COPC

OCTOBER 28, 2022

The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. New Zealand Employee Engagement Report, 2022.

Employee engagement 52

Employee engagement Management Average Handle Time Contact Center 52

DMG Consulting

MARCH 13, 2023

of respondents who selected this item in the 2022 study. Improving employee engagement came in 5 th place, chosen by 37.7% Enterprise executives increasingly appreciate the contributions of their employees in delivering a great CX. This is a similar result to the 2022 edition of this study, which was 35.8%.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Vistio

MAY 4, 2022

Employee engagement is a critical pillar of our OneOffice mindset; Vistio is enabling customer-facing employees to put their best foot forward, effectively connecting employee experience and customer experience. Vistio also improved clients’ quality scores and customer satisfaction, and it decreased average handle time.

Average Handle Time 52

Average Handle Time Call flow Employee engagement Contact Center 52

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Industry Report: State of the Contact Center 2022. Call Center Management Duties. Analytical skills.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

MARCH 8, 2022

Industry Report: State of the Contact Center 2022. The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction. What’s in Store for Call Center Workforce Management in 2022?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

APRIL 4, 2023

In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. Too much work and not enough time with family and friends can have a significant impact on burnout. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MAY 25, 2022

Industry Report: State of the Contact Center 2022. Before you get to chopping, it’s imperative that you first understand where your money goes—get an idea of your average cost per contact , so you know where you stand. Only 30% of the American workforce feels engaged in and inspired by their work.

Call Center 67

Call Center Technology First call resolution outsourcing 67