Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Russel Lolacher

JANUARY 23, 2023

Jen Marr One of the things that we focus on as we first assess people, so having data and having benchmarks to be able to track how your employees are doing is so critical. Then we go into workshops where we’ll take that assessment and our key workshop, we call it breaking through the awkward zone. What can I do?

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. By monitoring these metrics, contact center managers can identify trends, set benchmarks, and make data-driven decisions to optimize performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JANUARY 16, 2023

It means that if your senior management is describing a workplace as welcoming and diverse, and inviting, that becomes the benchmark by which success is measured. Because the language of whiteness centers whiteness. So what does that mean? And we saw barriers just come down, it just came down, it just came down.

Education 98

Education Construction Employee engagement Personalization 98

Lumoa

APRIL 24, 2018

Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. Business leaders tell me that they also like the fact that they can compare their scores to other ‘benchmark’ businesses and this brings a tangibility to it. NPS is simple benchmarkable, and consistent. Treat NPS as part of a greater whole.

Consulting 135

Consulting Consulting Metrics Feedback 135