Fonolo

JULY 12, 2022

According to Gallup’s findings, highly engaged employees bring 21% greater profitability ; focusing on employee engagement reduces the risk of churn and improves business results. One way to ensure high agent engagement is by setting professional development goals for call center agents.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

Fonolo

SEPTEMBER 14, 2023

Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Customer Relationship Metrics

JULY 26, 2017

And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. This results in higher profits, lower costs, higher customer retention and referrals. An employee’s perception of control is significantly related to psychological ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40