CX Accelerator

DECEMBER 31, 2018

At a leader level, do they feel like there are unclear/changing priorities? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JANUARY 25, 2024

Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Contact centers that do so reap the following benefits: 1.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – Creating A Dynamic Culture Through Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2. Engage your agents by recognizing outstanding performance and providing frequent, effective communication.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

MAY 26, 2020

Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Scheduled training sessions and 1:1s boost your employee engagement and motivate your employees to work harder. Consistency gives your agents confidence that you’re investing in them.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Which Topics Are Most Important for Your Customer Service Department in 2017? FCR is the Most Important Metric.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

MAY 20, 2020

Pad agent schedules with extra time, and keep in close communication with your workforce, so you can keep your service level standards high and be the manager your team needs – no matter the circumstances. . Jump to our post featuring 6 WFM strategies to keep teams engaged. That’s where you come in. Show empathy.

Management 84

Management Coaching Contact Center Contact center software 84

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. The lesser the waiting time, the more customers prefer to engage with.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

SharpenCX

MARCH 30, 2021

Read Next] 6 reporting metrics that will level up your customer service. Employee engagement: How engaged are my agents? Does our call center technology offer tools to help predict service levels and keep up with customer expectations? What questions do my agents struggle to answer?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Fonolo

JANUARY 29, 2019

respondents as the most frustrating aspect of the customer service experience. 44% of people surveyed in the U.S. still prefer phone or voice as their primary customer service channel. Gamification is the future of employee engagement and attrition for the call center. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Fonolo

DECEMBER 5, 2019

As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking? Here are the top 4 metrics your call center should be tracking in 2020. Metric #1: Customer Satisfation. Metric #2: Agent Satisfaction. Metric #3: First Call Resolution Rate.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. The survey revealed that agents at high risk for burnout were 63% less likely to have metric displays in their office.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Integrity Solutions

SEPTEMBER 2, 2021

Brand reputation can take years to recover, customer lifetime value can quickly drop, and a vicious cycle where a company tries to save money by cutting back on customer service training can makes service levels plummet even further. You could even start losing some of your best and brightest employees.

Customer centricity 74

Customer centricity Coaching Sales Employee engagement 74

ProProfs Blog

DECEMBER 14, 2018

It’s important for your employees to be on the same page. Access to all the customer information ensures excellent customer service. Smart reports & surveys make for the most wonderful part. Gives the company – insights into performance and quality assurance metrics. Tweet this. Tweet this. Tweet this.

Customer Support 142

Customer Support Surveys Metrics call center software 142

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Comm100

MARCH 27, 2023

Higher education chatbots are expanding the services available to prospective and current students alike, even while cutting costs. In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. This in turn helps schools improve employee engagement and even reduce agent turnover.

Education 69

Education Chatbots Wait times Surveys 69