PeopleMetrics

APRIL 1, 2025

AI Can Help, But It Cant Motivate on Its Own Heres the AI angle: AI can help you identify performance trends, flag anomalies, and even recommend incentive structures based on predictive modeling. It can forecast where certain regions or individuals are likely to fall short and alert you early so you can take action.

Morale 62

Morale Metrics Surveys Feedback 62

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

Callminer

NOVEMBER 9, 2020

Scam callers may show a trend of repeated access attempts with the wrong information. ” – Ilsa Morales, Authentication and Fraud Prevention in Call Centers , United World Telecom. .” – Call center fraud is on the rise – here’s how you can protect your credit union , MAP; Twitter: @mapcuso.

Call Center 345

Call Center Banking Contact Center Accountability 345

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Morale Education Enterprise 52

TeleDirect

MARCH 20, 2025

Continuously Adapt and Improve Stay updated with industry trends and continuously refine processes to maintain high service standards.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Fonolo

NOVEMBER 3, 2020

” This deeper emotional trend drove the changing perception of contact centers. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Younger generations are showing this as a primary driver for their decisions, so this trend will continue well into 2021.”

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Beyond Philosophy

NOVEMBER 22, 2017

Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. 7 Upcoming E-commerce Web Design Trends to Adopt in 2018.

Banking 223

Banking Enterprise Consulting Consulting 223

CSM Magazine

OCTOBER 22, 2024

Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Staying ahead of these trends is essential to maintaining a competitive edge in the constantly adapting customer service landscape. In today’s competitive environment, exceptional customer service is paramount.

Personalization 52

Personalization Customer Service Morale Surveys 52

TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. Why Call Center Training Is Essential Training equips call center agents with the skills and knowledge they need to perform their roles effectively. Here are best practices to implement: 1.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. Contact Center Trend #1: Texting is Back (With Bells On). Contact Center Trend #1: Texting is Back (With Bells On).

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. Analyzing Attrition with Advanced Analytics Advanced analytics can significantly enhance the understanding of why agents leave by identifying key trends and patterns within the workforce.

Analytics 52

Analytics Coaching Morale Metrics 52

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Outsource Consultants

NOVEMBER 29, 2021

If you’re grappling with what the future looks like for remote-first teams (whether transitioning your existing call center or onboarding a BPO partner for the first time), this article details the benefits, trends, and challenges you’ll face in 2022 and beyond. Call Center Trends for Remote Work in 2022. What’s more?

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . Let’s take a closer look at these 2022 contact center trends. 2022 just might be The Year of the Contact Center Employee.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Fonolo

OCTOBER 13, 2020

We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. The last few years have seen several reassuring trends in the contact space industry. But the contact center executives we spoke to this year indicated three worrying trends: 1.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Peter Lavers

FEBRUARY 12, 2015

Once again, I’d expect the UK business trends to follow the US. Being the voice of the customer at the top table is almost a moral responsibility for any organisation’s customer insight leader. So, when you get that call or regular appointment at the top table, what should you do? Bring a regular customer update.

Morale 160

Morale Marketing Analytics Metrics 160

Joe Rawlinson

MARCH 24, 2014

A combination of both is important to maintaining morale in your area. Sponsor a team lunch at the office and have someone come and talk about customer service trends and techniques. Recognition can come in the form of team activities or may be directed to an individual, says Zen Desk.

Customer Service 153

Customer Service Morale Education Consulting 153

CSM Magazine

MARCH 20, 2025

Keep in mind peak hours and seasonal trends. Encourage regular breaks, provide access to wellness resources, and recognize accomplishments to keep morale high. Employee well-being directly influences performance, and providing a comfortable environment ensures they stay motivated and productive.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

ShepHyken

MARCH 30, 2020

Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. Insights give you the intel you need to deliver personalized experiences, catch trending buying patterns, better manage demand and inventory and much more. Here are my top five picks from last week.

Customer Service 157

Customer Service Morale Marketing Best practices 157

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

SharpenCX

JUNE 2, 2020

This forecasting helps you find trends in your day-to-day workflow, so you can have the right number of employees ready to take on customer questions. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.

Call Center 133

Call Center Morale Contact Center Technology 133

CSM Magazine

DECEMBER 10, 2024

Continuous training ensures that support agents stay up-to-date with the latest trends and technologies in the cryptocurrency space. Providing ongoing development opportunities for customer support teams can boost their confidence, competence, and morale. This results in more efficient problem-solving and higher customer satisfaction.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Top Contact Center Technology Trends You Shouldn’t Ignore. As success leaders and call center managers, you need to be an example for your agents. The best call centers don’t have leaders tucked away in offices.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

ShepHyken

AUGUST 18, 2023

Analyzing Customer Data for Improved Experiences AI can analyze vast amounts of customer data to identify patterns, trends, and pain points. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. This round-the-clock availability enhances customer satisfaction and loyalty.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. 15 Key call center technology trends for 2022.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Fonolo

JULY 20, 2021

That’s why it’s so important to evaluate this essential tool and make any required upgrades , especially when you notice signs of customer complaints, low agent morale, or technology limitations. Discover the Six Crucial Contact Center Trends That Will Shape 2021.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

CCNG

FEBRUARY 1, 2023

The Northridge Group has observed a trend among clients: Those that shifted to more flexible work models during the pandemic and maintained them afterward report increased productivity among associates. It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Digital transformation has impacted numerous contact center processes, with a Forrester report discussing how AI trends transform agents’ roles in the contact center by giving them the tools they need to succeed.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

FEBRUARY 18, 2025

Data-Driven Approach: Leverage the power of data analytics to identify trends and patterns in quality issues. Publicly acknowledging success can boost morale and encourage others to strive for excellence. Conduct regular and comprehensive quality audits to proactively identify potential issues and areas for improvement.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Momentum Telecom

FEBRUARY 5, 2025

This in-depth visibility is critical for delivering excellent customer service and making smarter operational decisions based on live call data or emerging trends. Immediate course correction Historical data helps you see trends over days or weeks, but real-time dashboards let you act in the moment. If call volume spikes at 10:15 a.m.,

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. Agent empowerment is one of the top trends in the contact center space for 2023. How Balto Can Help Your Organization Keep Up with Industry Trends. Read on for a sneak peek of what we’re excited for.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Fonolo

JANUARY 14, 2021

And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. You can’t create an inclusive work environment if you don’t have leaders willing to emulate those ideals.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

ProProfs Blog

NOVEMBER 15, 2021

The collected information from a business questionnaire helps you form growth strategies by analyzing meaningful insights about market trends, employees, and customer behaviors. For enhanced productivity, it is essential to have an accurate glimpse into the overarching mood and the overall morale in your company.

Surveys 144

Surveys Morale Feedback Customer effort 144

Fonolo

JULY 18, 2019

The moral of the story is that making it easy for customers to help themselves is no longer seen as a cop-out or, worse still, a nefarious attempt to reduce labor costs. One of the top trends for customer service is proactive engagement or proactive customer service. Reactive Service.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Fonolo

SEPTEMBER 1, 2022

But if you’re a call center leader, it’s your job to combat that damaging trend. CUSTOMER FEEDBACK: “We saw a reduction in our abandon rate, an increase in member satisfaction, and an upsurge in agent morale.” – Mark Edelmen, VP of Digital Member Services, Stanford Federal Credit Union. Don’t worry!

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137