CCNG

JANUARY 17, 2024

Jake’s experience is just one real-life example of what recent market studies by Gallup and others have clearly proven in their statistics: A great employee experience (EX) is THE fundamental foundation to creating a great customer experience (CX).

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

CX Accelerator

DECEMBER 31, 2018

Best Practice: I worked with a client of mine a few years ago on a very intriguing project. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Nate recently turned me onto OfficeVibe which can help you measure employee engagement. "Hey, get back to work!"

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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