SharpenCX

JULY 1, 2020

In a 2019 survey, 82% of remote tech workers in the U.S. What’s one of the key benefits of better managing conflict in your call center workforce? Buffer’s 2019 State of Remote Work report found that nearly one-fifth of employees who work remotely report loneliness as a challenge. Ultimately, Why Should You Care?

Contact Center 137

Contact Center Management call center workforce Morale 137

Horizon CX

APRIL 3, 2023

KOVA Corp recently published an impressive list of the dos and don’ts of call centers that are worth repeating here. “A A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service.

Contact Center 52

Contact Center Entertainment call center workforce Call Center 52

Global Response

MAY 1, 2023

Like the planning, scheduling and forecasting functions, this is more about the behind-the-scenes of making sure your call center workforce functions optimally. However, performance management also deals with optimal functioning from the customer’s perspective as well.

Call Center 62

Call Center Management outsourcing Coaching 62

NobelBiz

FEBRUARY 22, 2023

Here are some data samples from each of these sources: Customer service and contact centers: includes textual data, such as email exchanges, chat dialogues, and phone call transcripts. Satisfaction surveys include open, closed, multiple-choice, and free text zones.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

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

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 59

Best practices Contact Center Cloud contact Enterprise 59

Cisco - Contact Center

FEBRUARY 18, 2020

Our new AI-powered, cloud-based customer experience solution can be integrated with your contact center via two new agent desktop gadgets. The solution enables contact centers to capture customer feedback utilizing an easy-to-use survey designer.

Contact Center 113

Contact Center Enterprise Self service contact center solutions 113

Insite Managed Solutions

MAY 23, 2013

Customer Experience Design: Driven by economic pressures and commoditized services, call centers are using the customer experience landscape to differentiate themselves. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Verint

AUGUST 17, 2017

To test the validity of this research and the overall industry concern with employee engagement, I included formal questions addressing the subject in the 2017 industry-wide survey that Saddletree Research is currently conducting in conjunction with the NACC.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Monet Software

OCTOBER 28, 2020

Even cutting out the clutter on the production floor—or encouraging clean desks for remote agents—can help employees re-center so they get back into the customer service mission. #4 The fast lane to better call center workforce engagement (also known as contact center WFE) often goes through the agent support structure.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

Calltools

JUNE 10, 2020

This helps both the manager and the call center agent to see how much improvement has been made and where other changes or improvements can be made. The manager and agent can also look at certain metrics together such as survey responses of the agent’s performance and how many deals were closed during a specific time period.

Coaching 52

Coaching Call Center call center workforce Metrics 52