Creative Virtual

JANUARY 24, 2019

Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. Not able to attend the event in London but interested in learning how we can help you increase employee productivity, reduce internal support costs and improve engagement?

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

CCNG

JULY 12, 2020

The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic?

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

Contact Center 162

Contact Center Management Customer Service Personalization 162

COPC

MARCH 11, 2024

Overall Employee Engagement Are we creating a welcoming environment for new hires? Do employees feel that leaders’ communication about the ongoing business needs and strategies for success is effective and transparent? Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Call Design

DECEMBER 5, 2023

This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions. Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents.

Management 78

Management Analytics Employee engagement Customer Experience 78

Fonolo

JUNE 22, 2021

Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. First, if your agents feel their efforts aren’t accurately measured or noticed by leaders, it reduces engagement, negatively impacts job satisfaction, and weakens motivation to perform at the highest levels.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Outsource Consultants

NOVEMBER 17, 2021

From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. Faced with the biggest global crisis in a generation, many companies quickly began to reduce or eliminate anything that wasn’t deemed essential to their operations. Give Thanks: BPO Providers are Resilient.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Cost savings is another key benefit of remote teams. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. When it comes to reducing call center costs, start here. Divide your total operating cost by your number of contacts minus abandons, and you’ve got yourself your cost per contact.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Fonolo

AUGUST 17, 2021

If your agents have polite, customer interactions — that’s great! Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Call center performance doesn’t only rest on your agents’ shoulders. Schedule agents strategically. But it’s not enough. Lead by example.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Call Center Weekly

SEPTEMBER 13, 2018

The Workforce Management function has many customers – the external customers, agents, business managers, finance, marketing… Success is in finding the balance of forecasting and scheduling “Human Resources” to assist the external customers when they want assistance. Aside from that, speed is linked to cost and not to customer satisfaction.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. Improve agent autonomy. Engage agents. Here are some ways to get you started: 1.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

COPC

NOVEMBER 15, 2023

However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. Early attrition is a common and expensive problem for contact centers.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

DMG Consulting

FEBRUARY 8, 2024

DMG’s primary research findings reveal that global business and contact center leaders plan to invest in artificial intelligence (AI) and automation technologies; and they are focused on enhancing the CX, improving productivity, and reducing operating expenses. Are contact centers investing in AI? do not yet have plans to use AI.

Contact Center 48

Contact Center Technology Self service Surveys 48

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. An overwhelming majority of call center agents (74%) are at risk for burnout. What causes call center burnout?

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

DMG Consulting

MARCH 13, 2023

Reducing operating costs and improving productivity came in 3 rd and 4 th place, identified by 49.1% These two goals are typically near the top of contact center priorities, as companies need to keep their costs down. Improving employee engagement came in 5 th place, chosen by 37.7% of survey participants.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Outsource Consultants

MARCH 27, 2024

The second is a clear path to advancement for female agents which fosters a sense of inclusivity and belonging. Studies even show that companies with strong female leadership have higher employee engagement and retention. This diversity of thought strengthens decision-making and problem-solving within the call center.

Call Center 67

Call Center Government outsourcing call center workforce 67

TechSee

APRIL 26, 2021

A majority (52%) of these consumers prefer to get remote support from customer service agents. But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective.

Management 86

Management Schedule adherence Coaching Contact Center 86

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. When it comes to reducing call center costs, start here. Divide your total operating cost by your number of contacts minus abandons, and you’ve got yourself your cost per contact.

Call Center 67

Call Center Technology First call resolution outsourcing 67

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Is Agent Attrition? The Cost Of Agent Attrition.

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Overstaffing means excessive costs, loss of efficiency, and low productivity.

Self service 85

Self service Management Coaching Contact Center 85

TechSee

NOVEMBER 3, 2020

Growing focus on reducing customer effort. Growing need to reduce costs. Growing focus on reducing customer effort. Many innovative field service organizations are shifting to an operating model that focuses on performance-based SLAs, where the priority is keeping customer equipment running at all costs.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? For instance, in a remote workplace, employees experience better work-life balance and managers note an increase in agent engagement , which is known to translate directly into customer satisfaction.

virtual call center 87

virtual call center Call Center Management call center software 87

Playvox

DECEMBER 16, 2021

Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Why Does Gamification Work?

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

SharpenCX

JULY 26, 2023

It reduces call center costs. It costs your team time and money when employees have to use manual workarounds or multiple disjointed systems to do their jobs, leading to disengagement. It also costs you every time a customer gets frustrated and jumps ship. You just have to put the intelligence to use.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.”

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time. We try different serums and potions, yet somehow wake up with new wrinkles. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Talkdesk

SEPTEMBER 21, 2020

The contact center industry witnessed a similar trend: US agents working full-time from home rose from 49% to 74%, according to Nemertes research. According to a recent survey by JLL , 71% of the global workforce worked from home at some point during the pandemic.

Contact Center 119

Contact Center Real estate Surveys Employee engagement 119

ShepHyken

NOVEMBER 30, 2018

They clearly view the CX function as an opportunity rather than an unavoidable cost. The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239