aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Flexibility. Scheduling.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Beyond Philosophy

NOVEMBER 17, 2022

So, to help us all cope with the road ahead, I thought we could discuss the 5 Rules for Managing Uncertainty we shared on a recent podcast and our YouTube channel. Also, Asia still has restrictions due to COVID, which impacts the mobility of the workforce. When more than one part is causing you stress, it can increase uncertainty.

Management 195

Management Consulting Consulting Marketing 195

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. They enjoy a manageable but motivating pace. #2 the Same Time.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’ 3 ways to de-stress the workforce.

Technology 52

Technology Coaching Analytics Enterprise 52

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. For instance, 8 out of 10 customers report engagement with a chatbot as positive. Engaging with a prospective buyer and providing support and quick answers is a surefire way for businesses to gain customers. Owning a business is not a piece of cake. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

teleopti

APRIL 30, 2019

This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. Maverick managers welcome here.

Best practices 52

Best practices Morale Employee engagement Technology 52

USAN

MAY 10, 2022

They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. One thing still hasn’t been enough of a focus, though: agent engagement. Why Boosting Agent Engagement Matters. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Noble Systems

MARCH 18, 2021

Additional demands of the coronavirus pandemic and transitioning to an at-home workforce have tested their limits even further. They must address their patients’ desire both for additional services and more personalized engagement. Self-service options offer the preferred level of engagement for some patients. Answers to FAQs.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. That’s life!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. That’s life!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Aspect

OCTOBER 23, 2018

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. If training isn’t handled property, access to training could be part of a retention strategy.

Gamification 113

Gamification Contact Center Management Technology 113

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. Well, engaged employees are more likely to perform consistently well, advocate for your business, and help their colleagues do better. This helps make them feel like part of the team, rather than just another number on a spreadsheet.

Sales 117

Sales Scripts Best practices Feedback 117

Monet Software

FEBRUARY 13, 2020

Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. One moment you’re obsessing about workforce engagement, an hour later about service levels. The employee-friendly manager accepts that agents have lives and, well, stuff happens. Harness Flexibility with Engagement.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. Switching to an entirely remote workforce can solve many staffing challenges. Management and motivational techniques are also required to overcome these new challenges. Manage to the Metrics. So let’s get started!

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Nicereply

JULY 10, 2023

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. These employees are highly satisfied and engaged.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. And a better prepared agent isn’t just more effective, they’re more confident and engaged as well. 2 Sssshhhhh. QA managers can help agents build resilience by focusing on behaviors in addition to outcomes.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

DMG Consulting

JULY 9, 2021

Given the direction of the contact center market in supporting more agile hiring practices, this blog post will address a couple of the questions surrounding WAH and hybrid employees. Question #1: Should contact center managers, supervisors, team leaders, QM specialists, WFM administrators, etc. be allowed to work from home?

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Noble Systems

AUGUST 1, 2019

This blog is Part 1 of a two-part series. Part 2 will look at the causes behind the signs and what you can do to address them. When contact center agents are stressed out, they can become frustrated, develop a cynical attitude toward co-workers and managers. Top 10 Signs of Contact Center Agent Overload.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Blueship Call Center

OCTOBER 9, 2023

Fortunately, there are several strategies you may use to raise the performance of your workforce. Customer care outsourcing companies should be aware that how a customer feels after their engagement with you can promote customer loyalty. This sense of achievement leads to greater engagement and increased productivity.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

bold360 Blog

APRIL 10, 2020

Seemingly overnight you were tasked with transforming the way you work, exiting your brick and mortar headquarters, and standing up a 100% remote workforce – all on the fly. Step 2 in the process is stabilization. Step 2: Empower and Equip Your Employees. Step 2: Empower and Equip Your Employees. A clean environment.

Customer Experience 52

Customer Experience Self service Best practices Chatbots 52

Liveops

MARCH 17, 2020

4 Tips for businesses who are embracing a work-at-home workforce. Embracing a remote workforce can be extremely efficient if you’re prepared. . Whether your teams are seasoned remote workers, or this will be their first time working outside the office, a distributed workforce doesn’t have to be a hassle. Fill the Toolbox.

Education 62

Education Best practices Contact Center Management 62

NICE inContact

SEPTEMBER 20, 2019

Cloud has matured far beyond its early beginnings nearly 2 decades ago. That part of the journey can be easily forgotten in value propositions and marketing campaigns. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog. The playbook for moving to the cloud is not a one size fits all.

Contact Center 63

Contact Center Interactive Voice Response Cloud contact Best practices 63

JustCall

AUGUST 10, 2022

Remote team management is a major concern for many companies in today’s business environment. But the task of managing these employees outside the original controlled office spaces also has several hurdles. But the task of managing these employees outside the original controlled office spaces also has several hurdles.

Best practices 52

Best practices Management Morale Personalization 52

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Liveops

MARCH 17, 2020

Whether your teams are seasoned remote workers, or this will be their first time working outside the office, a distributed workforce doesn’t have to be a hassle. Whether it is a short-term initiative, or you’re playing the long game with your remote workforce, here are a few tips to keep in mind. . Regularly engage your team.

Education 62

Education Best practices Contact Center Management 62

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Outsource Consultants

NOVEMBER 19, 2019

This article is part of a series entitled: What to Look for on a Site Visit. Part 1: Facilities Part 2: Leadership & Management (coming soon…) Part 2: Agents (coming soon…). Does it give the impression that management is proud of the company?

outsourcing 52

outsourcing Call Center Morale Consulting 52

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. These tools include MaestroQA for quality, Tymeshift for workforce management, Stella Connect for customer experience and voice of customer, Geckoboard for real time analytics and wallboards, Lessonly for learning and development, and Ada for chatbots.

Technology 74

Technology Chatbots Analytics Contact Center 74

Nicereply

JULY 10, 2023

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. These employees are highly satisfied and engaged.

Employee engagement 40

Employee engagement Surveys Metrics Feedback 40

Jive

JANUARY 15, 2019

To avoid these downsides, here are some ways managers can ensure a high-performing geographically dispersed workforce: . #1. Defining an open and friendly internal culture, however, is critical to keeping your workforce engaged. Develop an open and friendly internal culture. Consider using technology to help with this.

Management 52

Management voip Morale Technology 52