Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Spearline

JANUARY 11, 2021

Identifying and resolving issues quickly will greatly benefit your business from every angle, by ensuring excellent customer experience, positive staff morale, and brand protection. Ensure on-hold times are kept to a minimum for customers. The last thing a frustrated customer wants is to be told to wait for a long period.

Contact Center 88

Contact Center Morale Wait times Call Center 88

Spearline

JANUARY 11, 2021

Ensure excellent customer experience, positive staff morale, and brand protection. Ensure on-hold times are kept to a minimum for customers. Shorter waiting times keep customers happy and, ultimately, make them much more comfortable and satisfied with the services you are providing. Team fitness and wellbeing classes.

Contact Center 52

Contact Center Morale Wait times Call Center 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

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. But, waiting on hold after you’ve already started talking to an agent can be a major friction point for your customers. . Then, consider how you want to deliver this survey.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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

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