article thumbnail

Why Call Center Retention Matters

Fonolo

Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout. Knowledgeable, experienced agents can become brand ambassadors. A survey done by ASAPP research found that reduced training lowered agents’ confidence and competence – and led to an uptick in absenteeism.

article thumbnail

5 Top Customer Service Articles For the Week of May 30, 2016

ShepHyken

LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. Study: What CEOs Really Think About Customer Experience by Tom Hoffman. Study: What CEOs Really Think About Customer Experience by Tom Hoffman. by Adrian Swinscoe .

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

The good news is that productivity among remote workers is generally on par, and in many sectors, better than their in-office counterparts — 47% more according to one study. One way to gauge customer satisfaction is using surveys that contain OSAT related questions, such as “What was your overall satisfaction with the experience?”

article thumbnail

Preparing For Life After COVID-19 – Starting With Your Employees

CSM Magazine

Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors. When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Turn Contact Centre Representatives Into Brand Ambassadors.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

article thumbnail

How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?

Beyond Philosophy

In an exploding Newtonian way, any small ripple in reputation change (such as through a product recall, operating scandal, or executive miscue), brand performance or customer service can have a tsunami type effect. Studies have found that employees are often less than enthusiastic about their employers and the goods they produce.