Enghouse Interactive

JUNE 25, 2021

With this in mind, not only is looking after agents’ mental and physical health a moral imperative, but it is also good for business. And above all they are more likely to deliver better service, satisfying customers who become more loyal and potentially spend more. Deliver better customer service. Knowledge management.

Technology 40

Technology Morale Self service Analytics 40

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. They can also affect employee morale and efficiency.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Quiq

MAY 26, 2022

Now, they’re more willing to reach out to customer service, even for simple transitions. According to a 2021 survey from Airkit , 40% of consumers have used three or more conversation channels to engage with customer service. The moral of the story? Don’t prioritize new channels over customer service.

Self service 52

Self service Morale Surveys Customer Service 52

CSM Magazine

MAY 19, 2022

As a result of these measures, our average call response times year-to-date have remained consistently at 1-minute 22-seconds, compared with 1-minute 21-seconds in 2021. Enable self-service . What is even more important, however, is the fact that the morale of our customer service team remains high.

Wait times 52

Wait times Morale Customer centricity Engineering 52

Enghouse Interactive

JUNE 4, 2021

In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021. Self-service workforce management solutions will help remove complexity from planning as agents can book holiday or swap shifts easily without adding to administration. This will bring new opportunities and challenges.

Analytics 63

Analytics Self service Technology Metrics 63

Callminer

AUGUST 6, 2019

Companies that still aren’t investing heavily in analytics by 2020 probably won’t be in business in 2021. How does AI help customer service agents? First, AI bots take the burden off agents with intelligent, satisfying self-service by resolving routine customer requests. Analytics are the Competitive Advantage.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

AUGUST 28, 2023

High turnover not only affects the contact center performance but also dampens team morale. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Agent Attrition Woes Agent attrition – the phantom haunting every contact center. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

CSM Magazine

APRIL 25, 2022

million Americans left their job in November 2021, breaking the previous record, which was made only two months earlier in September 2021. Too many constrictions are bad for employee morale. For example, around 76% of consumers today prefer some kind of self-service option.

Scripts 52

Scripts Morale Banking Contact Center 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Building a better VEA. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Not convinced? So why is high employee turnover so common among contact centers? Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Enghouse Interactive

JANUARY 8, 2021

As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? Self-service.

Self service 47

Self service Average Handle Time Interactive Voice Response Morale 47

NobelBiz

FEBRUARY 21, 2023

It has been growing at a CAGR of 20% since 2021! Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service. That will directly affect your customers’ satisfaction levels and your company’s morale and efficiency.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

It has been growing at a CAGR of 20% since 2021! Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service. That will directly affect your customers’ satisfaction levels and your company’s morale and efficiency.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52