Playvox
JANUARY 13, 2022
Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons.
Playvox
APRIL 4, 2023
To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NobelBiz
MARCH 5, 2024
The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.
JustCall
OCTOBER 25, 2023
Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it. Benchmarking your survey results with historical data or industry standards to understand where you stand.
CCNG
JANUARY 4, 2023
Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders.
JustCall
MARCH 9, 2023
The way they interact and serve the client sets a benchmark for customer experience. Such an incentive can boost their morale. It apprises managers of the latest trends and best practices that should be a part of the organizational setup. Such heightened engagement levels improve morale and profitability.
Taylor Reach Group
NOVEMBER 21, 2019
In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.
Expert insights. Personalized for you.
52 
Let's personalize your content