Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. So, introverts are not necessarily afraid of people or have a fear of performing in front of an audience.

Personalization 367

Personalization Consulting Consulting Management 367

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Jeremy Harrison. Morgan Taylor. Elmer Taboada.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Offer rewards for great performance.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Playvox

MARCH 12, 2024

No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. .

Call Center 142

Call Center Abandon rate Education Contact Center 142

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement 268

Employee engagement Education Analytics Technology 268

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Read on to learn about effective leadership activities you can use in your organization.

Call Center 182

Call Center Management Scripts Coaching 182

Comm100

APRIL 10, 2024

In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. Stories are memorable. Good vs evil.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Fonolo

AUGUST 24, 2021

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Here are four great call center development ideas to work on. . #1 Still, your call center software can do a lot more for sales than you think. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ProProfs Blog

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers.

Wait times 143

Wait times Metrics Self service Feedback 143

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t). That will give you a clear goal to work toward and guide your organization’s decision-making processes.

Analytics 83

Analytics Feedback Metrics Surveys 83

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Enterprise 96

Enterprise Real estate Chatbots Construction 96

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This will cause poor performance and productivity.

Customer Service 97

Customer Service Management Coaching Healthcare 97

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J., ENJOYING THIS ARTICLE?

Contact Center 84

Contact Center Transportation Management Feedback 84

Playvox

APRIL 4, 2023

Building a supportive work climate is the first step. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. It also could be a sign that the agents are overworked.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Steve DiGioia

JANUARY 6, 2020

You can’t get rid of an employee like this quick enough. Empathy. ? You can feel the pain of another and are able to understand their point of view without it conflicting with yours. You have little need for coaxing to get it done and seldom need help from others. Can Go Off Script. ? Nobody needs to write your words.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Call Design

AUGUST 30, 2022

Intelligent automation can alleviate common challenges and bring greater quantifiable operational and financial benefits to contact centres by elevating pressures on service delivery and improving the bottom line. As a result, many contact centres have implemented intelligent automation solutions such as Intradiem to help.

Coaching 78

Coaching Best practices Metrics Management 78

JivoChat

FEBRUARY 5, 2023

Whether you are already a manager or aim to be one, several skills can help you succeed in this career path, and online management courses will help you with that. It also takes organizing skills to develop processes that enhance productivity and optimize the work. A manager has a leadership position. Workload: 2.5

Management 75

Management Technology Accountability Time management 75

Fonolo

SEPTEMBER 16, 2021

As the old saying goes: “you can hear a smile through the phone.” The term is used to describe how a voice literally sounds while speaking. People can pick up on each other’s emotions because of the tone they’re using. How does tone of voice improve call center metrics? It may be a bit cheesy, but it’s true.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

ProProfs Blog

JULY 20, 2021

“It is true that work gives life its true meaning and makes it worthwhile. But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?” What Is an Employee Satisfaction Survey?

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? A solid plan will help you turn this challenge into an opportunity.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

ProProfs Blog

NOVEMBER 15, 2021

Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. In this post, you’ll learn about what business survey questions are, how they are beneficial, and how you could leverage them to scale your business fast. Let’s see how: 1.

Surveys 144

Surveys Feedback Morale Customer effort 144

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. Actions can be taken to help keep your talent around for longer.

Surveys 88

Surveys Feedback Benchmark Management 88

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

The Northridge Group

AUGUST 19, 2020

It will be very different depending on your business model; if you are in financial services versus sales versus a contact center selling items online. This way you can leverage this information to understand how the underlying behaviors of your employees are impacting performance.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Customer Relationship Metrics

JULY 26, 2017

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You feel like no matter what you try, it’s not going to work. Continuing to do things the popular way in the contact center industry no longer works. It’s just the nature of the contact center industry.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Playvox

OCTOBER 18, 2022

But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. Fifty-six percent (56%) said they would consider leaving their current employer if they weren’t offered a remote work option. The State of Remote Work in Contact Centers. We promote a positive work-life balance.” “We

Contact Center 69

Contact Center Management Coaching contact center workforce 69

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done!

B2B 204

B2B Banking Personalization Employee engagement 204

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. How do you “read the customer” in texts and chats?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. While many respondents felt their companies were handling it well in a remote work environment , others found it lacking.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Call Design

MAY 24, 2022

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. – Require perpetual, self-paced learning and continuous feedback. Take a closer look at each of them and see what your company can do, today, to prepare for Generation Z.

Gamification 78

Gamification Enterprise Coaching Feedback 78