ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Customers service training ideas for better brand advocacy.

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Customer Service Morale Sales Coaching 399

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?

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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.

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Analytics Coaching Morale Metrics 52

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Below are some of the benefits of deploying effective training methods for your company.

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Best practices Call Center Morale Coaching 174

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. Supervisor Training Reset. Being a good agent does not translate to being a good supervisor.

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Contact Center Morale Call Center Metrics 269

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. The post Maintaining morale in your contact center appeared first on Tethr. Be a team player.

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Morale Contact Center Gamification Scripts 64

CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. The Importance of Employee Training and Development Every organization thrives on the competencies and capabilities of its workforce. Measurable : Determine how success will be measured.

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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.

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Morale Customer Service Employee engagement 314

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? In other words, are you leading morale for great customer service? Here are the key modern day leading morale steps to guide you. Here are the key modern day leading morale steps to guide you. Start by Removing These 9 Morale Killers.

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Morale Customer Service Technical Support Metrics 73

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. But when it comes to honing these essential skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily.

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Accountability Customer Service Contact Center Morale 52

Vistio

JUNE 4, 2024

Effective training in contact centers is crucial for both operational success and employee satisfaction. Unfortunately, many organizations face persistent issues that indicate their training programs might be fundamentally flawed. Wasted rraining wages: The investment in training these agents becomes a sunk cost.

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Contact Center Construction Morale Feedback 52

JustCall

NOVEMBER 24, 2022

This leads to higher turnover, less stress, and better morale in the workplace. By scheduling regular training and curating an encouraging incentive plan for them, they can advance within the company by following a well-defined path if they decide to grow within the organization. Create Growth Opportunities.

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Morale Call Center call center workforce Metrics 52

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. WHAT TO LOOK FOR IN CUSTOMER SERVICE TRAINING PROGRAMS A customer service culture has to be built on more than just words.

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Customer Service Coaching Contact Center Banking 107

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. What is Culture? Remember to publicly recognize your team.

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Morale Contact Center Accountability Coaching 59

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.

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Contact Center Customer Service Employee engagement Coaching 128

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.

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Morale Customer Service Chatbots Feedback 158

The Center for Client Retention

SEPTEMBER 8, 2017

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. Here are 8 tips on how you can immediately improve contact center morale: 1. Develop a mentoring program.

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Morale Contact Center Call Center Feedback 81

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.

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Customer Service Chatbots Morale Self service 206

JustCall

MARCH 9, 2023

Here’s taking a holistic look at the advantages of customer service training and why you should give it its due. Benefits of customer service training for employees Here’s how employees can benefit from customer service training. Increased confidence Trained customer service agents are more confident in dealing with customers.

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Customer Service Morale Benchmark Scripts 40

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents. Even the simplest training manual can be complex. Training Tools.

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Coaching Customer Service Scripts Morale 91

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.

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Morale Chatbots Surveys Technology 52

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Here are some of the common ones: .

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Best practices Call Center call center software Morale 62

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.

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Morale Surveys Management Customer Service 382

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. And this is where sales training should spend the largest proportion of its focus. Why are you doing the training? What role will managers play?

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Outsource Consultants

JULY 17, 2018

Contact Centers Should Give Agents Freedom Within Scripts to Boost Morale. Strict adherence to scripting and brand voice can have negative results, specifically when it comes to agent morale. I’m not saying we need to remove training and scripts from contact centers and tell agents, “Say whatever you want!”.

Morale 52

Morale Scripts Contact Center outsourcing 52

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.

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Airlines Journey mapping Morale Customer Service 225

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.

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Customer Service Morale Customer retention Marketing 182

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.

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Customer Service Customer retention Morale Customer Experience 206

JustCall

MARCH 28, 2023

To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. Additionally, a collaborative environment fosters trust and camaraderie among team members, boosting morale and overall job satisfaction. Sales success hinges on strong collaboration within the team.

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Sales CRM Best practices Morale 52

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.

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Customer centricity Morale Feedback Customer Experience 225

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.

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Morale Advertising Healthcare Personalization 306

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.

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Morale Contact Center CCNG Agent burnout 195

Steve DiGioia

AUGUST 8, 2022

It’s their fault, morale is low. Maybe you think that with a little more training, you can turn these people around. Maybe you think that with a little more training, you can turn these people around. But training can’t fix poor employee morale. What have you done to prevent this from happening?

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Management Morale Customer Service 147

SharpenCX

JUNE 10, 2021

Start with coaching and training. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. When you use in-line training and timely feedback, your agents learn as they go. Give agents the task of training new hires or allow loyal team members to plan or interpret metrics.

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Morale Call Center Contact Center Coaching 67

NobelBiz

SEPTEMBER 3, 2024

A high resolution rate tends to indicate well-trained, knowledgeable agents with proper tools, hence limiting the need for repeated calls from customers. This monitoring rate depicts the areas where agents require additional support or training for problem-solving skill development.

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Call Center Morale First call resolution Abandon Call 93

Call Center Weekly

JULY 24, 2017

As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them. Building trust with your agents will make a world of difference in morale, team performance and attendance. The return is so much greater than our efforts.

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Contact Center Morale B2C Coaching 273

Calltools

FEBRUARY 3, 2021

If you have a talented and well-trained sales team, your success is almost guaranteed. You lose time and money while you train replacements. You can reach this goal by enhancing your hiring, training and evaluation practices. This is the first step to a solid call center agent training plan. Training Call Agents.

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Call Center Sales Morale Technical Support 52