SharpenCX

NOVEMBER 23, 2021

Discover how you can continue to deliver the best customer experience and how you can better lead your call center. U nlock the potential of your call center and invest in your customer experience. Learn how to understand and invest in your agents, so you can use data for a more efficient contact center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

AUGUST 19, 2021

Shopify treats employees well, and it shows. Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. It’s clear Shopify employees love their work.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. It’s that time again. 1 Distinguish lagging motivation from true burnout.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

Aspect

APRIL 2, 2020

The promise of work at home, or work anywhere, sometimes called “ smart working ,” is that employee s can work where they please, when needed, when the company and its customers require. O ver the past several weeks, o ur situation is different from the classic smart working use cases for contact centers.

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Check it out!

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 52

Contact Center Morale Coaching Technology 52

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Doing so, will transform your contact center from a cost-center into a revenue generator.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Contact Center Pipeline

FEBRUARY 27, 2015

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—from insights about the internal initiatives that can slow down your service, to tips to help you maximize your training investments, advice for boosting employee morale by reconfiguring coffee breaks, a […]. (..)

Morale 100

Morale Contact Center Analytics Call Center 100

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Beyond Philosophy

OCTOBER 28, 2021

For example, when it comes to experiences in contact centers, it’s about convenience. Carbone agrees, adding that every company has a moral obligation to create value. Customer Experience, as I often refer to it, has different goals and different measurements of success. It is also an ongoing improvement project.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Taylor Reach Group

JANUARY 7, 2022

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Your employees have stuck with you through the tough times these last couple of years. The competition for employees is fierce. Appreciate. So, tell them.

Contact Center 76

Contact Center Morale Consulting Consulting 76

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. Expressing agent gratitude boosts employee happiness and productivity levels, which in turn positively affects customer experiences, retention rates and the bottom line. Calling out team wins to keep morale levels high.

Morale 40

Morale Call Center Best practices Feedback 40

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Enghouse Interactive

APRIL 13, 2021

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. So, how is this relevant to an organization that has an on-premise contact center?

Contact Center 91

Contact Center Morale Technology Self service 91

Outsource Consultants

JULY 17, 2018

A solutions-based company would encourage their employees to be creative and offer solutions instead, like giving drink recommendations in lieu of the coffee maker being broken. Employees should be able to think in terms of solutions when issues arise with products or services, not damage control. We can help!

Morale 52

Morale Scripts Contact Center outsourcing 52

Liveops

FEBRUARY 27, 2020

If you’ve been plucking petals to discern whether your call center team members are really committed to your business, you’re not alone. Call centers all across the country are feeling the strain of turnover and unengaged agents. . Attrition is pervasive among call centers. Absenteeism. Overworked Agents. Disconnected Workers.

Call Center 62

Call Center Morale Virtual Agent Time management 62

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center?

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Monet Software

MARCH 12, 2020

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle. 3 Training.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. The survey revealed some interesting characteristics of call centers in general but more importantly, it gave us a glimpse into some of the traits that define a “ Golden Agent. ” Sound familiar?

call center workforce 62

call center workforce Morale Surveys Call Center 62

Monet Software

FEBRUARY 13, 2020

Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

PeopleMetrics

MARCH 16, 2020

Alerts allow companies to recover lost customers, recognize star employees and generate new leads. This blog post is about the alerts that are triggered based on a customer response to a survey. When a contact center representative fails to resolve a customer issue in the expected time frame. When food is served cold.

Morale 78

Morale Upselling Surveys Coaching 78

bold360 Blog

NOVEMBER 19, 2019

If there’s anyone who has a good handle on what makes customers happy, it’s the frontline employees (e.g., call center reps, chat agents, retail associates, etc.) Here are the key takeaways: Higher customer expectations are making frontline employees’ jobs more complex. Frontline employee frustrations are eroding morale.

Morale 40

Morale Surveys Enterprise Call Center 40

Jive

OCTOBER 8, 2019

The contact center industry is also beginning to recognize the potential of outsourcing by shifting to virtual contact centers. Traditionally, contact centers operate within physical spaces and make use of on-premise hardware and equipment. You have access to traditional contact center features…and more.

Contact Center 52

Contact Center voip Real estate Morale 52

USAN

MAY 3, 2022

When contact center agents are engaged, they can better help and satisfy customers. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The problem, though, is that many contact centers don’t consider technologies from the agent perspective.

Contact Center 52

Contact Center Airlines Morale CRM 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. This means that call center agents need to make multiple calls before they can even start the sales process.

Call Center 52

Call Center Scripts CRM Contact Center 52