Totango

DECEMBER 23, 2021

In this article, we’ll take a look at what burnout really is, the impact it can have on your organization and what burnout signs you should be on the lookout for within your team. . What is Burnout? When employees are burned out, they are less motivated to perform and more likely to leave.

Morale 98

Morale Employee engagement Personalization Enterprise 98

Call Design

FEBRUARY 11, 2021

When you consider that replacing an employee will cost a business about 1.5x Bliss 2004), you can see why turnover, or minimising it, is so important. Even the best performing contact centres have a turnover of about 10%-15% of staff per annum. So, what can be done to reduce staff turnover?

Self service 103

Self service Consulting Consulting Analytics 103

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes. It’s a simple metric 2.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy. Everyone is unhappy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Of course, that’s the case when any employee leaves, but the full cost of sales rep turnover can be particularly high.

Sales 119

Sales Coaching Morale SaaS 119

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

JustCall

MARCH 16, 2023

Employee Turnover Employee Turnover While losing customers may seem to be one of the most obvious dangerous effects of bad customer service, employee turnover is a lesser-known, unrecognized evil. Customer support is notorious for not being helpful. Big brands like Amazon, Costco, Zappos, etc., The outcome?

Customer Service 98

Customer Service Morale Customer Support Revenue potential 98

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Employee engagement and empowerment. For example, let’s say teamwork is one of your core values. Work environment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? What languages do you currently support?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Nicereply

JUNE 26, 2023

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. But how do you figure out how satisfied your employees are? What is eSAT? Here’s why you should track it.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Nicereply

NOVEMBER 10, 2020

Not only does employee satisfaction help make happier, and healthier employees, it also helps make happier and healthier companies. In this article, we cover what employee satisfaction is and five reasons you need to start investing in it today. What is employee satisfaction?

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

Callminer

AUGUST 1, 2017

And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. He’s right! You can’t passively improve a call center. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Playvox

MARCH 27, 2023

Gartner reports that burnout has been linked to high employee turnover rates in contact centers. This not only leads to significant costs associated with turnover but also poses challenges for contact center operations. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? That’s why contact centers are investing in it in droves. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes. It’s a simple metric 2.

Employee engagement 40

Employee engagement Surveys Metrics Feedback 40

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

TeleDirect

DECEMBER 14, 2023

What is our job? Depending on what you pay your call center, that can amount to a significant ROI. Our simple pricing model lets you pay as you go and only for what you need — no monthly fees or contracts. Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. times more.

Call Center 62

Call Center Customer retention Technical Support Sales 62

Real Blue Sky

JUNE 15, 2022

Poor employee experience is likely the root of more bad customer experiences than are measured by most organizations. Last month, we talked about how The Right Tools are Critical to Employee Experience. I think you build one with your employees first.”. Want to know what it feels like to be a new employee?

Contact Center 52

Contact Center Consulting Consulting Coaching 52

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level.

Surveys 109

Surveys Feedback Morale Metrics 109

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Hodusoft

APRIL 6, 2022

With some trends changing year after year, it can be hard to know what to focus on for the upcoming year. . With some trends changing year after year, it can be hard to know what to focus on for the upcoming year. . Top 5 Customer Experience Trends to Consider in 2022. Every company’s customer experience is crucial.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

ViiBE Blog

DECEMBER 21, 2020

What is a Truck Roll? Truck rolls are expensive, with the average truck roll costing up to $1,000 USD per the Technology Service Industry Association. A truck roll’s cost can reach significantly higher if the dispatch is at night or if the technician is working overtime. What is augmented reality remote assistance?

Best practices 98

Best practices Metrics Average Handle Time Technology 98

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? What is a call center? What factors determine call center success? What factors determine call center success? It’s important to know how and what KPIs are measured to determine if the objectives are met. Call Center , Customer experience. Kelly Dell.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

Hello Customer

SEPTEMBER 11, 2020

In this blog post, we’ll look at some underlying issues and mistakes that prevent your customer team from doing their job in the best possible way. But what if we told you that often the agent isn’t the real issue? For many companies, the customer service desk is the beating heart of customer interactions. Do they feel supported?

Customer Service 76

Customer Service Interactive Voice Response Wait times Chatbots 76

CSM Magazine

OCTOBER 24, 2023

In this blog, we’ll delve into the future of ATS and AI in recruitment, and what job seekers and employers alike should be prepared for. In an era where technology is rapidly reshaping various industries, it’s no surprise that the world of recruitment is also undergoing a significant transformation.

Chatbots 52

Chatbots Feedback Technology Accountability 52

Comm100

OCTOBER 10, 2022

By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Reducing repetitive work.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

Netomi

NOVEMBER 23, 2022

This blog post will explore the importance of customer experience and how it can be used as a competitive advantage to drive growth, increase brand loyalty, and ultimately, improve the bottom line. What is the difference between customer experience and customer service? What is customer experience?

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture. And the cherry on top?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Anexa BPO

MAY 16, 2022

And while the principles have continued to evolve, and the pandemic has served to redefine what the customer journey looks like, some things have not changed when it comes to customer experience. Your employee can be your strongest asset: Yes, your CX blueprint is only as strong as its execution.

outsourcing 98

outsourcing Personalization Analytics Metrics 98

Global Response

JUNE 27, 2023

Undefined Job Roles and Requirements By far, one of the biggest hiring pitfalls call centers fall into is providing unclear job descriptions, or a lack of accurate job duties and responsibilities for potential employees or agents. In short: don’t sugarcoat it and be clear from the beginning what you’re looking for.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? Isn’t that what you want to do when coaching? Studies from the Sales Executive Council, Gallup Research and Harvard Business Review has shown that employees who have had manager coaching: ? Turnover rates are not only costly from a recruitment and training standpoint.

Coaching 106

Coaching Personalization Sales Transportation 106

Expivia

OCTOBER 4, 2021

This ultimate guide can help you figure out what contact center outsourcing is, what its benefits are, and how you can find the customer service right partner. . Plus, we’ll point out what red flags you need to look out for before and after you outsource your customer engagement. . What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Taylor Reach Group

JANUARY 7, 2022

Your employees have stuck with you through the tough times these last couple of years. Turnover has always been a contact center concern, and it’s more of a threat than ever today. It costs thousands of dollars for each new hire, and your service suffers every time you lose an experienced employee and must train a new one.

Contact Center 76

Contact Center Morale Consulting Consulting 76