Customer Experience News & Trends

Want happier customers? Make employees happier first

If you want your customers to be happier, stop trying to make them happy – and start doing more to make employees happy. Researchers say that’s the key to customer bliss. 

5 ways to boost morale, performance in a contact center

The best customer service comes from people who are excited to work and happy to help. Here’s how you can motivate the people who work with customers.

16 unbelievable sacrifices your employees will make for 10% raise

When employees are happier, customers tend to be happier. And the key to employee happiness is usually their wallets. So here are some colorful examples of just how badly employees want to make a little more money. 

6 tactics maximize employee morale to improve the customer experience

Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?

Stop wasting 25% of everyone’s time with 10 ways to plan better meetings

For every department discussion or client meeting, about 25% of the time is wasted — time that could be better spent improving the customer experience.

5 ways to keep customer service heroes happy

Research continues to show that customers prefer talking to someone when they have a problem. So companies need to have great customer service heroes on the front line, ready to deliver a “wow” experience. But keeping the heroes in place can sometimes be a big challenge. 

6 ways to make your contact center the best place to work

We talk a lot about boosting morale in the contact center with fun events and challenges, but you can’t overlook the impact a comfortable and positive environment can have on employee performance and morale.

4 signs employees are stressed – and not making customers happy

Some might argue that working with customers all day is the most challenging job there is. And that’s why customer service professionals are at the biggest risk for stress and burnout.

4 signs a bad customer service employee won’t improve (and needs to be shown the door)

Most under-performing employees get better before customer satisfaction gets worse. But there are a few who will never improve. This is how to identify and get rid of them.

What to do after you get the brunt of a customer’s fury

What customer service reps do after tough encounters with customers may be as important as how they handle them.