Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Taylor Reach Group

APRIL 27, 2020

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). By Colin Taylor.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

SharpenCX

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. It only takes one bad experience for 80% of consumers to say they’d rather do business with a competitor.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

NICE inContact

APRIL 9, 2019

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. For this reason, most contact centers record their agents’ calls.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. It means there aren’t enough agents to help customers.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

MAY 6, 2021

After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Turns out, what you measure in your contact center has the power to change your customer outcomes. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . Get The Buyers Guide. That’s right.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. You can have dozens of “actionable” KPIs, but if you don’t have two eyes on your agent experience, you’ll never improve customer service.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

NOVEMBER 3, 2020

You’re actively involved with your agents rather than operating hands-off. The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. The Democratic Leader. Adapt as you go.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. You can have dozens of “actionable” KPIs, but if you don’t have two eyes on your agent experience, you’ll never improve customer service.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

DECEMBER 30, 2019

Given that a whopping 96% of customers are disloyal after a high-effort experience, we know that low-effort customer experiences are happier ones. Develop better manager-agent relationships. What does my relationship with my direct reports have to do with my customers’ happiness? I know what you’re thinking.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

OCTOBER 29, 2019

Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Your KPIs have become the pernicious beast of your contact center.

Metrics 64

Metrics Call Center Customer Service Coaching 64

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. Where are your customers having a hard time?

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Some advocate for customer centricity yet issue bonuses without paying mind to customer-oriented outcomes.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

DMG Consulting

SEPTEMBER 16, 2017

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . For example, the team at Fexco , Ireland’s most successful financial services and business solutions provider.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16