Customer Experience News & Trends

Another harmful effect of low morale – and how to avoid it

When morale drops in your contact center, this important issue will be on the rise.

High absenteeism directly correlates to low morale, a recent CCH, Inc. study found. Almost 40% of companies with consistent low-to-moderate morale also have an extremely high absentee rate.

On the other hand, just 15% of companies with employees who report high morale experience any increases in absences.

Of course, with absenteeism, productivity will decrease. Customers will likely wait more, too.

To avoid morale problems, keep communication flowing from top down. Employees who understand their companies goals and where they fit into them are more motivated. Plus, they’re less likely to fill gaps in information with morale-busting gossip.

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