Outsource Consultants

NOVEMBER 29, 2021

If you’re grappling with what the future looks like for remote-first teams (whether transitioning your existing call center or onboarding a BPO partner for the first time), this article details the benefits, trends, and challenges you’ll face in 2022 and beyond. Call Center Trends for Remote Work in 2022. Agents Are Calling Their Shot.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Inbenta

SEPTEMBER 29, 2022

When providing callbacks, your agents will have more time to address the most crucial tickets and provide a more personalized service. Customers can talk to the bot like they would a person. Additionally, lower call volumes improve staff morale and reduce turnover. Dealing with persistent high call volumes in your call center?

Call Center 52

Call Center Chatbots Self service Morale 52

SharpenCX

NOVEMBER 23, 2021

You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

CCNG

FEBRUARY 1, 2023

alone”, says organizational psychologist and New York Times bestselling author, @AdamMGrant in an August 31, 2022 tweet. It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers. Time is our scarcest resource. Saving time is our most valued benefit.”

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Balto

JUNE 13, 2022

As we discussed in our report comparing how in-person and remote agents use scripts , remote agents are the most likely to view their scripts as ineffective. First, let’s dive into the differences in adherence rates between remote, in-person, and hybrid agents working in the largest contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

JUNE 23, 2022

of our respondents worked fully in-person, 21.7% See our 2022 Attrition Report for more information about how to prevent agent turnover. Regardless of age, gender, industry, education, tenure, job, and whether an employee is virtual or in-person, script adherence remains the same. Other demographic variables: 43.2% Methodology.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With an increased emphasis on agent empowerment, your teams can feel increased confidence and morale, and provide an improved customer experience. Read on for a sneak peek of what we’re excited for.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

CSM Magazine

DECEMBER 15, 2022

Among the bright spots of 2022, we saw organizations and their support centers continue to prioritize the customer experience by implementing new technologies and support channels and navigating challenges, including excelling in the new hybrid work. Increasing engagement with your agents is critical for retention.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Revation Systems

JANUARY 5, 2023

Organizations need to earn their customers’ trust, and it happens when they feel confident their personal information will be held securely throughout its journey. The moral of the story is that you won’t be seen as trustworthy if there’s any question about security. In today’s digital environment, security builds trust.

Best practices 62

Best practices Morale B2B SaaS 62

ChurnZero

JANUARY 4, 2024

“As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments. This all begins in 2024.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CSM Magazine

MAY 19, 2022

The number of queries we’re receiving relating to tariffs is the highest it’s ever been – 2022 figures are currently between five- and six-times higher than the previous year. Consequently, our seven-person customer team has much more time to devote to calls dealing with complex issues. Be available .

Wait times 52

Wait times Morale Customer centricity Engineering 52

Infinity

DECEMBER 16, 2021

Making the crucial move: From transactional to personal. Buyers’ expectations for quick, personalized experiences have grown by 26%. Since the pandemic, hordes of call agents had to work remotely, causing obstacles such as unsuitable equipment, broadband limitations and keeping staff morale high. So how can this be done?

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

OctopusTech

AUGUST 31, 2022

There are various customizable options that you can choose to personalize your interactions such as languages used, matching the information of the callers with their account numbers, and creating a successful customer lifecycle management. Personalized service to customers. Boosts the morale and performance of agents.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

BlueOcean

JUNE 17, 2021

It’s a challenge because although in many cases the contact center agent role may not require extensive experience or skill levels, it does require the right personality traits and attitudes to thoughtfully manage the customer experience—and this can be harder to measure in the hiring process. (The theme of 2021 in many major U.S.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

OctopusTech

AUGUST 10, 2022

Let’s have an in-depth look at the meaning of call center technology and the most important and exciting trends that are used in 2022. 15 Key call center technology trends for 2022. Let’s have a look at the top 15 call center technology trends that are used widely in 2022. What is call center technology?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

SmartKarrot

MARCH 24, 2022

Help your team personalize the journey for every customer – this will make the customer value you and make way for lifetime loyalty. You might also like: 10 Inspiring Customer Delight Examples (And Ideas) For 2022 – Are looking for inspirational customer delight examples and ideas to explore in your organization?

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

Quiq

JULY 28, 2022

CX fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception. And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. And customer service seems to be bearing the brunt of it. It’s also not great for your customers.

Customer Service 90

Customer Service Wait times Airlines Morale 90

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel. Unified customer data for personalized interactions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

CSM Magazine

APRIL 25, 2022

According to Pew Research from January 2022 , 60% of Americans currently working remotely say that when COVID-19 is over, they’d prefer to continue working from home all or most of the time. How many times have you called into a contact center and felt like the other person on the end of the line was reading from a script?

Scripts 52

Scripts Morale Banking Contact Center 52

Creative Virtual

APRIL 18, 2023

It seems, from the media coverage at least, that ChatGPT took the world by surprise when it burst onto the scene back in November 2022. They are centre stage in the ongoing debate of the ethics-morality-technology-societal quadrangle. Almost overnight, the world became obsessively captivated by AI. Russia, China etc.

Government 52

Government Morale Transportation Technology 52

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. People sitting around and not being productive is bad for morale and customer experience.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. They can be used to make communicating with brands more personalized – and more fun.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Russel Lolacher

OCTOBER 24, 2022

Personalization’s relationship to culture fit. Good to meet you in person and, and chat with you today. I didn’t get the training I needed I, the person who’s supposed to be training kind of left me on my own after about 15 minutes. Where does personalization come into this? PLAY AND SUBSCRIBE.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52