DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. However, in the past few years, they have begun a remarkable transformation into mission-critical components for delivering a great customer and employee experience, making them even more compelling.

Management 48

Management Real estate Agent Empowerment Enterprise 48

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. Its origin isn’t your agent’s attitude about their own performance.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Contact Center Pipeline

OCTOBER 17, 2017

Employee engagement is more than just a buzzword. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients. Successful customer service organizations create a culture that encourages it.

Employee engagement 127

Employee engagement Agent Empowerment Customer Service Multichannel 127

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Contact Center Pipeline

MAY 5, 2016

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to be successful. Practice Chair, Employee Engagement, it boils down to four areas: The content and information that you want employees to share. […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Contact Center Pipeline

APRIL 27, 2016

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement.

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Contact Center Pipeline

APRIL 1, 2015

Leading-edge service providers understand the need to keep getting better—and they know firsthand the power that a continuous improvement culture has on customer satisfaction, quality, employee engagement and business performance. Empowering agents […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Contact Center Pipeline

FEBRUARY 26, 2015

I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys. Lack of empowerment Lack of information Lack of the basic knowledge needed […].

Management 100

Management Employee engagement Surveys Agent Empowerment 100

SharpenCX

JULY 14, 2020

Contact center agents are prone to burnout. Read up on 8 reasons that agents experience burnout and how you can avoid it. . How could this persistent verbal abuse affect your contact center? As a manager, you can provide training to support and coach agents through those abusive online experiences.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

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. . 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Today’s limited Virtual Employee Assistants. Current approaches to agent empowerment.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. 3 ways to maximize the power of self-scheduling technology for frontline employees. Embrace the new rules of employee engagement.

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.

Management 57

Management Customer advocacy Employee engagement Self service 57

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