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The Role Of Employee Self-Service In Workforce Management

Playvox

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce.

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7 Highly Effective Call Center Improvement Strategies

Fonolo

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Provide Self-Service Options. Contact center technology and self-service options are great to have.

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What is an inbound call?

VirtualPBX

Read more: The Essential Guide To Call Center Agent Duties: Mastering Customer Service Excellence Engage, Reward, and Boost your Agents The likelihood of happy customers skyrockets when you have happy employees. Engaged agents feel part of the team and are invested in company success.

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How to Improve Call Center Agent Productivity

Fonolo

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. Here are a few: Call abandonment rate. Call abandonment occurs when a customer hangs up before an agent answers the phone. Average Handle Time (AHT).

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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Employee engagement is necessary for improved productivity. Then, act on your results. Improve training to address gaps.

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8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Dive into your data history.

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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. As an example, evaluate abandonment within your web self-service channels. Brian leads all customer experience, contact center, technology and employee engagement research initiatives.