SharpenCX

NOVEMBER 23, 2021

You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. 3 Crucial Ways to Drive Customer Success in your Contact Center : Read about how to gather and use customer feedback and empower your agents. If you’re like me, you’ve already started mentally preparing for the holiday season.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Balto

JUNE 13, 2022

Remote agents are not able to take cues from the agents’ around them or easily flag their managers over for feedback on best practices. With this in mind, it doesn’t help morale that agents in the largest contact centers report having the longest scripts. In 1,000+ agent contact centers, this situation is tough on morale.

Scripts 52

Scripts Contact Center Morale Best practices 52

Fonolo

APRIL 5, 2022

In 2022, agent attrition is worse than ever. Agent Engagement Will Be Critical for Contact Centers in 2022. Conducting performance evaluations and providing feedback to agents. Industry Report: Contact Center Trends 2022. And, agent engagement continues to be the catalyst for customer loyalty and revenue. Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

Playvox

APRIL 11, 2023

Offer Feedback Regularly offering agents feedback is key in helping contact center agents understand how they are performing. Feedback should always be a mix of positive comments and opportunities to improve. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Global Response

AUGUST 7, 2023

Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management. Lead by example and be open and honest about company decisions and foster a culture where employees feel open to dialogue and feedback. What role does communication play in call center culture?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Quiq

JULY 28, 2022

CX fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception. And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. This mistake takes a multi-pronged approach, depending on which feedback facet you’re facing.

Customer Service 90

Customer Service Wait times Airlines Morale 90

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. While executive leadership in onboarding was correlated with lower knowledge retention, executives still have an important role to play in culture, morale, and belongingness. Retrieved November 1, 2022, from [link].

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

NobelBiz

AUGUST 28, 2023

Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Balto

JUNE 23, 2022

This suggests that involvement begets more involvement: Once agents are given the opportunity to provide feedback on their script, they want to keep doing so. See our 2022 Attrition Report for more information about how to prevent agent turnover. Retrieved June 28, 2022, from [link]. Retrieved June 28, 2022, from [link].

Scripts 52

Scripts Coaching Contact Center Surveys 52

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Similarly, a utilization rate that is too high may result in rushed chats, mistakes in documentation, negative customer feedback, and agent stress. The percentage of time that your agents are unavailable can indicate their work ethic and even a lack of team morale. Click here. Number of chats.

Average Handle Time 95

Average Handle Time Benchmark Wait times Metrics 95

SharpenCX

MARCH 10, 2021

Did you know 70% of companies will digitalize their business processes and speed up digital transformation by 2022? Showing your agents you care about their feedback not only improves agent morale but also pinpoints your company’s technology needs. Sooner or later, you’ll probably wind up in the same boat.

Call Center 67

Call Center call center software Morale call center solutions 67

CSM Magazine

MAY 19, 2022

The number of queries we’re receiving relating to tariffs is the highest it’s ever been – 2022 figures are currently between five- and six-times higher than the previous year. Inviting feedback and using criticism to improve drives us forward. Be available . Customers see this and appreciate it too.

Wait times 52

Wait times Morale Customer centricity Engineering 52

ChurnZero

JANUARY 4, 2024

“As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Balto

NOVEMBER 8, 2022

It can also mean that the work environment is affecting team morale. Additionally, by creating a two-way street for feedback with your agents, you may uncover new talk track ideas and strategies you might not have thought of. 2022 Metric Benchmarks. Another major cause of high turnover rates is employee stress and burnout.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

OctopusTech

AUGUST 31, 2022

Boosts the morale and performance of agents. Gather feedback from your support staff. You should always take feedback and discuss issues from your frontline support agents on your current IVR phone systems to identify all the loopholes. 90% of buyers need an immediate response when they look for customer support from a company.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Hodusoft

OCTOBER 19, 2023

million in 2022 to US$34, 570.73 When employees are well-skilled in their work, they can easily handle a wide range of issues, leading to improved morale and productivity. It involves continuous monitoring, feedback, and amendments to sustain efficiency and cost savings over time. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

SmartKarrot

MARCH 24, 2022

Set up a system of regular feedback and update meetings. Be open about playbooks, encourage reviews and feedback; be available to the team for sharing best practices across internal groups. Customer education, handling escalations, and getting customer feedback regularly require the creation of best-practice playbooks.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. Be sure to map out your Chatbot’s journey, and make use of customer feedback.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Russel Lolacher

OCTOBER 24, 2022

And here we are 2022, employee engagement is a big issue, here’s how we fix it. And the interesting thing about that, in my experience, if you go to employees and ask for their input asked for their feedback, if they believe that you’re doing it for the right reasons, you’re there to help. Oh, great.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52