NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. Support agents represent the name and face of your business. Empowering your agents to provide top-notch service requires a balance of enforcing high standards and giving agents the freedom to act independently.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

NICE inContact

APRIL 9, 2019

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Contact Center Pipeline

MAY 29, 2015

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance.

Schedule adherence 100

Schedule adherence Contact Center Agent Empowerment Call Center 100

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

bold360 Blog

AUGUST 31, 2020

CSS tools, unlike human agents, are available 24/7 across multiple channels. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot. CSS for Today’s New Normal.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

teleopti

JULY 15, 2019

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. The post 7 Steps to CSR happiness appeared first on Teleopti Blog. Read the guide.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Aspect

NOVEMBER 22, 2017

The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Agents want to feel as if they have the autonomy and responsibility to not only handle complex questions but also make decisions.

Customer Service 59

Customer Service Contact Center Chatbots Surveys 59

teleopti

DECEMBER 2, 2019

Or is it all about first-contact resolution? Then consider how your WFM solution can optimize the scheduling for training opportunities. Never underestimate the power of training on WFM. Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. As CX takes center stage, everyone has an important part to play and therefore the emphasis should be on giving CSRs permission to delight customers in their own way. Learn more.

Self service 59

Self service Contact Center Gamification Service level 59

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data. WFM: turn challenges into opportunities.

Management 57

Management Customer advocacy Employee engagement Self service 57