The Northridge Group

AUGUST 14, 2023

When The Northridge Group was engaged by a major benefits administration provider to deliver a Performance Coaching Program that included coaching and development of new hires, the partnership resulted in a 34-percentage point increase in quality acceptance rate, a decrease in escalated cases, and positive associate morale and engagement.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Calltools

MAY 3, 2023

Utilize Text Analytics Tools Are you analyzing agent performance with text analytic tools ? With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Outsource Consultants

FEBRUARY 21, 2024

Voice analytics further streamlines this process by transcribing and sorting information on the fly. Improved Agent Experience: AI offers boosted morale, optimized schedules, and real-time feedback for self-improvement. Think of them explaining various return policies or helping navigate complex account settings.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

CX Global Media

JULY 10, 2019

EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. All speech analytic platforms are the same – Myth or Reality. There are similarities among speech analytics platforms, but there are distinct differences. EXPERT SESSION – Creating Coachable Moments Through Speech and Text Analytics.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Callminer

FEBRUARY 24, 2020

When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role. A robust speech analytics solution can help call center managers monitor agent performance and take action to implement additional training and development to support excellent agent performance.

Best practices 207

Best practices Call Center voip Analytics 207

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Effective call routing technology is critical for meeting customers’ needs.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. A breakdown in this area can quickly spell disaster not only for their performance on the job, but their overall morale as well.

Call Center 182

Call Center Morale Feedback Analytics 182

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Floor rules exist to keep call centers productive and safe.

Call Center 182

Call Center Coaching Morale Analytics 182

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

APRIL 6, 2023

Calabrio continues to lead the industry with advanced workforce performance solutions for contact centers, developing functionality in AI-fueled analytics and automated workflows that tangibly simplify the complexity of customers’ operations and drive them to succeed.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

Call Journey

OCTOBER 24, 2018

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool. Shep Hyken. Work with a reliable size data set.

Analytics 45

Analytics Construction Morale Technology 45

Fonolo

MAY 30, 2023

Employees who use it report having a better work-life balance and improved morale. Employees who use it report having a better work-life balance and improved morale. Managers use performance metrics and analytics to assign agents to specific tasks based on their expertise and performance. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.

Call Center 133

Call Center Morale Contact Center Technology 133

CSM Magazine

NOVEMBER 23, 2023

One of the most notable innovations is Warehouse Asset Management System (WAMS), a technology-driven solution that leverages automation and data analytics to streamline operations. With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time.

Transportation 52

Transportation Analytics Morale Customer centricity 52

Talkdesk

JULY 23, 2019

One of the biggest challenges contact centers face is agent morale. The good news is, artificial intelligence is making it possible for companies to move banal, mundane processes like data entry and search to automated systems and leveraging advanced analytics to make contextual exchanges easier, better and more effective.

Customer Experience 76

Customer Experience Morale Contact Center Analytics 76

JustCall

APRIL 9, 2024

Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. Call monitoring Install real-time call analytics dashboards. If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

AUGUST 17, 2021

Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Expivia

FEBRUARY 26, 2024

Leveraging Mature AI-Infused Legacy Tools Foundation on Analytics and Automation : Enhance your existing systems by integrating advanced analytics for a deep dive into customer interaction data and trends. This support helps agents resolve queries faster and more accurately, improving both customer satisfaction and agent morale.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Speech Analytics is one of the collection industry’s fastest growing market segments. What has changed is that people no longer answer the phone the way they used to.

Call Center 87

Call Center Technology Gamification Analytics 87

Fonolo

SEPTEMBER 21, 2023

Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Expivia

OCTOBER 9, 2020

Giving a set time for them to be in the office may prove beneficial to your team’s morale. Can you make a budgetary ROI for speech analytics? Speech analytics can take over many of the ways you are getting customer feedback. In using speech analytics, you are deleting those extra expenses. How do we play games at home?

Call Center 98

Call Center Analytics Morale Personalization 98

Enghouse Interactive

JUNE 25, 2021

With this in mind, not only is looking after agents’ mental and physical health a moral imperative, but it is also good for business. If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Real-time speech analytics. Deliver better customer service.

Technology 40

Technology Morale Self service Analytics 40

Solvvy

MARCH 22, 2022

With our implementation team, by day 30 the chatbot should be up and running with both functionality and actionable analytics. Then, by day 60, we’d expect that the business is understanding the technology, reviewing the analytics and making changes to the chatbot to fine tune the experience.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Serenova

MAY 7, 2020

This reduces handle times, boosts agent morale, speeds interactions and delivers an optimal customer experience. Analytics to evaluate performance : CxEngage’s built-in reporting and analytics enable you to clearly measure performance. Long-term disaster recovery: The cloud’s reliability is second to none.

Contact Center 86

Contact Center Analytics Morale contact center solutions 86

JustCall

MARCH 28, 2023

Trusted by 6000+ global companies and packing a host of features including integration, analytics, and automation, you can try it out for free- sign up for a 14-day trial. Maintain Team Morale and Motivation Building trust with reps is a key area of focus for remote sales team leaders.

Sales 52

Sales Management Morale Employee engagement 52

aircall

JANUARY 3, 2018

Detailed call analytics can tell you when your team is performing well, and when things need improvement, they can be a tool for education and inspiration, on a macro and micro level. On a more personal level, individual agents can benefit from the clarity of analytics as well. Understand Your Ups and Downs. How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

JustCall

APRIL 15, 2024

Employee recognition Simple and frequent recognition of a job well done can vastly improve engagement and morale. JustCall’s solution directly combats burnout through intelligent capabilities like omnichannel routing, real-time analytics, AI assistance, and integrated coaching tools. Celebrate small and large wins alike.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Creative Virtual

OCTOBER 7, 2020

One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to make decisions based on that information. The other half lies within its analytics, which is an often-overlooked feature.

Customer Service 52

Customer Service Morale Surveys Analytics 52

Monet Software

JUNE 21, 2019

Verint Monet Workforce Management delivers value to the entire contact center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

Morale 79

Morale Contact Center Analytics Service level 79

JustCall

APRIL 3, 2023

But while cold calling is still very much a part of the sales process, manual dealing and waiting for people to answer is highly time-consuming and frustrating, especially leading to the sales folks losing their morale.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

aircall

JANUARY 3, 2018

Detailed call analytics can tell you when your team is performing well, and when things need improvement, they can be a tool for education and inspiration, on a macro and micro level. On a more personal level, individual agents can benefit from the clarity of analytics as well. Understand Your Ups and Downs. How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

VirtualPBX

JUNE 26, 2020

Our Marketing, Sales, and Support teams rely on video screen sharing for explaining complex procedures, creating product demonstrations, and presenting analytics live. Boost Your Team Morale. As a remote-first team, we know first-hand the importance of utilizing video calling for training and informational purposes.

Telecommunications 75

Telecommunications Airlines Morale Analytics 75

Fonolo

JUNE 9, 2020

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). This is great for team morale and lets them know what they’re doing well so they can continue the trend. Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

CSM Magazine

SEPTEMBER 9, 2022

Displaying manners raises morale but make sure courtesy words such as ‘sorry’ and ‘thank you’ are meant sincerely and not used as a pause mechanism during difficult customer conversations. Can they pre-empt what will make or break a good customer experience? About the Author.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52