Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Email is still a huge player for customers of all age groups in 2021.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Spearline

JANUARY 11, 2021

Ensure excellent customer experience, positive staff morale, and brand protection. Proven to be more than effective in boosting morale and confidence in the workplace, it also helps your agents be more productive when dealing with their customers. Treat every caller empathically to make them feel comfortable. Staff acknowledgment.

Contact Center 52

Contact Center Morale Wait times Call Center 52

The Northridge Group

AUGUST 14, 2023

The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Fonolo

NOVEMBER 11, 2021

Experts predict the continuation of some 2021 contact center trends and the emergence of new contact center trends for 2022. 5 Important Strategies for Agent Engagement in 2021. Agent attrition in 2020 was worsening; that contact center trend continued into 2021 and will continue in 2022. Lower contact center morale.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

CSM Magazine

OCTOBER 27, 2022

According to the Call Centre Helper Research Paper (2021), “What Contact Centres are doing right now”, Self-Service is described as the Golden Goose of Customer Experience. Make the most of agent time, improving staff morale. The resulting faster transactions help to improve cashflow. Increased productivity.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. About Intercom .

Customer Support 52

Customer Support B2C Chatbots B2B 52

Fonolo

JULY 13, 2021

Contact centers with flexible scheduling show higher levels of morale and engagement overall. Strong inter-team relationships help agents form bonds and build trust, which will make a huge impact on culture and morale. 5 Important Strategies for Agent Engagement in 2021. Build strong inter-team relationships.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. The publicly-traded companies that were designated the World’s Most Ethical Companies in Ethisphere’s 2021 Ethics Index outperformed a comparable index of large cap companies by 7.1 percentage points over the past five calendar years.

Sales 52

Sales Morale Coaching Surveys 52

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. The moral of the story is to check in before you make an assumption about productivity and competency. Focus on Employee Engagement.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). Demographics. female and 47.3%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Our survey included agents from five different-sized contact centers: Less than 5 agents 5 to 20 agents 21 to 300 agents 301 to 1,000 agents 1,000+ agents. 2021, February 17).

Scripts 52

Scripts Contact Center Morale Best practices 52

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Failing in this aspect can jeopardize a company’s reputation. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Education Services Group

OCTOBER 6, 2021

No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, productivity surges, and morale boosts that can be had from the right work from home setup. In a 2021 State of Remote Work report, 97.6% In a 2021 State of Remote Work report, 97.6%

Morale 52

Morale Surveys CRM Management 52

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 This leads to improved employee morale and greater productivity – two benchmarks I bet most companies want to achieve in 2022 and every year! Customer Chit-Chat. There were around 6.4

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 67

Self service Morale Surveys Customer Service 67

Balto

MAY 31, 2022

The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above. Our survey included 245 in-person agents, 123 remote agents, and 199 hybrid agents. Our survey suggests the opposite: Remote agents reported the lowest average belief that their scripts are effective.

Scripts 52

Scripts Personalization Contact Center Morale 52

Quiq

MAY 26, 2022

In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The same Zendesk survey reported that 72% of customers expect agents to have access to all relevant customer information. The moral of the story? Yet it’s still far from customers’ reality.

Self service 52

Self service Morale Surveys Customer Service 52

Nicereply

JANUARY 5, 2021

Without further ado, here are the 12 things to do in 2021 to improve customer support. Using a post-interaction customer satisfaction survey can help you spot where customers have unresolved issues. Build a workflow to help your team members jump on these survey responses quickly! Develop a positive attitude.

Customer Support 59

Customer Support Construction Feedback Surveys 59

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys. As a group, those in the manager or leadership level ranked 1-on-1 training as the most effective tool (4.6)

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Enghouse Interactive

MAY 21, 2021

91% of contact centre staff are likely to leave their role in 2021, according to research carried out for Enghouse Interactive. This means that many contact centres could be looking for hundreds of staff during 2021. 98% of companies surveyed by Enghouse said they’d invested in new technology and equipment.

Technology 47

Technology Surveys Feedback Management 47

Callminer

AUGUST 6, 2019

Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers. Something that happens a lot in businesses today is silos of surveys, information that isn’t shared or assimilated. Analytics are the Competitive Advantage.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

C Space

APRIL 18, 2019

billion industry by 2021. It’s well known that consumers (especially Millennials) care deeply that the companies they buy from share their values, ethics, and morals. A 2018 consumer survey by C Space found that shoppers were more likely to recommend and purchase repeatedly from brands that made them feel respected and understood.

Entertainment 40

Entertainment Morale Advertising Marketing 40

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

SharpenCX

JUNE 12, 2023

Prioritize Agent Satisfaction Send anonymous surveys. Gauge agent perspectives on a regular basis with surveys they can take anonymously. Then, conduct a more comprehensive annual survey once or twice per year. Conduct routine meetings. Think again. It doesn’t have to.

Coaching 67

Coaching Morale Contact center software Call Center 67

C Space

OCTOBER 2, 2020

Nearly half of Americans surveyed said they support brands making donations to political organisations. The university is responding comprehensively to a pressing environmental and moral need for action with an historic announcement that demonstrates our determination to seek solutions to the climate crisis,” Toope said.

Sales 40

Sales Telecommunications Morale Technology 40

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. 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.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

SharpenCX

JUNE 23, 2021

The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). With high turnover comes lots of problems.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Uniphore

JULY 23, 2021

Jacada's Call Center Life: 2021 Edition. Employee Disengagement Drags Down Customer Experience Disengagement doesn’t simply lower morale; it affects performance as well. Clearly, when the majority of the workforce is burned out, the problem runs deeper than adjusting individual behavior. Check it out!

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. 5 Important Strategies for Agent Engagement in 2021. How to Make a Call Center Agent Engagement Survey. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

Integrity Solutions

MAY 24, 2023

Yet, despite the fact that 84 percent of them rated achievement drive as key, only 26 percent of our survey respondents said they effectively focus on achievement drive in their sales training programs. In 2021, 40% of employees cited burnout as the top reason for leaving. All of this can be pretty draining and demoralizing.

Sales 52

Sales Coaching Accountability Personalization 52

NobelBiz

AUGUST 28, 2023

Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Russel Lolacher

OCTOBER 24, 2022

How we’re approaching employee surveys and reviews wrong. And we do a survey maybe once every 12 months, every 18 months. And doesn’t that make things a lot easier than worrying about this survey that we’re gonna launch every 12 or 18 months? Personalization’s relationship to culture fit. Russel Lolacher.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Quality Contact Solutions

AUGUST 9, 2021

workers will be working from home at least one day per week through 2021.??. Recent workforce surveys reveal that the majority of those remotely working would prefer to continue doing so. Focusing on and talking about the positive rather than the negative will help to promote a positive atmosphere and improve overall morale.??.

Personalization 52

Personalization Morale Management Surveys 52

SharpenCX

JUNE 9, 2021

According to Upwork’s 2020 Future Workforce Pulse Report , approximately 1 in 4 Americans will continue to work remotely through 2021. A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity.

Management 67

Management Contact Center Employee engagement Engineering 67