new people isn’t cheap, nor is training them.

Morale 189

Morale Call Center Contact Center Surveys 189

Steve DiGioia

AUGUST 1, 2016

You hired the best and provided the training for them to be a positive force within the company. So much is written about creating great employee morale. New startups build their businesses around effective employee morale and work environment. They hope and expect their service and knowledge will help grow the company.

Morale 0

Morale Airlines Management Accountability 0

ShepHyken

DECEMBER 28, 2021

Train staff properly. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty. Don’t throw your staff under the bus.

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Morale Consulting Consulting Coaching 200

Steve DiGioia

MARCH 14, 2022

I talk about how you’ve helped me train the newbies. RELATED POSTS: Encouragement = the “Miracle Grow” of Employee Morale. I talk about how they’ve become someone I can count on. Yes, I do. I talk about them behind their back. And I talk about you too. I talk about how others look toward you for support and how you give it. I promise.

Construction 43

Construction Morale Management Customer Service 43

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Connect with Shep on LinkedIn.

Customer Service 216

Customer Service Customer retention Morale Customer Experience 216

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Without probing, these behaviors could be assumed as training opportunities - the agents don't know how to do something or understand why it matters - when it's an unwillingness bred out of indifference.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

NOVEMBER 27, 2023

BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

ShepHyken

JUNE 15, 2016

A surprise gift or taking employees to lunch can go a long way in building stronger morale and engagement. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. My wife loves the knife that John gave me… I mean us. Show the people you work with that you care.

Morale 222

Morale Personalization Customer Service 222

ShepHyken

JULY 1, 2016

Create training programs and professional development workshops. Team Leads – Where employees may be focused on the customer experience, team leads can see where strengths and weaknesses lay within employees and possess ideas on better training opportunities. Many of these principles are universal.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

SharpenCX

JULY 14, 2020

And training call center agents to see and squash abusive is vital to their well-being (and yours). Turnover is expensive and takes a toll on morale. As a manager, you can provide training to support and coach agents through those abusive online experiences. Train Call Center Agents to Identify Abusive Language.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128