Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

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Morale Contact Center Government Management 124

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture?

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Morale Contact Center Accountability Personalization 59

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? What is Call Center Management?

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virtual call center Call Center Management call center software 87

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.

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Customer Service Employee engagement Chatbots Morale 156

Steve DiGioia

OCTOBER 12, 2020

It all depends on what is more important to you as a manager. The Better With You Manager. Some managers want to be the center of attention, the star. They may also have a heavy-handed management style where no decision can be made without their input or approval. It all went through the BWY manager.

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Morale Management Surveys 213

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. Or worse still, asked for their input and then ignored? It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. Read Shep’s latest Forbes article: Are Your Customers Happy … Or Not?

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Morale Feedback Upselling Surveys 145

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

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Outsource Consultants

JULY 17, 2018

An article by Krysta Gahagen gives an example of a coffee shop that had a mechanical problem with their coffee maker. Patience, teamwork, and flexibility are crucial traits in this methodology, from corporate managers to store supervisors to front-line employees. This blog post is based on an article from CustomerThink.

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Morale Scripts Contact Center outsourcing 52

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. It also has an important role to play in the morale and motivation of team members. Content Manager of TextMagic. Get Communication Right .

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Customer Service Morale Management Customer Support 336

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

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Playvox

OCTOBER 19, 2021

According to an article published on TechTarget , 35% of businesses report having difficulty finding contact center agent candidates with the necessary skills. When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. ENJOYING THIS ARTICLE? Higher queue times. Higher overtime costs.

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Contact Center Management Agent burnout Interactive Voice Response 73

Beyond Philosophy

JUNE 12, 2017

But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. In management, we’ve seen how a complainer can prevent a company from following through with a customer experience initiative. This instills an attitude of “my job sucks” that saps employee morale and motivation.

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Provide Support

JUNE 13, 2017

How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. Let Them Know What to Expect. Read more.

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Morale Management 55

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Not if your Netflix. by Ricardo Saltz

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ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Relying on outdated processes like paper schedules and manual shift swapping will create a more rigid culture and a precedent of running every decision by management. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment.

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Call Experts

SEPTEMBER 16, 2021

This article will give a brief insight into the importance of absence management. Why is attendance management critical? To learn more about the importance of attendance management, head to our other blog here. What is the impact of excessive absenteeism on workplace productivity and morale?

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Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

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CSM Magazine

AUGUST 26, 2022

You’ve undoubtedly heard of the concept of performance management, especially as the working world has shifted significantly over the past few years. Performance management is the process of planning, monitoring, and evaluating employee work performance throughout an employee’s career. A bad one can make things worse.

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Management Technology Morale Feedback 52

SharpenCX

NOVEMBER 23, 2021

Articles to Help you Deliver the Best Customer Experience: . Articles to Help you be a Stronger Customer Service Industry Leader: . Gather insights from the following articles on how you can grow and develop. . Read all three articles for a comprehensive guide to greater leadership success.

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ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Overall, A well-trained and motivated team benefits your bottom line in terms of more sales and also improves team morale, branding message, employee churn, and business dynamics.

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Customer Service Morale Sales Coaching 386

InGenius

MARCH 26, 2020

This time they previously spent in transit can be turned back into time spent with loved ones or hobbies and interests, which goes a long way to improving the morale of your agents. Knowledge management from RightAnswers. The post Remote Contact Center Management with Upland InGenius appeared first on InGenius.

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Steve DiGioia

OCTOBER 3, 2016

This original article was written by Steve DiGioia. After your star performer quit and left you high and dry you insisted on keeping that manager position open for three weeks. No emails went out about why he left and there was no mention to the middle managers of what happened. …or does it even matter? Then revenues fall.

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CX Accelerator

JULY 1, 2020

This article will cover the following: · Business Continuity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning. Changing Expectations. Digital First Mentality.

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contact center solutions Morale Contact Center call center solutions 266

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

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Morale Contact Center Quality management Coaching 90

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers. They complain and eventually lose hope.

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Morale Call Center Contact Center Surveys 189

FluentStream

MARCH 16, 2020

It boosts morale, saves costs and empowers your employees. Lots of articles by some very smart people have been written about the benefits. Considering allowing your team to work remotely, huh? I mean, why not? So, it’s a win/win/win situation…. Read More.

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GetFeedback

OCTOBER 21, 2019

In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. Sounds simple, right?

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Customer Experience Management Surveys Feedback 79

Totango

OCTOBER 22, 2020

The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1. Develop Escalation Plans from the Data in Your Escalation Management Framework. Support Tickets.

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Management Morale Enterprise Accountability 64

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

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Contact Center Agent burnout Morale Coaching 78

Callminer

FEBRUARY 24, 2020

Abiding by the various best practices covered in this article can help in keeping your call center’s environment both welcoming and productive. Break-Time and Shift Management. When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role.

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Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

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Fonolo

JULY 14, 2020

I should note that for the purpose of this article, we are talking about flexible scheduling of hours, not working from home arrangements — although this has similar benefits. Even the best contact center manager will struggle to predict the level of activity you’ll experience in any one day. Get flexible instead.

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Contact Center Morale Call Center Employee engagement 126

ShepHyken

NOVEMBER 25, 2016

In the hotel handbook I noticed a letter from the Hotel Manager saying their “customer service policy is to do everything they can to maintain the relationship with that guest long after they leave.”. So what’s the moral of this story? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Morale Coaching Customer Service Customer Experience 276

Call Experts

JULY 1, 2021

How is your team handling absence management and absence tracking? This article will help you understand what absence management is all about and offer a few helpful tips and resources. What is absence management? Absence management first begins with a comprehensive absence tracking software. .

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Management Morale Scripts Surveys 52

ClearAction

JANUARY 8, 2024

Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROI.

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CX Accelerator

JULY 1, 2020

This article will cover the following: · Business Continuity. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning. Changing Expectations. Digital First Mentality.

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contact center solutions Morale Contact Center call center solutions 182

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. This article will discuss what operations management is, why it’s important, and how you can apply it to your business. What Is Operations Management?

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