SharpenCX

JULY 1, 2020

If you don’t address small irritants between your teammates, they can fester into resentment and eventually impact your contact center work. How do you, manager, keep the levels of social currency plentiful when some of your contact center agents are together and some are working from home?

Contact Center 137

Contact Center Management call center workforce Morale 137

JustCall

JANUARY 19, 2023

Large companies usually have call centers to: Provide help to customers Answer their questions Carry out marketing through the phone Perform market research But each of these jobs has changed a lot in the past few years, making the contact center possible. How does Call Center Optimization help the Customer Experience?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. This year our survey uncovered some interesting predictions of agent behavior never seen before. They’re Part Detective . Don’t underestimate the Dick Tracy factor.

call center workforce 62

call center workforce Morale Surveys Call Center 62

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Turning a Contact Center into a Profit Center. Is Your Call Center Workforce Management Optimized?

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Among the questions posed to our survey respondents was one in which we asked how important employee engagement was in their operational strategy for the next 18 months. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Dialer 360

SEPTEMBER 14, 2022

Customer Satisfaction Surveys. Customer satisfaction ratings generally come into the picture during feedback surveys, which are conducted at the end of a call. The customers are given the option to provide a score over call satisfaction. With advanced software, you can achieve all your scheduling goals effortlessly.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. Agents put in tons of hours and effort for your contact center.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90