Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Halford, sums up the need for positive feedback in Entrepreneur.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Russel Lolacher

MAY 4, 2022

— Stacy Sherman (@stacysherman) April 23, 2022. Leadership that ensures safe spaces for honest and frank discussions and welcomes feedback and constructive criticism. Leadership that ensures safe spaces for honest and frank discussions and welcomes feedback and constructive criticism. Answer: Nope!

Construction 52

Construction Feedback Employee engagement 52

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

At the same time, manual coaching techniques are time-intensive and deliver feedback on a handful of cases, resulting in a high attrition rate and poor customer experience. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. Attendees will walk away with insight on the following: Critical components for coaching programs.

Contact Center

Fonolo

APRIL 5, 2022

In 2022, agent attrition is worse than ever. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Comm100

JUNE 15, 2022

This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength.

Customer Experience 91

Customer Experience Journey mapping Surveys Feedback 91