aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Fonolo

AUGUST 17, 2021

Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? Metrics and data analysis. From customer data to employee network connections, remote offices make your call center vulnerable to cyber hacks and malware. . Maintaining Workplace Morale.

virtual call center 87

virtual call center Call Center Management call center software 87

Fonolo

JULY 14, 2020

Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. The Executive Guide to Improving 6 Call Center Metrics. Flexible scheduling has been proven to increase morale.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Hodusoft

OCTOBER 22, 2021

Particularly, the metric- cost per contact. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Engage agents. Call center metrics focus entirely on average handling time or average talk time.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Hello Customer

DECEMBER 16, 2020

Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. You might be tracking your team ’s performance with numerous metrics. However, i f you’re struggling to prove the value of your team, there’s at least one metric you want to step away from.

Customer Service 76

Customer Service Morale Feedback Metrics 76

Satrix Solutions

FEBRUARY 18, 2020

An eNPS calculated score gives you a great check-in on employee loyalty and contentment but the work doesn’t stop with the score. This metric lays the groundwork for insightful intradepartmental and organizational review of the feedback; and the ability to pinpoint what’s working and what isn’t.

Morale 78

Morale Employee engagement Surveys Feedback 78

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). According to Gallup Research, each employee should be recognized every seven days ( Gallup ).

Morale 60

Morale Gamification Coaching Employee engagement 60

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Employee engagement and empowerment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Monet Software

FEBRUARY 13, 2020

Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. But then operations feel out of control or metrics drop. One moment you’re obsessing about workforce engagement, an hour later about service levels. Harness Flexibility with Engagement. The oscillation can seem endless.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. Are your agents engaged? Are agents working on what they are scheduled to do?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

CSM Magazine

DECEMBER 13, 2023

This signifies the rate employees leave or are replaced within a specific period. This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. The trouble is that Gallup also found only 21% of employees felt they had received recent meaningful feedback.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

MAY 5, 2020

When you’re aware of your agents’ career goals, you seek out opportunities and set appropriate success metrics for them. Awareness and intentionality goes a long way to show your employees that their career goals matter to you. Strategize Internal Growth that Benefits Employees and Customers. McKinsey & Co.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Playvox

MARCH 12, 2023

Research from Playvox shows us that having well-defined metrics is essential, but sometimes that’s all that is used to measure whether or not a customer service center is being run efficiently. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . What is Employee Engagement Software? Employee Satisfaction Survey Template.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Hodusoft

OCTOBER 19, 2023

Performance Metrics: Implementing key performance indicators (KPIs) can also help in efficient workforce management. Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

Taylor Reach Group

MAY 11, 2023

Executives “sitting in” with agents can be an eye opener for both and build more cooperation and understanding of contact center needs and CX, EX, and morale. These are 15 ideas and suggestions that anyone can implement, and all will improve your center: Leverage your people; they are the ones who do the job everyday.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Noble Systems

JULY 30, 2019

Disengaged employees aren’t as productive, leading to issues with metrics like right party contacts, first time payments, and call scores. But with the right strategy, you can unlock new levels of transparency, employee engagement, and compliance in your organization. 3 Benefits of Debt Collection Gamification.

Gamification 53

Gamification Automotive Coaching Morale 53

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Taylor Reach Group

DECEMBER 11, 2019

An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Failure to do so, not only does not deliver the expected and desired results but also could have negative impacts on employee morale and motivation. Which agents can benefit? –

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. You can use metrics like eNPS and Walker’s loyalty matrix to learn how your agents feel about their jobs. Use these 7 metrics to understand agent performance and well-being. Jump to the article.

Coaching 67

Coaching Metrics Contact Center Morale 67

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Employee engagement 52

Employee engagement Morale Metrics Personalization 52

Calltools

AUGUST 7, 2019

5) Boost Employee Engagement With Achievement-Specific Rewards Positive feedback and rewards can encourage sales teams to keep doing their job well. By setting that specific metric, you give the employee a number to work towards. Software like CallTools includes features that let you track each person’s metrics.

Sales 40

Sales Morale Employee engagement Metrics 40

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Manage to the Metrics. For more information about these elements, download our whitepaper on employee engagement here. So let’s get started! The Rules Still Apply. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. They determined that just a negligible increase in engagement netted a specific store a big boost in sales.

Engineering 74

Engineering Morale Employee engagement Big data 74

CX Journey

APRIL 19, 2016

(After all, that's what executives want to know: if we focus on the employee experience, what does that mean for the business?) Dr. John Sullivan wrote a great article about 10 employer branding business impact metrics that you should track. as the Engagement-Profit Chain, which looks like this. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52