OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Empowering them to use their experience and knowledge to come up with better strategies and ideas can improve both processes and employee retention. There is no secret to building employee engagement.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc.

Call Center 8

Call Center Morale Automotive Metrics 8