CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

OCTOBER 17, 2023

Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

SharpenCX

OCTOBER 6, 2021

How can you make your contact center more efficient and also keep agents engaged? It can be easy to focus all your attention as a manager on customer data and your ROI. Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

SharpenCX

AUGUST 4, 2021

As a customer service manager, you know how critical it is to deliver the best customer experience. Project #1: Consistently Coach and Train your Agents. The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

CSM Magazine

NOVEMBER 14, 2023

The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. As a result, agent skillsets are changing too.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. As success leaders and call center managers, you need to be an example for your agents. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. On the other hand, some employees have no space at home to work and are struggling to be productive and happy. As a manager of a call center, you may be panicking a little. Workforce Engagement Management?

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Step 3: Use speech analytics to anticipate training needs. Speech analytics tools help you transcribe customer interactions and identify triggers in conversations, so you can improve your training. With speech analytics, your team can convert every day conversations into helpful transcripts.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. Strategies for Next-Gen Talent Management.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability. . Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Avanade ) . Why it matters: Let’s set this straight.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

JUNE 16, 2022

On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Be accessible at all times and show staff you care and value their contribution by checking in regularly and giving them the autonomy to do their job without micro-management.

Coaching 52

Coaching Self service Analytics Employee engagement 52

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. It’s time for this to translate into lasting improved treatment for contact center employees.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Gamification 45

Gamification Management Analytics Metrics 45

Customer Relationship Metrics

NOVEMBER 4, 2016

What we learned years ago is still true today (with a little twist): ‘People’ is now Employee Engagement. The 1990s stressors for call center management have evolved into a set of modern day issues that are more complex and financially critical to the organization. Employee Engagement Heads UP (or Heads DOWN).

Employee engagement 55

Employee engagement Coaching Analytics Contact Center 55

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. As a manager, you know the training game in your call center. Training is vital for productive growth , employee engagement, and a successful customer experience. Coaching for Creativity: . Creativity.

Customer Service 67

Customer Service Coaching Call Center call center software 67

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. Equip managers and supervisors with regular insights on performance.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

COPC

MARCH 31, 2021

In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. Some of these changes included increasing the use of technologies, such as self-service technology (SST), artificial intelligence (AI), analytics, and robotic process automation (RPA).

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Calabrio

JANUARY 19, 2017

Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. More and more companies are realizing that the key to happy customers is happy employees. Given these factors, brands can’t afford to ignore the importance of employee engagement and retention. Engaged employees = #customerengagement.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Serenova

MARCH 31, 2020

One of those features, CxEngage Scoreboard, provides contact center supervisors with a tool to effectively manage a remote workforce by keeping agents focused and engaged. The analytics provide agents with a sense of control over their environment and make them feel more secure about the future and their own contributions.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

BlueOcean

NOVEMBER 6, 2019

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. And management, HR, and IT support as noted in the paragraph above…). Employee engagement is critical for retention.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @GuyKawasaki Peter Lavers Bio: Peter is a customer management and experience expert @WCL. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48