Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Quality Contact Solutions

DECEMBER 31, 1969

Things still aren’t improving, and you now begin to see your attrition increase, your employees are losing focus, and sales are dropping. How do you know when you are over-training your outbound telemarketing appointment setters? How do you know when you are over-training your outbound telemarketing appointment setters?

Telemarketing 56

Telemarketing Call Center outsourcing Sales 56

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Virtual Live Labs

SEPTEMBER 30, 2020

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. This move to WFH is imperative to the health of your agents, and the only way to do it quickly and effectively—long-term—is through a cloud-based solution.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels. This kind of customer engagement is open-ended.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

SharpenCX

APRIL 14, 2021

For the first time ever last year, employee engagement rose at the same time well-being dropped. In a typical year, the more engaged your employees are, the happier they are and the more overall well-being trends up. In 2020, the risk of employee burnout rose by 33%. . Here’s how.

Contact Center 67

Contact Center Coaching Employee engagement Feedback 67

Customer Relationship Metrics

JULY 26, 2017

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. If you were to look at the Contact Center Challenges and Priorities Report authored by Lori Bocklund of Strategic Contact , you’d see that attrition and agent performance are the top challenges and priorities in contact centers.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

OCTOBER 10, 2017

Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. The million-dollar question is, how do game mechanics do all of that? attrition wiped out our profits last quarter.”.

Gamification 40

Gamification Employee engagement Call Center Metrics 40

CSM Magazine

AUGUST 18, 2021

Ross Daniels at Calabrio reveals the best practices that successful leaders share and how resource planners can lead the way. . We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. These are: 1.

Best practices 52

Best practices Morale Employee engagement Technology 52

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Employee Engagement Trends of 2019 featuring nGuvu. Link for WebinarStock US Sessions.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

delighted

APRIL 26, 2019

And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you can stay ahead of the curve. The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

delighted

APRIL 26, 2019

And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you can stay ahead of the curve. The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better.

Metrics 49

Metrics Customer Experience Surveys Employee engagement 49

Fenero

SEPTEMBER 15, 2018

Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. So how exactly do the best of call centers achieve high levels of agent engagement and retention?

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. There are call centers that truly understand the challenging work of agents, and recognize ways to engage and inspire agents to counter the undesirable impacts. that are customer-centric and employee focused.

Call Center 8

Call Center Morale Automotive Metrics 8