ShepHyken

FEBRUARY 3, 2021

You can only imagine what that does to the morale of the team. If it’s because the employee didn’t know what to do, then it’s simply a function of training , which is tied to your system or process. If employees aren’t properly onboarded and trained for their jobs, you can’t expect them to perform at their best.

Morale 385

Morale Surveys Management Customer Service 385

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Ready to take your customer service training to the next level?

Customer Service 52

Customer Service Scripts Morale Feedback 52

ShepHyken

FEBRUARY 7, 2023

Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale. The cost of employee turnover goes beyond hiring and training. Get more information on The Customer Focus ™ customer service training programs. The few I’ve mentioned are easy and fun to do.

Morale 315

Morale Customer Service Employee engagement 315

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale.

Analytics 52

Analytics Coaching Morale Metrics 52

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

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

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? This is where effective contact center training comes in. What is Contact Center Training? The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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

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

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

CSM Magazine

FEBRUARY 5, 2025

When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. Here, we will walk you through every step of training your first customer support rep, ensuring they represent your start-up with professionalism, empathy, and efficiency. Avoid overly complicated explanations.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

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

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

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 243

Employee engagement Morale Personalization Customer Experience 243

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

Joe Rawlinson

APRIL 23, 2025

This includes ensuring all staff understand the potential hazards of their work environment, receive proper training, and are empowered to act when they notice something amiss. Organizations that prioritize safety from the top down often see higher levels of compliance, better morale , and lower accident rates.

Transportation 78

Transportation Morale Personalization Management 78

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 359

Employee engagement Morale Customer Experience Feedback 359

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.

Airlines 218

Airlines Customer Service Employee engagement Morale 218

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 338

Customer Service Employee engagement Morale Technology 338

TeleDirect

MARCH 20, 2025

Train staff on problem-solving and decision-making skills. Invest in Agent Training and Development Well-trained agents are essential for delivering exceptional customer service. Regular training ensures that agents are equipped to handle various scenarios with confidence and professionalism.

Call Center 62

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

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 15, 2017

Target setting can also help to highlight areas in need of extra training and upskilling to help staff improve. Boosting staff morale and increasing productivity results in financial benefits. To conclude.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Win the Customer

NOVEMBER 20, 2024

Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction. Implementing Empathy in Customer Service Train Your Team: Invest in training programs that teach your customer service team how to actively listen, empathize, and communicate effectively.

Morale 59

Morale Chatbots Surveys Technology 59

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 236

Customer Service Morale Coaching Customer Experience 236

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

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

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 274

Journey mapping Customer Service Employee engagement Morale 274

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

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

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 209

Customer Service Chatbots Morale Self service 209

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 229

Airlines Journey mapping Morale Customer Service 229

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 161

Morale Customer Service Chatbots Feedback 161