SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too. At best, those lines become blurred.

Call Center 94

Call Center Morale Coaching Cloud contact 94

NobelBiz

JULY 31, 2023

A financial query at a bank differs vastly from a technical issue at a software company. This not only boosts agent morale but also ensures consistent service quality levels. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Listen to the entire episode here.

Wait times 52

Wait times Telecommunications Call Center CRM 52

CSM Magazine

APRIL 25, 2022

Too many constrictions are bad for employee morale. As long as it’s not breaking the law or breaking the bank, trust your employees to build that customer loyalty. Kate focuses on coaching and educating across the design process. Zappo’s famously gives each agent $100 a day to fix problems for customers.

Scripts 52

Scripts Morale Banking Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

Integrate a high-performance CRM to capture the data from these touchpoints, eliminate the need for any repetitive inputs. Review all customer touchpoints, revise any processes for either the customer or staff that have multiple steps or requirements, reducing them to only the most important elements.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Netomi

JANUARY 5, 2022

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. CTI offers simple APIs, allowing you to integrate it with existing software like your CRM, helpdesk and database. Areas Where CTI Helps.

call center workforce 54

call center workforce Call Center Technology Management 54

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization. By giving agents opportunities on critical issues create a strong culture of agent engagement and morale.

Call Center 13

Call Center Morale virtual call center Metrics 13