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

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. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

SharpenCX

AUGUST 19, 2020

Buffer’s Cofounders, Joel Gascoigne and Leo Widrich, created the company back in 2011 with a clear mission and vision in mind – to help their customers use social media for greater connection and to offer top-tier support to everyone who touches the brand. Buffer offers up a ton of self-help resources to customers who need support.

Customer Experience 67

Customer Experience Morale Customer centricity Customer Support 67

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. CS teams often revolve around tight-knit units, and it’s the heads of these units that have to be relied on to raise morale ahead of difficult shifts. Nabahat Shanza is a professional content writer for the blog of Dialer360.

Call Center 140

Call Center call center software outsourcing Coaching 140

Netomi

JANUARY 5, 2022

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

DECEMBER 31, 2017

By reducing time to resolve issues by 89% for more than 130,000 customers, this company was establishing “customer experience annuities”: redirecting precious resources (budget, time, morale, goodwill) from what otherwise was a never-ending hamster wheel of costs to higher-value investments. 1 Forrester VoC Award 2011, Adobe.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54