Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. Prediction: Political Call Centers Confront the Self-Service Trend Why?
TechSee
SEPTEMBER 29, 2020
However, these drastic measures are usually short term as they negatively affect CX and employee morale. Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Slash inbound inquiries with self-service.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 24, 2020
” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. CallMiner found that nearly 70% of customers said they were more empathetic and understanding of the challenges of agents and customer service departments during the pandemic. .’
Fonolo
AUGUST 17, 2021
Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Then, act on your results.
CCNG
JANUARY 4, 2023
While self service is getting better and better through the use of artificial intelligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self service, or the customer simply doesn’t like self service options.
The Northridge Group
JULY 20, 2023
Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses. Likewise, AHT is used to measure the time an associate spends working on a customer issue.
Playvox
OCTOBER 19, 2021
When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Higher queue times. Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. Implement self-service to reduce demand for agent assistance.
Expert insights. Personalized for you.
67 
Let's personalize your content