CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Research Alert: Life is Getting Harder for Agents Our latest contact center agent survey, “State of Agent Experience 2022”, sponsored by eGain and conducted in mid-2022, revealed that the agent experience (AX) is going to get even harder.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98