Playvox

FEBRUARY 13, 2024

Adapt them to your organization’s needs, and they’re likely to not only bring out the best in your current employees but also attract top talent in your recruitment process. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader.

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. As they develop, managers can introduce metrics related to quality and efficiency. 

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Fonolo

APRIL 5, 2022

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. Building up performance metrics; delivering KPI reports.

Call Center 99

Call Center Contact Center Gamification Construction 99

Monet Software

APRIL 24, 2020

Manage to the Metrics. If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Trusting relationships can be difficult to foster at a distance. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52