CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. out of 5.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Netomi

JANUARY 5, 2022

Bill’s personal achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott International Leadership Excellence and Sales Excellence Awards, Petoskey Chamber of Commerce Mission Award, and the American Hotel & Motel Association Pearson Award for Excellence in Lodging Journalism. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98