Anexa BPO

NOVEMBER 6, 2022

It’s a place for businesses to showcase their products and services, network with industry professionals, and learn about the latest trends and best practices in the field. Attendees had the opportunity to learn about topics such as customer journey mapping, employee engagement, and social media strategy, among others.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Playvox

JULY 14, 2023

Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. 6 Steps and Best Practices for Your Best Call Center Staff Training Program.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JANUARY 25, 2024

Boost Agent Efficiency and Productivity With creating more agent efficiencies and optimizing productivity and processes top of mind for companies, as a contact center leader, how do you translate this business strategy and business priorities as best practices in your contact or customer service center?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Vcaretec

JUNE 6, 2022

Market research & trends, best practices, tech. Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist. He has worked at Rolls-Royce/Bentley for 17 yrs. He’s also a published novelist.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Playvox

JULY 31, 2023

Experienced employees will mentor new hires and raise the collective competence of the staff, creating a positive work atmosphere and making life better for everyone. Employee engagement and empowerment can help deepen staff engagement in their responsibilities, increase the pace of business operations, and improve overall EX and CX.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. In short, you need a solid employee engagement program. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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

Playvox

MAY 11, 2023

This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Coaching Employee engagement 89

Playvox

MARCH 12, 2023

Keeping agents engaged, motivated, and satisfied with their jobs is key to reducing turnover and maintaining a consistent level of customer service. Contact centers have a turnover rate of 22 to 30 percent , making it difficult to ensure quality customer service.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

SharpenCX

MAY 16, 2022

The center has greater control over the pace of the outreach, but not necessarily the outcome of any particular call. 7 Best Practices for Running an Effective Outbound Contact Center. Let’s explore best practices for helping your agents experience successful calls and provide a memorable experience.

Contact Center 67

Contact Center Scripts Call Center call center software 67

BlueOcean

JULY 20, 2023

The Kick-Off: Vendor Meeting Best Format: Virtual. Vendor kick-off meetings are a procurement best practice in our world. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Playvox

APRIL 27, 2023

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand. Simply put, it’s where CX rises and falls.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

APRIL 14, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Advantages of using a virtual contact center solution versus a traditional call center. 5 Best Practices for Managing Employees in the Virtual Call Center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

MARCH 5, 2024

That’s especially true when it comes to workforce schedule optimization, where AI has helped companies optimize forecasting, considering several factors such as employee availability, customer traffic, and agent skill sets and preferences – all at once to identify the optimal staffing needs.

Quality management 78

Quality management Management Contact Center Coaching 78

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

airespring

NOVEMBER 8, 2015

Which is easier said than done, particularly when organizations haven’t yet deployed modern contact center solutions. You can help make your agents’ jobs doable—and give them peace of mind—by investing in industry-leading contact center solutions like AireContact. Luckily, it doesn’t have to be that way.

contact center solutions 48

contact center solutions Contact Center Enterprise Management 48