CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Engage your agents by recognizing outstanding performance and providing frequent, effective communication.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

OCTOBER 8, 2019

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. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

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. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Global Response

MARCH 27, 2023

In this article, our team of experts outlines the four key attributes of good—and great—customer service, and the key tactics and strategic insights to know as you implement them at your organization. Improving Customer Service Connections Unlike speed or accessibility, connection is difficult to automate.

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Customer Service Chatbots Self service Personalization 62

Comm100

MAY 31, 2021

But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence.

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Average Handle Time Metrics Feedback Benchmark 98