ShepHyken

JANUARY 24, 2020

Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence.

Customer Service 321

Customer Service Employee engagement Morale Technology 321

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. Their frontline experience in operations provides them with insights into how different departments can work together more efficiently.

Management 78

Management Analytics Employee engagement Customer Experience 78

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. We try different serums and potions, yet somehow wake up with new wrinkles. Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. I remember thinking, “Ok.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

Playvox

APRIL 21, 2023

As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. See here for more information on how to do this. Early attrition poses a significant and costly challenge for contact centers. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Flexibility.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

ShepHyken

AUGUST 6, 2021

She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. This job can sometimes prove to be difficult, especially when you are trying to manage your multiple business functions at once. Such as hardware, software, desks, and management which staff would require. .

outsourcing 211

outsourcing Call Center Sales Customer Care 211

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Yet managers continue to fall short. One strategy is incorporating gamification in the workplace. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

JUNE 28, 2022

The key to a smooth omnichannel journey is to adopt the right strategy and the latest technologies — those designed with digital business in mind both for your customers and for your employees. We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Playvox

NOVEMBER 30, 2022

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. In the live webinar, Radically Operationalized Capacity Planning , I dive into five strategies for improving how you can better do capacity planning. What is Capacity Planning?

Contact Center 82

Contact Center Metrics Management Customer Support 82

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Outsource Consultants

DECEMBER 21, 2023

Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next. We’ve written extensively about how BPO partners are changing the industry. They’re not just support; they’re pivotal in ramping up efficiency and easing the load for call center leaders.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. 77% of marketing leaders agree that they use automation to improve customer experience.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Fonolo

FEBRUARY 17, 2022

So, because agents are the lifeblood of the call center, it is vital that their managers do everything possible to promote their professional success and wellness, and nurture a positive work environment. Your All-in-One Guide to Call Center Workforce Optimization. Your All-in-One Guide to Call Center Workforce Optimization.

call center workforce 87

call center workforce Call Center Management Contact Center 87

SharpenCX

JULY 1, 2020

It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. For many companies, it’s likely we’ll never go back to the same in-office setting we’re used to. For many companies, it’s likely we’ll never go back to the same in-office setting we’re used to.

Contact Center 137

Contact Center Management call center workforce Morale 137

aircall

JULY 28, 2021

It announced that it would be adopting a hybrid workforce model in response to employee demands. He further explained that this push toward a hybrid workforce means 60% of Google’s employees will work in-office a few days a week, 20% will work in new office locations, and the rest will work from home. What Is a Hybrid Workforce?

Real estate 104

Real estate call center software Call Center Wait times 104

JustCall

APRIL 9, 2024

These unpredictable ups and downs can be brutal for everyone involved. There are some tried-and-tested strategies to help your call center weather these volume storms and keep things running smoothly. Unexpected surges and drops are challenging and require proper management tools. Call center life can be a rollercoaster ride.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Global Response

MAY 15, 2023

Outsourcing provides a flexible, scalable and affordable solution for companies to augment existing staff or scale up staffing as necessary, bypass the ups and downs of the US labor market, and create a steady, sustainable solution to reduce employee burnout and improve business performance. It’s the age-old story of supply and demand.

outsourcing 62

outsourcing Call Center Management Service level 62

Fonolo

SEPTEMBER 30, 2021

Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. The ROI of Call-Backs for Your Call Center. What is call center reporting?

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

SharpenCX

MAY 20, 2020

I read an article last night talking about how big tech is handling work during the pandemic, and one line stood out: companies aren’t in any rush to get back to the office. And, you’ve culled through tips on how to engage remote teams and keep productivity pulsing through your dispersed workforces. The kicker?

Management 84

Management Coaching Contact Center Contact center software 84

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. This digital twin, built on AI, could analyze the problem-solving patterns, talking points, and questioning strategies of your best agents.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

The Northridge Group

AUGUST 10, 2021

Whether you need to tighten internal operations, re-evaluate your workforce management or increase customer resolution efficiency, analytics will give you a crucial line of sight into where to spend your money and invest your time. Let’s say you’ve already taken the necessary measures to move your contact center from good to great.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

SharpenCX

JUNE 16, 2020

And companies are getting creative in how they strategically support virtual work. Many companies are building remote work strategies around the needs of their workforce. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. If you’re in the midst of the call center craziness and your hair is graying as a result, this picturesque level of workforce management likely feels like a dream. Obviously, that would be ideal.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

SharpenCX

JUNE 3, 2020

Then, when I realized I couldn’t fit in another snooze cycle, I set an alarm. And my sleepy brain craved more Z’s – no matter how fleeting. Download Now: Learn 9 ways better workforce optimization and an improved agent experience benefits your business. So, I sought out classes and time slots that better fit how I work.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Global Response

MARCH 27, 2024

By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Fonolo

AUGUST 5, 2021

The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees. How to Foster Agent Engagement in a Hybrid Contact Center.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training. First up, what will you cover?

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. Download Now: How to put your contact center data to work for a better customer experience. With the right workforce management strategies in place, you can hit all of your priorities. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

Global Response

MAY 22, 2023

What is a blended call center, and how do you find the right mix for your needs and goals? We’ll walk you through what you need to know to make the right decision. We’ll walk you through what you need to know to make the right decision. Inbound Call Centers Inbound call centers handle inbound customer calls and customer support.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Set up automated alerts for critical issues or trends based on real-time data. Keep your data systems up to date for accuracy and relevance. Failing in this aspect can jeopardize a company’s reputation.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What do they have in common? What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

JustCall

JANUARY 19, 2023

Customers have higher expectations than ever before, and call centers are finding it more and more difficult to live up to those expectations. Thus, it is essential to practice reliable strategies for the proper operations of the call center. How does Call Center Optimization help the Customer Experience?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52