TechSee
AUGUST 14, 2023
Keith took over the leadership of the CX Foundation in April 2021, curating and providing a range of content, resources, and thought leadership. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers. of podcasts worldwide.
Playvox
APRIL 11, 2023
But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.
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Monet Software
MARCH 26, 2020
So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. Not all parts of your contact center solutions need to be outsourced.
Playvox
MAY 11, 2023
To truly create an environment of trust, a contact center leader needs to know how to delegate responsibilities, be able to track agents’ progress with key performance indicators, and be available to guide agents when needed. To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose.
Playvox
FEBRUARY 13, 2023
A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.
Enghouse Interactive
JANUARY 13, 2021
of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. will have extended Teams to their contact center for voice and 31.1% Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. Microsoft Teams: 34.8%
Enghouse Interactive
APRIL 1, 2021
Some contact centres are built on a culture where agents and employees are trusted to do the right thing, whereas others are focused more on measurement and metrics. This is supplemented by more straightforward communications – quick check-in phone calls with staff, not to talk about work, but how they are feeling.
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